On the frontlines of the healthcare system, telecommunicators and EMS clinicians are often the first to recognize a person potentially infected with the novel coronavirus. Telecommunicators are facing a surge in 911 calls from people who have questions about the virus, think they may have the virus or need other emergency assistance.

To help ensure 911 personnel can appropriately and safely serve the public during the evolving pandemic, the National 911 Program is working closely with other federal agencies and national associations to provide up-to-date, accurate information.

Webinar: What EMS and 911 Need to Know About COVID-19

The following webinar, led by the NHTSA Office of EMS, originally aired on February 24, 2020 and provides the latest guidance for first responders who may take 911 calls or treat patients with potential COVID-19 infections.

The links below are resources available from the U.S. government and non-government organizations.

Preparing/Managing Pandemic Response

• Preparing for Pandemic Influenza

• COVID-19 Pandemic Continuity of Operations Response Plan

• Global Recommendations for Emergency Services Organisations to Manage the Outbreak of COVID-19

• Coordinating Call Centers for Responding to Pandemic Influenza and Other Public Health Emergencies

• Best Practices for Call Screening and Modified Response

• 911 and EMS Algorithms

• Guidance on Essential Critical Infrastructure Workers

• HHS Telehealth: Health care from the safety of our homes

• Mitigate Absenteeism by Protecting 911 Telecommunicator's Psychological Health and Well-being

• Burnout, Self-Care & COVID-19 Exposure for First Responders

• Burnout, Self-Care & COVID-19 Exposure for Families of First Responders

• Disinfection and Reuse of Personal Protective Equipment

• COVID-19 Pandemic Continuity of Operations Response Plan for Resurgence of Pandemic

• Guidelines for Executives: 911 Center Pandemic Recommendations

• Guidelines for 911 Centers: Pandemic Planning

• Guidelines for 911 Centers: Pandemic Operating Procedures

• Guidelines for 911 Centers: Cleaning and Disinfecting During a Pandemic

• Preventing and Addressing Moral Injury Affecting Healthcare Workers During the COVID-19 Pandemic

• Effective Use of 911 for Emergencies During Telehealth Sessions

• COVID-19 Testing for First Responders

• CISA Guidelines for 911 Centers: Mitigate COVID-19 Vaccination Distribution Communication

Sample State & Local Policies

• Indiana DHS Recommendations for PSAPs Preparing for Callers Concerning COVID-19

• State by State Guide to Telehealth Laws Across State Lines

• State of Indiana - COVID 19 impact on PSAPs

Additional COVID Resources

• Telemedicine Framework for EMS and 911 Organizations

• NENA COVID-19 Resources for 911

• NASNA Resources and Information on COVID-19

• Article: Ethics of PPE and EMS in the COVID-19 Era

• FAQs about Service Animals and the ADA

• Behavioral Health Resources for First Responders

• SAFECOM and NCSWIC Guidance on CARES Act Grants

• Redirecting 911 Calls for Information & Low Acuity Medical Complaints

• 911 Caller COVID-19 Disclosure

• 911 Caller & COVID-19 Disclosures Under HIPAA