Only you know where I am. A blizzard is raging, and I’m on my way out. With these words, a firefighter and rescuer from Plužine dialed 112 a few years back, taking off on a tractor with an open cabin to save a man who had suffered a stroke from the winding village.

Reports indicate that the snow was so intense that even an Army helicopter struggled to navigate it, and the local Protection and Rescue Service had no vehicle available to assist.

The phrase “Only you know where I am” succinctly encapsulates the essence of the European emergency number 112, introduced in the European Union in 1991 as a universal point for emergency calls, and implemented in Montenegro in 2008. Today, this number is also utilized in several non-European countries.

In Montenegro, the 112 service is operated by the 112 Directorate, part of the Directorate for Protection and Rescue under the Ministry of Internal Affairs (MUP).

“They truly are the hub of everything,” was the impression left on reporters from “Vijesti” after interviewing staff at the Operational and Communication Center (OKC) 112 located within “Limenka,” the Ministry of Interior building in Podgorica.

In 2024, OKC coordinated 50 operations, rescuing a total of 83 individuals, including 66 foreign tourists and 17 Montenegrin citizens.

“We received 210,000 calls and managed 17,236 active cases. Of these, 8,529 were police-related, 6,686 pertained to emergency services, 1,870 involved protection and rescue services, and 151 were directed to the Protection and Rescue Directorate,” shared Đorđije Vujović, head of OKC 112, in an interview with “Vijesti”.

Summer sees the highest influx of calls for police and emergency services.

“We receive a call about everything imaginable at OKC 112,” the employees replied when asked about the nature of the calls they handle.

However, they noted that the most frequent calls involve situations requiring police or ambulance response, such as traffic accidents.

They also get reports of wild animal sightings, with one notable instance being a puma spotted between Nikšić and Boka Bay.

The summer months are the busiest for OKC 112, coinciding with an influx of tourists and the fire season.

“In March and April, we received around 20,000 calls, while in June, July, and August, each month saw approximately 45,000 to 50,000,” explained Zlatko Micanovic from the Department of Telecommunications and Information Systems 112.

Tourists are usually aware of the 112 number, but not the other national emergency numbers available in Montenegro.

According to one employee, tourists often call about minor issues. “They reach out for all sorts of reasons, including problems at their hotel reception. Recently, a tourist from Croatia called in tears because he got lost while returning via Čevo…”

They have also received calls regarding lost livestock or when sheep have fallen off a cliff…

Situations also arise where someone calls for help while lost on a mountain, only for rescuers to be unable to find them because the callers changed their location despite being advised not to.

One such case involved mountaineers from abroad who arrived late at night from Albania to the summit of Zla Kolata in Prokletije. They called for assistance, but rescuers couldn’t locate them as they had already descended towards Gusinje.

“One hour of helicopter flight costs over 1,500 euros, going up to 2,000 depending on the operation,” Vujović explained regarding the financial impact on Montenegrin citizens.

Response times under five seconds, locating calls efficiently

The 112 service was established in Montenegro in 2008. The year 2015 marked a significant milestone with the introduction of CoordCom, a platform for managing calls to 112 and activating emergency services. Essentially, through 112, callers can access all emergency services across Montenegro—emergency services, protection and rescue, police, army assistance, Maritime Safety, Port Management Administration, Mountain Rescue, divers, hunters, and kayakers among others.

The average response time for emergency calls at OKC 112 is under five seconds, meeting European standards, states Vujović.

Since the introduction of the Advanced Mobile Location (AML) service in 2021, it’s now possible to determine the location of callers in less than 30 seconds. The AML system in Montenegro supports both Android and iOS (iPhone) devices.

That same year, eCall was also introduced; this system automatically activates during serious traffic accidents, dialing 112 and relaying critical details such as accident location, travel direction, vehicle type, and the number of passengers.

Systems like eCall provide the quickest connection to emergency services, specifically 112, and the OKC can communicate with such applications. They recount a specific instance of a traffic accident initiated by an iPhone.

“These devices can automatically dial when a strong impact is detected. We obtained the location, confirmed it was on the highway, and established contact with the driver,” they explained.

Motorcyclists also have specialized apps that call 112 via a Bluetooth connection to their helmets, enabling automatic communication with OKC 112’s operators during emergencies.

“There have been instances where the motorcyclist was severely injured, yet we were able to establish communication,” they noted.

Some features still on hold

While the OKC 112 has advanced capabilities, some functions are currently disabled. For instance, tracking calls without a SIM card in the mobile device.

“This option has been disabled in agreement with the Agency for Electronic Communications and Postal Services (EKIP) due to insufficient public awareness to support its functionality in Montenegro,” Vujović remarked, noting that they haven’t received any calls needing assistance in such cases.

“All previous calls were merely tests, misuse, or pranks. Therefore, this feature, which is a European obligation and opportunity, has been put on hold until public awareness improves,” he added.

False calls and insults are punishable, yet enforcement is lacking

Vujović pointed out that misusing the 112 number is against the law, although no one has faced penalties so far.

“Should someone repeatedly provide false information or cause unnecessary delays for our operators, we have the option to temporarily block that number,” he clarified.

The lack of disciplinary action to date suggests a need to redefine these policies with EKIP.

This year, psychological support is available for employees

According to Vujović, dispatchers commonly work at similar centers in the EU for about five years; however, one of their colleagues has been serving for 17 years.

The role is inherently stressful, “especially when you are responsible for someone’s life.”

“People call after falling from a 100-meter cliff, suffering open fractures, relying on you… The work is challenging and stressful; we sometimes connect with those in distress, crying for help, and in critical condition. It’s crucial to remain calm, respond effectively, and dispatch help urgently when necessary. When there isn’t much to handle, it tends to be a quiet day,” they explained.

This year marks the first time psychological support has been extended to OKC 112 staff by the Ministry of Internal Affairs’ Medical Center.

“Anyone who needs assistance can access this support,” he noted.

This year, they hope to announce a recruitment drive to fill some of the existing positions, which, as Vujović stated, currently operates at just 54 percent capacity.

He also mentioned that highly educated personnel work in similar centers across the EU, with five or six master’s degree holders employed in Montenegro thus far.

Dispatchers at OKC 112 are equipped to communicate in several foreign languages, including English, Italian, French, Russian, and Albanian.

The introduction of the 112 emergency service for all calls is outlined under Chapter 10 – Information Society and Media.

“The establishment of 112 indicates Montenegro’s compliance with obligations on its European path, significantly enhancing security for all citizens, especially tourists who feel safer knowing about the 112 service,” they conveyed to “Vijesti.”

OKC is organized into three centers: 112, Bijelo Polje, Podgorica, and Bar.

To raise awareness of its importance, February 11th is observed as the Day of the European Single Emergency Number 112.

A warning system and a new mobile app are on the horizon

OKC 112 plans to introduce a citizen alert system utilizing advanced technologies, including Cell Broadcast and SMS-Based Location.

“For instance, in the event of a fire like the one in Luštica, we currently lack a means to inform citizens where to evacuate. With these technologies, we would be able to alert every citizen and their device within 10 seconds,” explained Mićanović.

Cell Broadcast permits the transmission of lengthy messages detailing the situation, evacuation locations, contact information, and behavioral instructions.

Mićanović noted that this system allows targeted messaging. This means everyone in that area would receive the message, as well as those arriving in the specified timeframe afterward.

SMS-Based Location can also designate areas for messages, but these messages take the form of standard SMS, limited in character count.

“However, users can reply to the message. Many EU nations are implementing both technologies, as each has distinct advantages and drawbacks,” stated Mićanović.

The acquisition and implementation of the Cell Broadcast system would require a budget of at least 1.2 million euros.

“These solutions are costly; both we and the mobile operators must invest in necessary equipment and installations,” he remarked.

Despite the high costs, these systems are deemed essential, significantly enhancing citizen safety, and can be utilized by police, fire services, and other emergency responders as well.

Mićanović expressed a desire to see both technologies introduced in Montenegro.

“If we can’t implement both, Cell Broadcast should be prioritized due to its proven effectiveness,” he affirmed.

A new version of the 112 mobile application is expected to launch before summer.

All services consolidated or individuals left to fend for themselves

Beyond 112, Montenegro offers citizens national emergency numbers like 122 for police, 123 for the protection service, 124 for emergencies, and 129 for maritime assistance.

In 2013, the Ministry of Interior initiated efforts to unify all emergency services under the 112 number.

OKC 112 insists Montenegro is small enough to justify a single emergency number.

“In larger countries, centralization may not be effective, but here it’s feasible to amalgamate all emergency services into our three OKCs, streamlining the process and alleviating the burden on existing emergency service hotlines,” Mićanović explained.

News