VERIFICATION INTERVIEW GSIS PENSIONER VERIFICATION INTERVIEW - Good morning everyone! We are again so lucky to have another opportunity for a new service. And again, aside from the efforts of all of us, specially the project team headed by Sir Cary Lazo and Ms. Aster Nodalo, we need the skill and professionalism of our karteros being the interviewer who will directly be talking with the pensioners.

The Champion INTERVIEWER Therefore, we need our karteros to be champion interviewers!!! Their skill will rely much how awesome and inspiring our market specialists to orient our interviewers!

Qualities that make up an effective interviewer The first quality effective verification interviewer possess is perspective.  Take the time to understand the perspective of the pensioner or his/her representative being interviewed.  Standpoint/opinion : How they view or believe in the purpose of conducting the verification. They maybe hesitant on allowing people to conduct such interview for reasons. We need to let them understand or emphasize on the advantage this verification could bring them. Advantage: To ensure timely and accurate payments of benefits, for the continuity of the pension, updating of information However, if they refuse to allow you to see and speak with the pensioner, you may explain to them the consequence of such but never insist or force them to allow. Just explain in a very subtle manner. Consequence: May suspend the pension or they might be compelled to personally bring the pensioner to GSIS

Qualities that make up an effective interviewer 2. Must be a good communicator. Effective communication comes down to two things. Be able to communicate in a way that the pensioner or his/her representative can understand.  b. Be a good listener.  As our first approach we would be communicating with the concerned people, we must be a good communicator. It is not enough to simply say the words and expect them to truly understand what you’re trying to convey. Speak slowly and clearly. Repeat if needed. b. Respond politely if there are clarifications or questions from the pensioner or his/her rep. Listening requires that you make an effort to understand the message from the perspective that the person communicating is coming from. Paraphrase if needed.

Qualities that make up an effective interviewer 3. Preparation is critical to successful verification interview.  It is important that you take the time to properly prepare yourself to conduct the interview.  GSIS letter to the pensioner as proof that we are in partnership with GSIS to do the home visit GSIS Verification form, ballpen, stamp pad, cp with cam, Objective of the verification interview (Kaalaman bakit kailangan magsagawa ng katanungan sa pensioner) Appearance ( neatness, ID, Uniform) Emotion of interviewer

Qualities that make up an effective interviewer 4. Clarity in judgment. Purposely try to make the pensioner or his representative feel comfortable so that they’ll open up and provide accurate information. We can only attain clarity in judgement if both the interviewer (kartero) and the interviewee (pensioner) feel comfortable before the start of the interview

Qualities that make up an effective interviewer 5. Lastly, it is essential to be strategic in your approach.  If you have clearly get the pensioner’s perspective, you are able to communicate well, and have took time to prepare, and apply clarity in your judgment, you’ve set the foundation for developing a solid strategy.  Effective interviewers don’t simply show up and conduct the interview.  They have a strategy developed that is aligned with the purpose of your interview.  Personally understand the kind of interviewee you would have. It should be in a casual or friendly approach. This time, our interviewer must have mastered the dialog that more or less may happen during their home visit.

Sample Spiel for Verification Interview Postman: Good morning, Sir/Mam. Ako po ang inyong kartero, Juan dela Cruz. Maaari po ba akong magsagawa ng konting katanungan kay Sir/Mam (name of pensioner). Representative: Tungkol po saan? Postman: Ang GSIS po ay nakikipagtulungan sa post office para madalaw, mangumusta at mag update ng konting impormasyon kay Sir/Mam bilang isang GSIS pensioner.

Sample Spiel for Verification Interview SCENARIO 1: SUCCESSFUL ON THE 1ST ATTEMPT Pensioner/Representative: Sige, tuloy po kayo. Postman: Maraming salamat po. (Start with explaining clearly the purpose of the interview and may serve the GSIS letter to the pensioner- as proof of working together or partnership with GSIS. Show also the GSIS Verification Form before starting the interview)

Sample Spiel for Verification Interview SCENARIO 1: SUCCESSFUL ON THE 1ST ATTEMPT After the interview, the postman may now ask to take pictures of : the pensioner holding the GSIS ID (UMID/e-card) pensioner with the interviewer (kartero) UMID/e-card

Sample Spiel for Verification Interview PARTING SPIEL: Pensioner/Representative: Thank you for coming and for taking time to visit us. Postman: You are welcome. Maraming salamat din po sa pagtangap nyo sa akin. Just in case, meron pa po kayo na kailangan, maari nyo po akong tawagan sa telephone no. na ito ( tel. no.). Ako nga po ulit si Postman Juan dela Cruz ng Cebu City Post Office. Magandang araw pong muli.

Sample Spiel for Verification Interview: SCENARIO 2: REFUSE ENTRY ON THE 1ST VISIT Pensioner/Representative: Leaving in another place . Postman: Maaari po bang malaman ang address kung saan po sya kasalukuyang nakatira? If address is provided, write the address in the GSIS Verification Form

Sample Spiel for Verification Interview: SCENARIO 2: REFUSE ENTRY ON THE 1ST VISIT Ask also when the pensioner is coming back to his/her original residence. If within 1-2 weeks, the postman shall tell the representative that he will go back for another home visit. This must however be noted and uploaded in the system.

Sample Spiel for Verification Interview: SCENARIO 2: REFUSE ENTRY ON THE 1ST VISIT If the period cannot be determined and the new address is within the same area, tell the representative that the home visit will be done by another postman who has the delivery jurisdiction of the new address.

Sample Spiel for Verification Interview: SCENARIO 3: THE PENSIONER TEMPORARILY LIVES ABROAD. Ask for the temporary address and the date when the pensioner is coming back. If 1-2 weeks, the interviewer may come back for a revisit. If more than 1 month, tell them that the information will be reported to GSIS.

Sample Spiel for Verification Interview: SCENARIO 4: COMPLETELY REFUSED TO GIVE INFORMATION AFTER 3 ATTEMPTS If the pensioner’s representative keep on providing reasons and the interviewer is not successful even after 3 home visits, tell them that the information will be reported to GSIS.

Sample Spiel for Verification Interview: SCENARIO 5: THE PENSIONER IS DEAD ALREADY WITHOUT INFORMING GSIS. Be sympathetic for the loss. Request if you can take a picture of the pensioner’s death certificate.

Good Luck po sa ating Lahat! Maraming Salamat at Good Luck po sa ating Lahat!