Richmond’s medical 911 calls are now transferred to the ambulance authority. What callers should expect

Richmond began transferring 911 callers seeking emergency medical assistance to the Richmond Ambulance Authority at 9 a.m. on Monday, July 27, 2026. The change affects how medical calls are processed after a resident reaches 911, but it does not change the number residents should use.

Call 911 for an emergency. City emergency communications officers continue answering incoming 911 calls. Police and fire call processing remains with the city.

What callers should do

Give the location first, including a street address, intersection or nearby landmark. Then answer the call-taker’s questions as clearly as possible.

If the emergency is medical, the city will connect the caller to the Richmond Ambulance Authority, or RAA. Callers should stay on the line during the transfer and should not hang up, even if they hear a recording or a pause.

RAA personnel will ask additional medical questions and provide emergency medical instructions until the ambulance arrives. Richmond’s official 911 guidance says callers should continue answering questions and following instructions because that information helps dispatchers coordinate the appropriate response.

What happens when police or fire are also needed

When a caller needs medical assistance along with police or fire help, Richmond emergency communications officers first process the information needed for the police or fire response. The caller is then connected to RAA for the medical portion of the call.

The change therefore concerns emergency medical call processing. It does not transfer police or fire call processing to RAA.

Why the system changed

The city said the transfer followed City Council’s adoption of Ordinance No. 2026-059. The July 27 city release said the Department of Emergency Communications, Preparedness and Response and RAA prepared for the transition through personnel training and updated policies and procedures.

Richmond City Council’s June 8 meeting minutes show that council members and city officials discussed the implementation process, including backup procedures, assigned responsibilities, continuity and reliability in public safety services. Those were concerns raised during the transition process, not findings that the new system had failed.

The Richmonder reported that the handoff returned primary responsibility for medical 911 calls to RAA after roughly two years in which the city handled the initial medical call before relaying information to the ambulance authority.

Keep the line open

For Richmond residents, the first step in an emergency is unchanged: call 911, provide the location and follow the call-taker’s directions.

If the call is transferred for medical assistance, stay on the line until RAA personnel answer and provide further instructions. Do not call a separate number for the ambulance authority, and do not hang up during the transfer.

Sources

• City of Richmond — Getting Help Through 911
• City of Richmond — City to Transfer Medical 911 Calls to Richmond Ambulance Authority
• The Richmonder — Following Council vote, Richmond transfers medical 911 calls back to ambulance authority