Integrating Real-Time Text (RTT) and Total Conversation into Emergency Services represents a significant step forward in making emergency communication more accessible for all. This evolution addresses critical challenges faced by individuals with hearing or speech impairments, as well as anyone who may find voice communication impossible or impractical in an emergency situation. By incorporating RTT and Total Conversation, Emergency Services can offer more inclusive and effective communication channels, ensuring that responders receive timely and accurate information, including caller location, better call routing, and the ability to initiate callbacks when needed.
The Role of Relay Services in the Future of Emergency Communication
With the implementation of RTT, the demand for Text Relay Services in emergencies may decrease, but Video Relay Services (VRS) will remain essential, especially for individuals who use sign language. The success of services like 999BSL in the UK, which facilitates emergency calls via British Sign Language (BSL) and averages 1,700 calls per month, highlights the ongoing need for sign language support. Such services enable sign language users to effectively communicate critical information during emergencies, thereby enhancing the inclusivity and responsiveness of Emergency Services.
Addressing Gaps in European Legislation
Currently, there is no harmonized set of technical requirements for Relay Services across Europe. Although ETSI EN 301 549 (Accessibility Requirements for ICT Products and Services) is being updated to include new guidelines for Relay Services, further work is needed to integrate these services fully into Emergency Services at the EU level. To ensure equitable access for all citizens, including those who are Deaf or DeafBlind, establishing consistent guidelines and technical specifications is crucial.
Four Key Areas for Improvement
- Implementation of Standards Across Member States
It is vital for EU member states to adopt new technical standards, such as ETSI EN 303 919, which focuses on the accessibility and interoperability of emergency communications. By implementing these standards, Emergency Services can accommodate Deaf, DeafBlind, and Hard of Hearing citizens, ensuring seamless communication even when individuals travel across borders. - Improving Relay Services in a Roaming Context
EU citizens traveling abroad may face challenges using 112 Emergency Services via Relay Services due to country-specific limitations. Currently, Relay Services may not be available across borders, and emergency calls made through these services can suffer from routing issues, causing delays. Addressing these limitations by standardizing Relay Services in a roaming context will be essential for ensuring consistent access to emergency communication. - Enhancing Accessibility Features
The technology and applications used in Emergency Services should be equipped with accessibility features such as screen reader support, text-to-speech capabilities, and other assistive technologies. This will help ensure that individuals with disabilities can communicate effectively during emergencies, regardless of their preferred method. - Training for Emergency Call Takers
It is crucial to provide call takers with training on handling emergency calls from people who rely on RTT and sign language. This includes educating them on how to work with sign language interpreters, manage RTT communication, and provide appropriate support to callers with accessibility needs. Such training will improve the quality of service and ensure that callers receive the help they need promptly.
Moving Forward: Setting Standards for a More Inclusive Future
Defining clear guidelines and technical standards for integrating RTT and Total Conversation into Emergency Services will be key to enhancing accessibility, improving response times, and safeguarding the well-being of all individuals, regardless of their communication needs. As we work towards a more inclusive emergency communication framework, implementing established standards, addressing roaming challenges, enhancing accessibility features, and investing in training will ensure that Emergency Services can meet the diverse needs of the community.
The integration of RTT and Total Conversation is not just a technological upgrade—it is a commitment to ensuring that everyone, regardless of ability, has equal access to life-saving services. At nWise, we are dedicated to driving this change and making Emergency Services more accessible and inclusive for all.
To learn more about accessible emergency communication and the role of Relay Services, we encourage you to explore the detailed insights provided by the European Emergency Number Association (EENA) here.
