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Emergency and 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 July 11, 2025 at 12:07 PM

DECC

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DECC Official Logo

The Department of Emergency & Customer Communications (DECC) is the Public Safety Answering Point for all emergency services within the City of Alexandria.  All 9-1-1 calls are routed through DECC, along with 311 & non-emergency telephone calls of varying concerns and requests. DECC provides 24-hour, two-way radio communications and other essential services to police, sheriff, fire, and other local public safety departments.

Our Mission 

To provide a safe and secure environment by facilitating Police, Fire, and Medical dispatch to preserve and protect the lives and property of all persons living in and visiting the City of Alexandria. Additionally, we strive to enhance the quality of life for our residents through the efficient and effective delivery of city services through Alex311, which provides easy access to information and assistance.

Our Vision

We're committed to providing our community with exemplary service in Public Safety 911 and 311 City services. We strive to ensure that our community receives timely, efficient, and effective assistance in emergencies as well as in non-emergency situations. 

Join Us In The Community! 🎉

This summer, connect with DECC throughout Alexandria and discover how we're making a difference together!

Upcoming Events

Community Cookout

Alexandria & USA Birthday Celebration

National Night Out

If you have an event you would like Alex911 & Alex311 to attend, please let us know by submitting a service request. Be sure to include all the relevant details, and we’ll get back to you soon!

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Building Safety 2025 (2)
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Rec Fest 2025 (1)
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DECC Services

Male 911 Call taker at console

9-1-1 Dispatch

This service receives and dispatches 9-1-1 emergency calls.

4444 Agent at Supervisor mount working in center

Non-Emergency

This service handles non-emergency calls related to Police, Fire, and EMS. You can reach this service at 703.746.4444. 

Alex311 Female Agent

Alex311

This service provides a single point of contact for City government services and information. You can contact them through 311 or dial 703.746.4311. 

DECC Radio Engineer Tour with Scouts

City Radio Manager

This service operates and maintains the Project 25 (P25) Standard radio system used by DECC and other City departments.

 

DECC 911 Supv
DECC 911 Dispatcher in Training
Hybrid 4444 Non emergency female agent
Alex311 Calltaker
DECC 911 Dispatcher Jo
DECC Training Instructor
DECC 911 Dispatcher male
911 dispatchers holding radio working in hotel
DECC 911 Supv 2
DECC 911 Dispatcher male 2
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DECC 911 Supv
DECC 911 Dispatcher in Training
Hybrid 4444 Non emergency female agent
Alex311 Calltaker
DECC 911 Dispatcher Jo
DECC Training Instructor
DECC 911 Dispatcher male
911 dispatchers holding radio working in hotel
DECC 911 Supv 2
DECC 911 Dispatcher male 2

Our Core Values

Core Values Image

We are dedicated to offering the best possible customer service and experience and take pride in it. We believe in upholding core values such as professionalism, integrity, service, excellence, respect, dignity, pride, partnership, and accountability in all our interactions with our residents and stakeholders.

These core values are at the heart of everything we do!

Professionalism

We exhibit conscientious, courteous, and businesslike behavior in the workplace and conform to our profession's highest ethical and technical standards.

Integrity

We are strongly committed to the highest performance standards, moral and ethical conduct, and truthfulness in all relationships.

Service

We provide quality service in a courteous, efficient, and accessible manner.

Excellence

We consistently strive to demonstrate our professional and technical excellence.

Respect

We treat all persons, including our co-workers and residents, during their time of need in a fair, impartial, unbiased, dignified, and courteous manner, with respect for individual differences and ethnic and cultural diversity.

Dignity

We treat all persons with dignity during their time of need.

Pride

We take great pride in our skills, our fellow co-workers, our organization, and our commitment to public service.

Partnership

We value our relationships with others and make quality, transparent decisions in cooperation with our co-workers and customers.

Accountability

We hold ourselves accountable for our actions, and we are accountable to the community for all that we do.

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Smart911

The free Smart911 service allows individuals and businesses to create online safety profiles with home, workplace and mobile phone numbers, along with additional information that would be valuable to dispatchers and first responders during an emergency.

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Text to 911

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. Call if You Can, Text if You Can't!

CALEA Accreditation Logo

CALEA Accreditation

The City's 9-1-1 center gained public safety communications accreditation through the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA) in 2018. Alexandria’s 9-1-1 center is the first in the region, and one of seven centers in Virginia to hold such accreditation.

CALEA Comments on DECC

Feedback Welcomed Calea Portal Comments

Comment on the Department of Emergency Communication & Customer Service

Alexandria (VA) Department of Emergency Communications

https://cimrs2.calea.org/784

The purpose of this portal is to receive public comments regarding an agency's compliance with The Commission on Accreditation for  Law Enforcement Agencies [CALEA] standards, engagement in the service community, delivery of public safety services, and overall candidacy for accredited status. These comments can be in the form of commendations or concerns. The overall intent of the accreditation process is to provide the participating agency with information to support continuous improvement, as well as foster the pursuit of professional excellence and this new approach works to further that objective.

IMPORTANT: CALEA is not an investigatory body and subsequently the public portal should not be used to submit information for such purposes. Additionally, there will be no response other than acknowledgment of submissions; however, the information will be considered in context to its relevancy to compliance with standards and the tenets of CALEA® Accreditation.

Technical and Operational Assessment and Pandemic Operations

Alexandria Department of Emergency and Customer Communications (DECC) Technical and Operational Assessment Pandemic Operations Submitted to: Alexandria, Virginia By APCO International

Read the Assessment

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Alexandria City Hall
301 King Street
Alexandria, VA 22314

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