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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 Guidance and counselling services for immigrants: provide contact details for the map

Guidance and counselling services for immigrants: provide contact details for the map

Publication date 16.6.2022 16.22
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.

The website will also include a table of the guidance and counselling services and the languages in which services are offered. We will publish the information for the first time by the end of May, after which the contact details will be updated every 1-2 months or more frequently if necessary.
Initially, the map will only include municipal guidance and counselling services. We may expand the collection of data to municipal centres of expertise later.

Submit any changes by email

If the contact details or the language offerings of the location, or the contact details of the person who has submitted the information on guidance and counselling services change, please do not submit a new form. Instead, please notify the Centre of Expertise in Immigrant Integration of the changes by sending an email to kotoutumisenosaamiskeskus(a)gov.fi.

Fill in the form to submit information on guidance and counselling services 
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