Effective Monday, July 27th at 9:00 AM, the City of Richmond began transferring 911 callers requesting emergency medical services to the Richmond Ambulance Authority (RAA), following City Council’s adoption of Ordinance No. 2026-059, requiring this process change. 

For residents, the most important thing to know is simple: Continue calling 911 for emergencies. This transition will change how medical calls are processed, but it does not change how residents access emergency services. 

Over the past several weeks, the Department of Emergency Communications, Preparedness and Response (DECPR) and RAA have worked to prepare for this transition, including training personnel and updating policies and procedures to support a seamless transfer of medical-call processing.  

What residents should know: 

• Residents should continue calling 911 for all emergencies. 
• Emergency Communications Officers will continue answering all 911 calls. 
• Fire and police call processing remains unchanged. 
• When first dialing 911, callers will be asked if they need police, fire, or medical assistance. 
• Callers experiencing a medical emergency will be connected to the Richmond Ambulance Authority, where trained personnel will provide medical instructions in accordance with the International Academy of Emergency Dispatch. 
• If a caller needs both medical assistance and a police or fire response, Emergency Communications Officers will first process the information needed to dispatch fire or police and then connect the caller with the Richmond Ambulance Authority for medical assistance. 
• Emergency Communications Officers will remain on the line with callers until the connection with Richmond Ambulance Authority is established successfully.  

 “We understand that any change to the 911 process may raise questions, which is why preparation has been such a critical part of this transition,” said Stephen Willoughby, Director of the Department of Emergency Communications, Preparedness and Response. “Our priority throughout this transition has been making sure residents experience a smooth, uninterrupted path to the help they need.” 

“City Council has given us clear instruction, and our job now is to make sure it’s carried out in a way that ensures there is no impact on services to residents”, said  Chief Administrative Officer Odie Donald II.  “DECPR has actively prepared for this moment alongside RAA, and together we will continue to monitor the transition, ensuring public safety operations remain coordinated and effective.” 

“RAA is confident in the steps taken by our agency and our partners at DECPR to prepare for this transition. Our agency is fully prepared to resume processing emergency medical calls, and we look forward to continuing to work together to provide the best service possible to the community,” said RAA Chief Executive Officer Chip Decker.