34 people were calling 911 more than 440 times a month. The county changed who went to their door

Most people only dial 911 in a dire situation, but in Guildford County, North Carolina, dispatchers routinely fielded calls from people who were simply hungry or trapped in bed with no one to turn to. Over the course of a single month, just 34 residents dialed the emergency line more than 440 times. Recognizing that flashing sirens couldn't solve chronic isolation, the county had to come up with a plan. So, they launched the Adult Resource Team, as reported by PBS North Carolina (@MyPBSNC) on November 3, 2026, which racked up over 154,000 views.

A strained safety net

Guilford County answers roughly 100,000 emergency calls each year. Over time, paramedics found themselves functioning as an improvised social safety net. Frequent callers reached out for help getting out of bed or finding meals rather than for sudden medical trauma. "EMS has served as the social safety net for a very long time," explained Scott Muthersbaugh. However, these dispatches often drained public safety resources by deploying police cars, fire trucks, and ambulances to non-emergencies.

Rethinking the crisis response

County leaders realized that sending emergency vehicles failed to resolve chronic personal hardships. Callers turned to the dispatchers simply because they lacked resources. So, Guilford County EMS partnered with the local Department of Social Services and the Family Justice Center. Together, they gave birth to the Adult Resource Team. These teams placed three social workers and a supervisor directly inside the emergency division. The pilot began with an intensive three-month trial run.

Overcoming service gaps

Early data revealed that 34 individuals had logged over 440 calls in a single month. Once caseworkers stepped in to manage their underlying care, that number plunged by roughly 99%. Supervisor Sher Stinson identified a critical gap in aid for vulnerable older adults. Her staff began arranging ground-floor apartment transfers and linking isolated residents to out-of-state family resources. Nonetheless, navigating complex eligibility rules remains an ongoing obstacle for the field team.

Many struggling residents fall between administrative cracks when programs fail to align. "That makes us have to step outside the box and figure something out," Stinson said. For Judith Pearl, the intervention proved decisive after years of struggling to lift her ailing husband. The crew secured them placement in a long-term care facility. "They came from nowhere, and they found this place for me," Pearl said. When asked what life would look like without the team, she added, “They were necessary."

Sustaining the model

Traditional emergency squads rely almost entirely on patient transit billing to fund operations. Preventative home assessments do not generate routine hospital ride reimbursements. "EMS is really paid as a transportation benefit, so a lot of times the work that we do in the assessment and referral doesn't have the same level of reimbursement," Jim Albright explained. To keep the initiative alive, the county combines Medicaid coverage, federal grants, and local funding.

Easing the strain on 911

This initiative has helped solve a massive problem rampant across the rest of the United States. According to a study published in Health Affairs Scholar, just 3% of patients accounted for 16% of all EMS encounters. However, with the Adult Resource Team in place, non-emergency calls from these patients will be handled by them. This would help EMS tend to other patients across the county. Meanwhile, the study also revealed that more than one-third (36%) of these very frequent utilizers were adults aged 65 and older.

'Working smarter, not harder'

People are really impressed by Guilford County's leaders and their efforts. @SunBaller wrote, "Social workers are worth their weight in gold, and it's a hugely undervalued profession. It breaks my heart that someone would call 911 because they're hungry." Meanwhile, @redbloodyhands commented, "Not even living in North Carolina, but I'm glad someone did something for those who needed help. Each 911 call is different. Honestly, dunno if I'd be able to do the job if I had it."

More on Scoop Upworthy

This small town was losing tourists until the postmaster put a mailbox 30 feet underwater

Dutch supermarket introduces unique slow checkout lane for lonely seniors who want to have a chat

Mom was stunned after being charged $100,000 for baby's emergency hospital ride