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Page | 93  Really listen to ensure you and the customer are on the same page, repeat back what the customer said. 3. Use their first name or Mr./Ms. so-and-so  This helps the customer feel like a real person, not just a number 4. See it from the customer’s perspective/be empathetic  Imagine yourself in the customer’s shoes.  Imagine you are assisting a relative or close friend. 5. Don’t rush 6. Take a personal interest 7. Be respectful -- Never talk down to or talk over a customer. 8. Be understanding/avoid assumptions 9. Build Trust 10. Keep focused  Don’t be distracted by other things (e.g. emails, cell phones, etc.)  Stay 100% focused on the customer and interview at hand. 11. Don’t leave them waiting/wondering/without needed information.  No Wrong Door Approach 12. Use empowering language when discussing work and benefits with customers. Here are several messaging examples that can help facilitate the discussion:  “We want to support you in finding a job that fits your goals.”  "Our programs are here to help you build skills for success."  "By making the most of these opportunities, you can set yourself up for success."  "We’re here to help you achieve your goals."  "You have the power to choose the benefits that best suit your lifestyle and goals."  “These programs can provide you with the tools and resources needed every step of the way." 5440 CONTENT

The interview is an official and confidential discussion of household circumstances with the applicant. It is intended to furnish the applicant with program information, and the Benefits Specialist with facts needed to make an accurate eligibility decision.

In all instances, the household's right to privacy must be respected. Information contained in the application and, previous applications, is used as the basis for the interview. The interviewer must not simply review the information contained in the application form, but must explore and resolve, with the household, any unclear and incomplete information.

During the interview, Specialists must be sure the applicant understands: 1. Each step of the certification process 2. The reason for asking certain questions 3. The confidentiality of information 4. The customer's rights and responsibilities, a. Gross income guidelines b. Reporting Lottery Winnings c. ABAWD reporting d. EBT card safety, including protecting the EBT card from Skimming e. Voter Registration options f. Other reporting responsibilities for their household 5. Processing standards (7 day/30 day)