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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.
People are holding flags of Sweden.
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

null A new website to serve those involved in integration

A new website to serve those involved in integration

Publication date 1.9.2021 10.00 | Published in English on 7.9.2021 at 8.34
News item

The online service maintained by the Centre of Expertise in Immigrant Integration of the Ministry of Economic Affairs and Employment has been updated. The old kotouttaminen.fi website was disabled and the actual version of the kotoutuminen.fi website was released on Wednesday 1 September 2021. As a result, only kotoutuminen.fi website will be available to users.

The Centre’s online service has undergone changes over the past year. The new kotoutuminen.fi has a user-friendly structure and a fresh look and it contains a lot of new content. In addition, the partnership programme now has a graphic look of its own and websites within the service.

Not all sections are fully complete yet. We will update the missing content and language versions during the early autumn. New content will also be available later this year and next year.

Remember to update links to the new site

All links to the disabled kotouttaminen.fi website should be replaced with a link to the new kotoutuminen.fi website. Some websites redirect users to the new site, but replacing the links is still recommended.

Submit feedback on the website

We hope you like our new online service! If you notice any problems or shortcomings on the website, please submit feedback to us on the feedback form. 

More information: 
Centre of Expertise in Immigrant Integration
Partnership Programme website
Information about the online service
Feedback form
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