Hearing diversity and inequality of emergency services: perspectives on greater societal inclusion for deaf populations

Purpose We seek to investigate: (1) Where are the perceived gaps or inequalities in emergency services for the deaf populations? (2) How do perspectives on these inequalities differ across deaf populations and emergency service providers? Design/methodology/approach We conducted three focus groups: two composed of deaf and hard-of-hearing (DHH) persons, and one composed of emergency service providers, with discussions recorded, transcribed and then thematically coded. Themes were compared across different groups. Findings We found evidence of communication and accommodation needs among DHH persons during emergencies. Emergency response professionals, however, may not fully understand the lived experience of DHH persons and may not have the training and resources needed to always provide accessible service, leading to serious inequality in emergency services provided to the DHH community. Originality/value We are among the first to examine differing perspectives on gaps in emergency services for the DHH, extending disability management literature to external stakeholders and contributing to emergency policy research by highlighting perceptual differences between service providers, who act as street-level bureaucrats interpreting FEMA’s Whole Community Approach, and DHH communities.