Emergency & Customer Communications

The Department of Emergency and Customer Communications (DECC) ensures the effective delivery of routine and emergency calls for service to the City of Alexandria public safety departments.

Page updated on Apr 15, 2021 at 4:50 PM

WELCOME TO THE DEPARTMENT OF EMERGENCY & CUSTOMER COMMUNICATIONS






NEWS

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Celebrating Our Public Safety Telecommunicators


During National Public Safety Telecommunicators Week (April 11-17), the Department of Emergency & Customer Communications (DECC) is celebrating its 9-1-1 dispatchers.

National Public Safety Telecommunicators Week, which began in 1981, is an annual recognition dedicated to raising appreciation and awareness of hard-working public safety call takers and dispatchers across the country. DECC employs 36 telecommunicators who dispatch for Alexandria Police, Fire and EMS. Our Public Safety Telecommunicators are the “first” first responders—the first point of contact for those responding to emergencies and the first point of contact for those seeking emergency services, from those dealing with intense personal crisis, to community-wide disasters such as the COVID-19 pandemic.  

In 2020, DECC handled more than 500,000 combined calls and service requests, and 360,000 of those calls were for 911 emergency services. The City’s public safety telecommunicators are committed and dedicated to helping every caller through any emergency, 24 hours a day, 7 days a week. For these dedicated professionals, their customers’ worst day is their workday.

Read More.


ALEX 311 TURNS ONE!


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On February 24th, ALEX 311 turned one! 2021 marks a major milestone for ALEX 311 as we strive to meet and exceed our departments mission and commitment to meet customers where they are and make government services more accessible. After one year of serving throughout the pandemic, it is our hope that customers have fully embraced the new digital options for submitting service requests and seeking information on city services and programs within the City of Alexandria. ALEX 311 gives customers an easier way to interact and connect to more than 175 City services, whether via online, mobile app, social media or by calling 311.  



2020 Award Winners

  • 2020 Public Technology Solution Award Winners

    The City of Alexandria has been recognized by the Computer Technology Industry Association and Public Technology Institute with a 2020 Solutions Award for becoming the first in the United States to enable staff to provide 911 services from home. This has allowed staff to maintain physical distancing during the COVID-19 pandemic, which helps ensure continuity of critical public safety services to the community. 

    “The City of Alexandria is proud to be the first in the nation to introduce this innovative technology solution,” said City Manager Mark Jinks. “Not only has developing an at-home capability for 911 staff helped them to continue their lifesaving services during these unprecedented times, it also provides a replicable mode for governments and other organizations to follow.”

    Read more at alexandriava.gov/117667.



  • TEXT TO 911Text to 911 transparent
    Text-to-911 is available in Alexandria. Text-to-911 is a great option for people who have difficulty speaking, are deaf, hard of hearing, or in a situation where speaking to a 911 professional via phone is not possible or dangerous. Remember, CALL IF YOU CAN, TEXT IF YOU CANT. One of our well-trained communications officers are here to help.  However, we would still prefer that callers call when they can, and text when it is nearly impossible to call.  Learn More

  • SMART 911 
    The City of Alexandria urges all residents to sign up for the Free Smart 911 service that provides our Emergency Responders with vital information. With Smart 911, anytime you make an emergency call from a phone registered with your Safety Profile, our 911 system recognizes your phone number and automatically displays your profile on the screen of the dispatcher who receives your call. Your Safety Profile can contain important information such as your physical addresses, medical conditions, medications, vehicles, pets and even emergency contacts. Plan ahead for any emergency by creating a Smart 911 profile today. 





STATISTICS

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In 2020, DECC received a total of 11 complaints/inquiries - (3 from callers, 9 from services agencies). Of those complaint and inquires, 6 were found to be valid, 4 were unfounded, and 1 was an internal investigation.

  • 3 DECC employee were presented Valor awards by the Alexandria Chamber of Commerce 



In 2019, the department received 3 commendations, six actual complaints, and twelve notification of possible complaints.

  • 3 commendation (two from citizens, and 1 from the Chief of police)
  • 18 complaints (6 from citizen, 2 from officers, and 10 from service agencies) 


    Our Mission and Vision

    The Department of Emergency and Customer Communications (DECC) is the Public Safety Answering Point for all emergency services – law enforcement, fire and emergency medical services – within the City of Alexandria.  The mission of the Department of Emergency and Customer Communications is to provide a safe and secure environment  by facilitating Police, Fire and Medical Dispatch, to preserve and protect lives  and property of all persons living in and visiting the City of Alexandria.  Learn More


    Who We AreWho We Are

    The Department of Emergency and Customer Communications is composed of 60 seasoned, professional staff who operate in the following areas: 911 Dispatch, Non-Emergency, Customer Call Center and City Radio Manager. Learn More


    Our Core Values

    Professionalism, Integrity, Service, Excellence, Respect, Dignity, Pride, Partnership and Accountability. Learn More.

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