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Page | 92 The Benefits Specialist needs to be aware of his/her own attitudes and those of the customer, which may prevent sharing of accurate case information. The Benefits Specialist also needs to be prepared to remove or reduce the interference of such attitudes through honest, non-judgmental statements and responses.

When interviewing, it is important for the Specialist to remember that it is not only their responsibility to fill in the blank lines of the application, but also to assess the family’s needs (DSS- EA-221A) by learning about the family, living quarters, work, means of transportation, etc. This will ensure the Specialist is able to refer the customer to adequate resources to meet their needs.

Tone The tone of the interview should be business-like and directed toward the objectives established in the preparation stage. A brief explanation of the purpose of the interview should be presented in simple, non-threatening language.

Benefit Specialists should engage in conversations about work as a positive and valuable experience, rather than a requirement. Messaging should be consistent while interacting with customers and one another. Instead of saying "work requirement", use terms like "job-readiness services," "career development support," or "employment opportunity services." Benefit Specialists should explore what "work" means to the customer and how it fits into their personal goals. This encourages an open dialogue, where customers feel like partners in the process. “What matters to you, matters to us.” Discuss with customers their current goals, what they find meaningful, and what they consider important at this stage in their life. Use this information as a foundation for further development. Here are several messaging examples that can help facilitate the discussion:  "What are some of the skills (life skills, professional development skills, etc.) you feel you'd like to develop?"  "What kind of support or resources do you think could help you take the next step in your career?"  "Are there any professional development opportunities you’ve been wanting to explore?"

 “Looking ahead, what are some areas you would like to focus on?”

 "Are there any skills or experiences you think would make an impact on reaching your goals?"

 “What kind of training or resources would be most helpful to you as you continue to grow?" These questions can help uncover the individual’s development needs and clarify their career goals, facilitating a productive conversation around growth and next steps. Rapport It is important to establish rapport with the customer to ensure a cooperative atmosphere in which the customer will more readily share the necessary information. There are many ways to build rapport including, but not limited to: 1. Be Flexible  Make sure to adapt your interview approach to meet the customer’s needs. 2. Listen and Repeat Back