Make the Right Call: Learn the Three Ways to Reach Help in Virginia Beach

In 2025, Virginia Beach Emergency Communications & Citizen Services (ECCS) telecommunicators answered 454,637 emergency and nonemergency calls — an average of 1,200 calls a day! ECCS telecommunicators handle a wide range of calls, from emergencies that require police, fire or emergency medical services (EMS) response to submitting service requests, answering resident questions and assisting with nonemergency public safety issues.  

Using the correct number can ensure you reach the right assistance faster and helps keep the emergency line open when seconds matter. ECCS wants residents and visitors to know the three ways to connect with the right help for each situation — urgent emergencies, service information and public assistance.  

Three Ways to Reach Help in Virginia Beach 

911

VB911 is the primary public safety answering point for Virginia Beach.  

• VB911 is staffed by dedicated telecommunicators who answer all emergency and nonemergency calls for Police, Fire and EMS. 
• Residents should only call 911 for emergency situations where an immediate response is required from public safety personnel. 

When to Call 911 
Some emergency situations include: 

• Fires 
• Serious injuries and medical emergencies 
• Reporting serious accidents with injuries 
• Reporting crimes in progress 
• Suspicious activity involving an immediate threat or danger 

311

VB311 Citizen Services process service requests and general inquiries from residents and visitors. Dialing "311" will work from landlines and cellphones within Virginia Beach city limits. Cellphone users or callers outside city limits can dial 757-385-3111. 

• VB311 supports departments such as Public Utilities, Public Works, Code Enforcement, Real Estate Assessor and the Treasurer’s Office by handling basic inquiries and service requests 
• Manage after-hours calls for City facilities 
• Operates the City’s live chat service: Chat - 311 Agent 

When to Call 311
Some service requests and general information include:

• City Construction
• City Jobs
• City Council Members & Meetings
• City Departments
• City Programs & Special Events
• Court Rules
• Essential Maps
• Event Planning
• Mobile Apps
• Neighborhood Associations
• Neighborhood Conditions
• Oceanfront Area
• Police Related
• Recreation Opportunities
• School Fundamentals
• Short-Term Rentals
• Tax Facts
• Trash & Recycling
• Water & Sewer
• Zoning Basics

757-385-5000 (nonemergency)

VB911 telecommunicators handle both emergency (911) and nonemergency (757-385-5000) calls. Call 757-385-5000 for public safety assistance that is not an emergency.

The nonemergency line should be used by anyone outside Virginia Beach city limits calling about or to report emergencies in the city. 

• These calls tend to be more complex, which makes the call processing time longer than calls received through 911.  
• ECCS uses Amazon Connect to answer nonemergency and informational calls quickly and reduce the amount of time VB911 telecommunicators are on the phone. 
• The AI-powered service frees up VB911 telecommunicators to focus on emergencies, especially during times with high call volume. 

When to Call 757-385-5000
Call for nonemergency police, fire or rescue assistance when there is no immediate threat to life or safety. Some examples include:

• Minor accidents with no injuries 
• Theft or vandalism reports 
• Suspicious activity with no immediate threat 
• Other nonemergency public safety concerns 

Sign Up for Smart911 

Residents are encouraged to create a Safety Profile at Smart911.com. A Safety Profile is a set of information about an individual or household that is contained within one account on Smart911. This can include details about all household members, phone numbers and addresses (including home, work and even vacation homes). Users can also add medical conditions, medications, vehicles, pets and even emergency contacts. 

With Smart911, any time you make an emergency call from a phone registered with your Safety Profile, the 911 system recognizes your phone number and automatically displays your profile on the screen of the telecommunicator who receives your call.

Smart911 is available nationwide in municipalities and jurisdictions that have opted in. If a user travels to a participating locality, their profile will work there in an emergency. The Smart911 website includes a search bar that lets users look up ZIP codes to see which areas participate, including nearby communities. 

For more information about Virginia Beach Emergency Communications & Citizen Services, visit ECCS.VirginiaBeach.gov.

• VB911
• VB311
• ECCS
• Smart911