Richmond 911 callers can soon provide feedback on calls for service via text message

Some 911 callers in Richmond will begin to receive follow-up text messages next week asking for their ranking of the service they received and additional information.

Beginning March 20, those who call 911 with some types of non-life-threatening emergencies will receive a text message within hours or a day after the call with a short survey about the service they received on the call.

The Richmond Department of Emergency Communications, Preparedness and Response is using the feedback from callers as another way to ensure that it is continuing to deliver excellent emergency services to Richmond.

“It is very important that those who receive the text message answer the questions as accurately as possible, based on the service they received on the call, not on the response from first responders with different agencies,” said Director Stephen Willoughby. “We use the feedback that callers provide to monitor and improve our 911 services to Richmond residents and visitors, as well as the other measurements of service that we have in place.”

Those who would like to offer feedback, but do not receive a text message, are encouraged to email [email protected] or call 804-646-5911. More information about offering commendations or filing a complaint is on the department’s website athttps://www.rva.gov/911/comments. In addition, the department conducts a full survey of adults who live, work and study in Richmond every two years. More information about those surveys and results are at https://www.rva.gov/911/community-outreach.

The Department of Emergency Communications, Preparedness and Response is using a third-party vendor, PowerEngage, to send the text-message surveys and report the results. Text messages may be sent for other uses in the future.

More information about the text-message surveys, from the news release:

• The answers that callers provide in the text message have no effect on the service provided to that caller.
• Callers who do not want to participate in the text-message survey would simply not respond to the text message. They also may reply STOP to opt out of future text surveys from DECPR.
• Callers should not use the surveys to report any other emergency or request help. They would need to call or text 911 for immediate help. 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.
• Those who have further questions or would like to request a call-back from a staff member about the survey or their experiences, may email [email protected].
• More information about the after-call survey is at https://www.rva.gov/911/survey.