Richmond’s ongoing 911 call battle remains undecided

 RICHMOND, Va. (WRIC) — For the fourth time this year, Richmond city council members need more time to decide as the ongoing battle over who should handle 911 calls remains undecided. 

On May 29, the Department of Emergency Communications (DEC) and Richmond Ambulance Authority (RAA) presented data comparing both agencies against national standards during a public safety committee meeting. 

This comes after city council members expressed frustration that their data request hadn't been fulfilled in April.

RAA CEO Chip Decker pointed to the agency’s consistent record of service.

“We have a proven track record over consistency for providing,” Decker said. “I think the data shows that we can assist in making the whole experience more successful.”

According to the data, RAA exceeded all national performance standards for 911 response. In contrast, DEC met only one out of five benchmarks.

DEC Deputy Director Tory Maye defended the department’s performance, highlighting the challenges it faces.

“Our jurisdiction is the second busiest call center in the entire state of Virginia. Only second to Fairfax,” Maye explained.

He added that unpredictable spikes in emergency calls, particularly in high-crime areas, and the types of services needed make it difficult to keep up with demand.

“When we have random gunfire in neighborhoods such as things that are happening in the big six, sometimes it causes peaks in call volume. It makes it a little difficult to meet that demand. But the folks are always ready,” Maye said.

Councilmember Reva Trammell acknowledged the uncertainty surrounding the decision.

“It looks like there's still some things that haven't been worked out yet,” Trammell said.

Council members also requested data on the number of calls being sent to a hold message.

The Public Safety Committee tabled the vote for its next meeting on June 24.