Riverside County’s New 911 Nurse Navigation Program
Riverside County has introduced a new way of handling certain 911 medical calls. The 911 Nurse Navigation Program is designed to guide callers to the most appropriate level of care, while keeping ambulances and emergency rooms available for life-threatening situations.
In the past, every medical call to 911 often meant dispatching an ambulance, paramedics, or even fire engines — even if the issue wasn’t urgent. That put extra strain on the system and led to costly emergency room visits. The new program is meant to reduce overload by offering callers another option.
Here’s how it works. When you dial 911, the dispatcher asks the usual screening questions. If your condition doesn’t appear immediately life-threatening, you may be offered a transfer to a Nurse Navigator. This is a registered nurse who reviews your symptoms in detail using physician-approved guidelines. Based on the nurse’s assessment, you might be directed to an urgent care clinic, a telehealth visit, or even safe self-care at home. If there is any doubt about your condition, or if you request it, an ambulance is still sent.
County officials emphasize several safeguards:
Dispatchers do not make medical judgments; nurses handle the assessment.
Protocols lean cautious, defaulting to emergency response when necessary.
No caller is denied an ambulance if they want one.
Some people worry that residents don’t call 911 unless they truly believe it’s an emergency. County leaders recognize that concern but point out that fear, uncertainty, or lack of access to regular medical care often drive those calls. The Nurse Navigation Program doesn’t dismiss those situations — instead, it provides professional reassurance while still keeping the emergency option available.
For residents, the message is clear: if you call 911, you will still get help. What’s new is that you may also be offered a path that is faster, less expensive, and better suited to your situation, while protecting emergency resources for the neighbors who truly need them.
Source: Riverside County Emergency Management Department – rivcoready.org/911Nurse