How emergency dispatch can use Nurse Navigator also may vary, he said.įor instance, he said that some agencies can decide to use custom workflows within their computer-aided dispatch (CAD) systems. “This means 911 centers require flexible IT systems that can be configured based on agency processes, so when a new initiative like a Nurse Navigator program is added, the system can accommodate it on the back end, providing a seamless experience on the front end for the dispatchers and responders.” “Dispatchers and call-takers need technology that allows them to quickly assess a situation, so they can provide the appropriate resources to callers in need,” he said.
Using the Hexagon software for Nurse Navigator requires more than just flipping a switch, according to Campbell. He said the ongoing deployment of this program reflects the larger trend in public safety to dispatch mental health professionals to certain calls and to otherwise offer more precise and efficient responses to 911 calls. He said results show that the use of such programs in other places has reduced emergency room visits by as much as 30 percent - along with saving “millions” of dollars and “thousands of police and EMS hours reserved and applied to more critical, life-threatening needs. One recent user of this system and the underlying Hexagon computer-aided dispatch technology is Rochester, N.Y., in a joint effort with Monroe County - though Campbell said this program can appeal to all areas facing increased 911 call volumes and service demands.
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