Hello Espoo Info encourages immigrants to learn and become independent

Moving to a new country is a major life change. A move comes with a long to-do list, and processes in the new country often differ from those in the person’s former home country. The language is unfamiliar, and the service system can be difficult to navigate. Often, newcomers know nothing about the services available in Finland or in Espoo. Some people may already have distrust toward authorities and public institutions, as well as experiences of corruption.

The role of Hello Espoo Info is to provide information about different services and to refer people to the services that best meet their needs. We walk our clients through the Finnish service system step by step, building trust along the way. Our pedagogical approach becomes particularly clear in the way we help immigrants build digital skills. “Some clients are surprised to learn that you can access services via mobile devices or that you can borrow a laptop computer from a library,” explains Service Supervisor Arja Filpus from Hello Espoo Info.

At Hello Espoo Info, we also explain difficult terms used by public authorities and support the use of Finnish in everyday interactions.  When we notice that a client already knows some Finnish, we use clear language ourselves and encourage the client to communicate in Finnish. Of course, when working with clients, we also use English and any other languages we know, as well as telephone interpreters when necessary. Our goal is to create a learning-friendly environment where people are not afraid of making mistakes.

Every client already has skills that are important to recognise in the service situation. We try to read the situation and get a clear picture of the client’s knowledge, skills and motivation. We all have a natural need to understand what is happening in our own lives and how we can make everyday life easier. That is why Hello Espoo Info has relied on a pedagogical approach from the very beginning. The idea originally comes from the good practices and experiences of Espoo’s libraries.

“One moment that has stayed with me is when a client asked for permission to film the service situation. They wanted to make sure they would still remember how to fill in the form at home, so they could manage independently next time and assist their spouse as well,” recalls Service Supervisor Filpus.

An employee’s role includes creating an unhurried and encouraging atmosphere where learning is possible. Emotions are contagious, so it is especially important to remain calm with agitated or upset clients. In this kind of atmosphere, trust is also gradually built.

We want to emphasise to clients that even employees who know services well do not know everything – and that is okay. We are all constantly learning new things. A pedagogical approach does not require employees to have perfect knowledge; instead, we pause together with the client to focus on learning. We see this as an investment in the future: although it may take more time in the moment, it saves time later. The goal is for clients to learn to manage their affairs independently, which also saves money in the long run. At the same time, clients learn to recognise their rights and responsibilities in society.

“A pedagogical approach to work is not only a method, but a holistic attitude.” Filpus sums up her team’s work.

Arja Filpus, Service Supervisor, Hello Espoo Info

arja.filpus@espoo.fi, tel. +358 43 8255062