Emergency Support and Service Access

In an emergency, accessibility can be the difference between safety and exclusion. Communicating your emergency protocols is as critical as describing your primary entrance.

ICT and Emergency Services (EN 301 549)

The European standard EN 301 549 (Accessibility requirements for ICT products and services) includes specific requirements for how emergency services must be accessible. For a building operator, this means ensuring that the communication of emergency help is accessible.

Key Considerations for Your Guide:

Two-Way Communication: Does your building have emergency call points (e.g., in lifts or refuge areas)? Are they accessible to people who are d/Deaf or have speech impairments (e.g., visual confirmation of the call being received)?
Real-Time Text (RTT) / SMS: If you have an internal emergency number, can visitors text it or use RTT if they cannot make a voice call?
Assistance Request: Clearly state how a visitor can request a Personal Emergency Evacuation Plan (PEEP) or where they should go in the event of an alarm.

Physical Emergency Infrastructure

When describing your facilities, always include:

1. Refuge Areas

Locations: Where are the designated safe areas for wheelchair users during an evacuation?
Communication: Are there intercoms in these areas? Do they have inductive loops for hearing aid users?

2. Evacuation Equipment

Evac Chairs: Do you have evacuation chairs? Where are they located, and are staff trained to use them?
Lifts: If you have an evacuation lift (one that can be used during a fire), state this clearly and provide its location.

3. Accessible Alarms

Visual Alarms: Do your fire alarms include visual beacons (flashing lights) in quiet areas like toilets, changing rooms, or individual offices?
Vibrating Pagers: Do you offer vibrating pagers for visitors who might not hear the audible alarm?

[!NOTE] Refer to EN 301 549 Clause 13 for detailed technical requirements on ICT-based emergency service access.