09/01/2026
Columbus officially launched its new Nurse Health Care Navigation Line on Monday, Aug. 31, adding a nurse-led option within the city’s 911 system for certain non-emergency medical calls.
While every 911 call remains important, not every medical situation requires a medic response or transport to an emergency room. By creating an alternative pathway for patients with appropriate non-emergency needs, Columbus aims to improve patient care while keeping emergency resources available for the most urgent situations.
The service is designed to work alongside Columbus’ existing 911 operations. Residents experiencing a medical issue should continue to call 911 when they need help. When calling 911, the call will still be answered by a dispatcher. Dispatchers will continue using established medical protocols to assess each situation and dispatch emergency responders when appropriate.
For certain calls that meet specific clinical criteria, the caller may now be connected directly with a nurse who can assess the patient’s needs and help determine the best next step. Depending on the situation, the nurse may direct the patient to primary care or urgent care, telehealth services, pharmacy services, behavioral health or substance-use services, or transportation assistance.
The Nurse Health Care Navigation Line was developed in response to the growing number of medical calls in the city and data showing that many callers do not ultimately require emergency medical treatment. In 2024, Columbus Division of Fire personnel responded to nearly 145,000 emergency medical calls. In 65% of those calls, no EMS treatment was provided at the scene. Of the patients who did receive treatment, only 55% were transported to an emergency department.
City leaders said the program is expected to help free up Columbus Fire medics for urgent medical emergencies and may also help patients avoid costly emergency room visits when another care option is more appropriate.
Examples of calls that may be appropriate for nurse navigation include certain cases involving mild pain, minor injuries, cold or flu symptoms, fever or tooth pain. Each case will be evaluated individually using established clinical criteria. If at any point the nurse determines emergency medical care is needed, the patient will receive an EMS response.
The service also adds a follow-up step. Patients triaged through the Nurse Health Care Navigation Line will receive a call within 24 hours to confirm they received the care they need.
Mayor Andrew Ginther emphasized that residents should still rely on 911 when they need help.
“I want our residents to remember one simple message: If you need help, call 911 and we’ll take it from there. Our goal is simple — to get you the right care at the right time while making sure our emergency resources are ready when our community needs them most.
The Nurse Health Care Navigation Line service is provided by Crosswalk Health.
