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Information for those who work in customer service

People working in customer service meet immigrants in person, online or by phone. The time they can spend with a customer is often short. They can use interpretation services, plain language and versatile materials during the short encounter. You should keep the steps of face-to-face customer service in mind.
 

 

Four people are sitting at the table.
Interpretation and translation According to the Act on the Promotion of Immigrant Integration, authorities must ensure interpretation and translation services when needed. Customer service people must make sure that the customer understand matters related to them.
logo for the Infofinland.fi -service.
InfoFinland.fi InfoFinland is a multi-lingual website providing important information in one place for those planning to migrate to Finland or already living here. The website also serves the authorities in the dissemination of multi-lingual information.
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Integration in Swedish The Act on the Promotion of Immigrant Integration gives immigrants the right to choose Swedish or Finnish as their primary integration language.
A person typing on a computer.
Plain language Materials written in a clear and plain manner are a good tool at the early stages of language learning when the person’s Finnish skills are not sufficient for understanding communications by authorities.
People are studying by the table.
Multilingual materials Multilingual materials related to Finnish society and culture help integration. You can also use the materials in customer service and guidance.
A woman is sitting on a beach.
Identifying and preventing harmful practices Customer service people should be aware of and identify harmful practices, such as human trafficking, close relation, “honour”-related violence and female genital mutilation.

News for those working at customer service

A new map shows all guidance and counselling services for immigrants
22.12.2022 | News item
The Centre of Expertise in Immigrant Integration has published an electronic map that shows the location of guidance and counselling services provided by municipalities to immigrants. The map contains contact information on all guidance and counselling service points throughout Finland. Compiling this information aims to increase interaction between different authorities promoting integration and guidance and counselling services, to provide information on the languages in which guidance and counselling services are available and to highlight the Finnish network of such services.
A new instruction card shows how to recognise labour exploitation and human trafficking
12.10.2022 | News item
Human trafficking is a serious offence directed against a person where the offender takes advantage of the vulnerability, trust or dependency of the victim and subjects him or her to labour exploitation or sexual abuse, for example. The Centre of Expertise in Immigrant Integration of the Ministry of Economic Affairs and Employment has published an instruction card to help those involved in integration and others to recognise labour exploitation and human trafficking. The card also provides instructions on what to do if suspicions of exploitation or human trafficking arise in a customer service situation.
Guidance and counselling services for immigrants: provide contact details for the map
16.6.2022 | News item
The Centre of Expertise in Immigrant Integration collects contact information for municipal guidance and counselling services for immigrants. We will publish the information on Finland’s guidance and counselling services on a Google Maps map at the kotoutuminen.fi website. Compiling the information aims to increase interaction between different authorities promoting integration and guidance and counselling services, to provide information on the languages in which guidance and counselling services are available and to highlight the Finnish network of such services.
Centre of Expertise in Immigrant Integration has compiled information on the situation in Ukraine for those involved in integration work
4.3.2022 | News item
A new page has been created at Integration.fi online service, which contains information on the situation in Ukraine. The information is intended for those involved in integration work and professionals who encounter persons affected by the attack on Ukraine. 
Partnership platform – a workspace for integration and refugee reception experts to go online today!
2.12.2021 | News item
The Partnership platform is an interactive, digital and communal platform for operators, experts, stakeholders and networks involved in integration, immigration and reception of refugees. The platform will open as a beta version to users on Thursday 2 December 2021. Register for the platform and join the Partnership platform community!
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