About the Department of Emergency & Customer Communications

Page updated on Feb 25, 2020 at 10:13 AM
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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 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 

"We 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."

Our Vision

"To provide our community with exemplary service in Public Safety 911" 

Who We Are

  • 9-1-1 Dispatch -- receives and dispatches 9-1-1 emergency calls. 
  • Non-Emergency -- Police, Fire, EMS non-emergency calls (703.746.4444).
  • Contact Us - provides a single point of contact for City Government services and information 311 or 703.746.4311.
  • City Radio Manager – operates and maintains the Project 25 (P25) Standard radio system utilized by the Department of Emergency & Customer Communications and other City departments.

 CALEA Accreditation

CALEA gold
Alexandria’s 9-1-1 center gained public safety communications accreditation through the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA) in March of 2018. Alexandria’s 9-1-1 center is the only one in the region, and one of only seven centers in Virginia, to hold such accreditation. Public safety agencies that have demonstrated compliance with CALEA Standards and public safety excellence are awarded this distinguished accreditation by the Commission. 

                                        Smart911 graphic

The City of Alexandria has added “Smart911” services allowing residents, businesses and visitors to provide additional information to 9-1-1 dispatchers to help you faster in an emergency.

Smart911 allows individuals and businesses to create online safety profiles with phone numbers, home or work addresses, details about medical conditions, household and household member information, pets, emergency contacts and any special notes that you would want responders to know. 

Users are prompted to update their safety profiles every six months to ensure their information remains accurate. 

*Even with a safety profile, it is still important that 9-1-1 callers, particularly those with mobile phones, provide their current locations to dispatchers at the start of each call.*

Smart911 safety profiles are confidential and secure, and are made available only to trained dispatchers in participating 9-1-1 centers across the country. Smart911 currently protects over 45 million people nationwide.

Alexandria First Responders Recognized at White House Ceremony
On July 27, three officers from the Alexandria Police Department received the Public Safety Medal of Valor in recognition of their heroism during the June 14 shooting incident at Eugene Simpson Stadium Park.  Personnel in attendance from the Department of Emergency & Customer Communications, Police Department, Fire Department, Sheriff’s Office and other partner agencies who responded to the incident were also recognized. 

First Responders Recognized 

(From left to right) DECC A-Shift members Raul Aleman, Tiana Allen, Ericka Flournoy, DECC Director Renee Gordon, Linda Garcia, Caitlin Cool, Rick Czarnowsky and Cheryl Davis )

Our Core Values

  • Professionalism – We exhibit conscientious, courteous, and businesslike behavior in the workplace and conform to the highest ethical and technical standards of our profession.
  • 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, in an 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 in 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.