DeKalb County’s Nurse Navigation Program Sets National Standard for EMS Innovation
2.18.2025
DeKalb County in Georgia has managed more than 11,000 calls in 2024 alone, improving emergency response and reducing medical spending for patients.
American Medical Response (AMR), a division of Global Medical Response (GMR), is proud to celebrate the resounding success of GMR’s 911 Nurse Navigation program in DeKalb County, Georgia.
“Nearly half of our 911 calls in DeKalb involve conditions that don’t pose an immediate threat to life or limb,” said GMR South Region Vice President of Operations Brett Jovanovich. “With the support of our parent company’s innovative Nurse Navigation program, AMR can dedicate its advanced resources to life-threatening emergencies while seamlessly guiding non-urgent callers to high-quality, alternative care solutions.”
This innovative initiative has revolutionized how 911 calls are managed, achieving record-high engagement in 2024 and becoming one of the nation’s most impactful programs of its kind. Last year, the DeKalb County Nurse Navigation program answered over 11,000 calls, earning recognition as one of the most utilized and effective initiatives in the country.
“We’re confident that this program is making a meaningful difference for our community. By redirecting calls that aren’t life threatening to suitable care pathways, the program is easing the strain on emergency resources.” Jovanovich explained. “While it’s still early to qualify its long-term impact, we are encouraged by the positive trends—we’re confident that this program is making a meaningful difference for our community.”
The greatest impact of Nurse Navigation is how it reinforces the critical role EMS plays as an integral part of the healthcare system. DeKalb County’s Nurse Navigation program has seamlessly integrated into the local 911 system. Today, highly trained dispatchers assess incoming calls, swiftly deploying AMR ambulances and fire engines to life-threatening emergencies and urgent needs while redirecting callers with non-life-threatening issues to licensed nurses who use evidence-based clinical protocols to evaluate the patient’s condition and connect them with the most appropriate level of care. Depending on the situation, nurse navigators can arrange transportation to urgent care, schedule an appointment at a Federally Qualified Health Center, or facilitate virtual care with a physician in real time. With a range of resources at their disposal, nurses ensure that each patient receives the right care at the right time.
Jovanovich adds, “The program is a testament to the transformative power of innovation in healthcare. We are not only enhancing patient outcomes but also ensuring that AMR’s first responders can focus on the most serious, time sensitive emergencies. This program represents the future of emergency medical services, and we are proud to lead this vital shift in DeKalb County and beyond.”
Nurse Navigation programs are now active or launching in over 30 communities across 14 states, collectively benefiting more than 200,000 callers. In 2024 alone, the program saved an estimated $21 million by preventing unnecessary ambulance transports, avoidable emergency department visits, and other costly interventions.
“Nearly half of our 911 calls in DeKalb involve conditions that don’t pose an immediate threat to life or limb,” said GMR South Region Vice President of Operations Brett Jovanovich. “With the support of our parent company’s innovative Nurse Navigation program, AMR can dedicate its advanced resources to life-threatening emergencies while seamlessly guiding non-urgent callers to high-quality, alternative care solutions.”
This innovative initiative has revolutionized how 911 calls are managed, achieving record-high engagement in 2024 and becoming one of the nation’s most impactful programs of its kind. Last year, the DeKalb County Nurse Navigation program answered over 11,000 calls, earning recognition as one of the most utilized and effective initiatives in the country.
“We’re confident that this program is making a meaningful difference for our community. By redirecting calls that aren’t life threatening to suitable care pathways, the program is easing the strain on emergency resources.” Jovanovich explained. “While it’s still early to qualify its long-term impact, we are encouraged by the positive trends—we’re confident that this program is making a meaningful difference for our community.”
The greatest impact of Nurse Navigation is how it reinforces the critical role EMS plays as an integral part of the healthcare system. DeKalb County’s Nurse Navigation program has seamlessly integrated into the local 911 system. Today, highly trained dispatchers assess incoming calls, swiftly deploying AMR ambulances and fire engines to life-threatening emergencies and urgent needs while redirecting callers with non-life-threatening issues to licensed nurses who use evidence-based clinical protocols to evaluate the patient’s condition and connect them with the most appropriate level of care. Depending on the situation, nurse navigators can arrange transportation to urgent care, schedule an appointment at a Federally Qualified Health Center, or facilitate virtual care with a physician in real time. With a range of resources at their disposal, nurses ensure that each patient receives the right care at the right time.
Jovanovich adds, “The program is a testament to the transformative power of innovation in healthcare. We are not only enhancing patient outcomes but also ensuring that AMR’s first responders can focus on the most serious, time sensitive emergencies. This program represents the future of emergency medical services, and we are proud to lead this vital shift in DeKalb County and beyond.”
Nurse Navigation programs are now active or launching in over 30 communities across 14 states, collectively benefiting more than 200,000 callers. In 2024 alone, the program saved an estimated $21 million by preventing unnecessary ambulance transports, avoidable emergency department visits, and other costly interventions.
