Tulsa Fire Department CARES Program: Providing Outreach and Assistance to Tulsans while Reducing 911 Call Volumes

Tulsa Fire Department CARES Program

TFD CARES, or Community Assistance Referrals and Educational Services, is a program through the Tulsa Fire Department that connects 911 high utilizers and vulnerable populations to critical resources in Tulsa.

High utilizers are those who call 911 more than 15 times a year, often for non-emergencies.

In 2017, the University of Tulsa conducted a study on the program from January to March and found that 911 utilization had dropped by 70% when individuals had been connected to the resources that they needed.

“I think what makes TFD CARES really strong and really a great program is we’re connected and integrated with all of the community and support structures in place,” said Emergency Medical Services Director, Chief Justin Lemery. "We are now working with local community partners, whether it's hospitals, behavioral health partners, or other vital community resources to really connect individuals to those services."

TFD CARES consists of two case managers with experience in navigating community resources and conducting needs assessments who determine the needs of the client to ensure they are in a safe and livable environment.

“They stay with those clients until those needs are met,” said Chief Lemery. “They’re navigating things like hand bars, wheelchair ramps, food insecurity, medication adherence, also help with individuals who are not currently housed.”

The program is supported through an Ascension St. John Hospital initiative that aims to improve the health and well-being of Tulsans by addressing health care, social, and environmental drivers of health. Hospitals and first responders are connected and integrated within one system, called Julota, that provides real-time updates on clients and their situations. Utilizing this system, the fire department saw an 80% reduction in 911 utilization since 2023.

“We thought it was very important moving forward in the growth of this program, being an extension of the hospitals and helping firefighters reduce those 911 calls,” said Chief Lemery. "And as we continue to address root cause issues, why is that individual calling 911, programs like TFD CARES answer that call and they get to those root cause issues and help improve that person's life."

Chief Lemery also said they are using this information across different parts of Tulsa to be more proactive in helping citizens and community partners.

This innovative program supports the Mayor/Council Priority of Public Safety and utilizing more alternative response methods.

TFD CARES is also one of many City of Tulsa programs and resources in place to help address homelessness at the intersection of housing and mental health.