As urban 911 systems across Canada continue to experience increasing call volumes, ambulance offload delays, and growing pressures on emergency departments. proactive and patient-centered models of care are becoming increasingly important. This presentation explores the integration of a Community Paramedicine Chronic Disease Management (CDM) program within the Central Ambulance Communications Centre (CACC) to support early intervention, continuity of care, and alternative pathways for patients whose needs can be safely managed outside of the traditional emergency response model.

The session will examine how Community Paramedics, Emergency Medical Dispatchers, and management teams collaborated to operationalize a pathway that identifies appropriate patients, and connects them with Community Paramedics for in-home assessment, chronic disease support, follow-up care, and referral to additional community resources. Attendees will gain insight into the planning and implementation process, including stakeholder engagement, policy development, patient selection criteria, risk mitigation strategies, dispatch workflows, training considerations, and interprofessional collaboration.

The presentation will also highlight operational successes and lessons learned from both the communications and clinical perspectives. Topics will include improved patient continuity of care, reductions in repeat system utilization, workforce adaptation challenges, and the importance of escalation pathways when patient conditions change. Finally, the session will explore future opportunities for integrated care navigation within emergency communications, including expanded referral pathways, enhanced clinical triage, and the evolving role of CACCs in supporting proactive, community-based healthcare delivery.

This presentation is designed for emergency communications leaders and public safety professionals seeking scalable strategies to improve patient outcomes while supporting health system sustainability.