1. Context: Building the hotline
In early 2024, local youth leaders in Benin City noticed a pattern: social media and neighborhood chats would light up with rumors, leading to small clashes—often over land boundaries or neighborhood feuds. Recognizing the need for a rapid-response channel, they launched a youth-run hotline. Volunteers completed a weekend training on active listening, neutral language, and triage procedures. Calls would be logged, counselors would follow scripts to calm callers, and a mediator roster—drawn from respected community figures—would stand by for dispatch. Funding came from small donations and in-kind support: phone credit, headsets, and pizza for night shifts.
2. Call 1: Barroom dispute (7:15 p.m.)
The first call arrived at 7:15 p.m. from a vendor near the Central District bar: “They’re arguing over money; it’s turning violent.” Counselor Aisha answered within 14 seconds. Her first 30 seconds followed a calm-down script:
“I hear you’re worried. Please take a deep breath. Can you tell me exactly who is involved and where you are?”
The caller identified two men by name, described one brandishing a broken bottle, and gave an alley entrance landmark. Aisha repeated back: name, location, nature of threat. Then she invoked protocol:
“Thank you. I’m sending two mediators right now. Stay where you are and keep a safe distance. I’ll call you back in five minutes.”
Within eight minutes, Mediators Chinedu and Blessing arrived. They separated the disputants—reminding them of local regulations and appealing to community pride. Ten minutes after arrival, both men agreed to a mediated refund process at the vendor’s stall. Aisha called back at 7:45 p.m. to confirm resolution and logged the final notes: dispute settled, no injuries, thank-you call made.
3. Call 2: Land feud (9:02 p.m.)
At 9:02 p.m., a different counselor, Emeka, answered a call about two families disputing an alley boundary. The caller’s voice trembled: “They’ve blocked the path and threaten to chase us away.” Emeka followed the second script step—fact-finding:
“I understand this is urgent. Please stay calm. Tell me who put the block and whether anyone is armed.”
The caller described makeshift barriers and one relative carrying a knife. Emeka gathered names, mapped the location via Google Maps link sent by the caller, and activated two mediators: Market Chairwoman and Teacher Ugo. He then played a short de-escalation clip—recorded during training—asking the caller to play it for their adversaries. The clip used neutral tone and local proverbs to remind both sides of shared history and cooperation. While the caller played the clip, Emeka briefed mediators.
By 9:40 p.m. Chairwoman and Ugo had brokered a temporary removal of barriers and scheduled a sunrise boundary meeting with elders. The caller confirmed calm. Emeka logged: boundary cleared, no violence, elders’ meeting set for 6:00 a.m.
4. Call 3: Student protest (11:20 p.m.)
Late at night, a voice from the local college called: “Students plan to march on the dean’s office over exam results.” Counselor Fatima recognized the pattern of past protests—often ending in arrests. She asked:
“What happened with the results? Who organized this? Is there a faculty liaison?”
The caller named two student leaders and an assistant lecturer sympathetic to their cause. Fatima offered an alternative action:
“I can connect you with the liaison now. Would you prefer a mediated session or a march? If you wait, I can arrange a safe meeting space.”
The caller agreed to mediation. Fatima relayed details, and Student Liaison Chuka arrived by midnight. In a quiet campus room, Chuka affirmed students’ concerns and negotiated a timeline for grade appeals. By 12:10 a.m., the protest was converted into a petition signing. Fatima logged: protest averted, meeting scheduled with dean at 9:00 a.m.
5. Wrap-up and next steps
By 12:30 a.m., the hotline console was quiet. Counselors debriefed, mediators signed off, and logs were compiled. The next morning, a summary report went to sponsors and local authorities. Volunteers updated training materials with lessons from each call. The system had worked: three potential clashes, three peaceful resolutions, zero injuries.
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