After-call surveys

The Richmond Department of Emergency Communications, Preparedness and Response (DECPR) is dedicated to providing excellent service to the city of Richmond. DECPR is the city department that is responsible for answering and dispatching 911 and nonemergency public safety calls in Richmond.

To offer additional opportunities to gain feedback from callers, DECPR sends short, three-question surveys via text message to some callers who place non-life-threatening 911 calls in the City of Richmond. DECPR uses a third-party vendor, PowerEngage, to send the surveys.

If you receive a text message survey a few hours or a day after calling 911, it is very important that you answer the questions as accurately as possible, based on the service you received during your call to 911, not on the service provided by other first responders. The results of the survey are used to monitor and improve the services provided by DECPR. The answers that you provide have no effect on the service you receive on any individual call.

If you do not want to participate in the survey, simply do not respond. You may reply STOP to opt out of future text surveys from DECPR.

Do not use the surveys to report any other emergency or request help. You would need to call or text 911 for immediate help. If you need to file a police report or request nonemergency public safety help, call 804-646-5100. For other city services, call 311, visit rva311.com or use the RVA311 app.

Learn more about the dos and don'ts for calling and texting 911.

DECPR also conducts a full citizen survey online and via paper surveys of adults who live, work or study in Richmond. That survey is conducted every two years as a requirement of its accreditation. More information on those surveys and other community outreach.

Contact us

We encourage callers to let us know if the 911 service you received did not meet your needs by filing a formal complaint, so that we can fully investigate. You may file a complaint by calling the DECPR office number, 804-646-5911. See more information on how to file a complaint or offer commendations.

If you have further questions or would like to request a call-back from a staff member about your survey or your experience, please email us at 911rva@rva.gov.