Armenia plans to create a unified operational center that will function as a rapid emergency response system (112). The new center will unite the currently operating operational centers of the police (102), rescue service (911), and emergency medical services (103).
The Police Reform Implementation Strategy and the resulting 2024-2026 Action Plan has given special attention to this reform: “This step will help manage emergency situations from one location, ensuring rapid response and quality assistance.”
Why is this change necessary?
Currently, citizens must decide which number to call – 102, 103, 911, etc.
- Calling the wrong number can delay assistance
- Communication between different centers is often slow and ineffective
- The same incident may receive simultaneous calls to different numbers, creating unnecessary overload
Advantages of the New Center:
- One universal number will be implemented for emergency calls
- The center will have modern technologies and analytical capabilities
- Permanent representatives from rescue services and emergency medical services will be stationed there
- Rapid incident analysis will be conducted, forces will be managed, involving additional teams when necessary
- Cooperation between different state services will be improved
- Resources will be saved by working with one unified system
Transitional Steps:
- A decision will be made to unite the Police Operational Center, Emergency Medical Services, and the Crisis Management Center of the Ministry of Emergency Situations
- Technological improvements will continue
- Special training will be organized for call center staff
- Implementation of an e-call system will also be discussed to provide automatic calling capability from vehicles, as well as services for people with hearing and speech difficulties (for example, SMS calling capability)
It is noted that the planned reform will enable Armenia to create a simple, fast, and effective emergency response system. It will increase citizen safety, reduce confusion between different services, and contribute to the efficient use of state resources.
Iravaban.net also conducted surveys on its Telegram and Facebook platforms to determine citizens’ opinions about the proposed change.
The majority of approximately 400 citizens who participated in the survey support the change. The results are below:
I support the change- 53%,
I oppose the change-13%,
I am not familiar with the details, can’t answer-29%,
I am indifferent-5%։
It should be noted that 112 also operates in all European countries, and calls can be made even without a SIM card.
However, the most famous and oldest unified emergency service number is 911, which operates in the USA and Canada.
As previously announced by the Ministry of Internal Affairs, the 112 phone number will operate from 2026 for all emergency calls.
The “Public Oversight and Awareness of Effective and Inclusive Police Reforms” sub-grant is being implemented by the “Armenian Lawyers’ Association” through the EU-funded “Monitoring Justice Sector Reforms in Armenia” program (www.juremonia.am) within the framework of a grant announced by the “Social Justice” public organization.
The overall goal of the program is to increase civil society participation in monitoring police reforms and impact assessment by ensuring structural engagement mechanisms, independent evaluation, and raising public awareness. Close cooperation and engagement with public organizations as well as relevant subdivisions of the Ministry of Internal Affairs is planned during program implementation.
This article was prepared with the financial support of the European Union. The “Armenian Lawyers’ Association” public organization is responsible for the content, and it does not necessarily reflect the views of the European Union.
