911: Call if you can, text if you can't

When calling 911

Do:

• Call 911 only when you need an immediate response, such as someone is hurt, property is being damaged or a crime is being committed.
• Call 911 first before making any other call.
• Stay on the line until your call is answered, even if you dial 911 by mistake.
• If more calls are coming in while call-takers are busy with other callers, you will hear a recording. Stay on the line, and your call will be answered in the order it was received as quickly as possible, usually within seconds. 
• Speak clearly and calmly.
• First, tell the operator the address of the emergency, either a street address or intersection, and any landmarks you can see.
• Then, answer all of the operator’s questions to the best of your ability. The information is automatically provided to dispatchers, who are sending first responders. The information you provide helps to ensure you are getting the right response as quickly as possible.
• Stay on the line to provide additional information and to get instructions for keeping everyone safe until the first responders arrive. Answering questions and getting instructions DOES NOT SLOW the response in any way. In emergencies, the first responders already are on the way.
• If you are calling for a medical emergency, Richmond 911 will transfer your call to the Richmond Ambulance Authority. Stay on the line until the paramedics answer to gather more information and give you instructions until the ambulance arrives.
• Teach children and those with disabilities how to call and text 911 for help. Resources are available
  here. 
• Let us know if you are not receiving the service you need from 911. Learn how here.

Do Not:

• Do not allow children to play with old cell phones, which may be able to dial 911.
• Do not hang up once 911 has been dialed. You can explain to the operator if the call was made by mistake. Wait until the operator advises you to hang up.
• Do not hang up if you get a recording. Stay on the line, and your call will be answered in the order it was received, usually within seconds.
• Do not assume the operator knows your location.
• Do not hang up until you are advised to do so.
• Do not hang up while your call is being transferred to the Richmond Ambulance Authority.
• Do not call 911 for non-emergencies when no immediate Police, Fire or EMS help is needed. Other resources for help are available. For non-emergency public safety help, call 804-646-5100.
  For mental health help, call 988, and see more information here. For other city services, contact 311.
  For other types of help, see this printable graphic: 
  Who to call for what 2023 redesign.pdf

When texting 911

Do:

• Call if you can, text if you can’t.
• Send a text message to 911 if you are deaf or hard-of-hearing, can’t speak, or it is not safe for you to speak.
• Provide the exact location of the emergency in the text message.
• If you do not receive a reply by text or if you receive a reply that texting is not available, call 911.
• Provide the address of the emergency and then answer the call-takers' questions to the best of your ability. The information is automatically being provided to dispatchers. Answering questions and getting instructions from the call-taker DOES NOT SLOW the response in any way.
• Teach children and those with disabilities how to call and text 911 for help. Resources are available
  here. 

Do Not:

• Do not text and drive.
• Do not send photos or videos to 911 at this time.
• Do not copy others on the message to 911. Text-to-911 cannot include more than one person.

More information on text-to-911