Tips for an effective interview Interviewing Tips for an effective interview Natalie Jay-Short Irma Blackwell Michelle Woolfolk

Purpose for Interviewing The purpose of a customer interview is to collect enough information to determine eligibility. Customer can present the information in their own words. We will also clarify any information and questions that arise from the application. The interview resolves questions that the customer may have about policies and procedures. Provides an opportunity to educate clients about eligibility process. Tell them that you are new and may have to add

STAGES of AN Interview Preparation Opening Conducting Closing Follow up

Prepare for the interview Know your program policy area and /or explain that you are new and may have to to put them on hold to ask supervisor questions. Review any information about the client that you may already have available(old case files, notes from VACMS) Develop an idea of what specifics you need to get when you meet or call Have ready any paperwork you may have to send or that the customer needs to complete. Be prepared to give your undivided attention Prepare your interview space: Clear desk of other files and info. A. Control atmosphere B. Use a sign to notify you are interviewing C. Have safety measures in place. D. Prepare for small kids 7. Consider Possible outcomes

CLIENT Interaction Traits: Opening Greet with a smile even over the phone. Introduce yourself and call them by name Engage in a bit of small talk Use the opportunity to get to know customer Let them know they can feel free to talk to you

Conducting and Explanations! 1.Explain that whatever the two of you discuss will be strictly confidential 2. Explain their rights, responsibilities and requirements 3.Show that you intend to work in the customer’s best interest 4. Treat them with respect and tell them that you are listening and may write or type to give reminders of what you discuss

Conducting and Building Rapport Ask the customer open-ended questions that provide basic information you will need to assist them (ex. Tell me about your situation) Look at the problem from the customer’s perspective and show that you empathize with their situation. Ask needed close ended questions as well that need to be addressed. Decide which type of question to ask as appropriate Lean slightly forward, take brief notes and nod your head when appropriate to show the client that you are listening Maintain eye contact to let customer know they have your attention and you are interested in what they are saying. Address any concerns and clarify their answers. Evaluate information and verify if needed

Conducting :SENSITIVITY and TACT Follow the Golden Rule: Treat others as you want to be treated 1. Realize people react to questions differently 2. Recognize & eliminate barriers due to age, gender, language and racial differences 3. Understand attitudes towards authority can influence interactions with you 4. Elderly, disabled and illiterate customers may require more time or assistance 5. Give the client verbal as well as written instructions. 6. Respect the clients level of ability to participate in the application process.

Conducting : CLARIFICATIONS 1. Ask the client to clarify any statements she makes that are unclear. 2. Summarize what the customer stated. 3. Repeat/ rephrase back to the customer. 4. Make sure the client understands what you are saying 5. Avoid jargon, and acronyms. 6. Formulate your questions well and restate 7. Listen to the response 8. Don’t assume or be afraid to ask for clarification

Conducting: WATCHINg and listening with purpose Watch the customer’s body language and tone Pay particular attention to body posture and facial expressions Body language can be a clue of missing or false information. Look for signs that he may be more upset by a situation than he lets on Be mindful of your own facial expressions, body language, tone and posture. Attempt to determine what long pauses on the phone mean

Conducting: Dealing with Upset people Acknowledge the other person's feelings Let them know you are listening Be cognizant of your own facial expressions and body language and tone 4. Make it clear that you're concerned. Make sure they know you respect them as a person Remain calm, keep your power Ask insightful, thought provoking questions Help them focus on solutions

COncluding the interview Offer the customer a summary of the information you’ve gathered Ask if there are other questions or anything more they would like to add. Explain what your next steps will be. Give or send checklist if necessary Reinforce and remind customers of their responsibilities and time frames Let the customer know where and how they can reach you. Give a time frame in which the client can expect to hear back from you(don’t make promises) End on a pleasant note.

. Following up Follow-up activities include establishing the case record as well as evaluating the process. You should: 1. Check information for completion and write narrative 2. Follow-up on referrals and contacts that may need to be made 3.Process paperwork including computer matches and data entry requirements 4. Review case with supervisor 5. Evaluate what went well and not so well Follow-up – most interviews require activities. Some tasks will clearly emerge from the particular issues that came up during the interview, while other follow-up activities will pertain to procedural requirements that are specific to case processing