New program streamlines 911 responses in Indianapolis

INDIANAPOLIS (WISH) — The City of Indianapolis and Indianapolis Emergency Medical Services (IEMS) have launched the Crosswalk to Care Program to improve responses to non-emergency 911 calls.

The initiative aims to reduce the strain on emergency services by using nurse-guided navigation to connect callers with appropriate care options, rather than defaulting to emergency room visits.

“The Crosswalk to Care program is just the latest tool in our public safety toolbox to help connect Indianapolis residents to the most appropriate medical care,” said Mayor Joe Hogsett.

Dan O’Donnell M.D., chief of Indianapolis EMS, stated, “This is a smarter way to serve the public. When someone calls 911, they need help—but not every situation requires an ambulance or an emergency department.”

The program addresses a growing challenge where many 911 calls involve non-emergent issues that still result in ambulance transport to emergency departments, increasing costs and tying up resources.

The Crosswalk to Care Program is expected to improve operational efficiency, reduce fuel and vehicle maintenance costs, and boost morale for first responders.

The process involves trained dispatchers assessing 911 calls and, if deemed low-acuity, routing them to a licensed nurse navigator who evaluates and guides the patient through care options.

Patients may be connected with virtual care providers, directed to urgent care centers, or given self-care instructions, among other options.

Every non-emergency caller receives a follow-up within 24 hours to ensure they accessed care and to provide additional support if needed.

The program went live in Marion County on June 16 and has already serviced approximately 200 callers.

The Crosswalk to Care Program represents a significant step in optimizing emergency medical responses in Indianapolis, promising better resource allocation and improved patient care.

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