Richmond Ambulance Authority proposes return of emergency medical dispatch services

The Richmond City Public Safety Standing Committee convened on May 29, 2025, to discuss significant updates regarding emergency response protocols and the management of emergency medical dispatch services. The meeting focused on enhancing public safety measures and improving the efficiency of emergency call handling.

One of the key agenda items was the adjustment of the 911 call response threshold. Previously set at three seconds, the threshold has now been extended to 20 seconds. This change aims to provide callers with a more reasonable grace period before hearing an automated message, which may have been perceived as similar to a voicemail. The adjustment is intended to clarify that emergency calls are not placed on hold, addressing concerns about caller experience during high-demand periods.

Chip Decker, CEO of the Richmond Ambulance Authority (RAA), presented an update on the board's decision to support the return of emergency medical dispatch services to the RAA. Decker emphasized the authority's proven track record in providing consistent and effective emergency medical services. He noted that the data collected supports this transition as being in the best interest of public safety.

Committee members raised questions regarding the rationale behind the previous changes to the dispatch system, with one member expressing concern about the decision-making process that led to the initial transition. Decker explained that the changes were based on recommendations from a consultant's report commissioned by the city, which suggested co-locating services to improve customer service. However, the committee acknowledged the challenges faced in staffing and training within the emergency services sector.

The meeting concluded with a commitment to further evaluate the effectiveness of the new protocols and to ensure that the public receives timely and efficient emergency assistance. The committee plans to continue monitoring the situation and will reconvene to discuss further developments in public safety measures.