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 Oct 6, 2020 at 11:40 AM



Alex311 CS WEEK 2020

  • Happy Customer Service Week 

Join us this week, Oct 5 - 10th as we celebrate Customer Service Week across the world. Customer Service Week was proclaimed by Congress in 1992 and is recognized annually during the first week of October. This year's theme is Dream Team, and we will be highlighting members of our #DreamTeam that go above and beyond throughout the week in celebration of CSWEEK 2020. During this time, we would also like to take the opportunity to celebrate our City of Alexandria stakeholders, who allow us to serve them with a unique customer service experience. 

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Learn more about Customer Service Week HERE!

2020 Award Winners

  • 2020 Public Technology Solution Award Winner's

    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.



    The City of Alexandria is devastated by the loss of Robert Bloom, Public Safety Systems Administrator in the Department of Emergency and Customer Communications (DECC), in a vehicle crash on the morning of July 20, 2020.

    Bob joined the City in 2016, following previous roles with the Metropolitan Washington Airports Authority, the City of Baltimore, and telecommunications vendors. After beginning his career in a small county 911 center in Pennsylvania, Bob helped implement nearly every advancement in 911 technology over the next three decades. Bob earned several of the top certifications in his field, and was regarded as a national leader in public safety telecommunications. Bob chaired the 2019 international convention of APCO International (the global organization of public safety communications professionals), and served on APCO's cybersecurity committee.

    In 2020, Bob led Alexandria to become the first city in the United States to enable staff to answer 911 and 311 calls from home. This helped DECC reduce the risk to staff from COVID-19 and ensure continuity of service to the community.

    Bob was an extremely dedicated and talented professional, whose 30-year career in public safety demonstrated a deep commitment to saving lives and serving people. His technical expertise, industry knowledge and practical experience helped protect first responders and the communities they serve.

    Bob's colleagues in DECC, across the City and around the world are saddened by his loss and send deepest condolences to his family and friends. Information about arrangements will be provided here when it becomes available. 

    To share a memory or offer condolences to the family, please visit "ROBERT BLOOMS TRIBUTE PAGE".  

     Press Release: alexandriava.gov/116802

  • Alex311 Logo 370x370ALEX 311 IS HERE!
    On Monday, February 24th, ALEX 311 officially launched! The new 311 Initiative marks a major milestone for DECC. It's our departments mission and commitment to meet customers where they are and make government services more accessible. With this new initiative, it is our hope that customers fully embrace 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. Read more about 311.

    I personally want to extend my THANKS to ALL the hard-working staff across the City who have been involved in making this launch a success.

    Congratulations and thank you for all your efforts! 
    ~Director Renee Gordon  

  • 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. 

    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 VisionOur 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.