New Service Improves Response Times, Frees Up Emergency Crews

August 26, 2021

9-1-1 service throughout San Bernardino County has been significantly enhanced with a new, more efficient process for handling incoming calls to determine the appropriate level of service. The San Bernardino County Council of Governments (SBCOG) is partnering with CONFIRE and emergency agencies across the county to implement the Emergency Communication Nurse System™(ECNS), helping to ensure that residents receive the Right Care, Right Now.

ECNS addresses the growing demands on health care providers by assessing and directing 9-1-1 callers to the appropriate resources and care, reducing the demand of already impacted ambulance transportation services, and reducing unnecessary ER visits and wait times, allowing physicians to quickly assess and care for patients with critical conditions.

Upon receiving a call 9-1-1 dispatchers will determine if a traditional response (fire, ambulance, police) is required. If a traditional response is not deemed necessary, the caller will be routed to ECNS (trained registered nurses) at the county’s 9-1-1 call center. Callers with non-life-threatening conditions are provided with services such as local urgent care, rides to a doctor’s office or to pick up a prescription, or telehealth visits, all while preserving fire, ambulance, and police assistance for emergencies

CONFIRE receives about 19,000 9-1-1 calls a month. Of those, 18-20% are low acuity and can be diverted to the ECNS operators.

Read more about how “Nurses step in to help 911 callers.”