News & Information
A Smarter Emergency Response: The County of Monterey Introduces AMR Nurse Navigation
New program provides guidance and care options for callers with less critical medical needs. The Service goes live on Tuesday. June 2nd at 9 am.
Facing unprecedented demand on its 911 system, Th County of Monterey is taking a proactive, support-focused approach to ensure residents receive the right level of care when they call 911 for help. Through a new partnership with Emergency Medical Services (EMS) provider American Medical Response (AMR) and program pioneer Global Medical Response (GMR), the County has launched 911 Nurse Navigation.
“Monterey County resident's needs are changing, and we have a responsibility to adapt,” said Debra Hopgood, Acting EMS Agency Director and Bureau Chief. “By integrating 911 Nurse Navigation, dispatch agencies can better balance demand across the EMS system, connect patients to the right level of care, and keep emergency ambulances available for the most critical calls.”
How Nurse Navigation Bridges the Gap
Not all health concerns require a trip to the emergency department; 911 callers with less critical conditions may be connected to the 911 Nurse Navigation program where a nurse will use physician-approved guidelines to determine if an alternative setting is appropriate—such as an urgent care center, a nearby clinic, telehealth services, or even care at home.
If transportation is required, the nurse can help arrange a ride that matches the caller's clinical circumstances. Importantly, 911 Nurse Navigation remains fully within the 911 system. If at any point the caller requests an ambulance, or a nurse determines that a higher level of care is needed, emergency responders can be dispatched.
“Emergency care doesn’t start and end with lights and sirens anymore,” said GMR Associate Chief Medical Officer, Dr. Gerad Troutman. “We know that more than half of hospital emergency department visits could have safely been handled a different way, and we see that reality reflected every day in 911 call volume. If we want a healthier, more resilient emergency care system, we have to evolve. 911 Nurse Navigation is an important part of that solution — and one the industry needs right now.”
Key Solutions and Benefits:
- EMS Responders More Readily Available for Critical Emergencies: By navigating less critical calls to other care settings, first responders can focus on critical emergencies.
- Tailored Navigation: Using available community resources, callers are guided to an appropriate care setting, and transportation is coordinated when needed.
- Enhanced Service Experience: Callers receive timely responses and are empowered to make informed decisions about their health.
- 24/7 Access to Navigators: 911 Nurse Navigators are available around the clock, ensuring callers and emergency medical dispatchers can access the program at any time.
Similar 911 Nurse Navigation programs operate in more than 30 communities across 14 states, have supported over 250,000 callers, and are available to more than 19 million residents.
Please visit here for additional details about the County of Monterey’s 911 Nurse Navigation program.
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About the County of Monterey EMS Agency
The County of Monterey Emergency Medical Services (EMS) Agency is a Bureau within the County of Monterey’s Health Department and is designated by the Board of Supervisors to fulfill California statutory requirements related to oversight of the planning, implementation, delivery, and evaluation of emergency medical services within the County of Monterey.
Working in collaboration with emergency communications centers, EMS providers, first responders, hospitals, and community partners, the EMS Agency helps ensure high-quality emergency medical care is available from the scene of an emergency through transport and hospital treatment. The Agency oversees the county’s EMS system, ambulance and paramedic services, EMS training programs, EMS provider certification and accreditation, specialty care hospital programs, and participates in disaster preparedness efforts to support the health and safety of Monterey County residents and visitors.
About American Medical Response (AMR) 
American Medical Response, Inc., America’s leading provider of emergency medical services, provides mobile healthcare in 40 states and the District of Columbia. More than 28,000 AMR paramedics, EMTs, RNs and other professionals work together to care for more than 4.8 million patients nationwide each year in critical, emergency and non-emergency situations. For more information about AMR, visit www.amr.net or on Facebook and LinkedIn.
Global Medical Response is the largest air and ground emergency medical service provider in the United States. With 34,000 team members, the organization reaches more than 60% of the U.S. population, providing emergency medical care encounters to 5.5 million patients annually and performing a critical intervention every 89 seconds. For over two decades, GMR’s Office of Emergency Management (OEM) has partnered with FEMA, DHS, HHS, state agencies, and private partners to deliver rapid, life-saving services during large-scale disasters, acts of terrorism, and public health emergencies, deploying over 80 times across all 10 FEMA regions. Its family of solutions includes ambulance EMS provider American Medical Response (AMR), as well as multiple air EMS organizations including Air Evac Lifeteam, REACH Air Medical Services, Guardian Flight, Med-Trans Corporation, and AirMed International. For additional information, visit GMR at www.globalmedicalresponse.com, or on Facebook and LinkedIn.