MINA: Whether you have lost your way, misplaced a valuable item, or faced a moment of danger in the Makkah region, you can simply call 911 — and within just 'two seconds', you will hear: “How can I help you?”
However, behind that simple question stands an army of skilled operators and a vast, sophisticated system — the Unified Security Operations Center 911 in the Makkah region, a key division of the National Center for Security Operations under the Saudi Ministry of Interior.
The center is a vital yet often unseen component of public safety, responsible for coordinating emergency responses. Its role becomes especially crucial during major events like the annual Hajj pilgrimage.
Normally, the center includes representatives from around 15 security and service agencies, but this number can increase to as many as 30 during Hajj to ensure the effective management of large crowds and potential emergencies.
Located just a few kilometers from the holy sites, the facility is divided into three core sections: the call-taking hall, the dispatch hall, and the surveillance hall, which oversees the city’s extensive network of security cameras.
Speaking to Arab News, Capt. Abdulaziz bin Zuhair Al-Ghamdi, spokesperson for the NCSO, said the center receives around 40,000 calls each day, noting that 80 percent are resolved directly by call takers without the need for further escalation.
“Most of the calls we get are from people asking questions about some of the rules we have like how and when to enter Makkah, or who is allowed to enter Makkah,” Al-Ghamdi said.
During peak periods such as Hajj, the volume of calls increases. On Thursday, June 5 alone, the center handled 46,079 calls. Many of these came from pilgrims seeking assistance with finding their tents or requesting medical help.
Capt. Al-Ghamdi emphasized that only 20 percent of the calls require formal reports and are forwarded to specialized entities for further action.
“As you can see, the center is equipped with the most advanced technology. We answer calls in less than two seconds,” he said.
In addition to speed, the center also ensures accessibility, and male and female call takers are trained to respond in multiple languages, including English, French, and Urdu, to assist the diverse population of pilgrims and residents seeking help.
The spokesperson noted that once a call is received, the caller’s phone number, name, and location are immediately displayed on the center’s advanced monitoring screens. “If there is a serious case, we fill out a form and submit it to the specialized department in less than 45 seconds,” he added.
The NCSO oversees similar unified security operations centers in Riyadh, Madinah, and the Eastern Province. It is tasked with monitoring security developments across the Kingdom, analyzing threats, managing large-scale crises, and coordinating response efforts among various agencies.
Beyond reactive operations, the center proactively monitors daily developments, issues alerts to secure key installations and diplomatic missions, and coordinates security plans for national events.
In a city as densely populated and spiritually significant as Makkah, the responsibility is immense. But thanks to the unseen dedication of teams working around the clock, both residents and pilgrims benefit from a rapid and reassuring response when they need it most.
Behind every emergency call answered, there is a quiet promise of safety, delivered by professional men and women committed to protecting lives.
