Emergency call accessibility as a strategic capability for crisis management in the EU

Purpose This paper reconceptualizes accessibility in emergency communication as a strategic capability that strengthens contingency planning and public resilience in the European Union (EU). It addresses disparities in access for persons with disabilities and their implications for crisis management. Design/methodology/approach A mixed-methods design combines Eurostat disability indicators (communication, mobility, self-care; EU-27, ages 16–64) with three European Commission reports (2020, 2022, 2024). A comparative case study of sixember states (Romania, Croatia, the Netherlands, France, Italy and Latvia) illustrates varied accessibility pathways and alignment with EU obligations. Findings Implementation is fragmented, creating resilience asymmetries. France and the Netherlands have advanced multi-channel systems (real-time text, relay and apps), while Romania and Croatia remain short message service-reliant. Correlation analysis shows that communication, mobility and self-care difficulties cluster, underscoring the need for integrated accessibility. Accessibility emerges as a determinant of preparedness and operational efficiency. Research limitations/implications Use of official EU data restricts causal inference; future work should include interviews with call-takers and disabled users and track reforms beyond 2025. Practical implications Emergency managers should embed multi-channel accessibility, train operators in inclusive workflows and co-design exercises with Disabled Persons’ Organisations to reduce errors and strengthen trust. Social implications Accessible call systems ensure no caller is excluded, reinforcing trust and promoting social cohesion in crises. Originality/value The study reframes accessibility from compliance to a strategic management capability, linking digital maturity, governance and frontline operations to resilience.