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Page | 91 5400 CONDUCT OF INTERVIEW

The interview is the primary contact between the Benefits Specialist and the customer. It is an important source of information, both for DSS (about the customer's situation) and for the customer (about the program, the customer’s rights and responsibilities, and the customer’s needs).

5410 GOALS

The goal of the interview is to obtain the most accurate case information as the basis for determining the customer's eligibility for SNAP. In addition, a cooperative relationship should exist between a customer and the benefits specialist so exchanges of information will occur during the interview and when the customer’s situation changes.

The three main goals of the interview are: 1. Family Assessment  Gathering information about the needs of individuals and families who are seeking assistance 2. Referral  Identifying options and resources available to meet the identified needs 3. Eligibility Determination  Reviewing the application and additional information used to determine SNAP eligibility

5420 PREPARATION

In order for an interview to be successful, the benefits specialists should prepare for each interview. Part of this preparation should include reviewing any available information prior to the interview. Sources of available information include: 1. The completed, current application form 2. The previous narratives, applications, forms, etc. 3. The Benefits’ Specialist own knowledge of program requirements.

The above sources of information, combined with the information shared by the customer, will identify any gaps in information and areas needing verification. Questions should encourage the customer to talk about gaps and inconsistencies.

5430 TECHNIQUES: TONE AND RAPPORT

Interviewing techniques helpful in obtaining the best possible information for establishing eligibility must go beyond the completion of forms and the listing of customer's rights and responsibilities. The Benefits Specialist must approach the interview prepared to listen beyond the customer's initial verbal responses and ask appropriate questions.

DSS Guiding Principles:  We believe in collaborative communications, teamwork, partnerships, and trust for essential family services.  We believe in respecting individual and cultural differences by treating people with dignity, fairness, and respect.