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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.
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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.
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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.
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Multilingual materials Multilingual materials related to Finnish society and culture help integration. You can also use the materials in customer service and guidance.
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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

null A new map shows all guidance and counselling services for immigrants

A new map shows all guidance and counselling services for immigrants

Publication date 22.12.2022 10.53
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.

The map is available on the kotoutuminen.fi website. The map only shows the location of those guidance and counselling services that are organised by municipalities. The map does not contain information on other guidance and counselling services, but that may change later. 

The municipal guidance and counselling services respond to the needs of immigrants from different situations and language groups. Free guidance and counselling services provided under the Act on the Promotion of Immigrant Integration aims to ensure that immigrants are aware of the measures and services promoting integration as well as issues related to working life. To guide and advise immigrants and to inform them of the services, flexible and evolving work forms and efficient cooperation between the authorities are also required.

Municipalities have different ways of organising guidance and counselling services. Some services may also be directed at a specific group, such as refugees. If the guidance and counselling services of the municipality you represent are not on the map yet, you can provide your contact details by using the form on the kotoutuminen.fi web service.

Guidance and counselling services of municipalities on the map 

More information:

Guidance and advice
Guidance and advice services
Guidance and advice for immigrants: provide contact details for the map
Ajankohtaista
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