Manatee County Implements Telehealth in 911 Calls as Part of New Program

With an increasing number of residents moving to the area, the Manatee County 911 Center launched a new program last month to save time and resources.

Within three weeks of the new initiative, public safety officials reported more than 30 calls connecting individuals to a telehealth clinician.

### Key Points

- The Manatee County 911 Center started a new program last month to save time and resources.

- Public safety officials have reported more than 30 calls connecting people to a telehealth clinician.

- Dispatchers follow a protocol to determine if the caller needs emergency services or a telehealth clinician.

Officials at the 911 Communications Center in Manatee County state that the facility averages about 25,000 calls per month.

When the light turns red, Joe Garmyn springs into action. Garmyn has dedicated his career to helping people, having served as a 911 dispatcher for over 16 years, and previously as an EMT and firefighter.

“I absolutely love what I do,” he said. “You get those calls that make a difference, and then you realize why you’re here.”

The center responded to 16 percent more calls in 2023 compared to the average of the previous three years. This increase prompted the county to partner with telehealth provider MD Ally to assist with non-emergency calls, like the one Garmyn is handling.

When a 911 dispatcher answers a call, they follow a protocol to decide if the caller requires emergency services or a telehealth clinician.

“It really is to alleviate the stress off of the system and to make sure that ultimately these patients get the help that they need,” Garmyn said. “But also not to negate the fact that there are true emergencies out there, and we need to make sure that we’re caring for those patients properly.”

In the first three weeks of the partnership, dispatchers transferred more than 35 calls to a telehealth professional. This vital community role can be stressful, noted Garmyn, who often takes walks during his breaks to decompress.

“For me, it helps a lot,” he said. “Sometimes you just want to get out of the center. Sometimes you just want to get away. Maybe you took a bad call, or maybe you’ve just taken a lot of calls in a row and need to clear your head.”

Despite the challenges, Garmyn finds it worthwhile because he is making a difference and saving lives. He has two leaves on the facility’s Tree of Life, where workers are recognized for saving lives. He has twice helped save someone experiencing cardiac arrest.

“These names represent all of the telecommunications supervisors, dispatchers upstairs that have attributed to either a child being born or bringing somebody back from cardiac arrest,” he said of the recognition. “These are the calls that kind of bring you back to why you are here.”