Kela service point in Kamppi, Helsinki. Photo: Heikki Saukkomaa / Lehtikuva
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At Helsinki’s Kamppi Kela service point, scenes of verbal abuse and frustration have become daily occurrences. Observations made during a Thursday morning revealed long queues, angry exchanges, and rising tensions among clients struggling with recent cuts to benefits and tightening support criteria.
Kela’s Kamppi branch operates on a numbered queue system, opening weekdays from 9am to 12pm. Even before the doors open, a line forms on the street.
As the clock struck noon, the automated number dispenser shut down, prompting a loud outburst from one woman who missed her chance. “Satan’s pig!” she shouted at a security guard, continuing to insult the guard’s employer, Avarn Security, before storming out.
The guard, who had no control over the machine or opening hours, became the focus of the woman’s anger. The atmosphere inside remained tense as others who failed to secure a queue number grew restless. One customer on the phone said, “There’s all kinds of drama here again.”
Pasi Halonen, a security guard with Avarn Security, said rising frustration is increasingly visible. “It shows up as swearing and snide remarks,” he said. Halonen, stationed at the queue number machine, often acts as the first contact for incoming clients. “Some people are so frustrated, they don’t want to believe what I’m saying.”
He said security staff have become scapegoats for anger over Kela’s decisions and operations.
Three guards now work daily at Kamppi, part of a broader increase in security presence across Helsinki’s Kela service points. This has led to fewer drug paraphernalia incidents in public areas, according to Kela’s head of security Sami Niinikorpi.
Reports of disruptive behaviour have increased both online and in person. Niinikorpi said staff have become more alert and quicker to report incidents. “Threats against staff have unfortunately increased too,” he noted. Although he stops short of linking the rise directly to deteriorating client circumstances, he acknowledges the environment has become more demanding.
Police are called if necessary, but all statutory service duties remain the responsibility of Kela personnel. Despite the challenges, there are no plans to extend service hours. Most services have shifted online or by phone.
During Yle’s visit to Kamppi, the queue moved slowly. The average wait is said to be around 30 minutes, but some clients reported waiting over an hour. An elderly woman was observed standing with her walker for at least an hour before being escorted to a service booth.
Halonen described the work as “sensitive” due to the difficult life circumstances faced by many clients. His approach remains firm but neutral. “You can’t ban people from a Kela office like you would from a restaurant. This is where people come because they have no other choice.”
By midday, the waiting area was full. Several clients who arrived late were unable to obtain a number and were told to try again the next day or call customer service. Some accepted the setback quietly and left, while others remained seated, hoping for help.
Urgent matters, such as emergency financial assistance, are still processed even after the queue machine shuts down. Halonen said the office becomes quieter by 2pm.
Clients generally appreciate the presence of security. Many thank the guards as they leave. Kela’s strategy commits to safe service environments, for both customers and staff.
Although frustrations are common, Halonen said incidents have calmed somewhat since pre-pandemic days. “Before COVID, this place could have several hundred clients a day. Now it’s closer to 100 or 200.”
HT
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Source: www.helsinkitimes.fi
