A new system to improve emergency response will change the way Richmond callers provide information to 911 beginning this week.

The Richmond Department of Emergency Communications went live with the new protocol system at 10:00 AM on October 10th.

With the new system, the department’s 911 call-takers will follow a structured decision tree when questioning those who call or text 911 for emergency assistance. This system assists in making sure that the right response is sent as quickly as possible. It also makes sure that responders get the updated information they need while en route and that callers receive consistent, clear instructions on what to do until the responders arrive to keep everyone safe.

It is not clear whether the new system was put in due to recent citizen complaints about 911 calls going unanswered in certain instances.

“It is very important that callers understand that this standard for questioning does not slow down the response in any way,” said Stephen Willoughby, director of the Department of Emergency Communications and coordinator of emergency management for the City of Richmond.

“Just as before in emergencies, we will dispatch police officers and firefighters as soon as we know the location of the emergency and the type of help needed,” Willoughby said. ‘It is important that callers stay on the line and answer the questions in the order they are asked to provide additional information and get vital instructions that…