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 7, 2021 at 10:22 AM




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DECC obtained its first CALEA Accreditation on March 24, 2018.  This was a crowning achievement for DEC as it accurately conveys our commitment to excellence. Currently, we are in the process of becoming Reaccredited for another 4 years to continue our commitment to excellence.

A team of assessors from the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA), will receive public comment in conjunction with a virtual assessment of the City's Department of Emergency & Customer Communications (DECC). 

CALEA’s Public Safety Communications Accreditation program requires agencies to comply with internationally recognized standards in the areas of policies and procedures, administration, operations, and support services. The reaccreditation process is used to verify that DECC continues to meet those established standards. The assessment team, composed of public safety practitioners from out-of-state agencies, will audit written materials and interview individuals to review compliance.

As part of the process, City employees, public safety partners and members of the community are invited to offer comments at a public information telephone session. Anyone wishing to comment may call the assessment team members on October 18, from 1 to 3 p.m., at 703-746-1980. Telephone comments are limited to 10 minutes and must address the DECC's ability to comply with CALEA standards.

Those wishing to submit written comments about the Department of Emergency & Customer Communications’ compliance with accreditations standards may send them to the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA), 13575 Heathcote Blvd., Suite 320, Gainesville, VA 20155. 

To learn more about the Commission on Accreditation for Law Enforcement Agencies, Inc., and the accreditation process, please visit  www.calea.org  or contact DECC's Accreditation Manager Tiana Allen at 703.746.1867.

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 911 Text 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 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.