402.1 Purpose

An interview is a structured communication for the purpose of gathering necessary customer information to assist in determining eligibility. This section describes the interview requirement, the ways in which the requirement may be met, and the basic content of the interview.

Local departments must establish procedures following these guidelines to ensure accurate and timely service to all households, including special needs households such as elderly, disabled, homeless, working household members, and households that contain members who are not proficient in English. The Americans with Disabilities Act (ADA) and other laws require that we provide reasonable accommodations and program modifications to people with disabilities and language difficulties so that they have equal access to all programs.

402.2 Interview

With the introduction ten years ago of DHS’s online application SAIL, and the subsequent launch of myDHR and the Maryland Health Connection, applicants no longer have to come into the Department of Social Services to apply for our benefits. For this reason, face-to-face interviews are no longer the norm, and telephone interviews have taken their place. In the Food Supplement Program, interviews are required once a year for most recipients, and these interviews can take place on the telephone.

Except for households certified for longer than 12 months, households must have an interview with a case manager at initial certification and once every 12 months thereafter. Face-to-face interviews are no longer required at application and recertification. Local departments should use telephone interviews as much as possible, not just for hardship cases but for all cases.

Telephone Interviewing Tips

An interview’s success depends on the skill of the interviewer and the rapport that develops between the interviewer and the customer.

Plan the telephone interview. It requires preparation.

Get organized

Decide the objective of the call

What is it you need to know?

Why are you calling the customer?

402.2 Interview (continued)

Familiarize yourself with relevant past and current information

Write down all information needed

Gather complete and accurate information

During the interview

Confirm your understanding of the circumstances

Ask questions until you are clear on all issues,

Request that the customer repeat them back to you.

Use a good closing statement to prevent unnecessary and time-consuming phone calls to and from customers.

Examples: “Is there anything else you need to tell me before we hang up?”

“Do you have any questions for me?”

“Do you know what information you need to send/bring in?”

“Do you understand all that we talked about?”