Posted September 26, 2024

RICHMOND, Virginia – To improve emergency response times and enhance communication during crisis situations, the Department of Emergency Communications, Preparedness, and Response (DECPR) announced on Tuesday the implementation of a new automatic callback feature at the city’s 911 center.

Beginning on September 24, 2024, when an abandoned call is received from either a wireless or landline, a new automatic callback feature will initiate a callback to the number from which the call originated. Upon receiving the callback, the caller will have the option to be connected to the dispatch center for assistance with emergencies or non-emergencies. Callers who accidentally call 911 are encouraged to stay on the line and let the call-taker know it was an accidental call. The automated callback feature will make up to two additional attempts to reach the caller, ensuring that every effort is made to establish contact and provide necessary support.

Also, during times of high call volume, staying on the line for the next available 911 call-taker is the quickest way to receive emergency assistance.

“We are committed to providing the highest level of service to our community, especially in their most critical moments,” Stephen Willoughby, Director of Emergency Communications, Preparedness, and Response said in a statement. “With this new feature, we aim to reduce the risk of missed calls and ensure that every caller receives the help they need when they need it most.”

DECPR encourages residents to utilize the 911 system with confidence, knowing that their safety is top priority. For more information about how to use 911 and Richmond’s ongoing commitment to community safety, please visit rva.gov/911