A Lifeline for Women
Women exposed to violence from across Northern Nigeria can call for advice and support related to domestic violence. In Maiduguri, Norwegian Church Aid operates a toll-free crisis hotline.
Jemimah is a case worker on our crisis hotline.
– The youngest caller I have spoken to was 10 years old, says Jemimah (29). She has worked for Norwegian Church Aid for five years as a case worker supporting women who have experienced violence.
– We receive between 40 and 50 new calls every day. Sometimes I hear nothing but crying for several minutes. In those moments, my job is simply to listen until they are ready to speak.
Six case workers answer calls from 8 a.m. to 5 p.m. each day.
Many of the women do not know what to do and need guidance on the services available in the state. This may include information about the nearest safe shelter or a health clinic that can provide medical and psychosocial care. At other times, they simply need someone to talk to. As trust develops over time, many call back. Gradually, they are able to open up about their trauma and receive help in coping with it.
The number is toll-free and widely known throughout the state. It is regularly promoted on the radio, reaching even remote rural areas, and through social media.
– It can be difficult to identify those who need urgent help. Many do not immediately disclose that they have been subjected to sexual violence. We have to build trust in the conversation.
Threats are also part of the reality. An armed group has called the centre several times to issue threats against the staff. For security reasons, the signs have been removed, the entrance has been made anonymous, and the address is kept confidential. Staff members never give their names when answering calls.
A call centre like this is a cost-effective way to reach many people with limited resources. If a caller needs urgent medical care following rape or another violent incident, case workers can quickly refer her to the nearest clinic.
– Even though we are trained in how to speak with what we call “survivors,” the work affects me deeply. In the evenings, I often find myself thinking about the conversations I have had during the day.
To vary their work and strengthen the response system, the team also provides training to healthcare workers on how to communicate with survivors of sexual violence in a supportive and respectful way.
– The women who call are often completely at a loss. Being able to show them that there are options makes this work important and meaningful. Several have called back to thank me after reaching a safe shelter or receiving medical care. One of the first women I helped five years ago still calls once a year to say thank you. That makes me both happy and proud, says Jemimah.
The project is funded by Norway.
