How Richmond’s DEC 911 call data compares to RAA, national industry standards

RICHMOND, Va. (WRIC) — 8News is uncovering new details in the fight over who should be handling the city of Richmond’s 911 calls.

Richmond's Department of Emergency Communications (DEC) and the Richmond Ambulance Authority (RAA) both presented data to city council members on why they should control 911 calls during the council's Public Safety committee meeting on Tuesday, March 25.

In July 2024, the DEC began handling and processing 911 calls without the RAA after a recommendation from a third-party consultant, with the intent to improve customer service and public safety.

But how does DEC’s data stack up with national industry standards?

One such standard: The International Academies of Emergency Dispatch

The International Academies of Emergency Dispatch (IAED) is the industry standard for Emergency Medical Dispatch (EMD) call taking.

According to IAED standards, to meet accreditation requirements, non-compliant numbers cannot exceed 7%, low compliance numbers cannot exceed 10% and your partial compliance numbers cannot exceed 10%.

8News obtained data from DEC that detailed call compliance between July 8, 2024 and March 31.

That data shows that 27% of DEC's calls during that time were non-compliant -- a rate 20% over what IAED allows.

DEC call compliance data between July 8, 2024 and March 31, 2025.

Low compliance was 8%, which falls within the IAED's standard. However, partial compliance was 12.5%, which is 2.5% above what IAED allows.

Another standard: National Emergency Number Association

The National Emergency Number Association (NENA) standard for answering 911 calls is answering 90% of calls in 15 seconds or less and answering 95% of calls in 20 seconds or less.

According to DEC data, its dispatchers are answering 88% of 911 calls in 15 seconds or less, which does not meet NENA standards. They are also answering 90% of 911 calls in 20 seconds or less, which does not meet NENA standards.

DEC call answering standards compared to NENA.

Tory Maye, DEC's deputy director of operations, said staffing and call volumes are just a few of the reasons DEC did not meet the mark.

"This center has always been the main, primary answering point for the city of Richmond,” Maye said. “There are going to be times in which you have peaks [in] call volumes. Those are only anomalies. I think if you were to access any other urban environment around the country, you would see that most centers don't perform to this level.”

Maye noted his team is meeting the standard of an accrediting agency for law enforcement, CALEA. 

How does RAA stack up?

8News also obtained data from RAA, which captures 911 call performance during the second half of 2023.

That data shows the organization exceeds NENA standards for call answer time and meets IAED accreditation requirements for call compliance.

Both groups will attend the city’s next public safety meeting with comparable numbers on Tuesday, April 22.