In 2023 INHOPE organised a total of 16 Peer-to-peer exchanges across our global network of hotlines. We now reflect on six of these exchanges, which were funded within the framework of Stronger Together – a project funded by the EU through the Citizens, Equality, Rights, and Values Program.

The hotline analysts participating in this EU-funded project came from Hungary, The Netherlands, Germany, Portugal, and Ireland. During these exchanges, the analysts gained knowledge and experience from their peers on a wide variety of topics relevant to hotline work.

Key Takeaways from these Exchanges

• At Point de Contact, attendees were introduced to the 'Back Office' report management system, an example of the incorporation of state-of-the-art technology in operational workflow.
• The visit to eco offered insight into report handling, data analytics, and ICCAM functionalities. Moreover, the exchange highlighted the importance of balancing professional responsibilities and personal well-being.
• NASK’s contribution to the learning exchange underscored the importance of mental health preservation within the hotline operational context. Another significant aspect of the participant's learning experience was gaining insight into the functioning of AI in hotline operations.
• At Offlimits, participants explored ways to expand operations effectively while dealing with an increasing number of reports. The exchange of working methods and combined learning underscored the significant benefit of these interactions.

Participant surveys revealed that all analysts rated their exchange experience as excellent. From the feedback received, it is evident that these exchanges represented more than just an exchange of knowledge – these exchanges were about a meeting of minds, warm hospitality, and a shared passion for making the digital world safer. Given the program's high ratings and increasing interest from the members, INHOPE is committed to continuing the Peer-to-Peer exchange program in the future.