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First responders in the east Texas city of Longview are getting help from a recently formed organization.

The GLOW program helps connect residents with services they need.

Amy Hooten, community health section chief for the City of Longview, said people sometimes call 911 for nonemergency issues.

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"Like transportation, food insecurity, they have trouble getting their medication," Hooten outlined. "They don't really have family support. They're not able to connect with the resources that are available in the community, and so that's what we do."

She explained GLOW is made up of eight entities within Longview including the city, the county, United Way, both hospitals and mental-health services. It's funded through a grant from Episcopal Health Foundation.

The program was formed toward the end of the COVID-19 pandemic. Once residents sign up, a needs assessment is performed to determine what services they are lacking.

Hooten noted it is beneficial in addressing nonmedical drivers of health.

"As we're following them, we're able to see where the gaps in services are and where the gaps in connection are," Hooten observed. "Then we can help each other as medical agencies and as agencies within our community that are trying to help people with their needs."

She pointed out while 911 is designed to get people to emergency services, it also receives a range of calls from requests to tuck someone in at night to assistance with making a sandwich.

"Our highest utilizer at one point was 87 times in a year," Hooten recounted. "He sometimes was calling every day of the week, multiple times in a week, and with the GLOW program we were able to connect him to the right resources and give him some of the things he was needing, and he started calling once every three months."

She added connecting residents with the proper organizations frees up first responders for emergency calls.