Encounters at Vantaa’s multilingual guidance service

Vantaa’s multilingual guidance service has operated in Vantaa for two years, according to the City of Vantaa. The service is aimed at all foreign-language speaking residents of Vantaa who need help with question related to integration and dealing with authorities. What does this mean in practice? Why is the service so important to many people? Let’s learn about the service together through customer experiences.

The Ukrainian Yuliia is about to move from Järvenpää to Vantaa. She is happy to give an interview: there is clearly a strong relationship of trust between the customer and multilingual advisor. She has worked with Irina to make progress with switching her municipality of residence, learn about relevant matters with Kela and, of course, fill in a housing application. Yuliia finds it extremely important that high-quality advice and guidance is available in a language she understands.

“The majority of Ukrainian’s cannot handle the Finnish service system alone. The lack of language proficiency makes it difficult to find information. Another point of confusion is the fact that every municipality has its own ways, so no help can be provided with the processes of another municipality,” Yuliia says, describing the challenges she has faced in Finland.

According to Yuliia, the multilingual guidance services provides comprehensive service that is not available elsewhere.

Building a life in Finland with the support of a Multilingual Advisor

Abdishakur, who advises local residents in English and Somali, says that there is a great deal of variation in his working days and the service needs of his customers. For example, Abdishakur explains that, in the case of people who have recently moved to Finland, he needs to work with them to “build their entire life in the country” – from finding housing, applying for school and reunifying the family. For multilingual guidance, efficient and functional cooperation with the city, well-being service county and local organisations is highly significant.

Today’s visitors in Tikkurila, Tetiana and Abbas, are returning customers known by the advisor. Multilingual guidance service assists in filling in forms, for example. This also includes supporting digital service access on a computer or the customer’s own phone. Tetiana says that the guidance service has helped her apply for Finnish-language courses and access TE Services, while Abbas has been assisted with applying for vocational school, for example.

Abbas has also recommended the service to his friends. Both indicate that they are grateful that there is an easily accessible place to ask for advice.

Multilingual guidance with a supportive approach to integration

Multilingual advisor Mariam’s customer Sarah is an Iraqi woman, who has been living in Finland for two years. Sarah finds interacting with various authorities in Finnish challenging, even though she already speaks the language a little bit.

With an advisor who speaks the customer’s native language, it is possible to review the service situations phase by phase. Difficult bureaucratic terms are explained to the customer. The service aims to strengthen and support the independence of customers.

“The service provided by the multilingual advisors in Vantaa is friendly and precise. Help is also available quickly, which is very important, Sarah says with a smile.

Vantaa Multilingual Guidance

Free personal guidance on the services of the city, organisations and various official services. The service languages are Finnish, Swedish, English, Estonian, Russian, Somali, Dari, Farsi, Arabic and Kurdish. The advisors will assist you or guide you to the right service!

Our services are available at the Vantaa Info Centre in Tikkurila and Myyrmäki:

Monday, Tuesday and Wednesday by appointment 9:00–15:00.

Thursdays and Fridays by appointment only.

You can make an appointment by visiting Vantaa Info, calling or sending email to the multilingual advisors.

The guidance is organised by the Neuvova Vantaa project. From the start of 2025, the law will require municipalities to organise low-threshold guidance and advice services to all immigrants.

Guidance times and languages and the contact details of the advisors: vantaa.fi/en/multilingualguidance.