Telephone Interviewing SkillsThursday, July 12 14, 2012

2:00 PM - 3:30 PM EDTDavid Godfrey, Senior Attorney, ABA Commission on Law and Aging, Presenter/AttorneyShoshanna Ehrlich, Client

Why working with by phone is different Getting and giving information Assessing capacity Putting the client at ease Focusing on one issue at a time – Not overlooking the interconnectedness of

issues Creating an action plan Assessing client’s ability to follow through

on advice given over the phone

Key Concepts: - Overview

Hotline advocate / attorney Intake staffAdvocate/ attorney who does not answer

incoming calls Information and Referral Staff Managers / planners/ program developers/ Legal assistance/services developers Attorney in private practice Other

Poll: What is you role?

Pros: Access – anyone with access to a phone No travel needed Flexible hours Anonymity Lower cost Casual working environment They can’t see what you are thinking

Pros and Cons of interviewing with clients by phone

Only one channel of communication No visual cues Complexities of examining documents Missed calls and call backs Safety can be a concern on some call-backs Intake model or direct to attorney model? If the client has talked to intake first, the

attorney needs to identify as an attorney

Cons:

Listen for:

Closed and open questionsPutting client at easePolite way to ask personal questionsQuestion check list

Role Play Scenario #1:Medicaid long term care case:

 

Start with easy, closed questions; Know what level of service you can provide on

this issue by phone; Use open questions to invite a narrative and

explore details; get them comfortable talking with you and sharing information with you;

Use “may I ask” questions – may I ask your name?

Use interview formats for frequent questions.

Have a plan

Only on select issuesOn most issuesSeldom Never They are included in our case

management system

Poll: Do you use standard interview check lists or scripts?

Look for: Gathering information in a document

intensive issue

Listening skills

Probing for details

Role Play Scenario #2:Car loan collection case

If short – can they be read?

Fax (from a local field office?) Scan and email

On common documents, know what the critical items are (dates, reason codes on denials and terminations.)

Documents – Be Creative

Listen for clues of:• Fear Discomfort Wellness/illness Background noise Answers to questions – or not Demeanor

HappinessAnger Desperation

Listening Skills are CriticalSet the scene:

Ask yes and no questions to confirm if this is a safe/ good time to talk ;

Is that an issue?Re-contact and confirm answers;

Coaching – undue influence

Is Someone else with the caller?

Fax Mail Have client read them to you Email Have client bring in Get through community partners We don’t review them

Poll: How do you get copies of documents?

Listen for: Complex – multi issues How to maintain control Focusing on one issue at a time

Role Play Scenario #3Credit card collection

Hear them out – let them vent but within reason

Multiple issues Break down into small parts Be kind – but take control Get the client to focus on one issue at a time Ask simple questions with relatively clear

answers Focusing on remaining non-judgmental Fact collection

 

Stop and Consider

Listen for:Gathering critical factsGetting information to the client Making and Confirming a plan of action  

Role Play #3 continued

Do they understand the risks and benefits of the choices they are making (do they have capacity)?

Will they be able to follow through? If not, try to connect them to full

service or local provider. If none available, can you do more at the

hotline?

Assessing the Client

Verbal

Mail and email follow up Legal information

Directing to web sites – libraries – other local resources

Getting Information to the client

Focus on one issue at a time: Issues are interconnected Information and action overload Follow up if necessary

Set a plan of action:Go over the steps in the planHave the client repeat back the steps Confirm understanding

NothingMake an appointment and see them in

person Follow up with the client by phone Refer for full service Refer to other social service providers Other?  

Poll:What does your program do if the caller seems unable to follow through ?

Look for: • Fact collection• Reviewing documents• Gaining access to documents• Ways of getting information to the client• Plan of action

Role Play Scenario #4 – lease

Getting access to documents to review Getting information to the client The issue is You need to do

A B C

I am going to Confirm the plan: Now what you are going to first? Follow up

 

Creating an action plan

Center for Elder Rights Advocacywww.legalhotlines.org

ABA Commission on Law and Aginghttp://www.americanbar.org/groups/law_aging.html

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