Contact Us
911: Call if you can, text if you can't
Non-Emergency /
file a Police Report:
804-646-5100
For nonemergency public safety help,
call 804-646-5100.
Emergency Communications - Facebook
Which Number Should I Call?
| Who to Call | When to Call |
|---|---|
| Emergencies Call 911 or Text 911 |
Remember, if you dial 9-1-1, do not hang up until you speak with someone, even if you call by mistake. |
|
Richmond Non-Emergency Line 804-646-5100 |
|
|
Richmond 311 Call 311, visit RVA311.com, or use the RVA311 app |
Routine City services, including:
|
| Dominion Energy 1-866-366-4357 |
|
|
Richmond Department of Public Utilities For gas leaks, leave the area and call 911 |
|
|
City of Richmond Justice Center 804-646-8657 |
|
|
City of Richmond Magistrate’s Office 804-646-6689. |
|
Meet Richmond's Automated AI Assistant for Non-Emergency Calls.
When you call the Richmond Non-Emergency Line at 804-646-5100, an automated AI assistant answers. The assistant is used only on this line. Emergency Communications Officers answer all 911 calls.
The assistant will ask how it can help, answer common questions, route you to the appropriate agency, or connect you with an Emergency Communications Officer.
In July 2025, the Department of Emergency Communications, Preparedness and Response went live with Amazon Connect, a cloud-based contact center platform built on Amazon Web Services (AWS) and deployed in collaboration with CDW Government. The system uses generative AI to greet non-emergency callers, answer questions about city services and route calls to the right agencies, freeing Emergency Communications Officers to focus on emergency 911 calls.
What Happens When Residents Call Richmond's Non-Emergency Line?
- The Call is answered by the generative AI agent and the agent greets callers, states that the call may be recorded for quality assurance and processes the caller’s need for help.
- Depending on the caller’s needs, the system will help direct them to the appropriate city service or public safety resource.
- The call is then directed appropriately. Calls requiring assistance from Emergency Communications Officers are handled through the call-distribution system.
How Are Calls Prioritized?
If your call to 804-646-5100 is transferred to an Emergency Communications Officer, you may need to wait. The same officers answer both lines, and 911 calls are given priority.
If a caller needs assistance from an Emergency Communications Officer, they may be placed in the call queue until one becomes available. Wait times can vary depending on call volume and the number of emergencies requiring attention. While waiting, callers may hear the following automated recording:
Remember, If you dial 9-1-1, do not hang up until you speak with someone, even if you call by mistake.
