Croatian Ministry of Justice, Public Administration and Digital Transformation and the ENVR jointly hosted a study visit focused on the practical mechanics of operating the 116 006 helpline. Delegates analysed the line’s 24/7 infrastructure, volunteer management protocols, and integrated live chat channels. A major focus was placed on the technical execution of its proactive, nationwide opt-in referral system: upon explicit consent, police forward a victim’s contact details directly to the National Call Centre, ensuring timely, specialized institutional outreach from the very first moments after a crime is reported.

During the sessions, the Ministry presented its institutional framework for financing civil society organizations through national lottery funds and managing 16 specialized victim support court departments. Officials also highlighted the strategic coordination required to maintain high service standards and uniform procedures across counties despite ongoing institutional and operational challenges.