Emergency number accessible via video and text

The 114 emergency number in France is accessible through video calls, chat, images, and SMS, connecting callers to agents who can manage situations directly with the nearest emergency service, including the Centre 15, police, gendarmerie, and firefighters.

Hearing-impaired population in France

Approximately six to seven million people in France are considered to have hearing impairments, with a range of situations including profoundly deaf individuals (80,000 to 100,000 people) who prefer sign language, and those who are deaf in one ear or elderly individuals who may not master sign language.

Response time and communication method

At each call, an agent responds within less than a minute using a screen and exchanges information in sign language. Callers unable to directly reach rescue services via telephone due to an inability to express themselves verbally are directed through the 114 service.

Assessment and information relay

Respondents, who work in pairs, assess the urgency of the situation and transmit the main information to the emergency service of the department from which the call originates: Samu (15), police (17), or firefighters (18), depending on the case. Follow-up actions are then determined by the relevant emergency service.

Communication options and team setup

To facilitate communication, calls can be made through different means such as video, text, voice, images, via a dedicated application or on the website "Urgence 114", or by SMS to 114. Based at the University Hospital Center (CHU) of Grenoble Alpes, the National Relay Center 114 (CNR 114) relies on a team of about twenty agents, some deaf and others hearing, all trained in emergency procedures, sign language, and specific exercises.

Leadership and service efficiency

Dr. Véronique Equy, who has led the service since 2022, notes that agents are capable of managing the stress of callers in emergency situations. The use of video is also a major asset, allowing agents to describe injuries precisely to emergency services. The 114 respondents handle on average 130 calls per day, with about half relating to medical questions, a quarter directed to the police-gendarmerie, and the remaining quarter to the firefighters.

Encouragement to use the application

The 114 service encourages deaf individuals to download and complete a dedicated application in advance for greater efficiency during calls. Healthcare professionals, particularly private nurses, are also encouraged to provide information about the application to help their patients download it if necessary and pre-fill relevant information.

Legal background and awareness

The creation of the 114 number stems from the law of February 11, 2005, for equality of rights and opportunities, which required the accessibility of public services to all citizens, including access to emergency services. Despite its responsiveness, the 114, established in 2011, is still too little known among its target audience, according to Dr. Equy.

Service scope and additional users

The service currently addresses deaf, hearing-impaired, deaf-blind, and aphasic individuals, as well as hearing individuals who find themselves in situations where silence is vital, such as during an ongoing case of domestic violence.