The program was launched in January 2024 to address preventable nonemergency calls to 911 operators in the city. MIH does this by providing care to those who need medical attention but may not need a trip to a hospital or emergency room, reducing strain on emergency services and first responders, according to the release.
What you need to know
In 2025, from January to September, preventable, nonemergency calls within a cohort of 59 patients were estimated to have decreased by approximately 79%. This equates to over $500,000 in savings to city emergency services, according to a case study by the city.
MIH Specialist Ashley Cammack said the service adds another tool to the belt of emergency service workers.
“The MIH program gives those first responders the ability to refer patients they know are ready for help directly into our program. It’s a powerful step in bridging care for those who need it most,” Cammack said in the release.
About the program
The New Braunfels Fire Department uses raw call data to determine which patients need to be added to the program. Fire department staff and other emergency responders can also make referrals. New Braunfels officials receive around 1,300 emergency calls annually from residents identified as high callers, with some calling as many as 20-30 times per year, as previously reported by Community Impact.
While the program vehicle carries basic life support equipment, the MIH specialists help patients navigate and receive local resources outside of the emergency response system to address continued care, according to the city’s emergency services website.
In other news
The program was recently awarded the Municipal Excellence Award by the Texas Municipal League for its innovation and operational excellence in public health and safety, according to the city.
The Municipal Excellence Award is given to programs and initiatives that provide innovative services and long-term value to cities and that have the ability to be adapted to other cities across the state, according to the league’s website.
