Richmond Department of Emergency Communications

RICHMOND, Virginia – No longer relying on copper wires to transmit calls, the Richmond Department of Emergency Communications switched to an Internet Protocol-based 9-1-1 system in late 2021.

The department began preparing for the switch to the digitally adapted system in 2018, and it was deployed in October 2021.

“We are consistently on the forefront of technological innovations,” said Stephen Willoughby, director of the Richmond Department of Emergency Communications. “This advancement to Next Generation 9-1-1 allows us to continue to provide outstanding 911 emergency services to the city of Richmond.”

With a vast majority of calls coming from wireless phones, this infrastructure helps ensure that 9-1-1 calls are routed to the closest emergency communications center. It also allows call-takers more accuracy in locating 9-1-1 callers, because it uses geographic information systems (GIS) in mobile phones, rather than determining callers’ locations based on cell phone towers. In addition, it provides a more direct connection, reducing the time it takes for a call to reach the emergency communications center.

If a natural disaster or other crisis were to render the emergency communications center unusable or overloaded, this Internet Protocol (IP) based system makes it easier and more efficient for the Richmond Department of Emergency Communications to continue operations and recover quickly.

“Next Generation 9-1-1 not only improves our system now, but it also will allow us to take advantage of future technological advances,” Willoughby said. These advances could include accepting the transmission of images and videos and communicating with smart devices and sensors in the future.

Learn more about Next Generation 9-1-1 at 911.gov, and watch the video here: https://youtu.be/OyrfOwIpOuw.

The Richmond Department of Emergency Communications is a recognized leader in implementing technological advances to keep Richmond safe. Other advancements have included:

• Developed an original computer-aided dispatch (CAD) system that was used by the city, and other localities, for 26 years.
• Developed the Automated Secure Alarm Protocol (ASAP), which has won 12 project awards, is in use by 20 alarm monitoring companies and more than 60 emergency communications centers, and is an American National Standard.
• Became one of the first in the country to begin using FirstNet, a wireless broadband network built exclusively for public safety, in 2018.
• Led the Richmond area in offering text-to-911 services, beginning in 2018.