Ensuring accessibility and inclusion in the 1·1·2 emergency line. Mediation between life and death

In a Europe without borders, there is a quintessential emergency hotline that serves its citizens when their lives are at risk: 1·1·2. The Valencian Community (Spain) receives many visitors each year who, together with the migrant population, make use of this free public service in several languages. The main aim of this paper is to revise the legal framework that regulates the linguistic provisions in the Emergency Call Reception Centre (ECRC) to determine how accessibility and inclusion are guaranteed for speakers of foreign languages. In an attempt to analyse this reality, the aims of this descriptive and qualitative study are twofold. On the one hand, it examines the most common types of incidents received during the year 2021 (in English, French, and German); and, on the other hand, it focuses on how these calls are managed to ensure effective communication between the visitors that come from other countries and the authorities in the Valencian region.