Contact ECC - 911

The Chesterfield Emergency Communications Center (ECC) serves as the primary answering point for emergency and non-emergency requests within the county.

Emergency - 911

911 is the number to call to get help in a police, fire or medical emergency. A 911 call goes over dedicated phone networks to the appropriate 911 public safety answering point (PSAP) for the caller's location. A trained Emergency Communications Officer (ECO) then sends the emergency help needed.

911 is only to be used in emergencies, potential emergencies or when an emergency is imminent. An emergency is any situation that requires immediate assistance from the police, fire or rescue. Ask yourself the following:

  • Is there a danger to life or property?
  • Is there a serious medical emergency (chest pains, seizures, bleeding, etc.)?
  • Is there any type of fire (building, vehicle, brush, etc.)?
  • Is there any crime in progress (robbery, burglary, prowler, fights, etc.)?
  • Are there any other life-threatening situations (traffic accident with injuries, stuck in high water, etc.)?
  • Is the caller or someone else the victim of a crime?

If you are ever in doubt of whether a situation is an emergency, you should call 911. It is better to be safe. 

Do not call 911 to do the following:

  • Report electricity or other utility outages.
  • Notify authorities of traffic jams.
  • Inquire about government services.
  • Learn general information.

Dialing 911

When reporting an emergency please do the following:

  • Remain calm
  • Speak clearly
  • Listen to instructions
  • Answer all questions

The ECO answering 911 has been trained as to what questions to ask. Be prepared to follow the line of questioning:

  • Where the situation is occurring?
  • What is happening?
  • When did the incident occur?
  • Who is involved?
  • Is a weapon involved?
  • What injuries have been sustained?

ECOs ask for pertinent information first, such as address, type of call, name of caller or individuals involved. Once the initial information is obtained, additional questions will be asked relevant to the type of incident being reported. The questions will not slow down the dispatching of the appropriate assistance.

In emergency cases, information is relayed immediately to the appropriate personnel to begin responding to the incident. The ECO remains on the phone to get additional details that are then relayed to the responding units as it is gathered, in real time. The ECO will continue to assist callers by doing the following:

  • Providing instructions on how to administer life saving techniques, such as CPR
  • Promoting the personal safety of the caller, the victim and responding Police, Fire or EMS personnel
  • Engaging in those actions that preserve evidence to aid in the apprehension of suspects

If you dial 911 by accident, do not hang up!
If you call 911 by mistake, do not hang up. Stay on the line and tell the ECO that everything is all right. If a 911 caller hangs up without stating the problem, the caller must be contacted to ensure that no actual emergency exits.

One common misconception that citizens have about dialing 911 by mistake is they will somehow get into trouble. This is not true!

If the ECO is unable to make contact to verify there is no emergency, a police officer will be dispatched if an address is available. The ECC receives more than 20,000 hang-ups each year and must attempt to call back every one of these hung-up calls.

911 Prank Calls
Prank calls, joke calls or hang-ups not only waste time and money, but can also be dangerous. If 911 lines or ECOs are busy with prank calls, someone with a real emergency may not be able to get the help they need. It is against the law to make prank 911 calls.


The Emergency Communications Center also handles non-emergency requests for assistance and information. ECOs then dispatch the appropriate public safety personnel to handle the request.

For all non-emergency situations, please call 804-748-1251

Non-emergency example calls include:

  • Incidents where a crime is not currently in progress
  • Noise complaints
  • Requests for information
  • Traffic accidents that do not involve injuries or hazards

Non-Emergency Reporting Resources