In September, the Finnish Hotline Nettivihje had the pleasure of hosting the Hungarian Internet Hotline as part of a peer-to-peer exchange supported by INHOPE with funding from the EU through the Citizens, Equality, Rights, and Values Program (CERV).


As INHOPE members, all hotlines can arrange peer-to-peer visits with colleagues across the international network. These exchanges are a valuable way to strengthen cooperation, improve information sharing, and ensure open and effective communication between hotlines.

The visit from Hungary included lively discussions on the practical aspects of hotline work, as well as the challenges it entails. A recurring theme was the emotional impact of hotline work and the importance of supporting analyst wellbeing. Both teams agreed that ensuring staff welfare is one of the most important aspects of running a hotline. Together, they identified three key elements of analyst wellbeing:

1. Clear guidelines and structures – Comprehensive work guidelines and thorough onboarding are essential for analysts to carry out their responsibilities confidently and sustainably. Highly demanding hotline work requires well-defined and well-communicated structures to ensure analysts can perform their duties effectively and safely.

2. Multilevel peer support – Analyst wellbeing begins with knowing that you are not alone, whether during analysis, after your shift, or outside the work environment. Support must exist at multiple levels, including supportive teammates, managers, and access to counselling opportunities.

3. Personal resilience and recovery – Hotline work is emotionally and mentally demanding, and personal resilience is central to overall wellbeing. However, no one is unbreakable, so analysts need adequate time and opportunities for rest and recovery to manage the demands of their work.