Across Cyprus, tens of thousands of emergency calls are handled every month by roughly ten officers per shift, in a system that is under increasing pressure and which the state itself acknowledges is still in transition. The European emergency number 112 serves as the primary point of contact for citizens requiring assistance in cases involving life, health, or public safety.
1,200 calls a day
Official figures show that in this year, as of 31 October, helpline 112 received 374,427 calls – an average of over 1,200 calls daily. Of these, 37,406 were forwarded to ambulance services and 10,801 to the Fire Service. This demonstrates that a large proportion of calls concern either non-urgent matters or incidents outside the remit of the relevant emergency services.
Only 10 Officers Across Cyprus
Despite the volume, staffing remains extremely limited. Call management is carried out by the Message Control Centres (KEM) of the Police Departments, staffed exclusively by police officers.
According to information presented to Parliament, at any given time, around ten officers nationwide handle 112 calls, while also performing other duties within the KEMs. The responsible ministry notes that the exact number is difficult to specify due to the multifunctional nature of these positions.
No Specialised Operators
It is notable that the staff handling emergency calls are not trained telephone operators, paramedics, or nurses, but solely police officers. Training consists of occasional briefings and guidance, usually at the time of placement or transfer to the KEMs, without a defined duration or certified programme.
Rising Call Volume
Available data shows that the number of 112 calls has remained consistently high in recent years: 420,007 in 2022, 470,693 in 2023, and 405,985 in 2024. While 2025 is not yet complete, figures to October suggest a similarly heavy annual workload.
Change is Coming… Eventually
These figures emerged from a parliamentary response by former Minister of Justice and Public Order Marios Hartsiotis to a question from DISY MP Nikos Georgiou, who requested detailed information on staffing, training, call volume, and the future planning of 112.
The response emphasises that the current 112 model is not considered the system’s final form. A political decision has been made for Civil Defence to take over management, developing the NG112 (Next Generation 112) in line with European Union requirements.
The NG112 upgrade aims to fundamentally transform how the state communicates with citizens during crises. Unlike the current system, which relies almost entirely on voice calls, NG112 will utilise digital tools to automatically transmit a caller’s precise location, enable communication via text or apps, and crucially, activate a public early-warning system. Authorities will be able to send targeted alerts to residents in specific areas with instructions for evacuations, travel restrictions, or imminent dangers, without the need for individuals to call for help.
Additionally, NG112 will improve accessibility for people with disabilities and facilitate real-time coordination between Police, Fire, Ambulance, and Civil Defence. However, despite announcements and ongoing planning, there is no clear timeline for full implementation. Until then, emergency management continues to rely on a limited-capacity system, even as crises become increasingly complex.