By Thaimu T Kamara
The Sierra Leone Immigration Department (SLID) has commenced a nationwide effort to strengthen professionalism and service delivery by training its personnel in quality customer service.
The training, held on Monday, 29 March 2026 at the Civil Service Training College, brought together a diverse group of immigration officers from across the country. It was facilitated by Premier Hospitality Services as part of SLID’s broader institutional reform and transformation agenda.
Opening the session, the Director of Administration and Finance at SLID, Junisa Swaray, described the initiative as timely and impactful. He emphasized that immigration officers serve as the “face and first line of defence” of any nation, underscoring the importance of professionalism, ethical conduct, and efficiency in their daily operations.
Mr. Swaray noted that immigration institutions globally are trusted service providers, responsible not only for border control but also for shaping the experiences of travellers entering and leaving a country. He stressed that equipping officers with the right customer service skills is essential to ensuring that they perform their duties effectively while maintaining public trust.
Delivering the keynote address, the Chief Immigration Officer, Moses Tiffa Baio, linked the training to the department’s overarching vision of “Service, Excellence, and Security with patriotism.” He described the initiative as a critical step in transforming SLID into a modern, professional, and service-driven institution.
“Our goal is to build a modern security institution capable of driving the transformation necessary for the country,” Dr. Baio stated. He highlighted that patriotism must remain central to the execution of their responsibilities, particularly given the sensitive nature of immigration work.
Dr. Baio further explained that immigration officers are not only gatekeepers of national security but also ambassadors of Sierra Leone. As the first and last point of contact for travelers, their conduct plays a significant role in shaping the country’s image, influencing visitor experiences, and boosting investor confidence.
He disclosed that the first phase of the training had already been conducted for officers stationed in Lungi, with plans to expand similar sessions nationwide. According to him, the initiative forms part of a comprehensive strategic plan aimed at strengthening institutional capacity and improving operational effectiveness.
Also addressing participants, the Deputy Chief Immigration Officer, Amadu Bah, urged officers to demonstrate empathy, fairness, and respect in their interactions with the public. He emphasized that professional and ethical behavior among public servants contributes significantly to building a positive national image.
Mr. Bah described the training as both timely and essential, noting that courteous and efficient service delivery enhances the reputation of the institution while fostering trust between the public and government agencies.
The Director of Passports at SLID, James Kanneh, highlighted that the training is part of a deliberate and structured effort by the department’s leadership to improve staff competencies. He noted that customer service excellence and capacity building are among the four key pillars driving SLID’s transformation agenda.
According to Mr. Kanneh, the objective is to build a competent workforce capable of delivering consistent, high-quality, and empathetic services. He encouraged participants to go beyond theoretical knowledge by applying practical skills in their daily interactions with the public.
“This transformation has been long underway, and this training is a critical component of that journey,” he said, urging officers to treat all clients with dignity and professionalism.
The training was led by the Chief Executive Officer of Premier Hospitality Services, Zainab Attire Bangura, who served as the lead facilitator. In her presentation, she reiterated the importance of quality customer service in enhancing public trust and strengthening institutional integrity.
Madam Bangura described immigration officers as key representatives of the nation, noting that their behavior directly impacts how Sierra Leone is perceived internationally. She emphasized that the training focuses on building professionalism, improving communication skills, and fostering a people-centered approach to service delivery.
She further explained that effective customer service not only reduces complaints but also boosts staff morale and promotes a positive national image. Participants were encouraged to maintain politeness and professionalism in all interactions while upholding immigration laws and national security standards.
In a subsequent session, Mr. Swaray outlined key training objectives, including understanding customer service within immigration settings, demonstrating emotional intelligence, managing difficult clients, and applying effective communication techniques. He also introduced participants to Individual Annual Performance Appraisal systems, highlighting the importance of setting SMART service targets.
The training featured a variety of interactive methods, including presentations, group discussions, role-playing exercises, and question-and-answer sessions. Participants also engaged in experience-sharing activities aimed at reinforcing practical learning.
Observers noted that the initiative reflects a growing commitment by SLID to modernize its operations and align with international best practices. By prioritizing customer service and staff development, the department aims to enhance its overall performance and contribute to national development.
As the program continues, officials remain optimistic that such initiatives will lead to improved service delivery, stronger public confidence, and a more professional immigration system in Sierra Leone.
Copyright –Published in Expo Times News on Wednesday, 8th April 2026 (ExpoTimes News – Expo Media Group (expomediasl.com)
