Richmond 911 call processing times reduced to 60 seconds

RICHMOND, Va. (WRIC) -- The City of Richmond's Department of Emergency Communications announced that its 911 call processing times have been reduced to 60 seconds.

The city said a strategic change was implemented in 2024 that strengthened the average call processing time to 60 seconds.

According to the department, Richmond 911 has aimed to focus on improving public safety and emergency response services. This resulted in the elimination of transferring 911 callers to the Richmond Ambulance Authority (RAA).

All of the Richmond 911 dispatchers are certified and trained to give medical instruction by the phone -- which means the direct communication with callers can avoid the delays from being transferred to another agency.

“Every second counts in an emergency and this operational adjustment not only improves the efficiency of our responders, but also alleviates the frustration of those in crisis.” said Stephen Willoughby, director of Emergency Communications, Preparedness and Response. “We are proud to see these improvements translate into better outcomes for our community and we will continue to work closely with all public safety partners to enhance our services for the well-being of Richmond residents.”

For more information about the Department of Emergency Communications, Preparedness, and Response and its 911 services, visit rva.gov/911.