Changes coming for 911 callers in Wake County

Wake County is switching up how it handles 911 calls, employing nurses to help answer the phones.

People who call 911 for something that only turns out to be a small health problem could end up riding in an ambulance and paying an expensive bill afterward, but the nurse navigation program launching Tuesday could help eliminate costs.

A telecommunicator will decide if the emergency is urgent or life-threatening. If the call is non-life-threatening, the call will be transferred to a nurse navigator, who will help direct the caller to the best medical response.

Advice could be anything, such as telemedicine for a headache or an urgent care for minor cuts.

Examples of non-life-threatening health issues are headaches, toothaches, minor cuts, colds or coughing, constipation and skin rashes.

If the call is life-threatening, the 911 telecommunicator will dispatch Wake County EMS System first responders to the caller's location. An example of a life-threatening emergency would be chest pains or signs of a stroke, including numbness or weakness in the body, difficulty speaking and confusion.

Leaders in Wake County believe the program will save time and money.

The nurse navigation program could result in EMS personnel responding to between 25 and 30 fewer calls per day while helping them get to callers with life-threatening emergencies faster.

"It will also help relieve some of the stress and pressure they’re experiencing, considering 911 calls are up 15% compared to pre-pandemic times," a press release stated.