A 911 call for help doesn't always require an ambulance. But these paramedics respond.

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A 911 call for help doesn't always require an ambulance. But these paramedics respond.
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The Collaborative Care Communication Center's goal is to treat an emergency where it occurs, reducing the strain on hospitals and the health care system.

Capt. Doug Schulz, with Austin-Travis County EMS’s C4 clinical navigation team, relays patient information to a doctor to determine if a 911 caller should be transported to the hospital.

“Back in March [2020], I got a call from one of our chiefs,” Schulz said. “He said, 'You are going to screen COVID calls that come in on 911, and we are going to try to deal with them without overloading the system or the ambulances.'” “Usually they don't have a relationship with a primary care provider,” Webber said. “They have no place else to turn, so disproportionately they’ll access 911.”

Selena Xie, president of the union that represents EMS workers in Austin, says 90% of 911 EMS calls are not medical emergencies, but are resource needs. For example, she said, if someone calls 911 who has trouble getting around, a paramedic can respond to help and also provide a referral for services. So this program gets people the help they need, while freeing up ambulances for the higher needs calls, like heart attacks and other life-threatening situations.

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