Immigration Officers Receive Training to Balance Security and Customer Care
Sia Lucy Kannah The leadership of the Sierra Leone Immigration Department (SLID) has launched a comprehensive training program focused on quality customer service. Partnering with Premier Hospitality Services, the initiative aims to equip officers nationwide with the soft skills necessary to interact effectively with travelers while upholding national security standards.
During his keynote address, Chief Immigration Officer Moses Tiffa Baio described the training as a cornerstone of SLID’s ongoing transformation, emphasizing the goal of developing a modern security institution grounded in professionalism and patriotism.
“Immigration control is the last contact for travelers departing and the first for those arriving,” Dr. Baio noted. “Our conduct shapes public trust, national image, visitor experience, and investor confidence.”
Deputy Chief Immigration Officer Amadu Bah urged personnel to serve with empathy, fairness, and respect, noting that professional treatment of the public builds a positive national character.
Furthermore, Director of Passports, James Kanneh, highlighted that “Customer Service Excellence” is one of the four key pillars of the department’s transformation. He challenged officers to move beyond theory and actively apply practical skills in the field.
Additionally, the CEO of Premier Hospitality Services reminded officers that they are the gatekeepers of national security. She noted that polite interactions reduce complaints and bolster staff morale.
Following a successful first phase for officers, this expanded training signifies SLID’s commitment to continuous improvement. By integrating role-play, group discussions, and experience sharing, the department ensures that its personnel are not only security-ready but service-oriented as Sierra Leone positions itself as a welcoming destination for global travelers and investors.