Indianapolis, Indy EMS introduces Crosswalk to Care 911 program

INDIANAPOLIS — A new collaboration between the city of Indianapolis and the Indianapolis Emergency Medical Services is aimed at helping improve the way the community responds to non-emergency 911 calls.

Officials recently announced the Crosswalk to Care program, an initiative that introduces nurse-guided navigation to connect callers with more appropriate care options, according to a news release. This program has been in effect since mid-June and has served around 200 callers.

Officials said this new initiative is expected to:

• Reduce pressure on EMS personnel and hospital emergency rooms
• Improve operational efficiency
• Reduce fuel and vehicle maintenance costs
• Boost morale for first responders
• Offers patients better access, shorter wait times and a more personalized experience without compromising safety.

“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,” Indianapolis Mayor Joe Hogsett said in the release. “Not only will this new method of dispatch for Indianapolis EMS better support residents, but it will also ensure that IEMS staff can better focus their efforts on urgent, emergency situations.”

The release said that if a 911 call is determined to be not life-threatening, it could be routed to a licensed nurse navigator for further evaluation. This will give the nurse the chance to guide a patient through care options for their specific need.

“This is a smarter way to serve the public,” Dan O’Donnell M.D., the chief of Indianapolis EMS, said in the release. “When someone calls 911, they need help—but not every situation requires an ambulance or an emergency department. This program gives us a better way to respond, while preserving EMS readiness for true emergencies.”

The release said that every non-emergency caller receives a follow-up within 24 hours to check on their health and provide additional support if needed.

“Our 911 dispatchers work tirelessly to ensure that every caller receives the best treatment available to them,” Tom Sellas, the chief of Metropolitan Emergency Services Agency, said in the release. “Being able to efficiently connect callers to a service that can spend time assessing the true needs of the moment will not only provide better service for the caller but will allow our dispatchers to respond to future calls more efficiently.”

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