Conducting the Intake Interview

Introduction

Information that is received from the CP and the NCP and that is contained in case files, or elsewhere, is confidential. Except as otherwise designated by law, information may not be shared or used for any purpose other than processing support cases. The misuse or inappropriate sharing of information by staff is subject to penalties, fines, and/or imprisonment.

During an initial interview, explain that personal questions must be asked and discuss the steps that will be taken to keep the information confidential. Staff must make a concerted effort to be knowledgeable about the confidentiality regulations and be able to explain them to the applicant. ExampleExample

Initial Meeting/Interview

At the initial meeting/interview with the CP, a staff member in the CWA or the Family Division does the following:

1. Determines the right of the CP to file and his/her relationship to the child(ren)
2. Researches whether a case already exists and/or whether parties to the filing are parties in other cases
3. Interviews the CP, using a variety of questioning techniques to obtain the necessary information (including domestic violence information), and enters that information into the state automated system
4. Initiates the application process
5. Provides an explanation of the process that will be followed and what can be expected at each stage
6. Answers the CP’s questions

Note: It is critical to conduct research for a prior case before assigning a new case number.

Ensuring Accuracy of Information Gathered During the Interview

While conducting a case intake interview, the staff sets the foundation for those who access the case for location, establishment of paternity and support, enforcement, and financial reporting. Because New Jersey’s case records are matched with those in the FCRFederal Case Registry of Child Support Orders on a weekly basis, the information gathered by staff and entered into the state automated system must be accurate and up-to-date. To help ensure accuracy, staff must do the following:

• Develop an interviewing rapport that enables accurate and effective collection of the information
• Recognize and overcome communication barriers to facilitate the transfer of concise and factual information from the CP
• Use interview control techniques that enhance the collection of information in a timely fashion

Note: Staff must remain impartial and not give legal advice.

At times, creativity in framing the questions helps elicit the required information. For example, mentioning events such as holidays may jog the CP’s memory about employers, addresses, or even a date of birth. Victims of domestic violence may not openly admit the abuse. At times, the interviewer needs to alter questions and interview style to make it easier for the customer to admit that there is a problem. ExampleExample

Customer Interviews

An ideal interview setting would include adequate space, time, privacy, security, and supervised care for any dependents who might accompany the CP. Most child support offices cannot provide every ideal element, but there are some guidelines that, where appropriate, should be followed in conducting the intake interview.

Setting

The interview process should be as stress-free and comfortable as possible for the customer. The interview should be conducted in an area where the customer may speak freely, without worrying that others may hear the conversation. The interview should be free of distractions and interruptions. Staff should do the following:

• Create an interview setting that allows for eye contact with the customer
• Provide coloring books and crayons and noise-free toys for the children to play with, if the office allows children into the interview room
• Check the office for accessibility for wheelchairs, walkers, and baby strollers
• Organize the desk
• Make sure all necessary forms and regulations regarding the process are available at the interview

Greeting

Staff must conduct the interview in a professional manner. CPs, and anyone accompanying them, should be addressed as “Mr.” or “Ms.” unless they specifically request otherwise. When it is time for the CP to be interviewed, the staff member should do the following:

• Enter the waiting room and greet the CP by name, confirming the pronunciation if necessary
• Introduce himself/herself, including full name and title
• Escort the CP to the interview area (the receptionist should not direct the CP)
• Start the interview only after arriving at the office or interview area
• Write the CP’s name on the application, remembering to confirm correct spelling

Note: Do not allow people into the interview area who are not parties to the case. They cannot aid in the collection of information and may cause the customer not to respond to questions completely. Cite the following reasons to discourage others from entering the interview area: office policy, Superior Court policy, Right to Privacy Act, insufficient space for seating and security.

Interview Techniques

Before beginning the interview, staff must determine whether the CP requires the services of an interpreter. Some CPs may attempt to answer interview questions in English, even though they may be more comfortable and effective providing answers in their native language. It is critical that the CP have a thorough understanding of every document signed throughout the process because those documents might otherwise be inadmissible if the case goes to court. The services of an interpreter should be arranged to assist CPs for whom English is a second language. Staff should refer to a supervisor as a reference for obtaining the services of an interpreter.

As previously mentioned, the purpose of the interview is to gather as much information as possible about the NCP. The interviewer must be skilled in asking questions to uncover information that may be hidden or that the CP may not consider to be important. At the same time, the interviewer needs to be prepared to deal with the mental and emotional state of the CP, who is frequently upset with the fact that she/he has been left alone and responsible for the welfare of the children. The interviewer must explain the purpose of the meeting to the CP and the purpose of the information and documentation requested.

Note: it is critical to remind CPs that receiving TANF benefits is contingent on cooperation with the child support process. See Cooperation for details.

Levels of Communication

Staff should become familiar with the three levels of communication described in the table below. Staff who effectively use the three levels of communication are able to maintain a professional demeanor, remain focused, and obtain and interpret concise and factual information for data entry into the state automated system.

Level	Application
Spoken word	Staff member verifies his or her comprehension of information provided by the CP by paraphrasing what has been said. Staff need to be aware of their tone of voice and attitude when communicating with the CP.
Body language	Staff member must be aware of the messages he or she conveys through nonverbal expression. Approximately 75% of the meaning of any face-to-face conversation is communicated through body language.
Appearance	The staff member’s professional image is conveyed by his or her clothing and grooming. A professional appearance instills a sense of confidence in the CP that the staff member knows what he/she is doing, can perform the duties of the job, and deserves the CP’s respect and trust.

Listening Skills

Active listening techniques can help staff clarify the information received from the CP, separate facts from opinions, and ensure that what the CP is saying in response to questions is interpreted correctly. For example, the staff member might summarize what the CP has reported by saying, “Based on your answer to the question (repeats the question), you mean (states his/her understanding of the response). Is that correct?”

Empathy

Staff should demonstrate empathy, not sympathy. Empathy is the demonstration of understanding and compassion for the experience of another person. In contrast, sympathy is an inclination to feel or think alike. In conveying empathy, staff demonstrate that they are not “taking sides”; rather, they are neutral professionals doing their job in a manner that assists the CP. The table below lists some examples of how staff can show empathy.

Scenario	Staff's Response
CP is angry and frustrated because of an extended wait.	“I apologize for the two-hour wait, and thank you for your patience. How can I help you?”
CP starts to cry.	“I am sorry this situation causes you distress.” Hands the person a tissue. “Do you need some time to relax for a moment?” Also: “The interview will be completed soon.”
CP asks: “What would you have done if you were me?”	“Each situation is different. We are here today to help with your situation.” Then ask the next question.
CP wants to talk about personal interests.	“I’m sure you’re eager to get this process started so that we can help your children. We really need to focus on the questions in this interview to make that happen.” Then ask the next question.

Probing Questions

Probing questions are helpful in clarifying a response or obtaining more information. A good rule of thumb is to ask questions that begin with “who,” “what,” “where,” “when,” and “how.” Avoid questions that begin with “why,” as they can sometimes appear judgmental. For example, if a CP says that her husband left and did not provide his new address, ask probing questions that remind her of information she does know. ExampleExample

Questioning Techniques

Sometimes it is difficult to obtain information from CPs: they may not know the information; they may think they don’t know the information; or they may simply not understand what information is being sought. At other times, it is necessary to work through the CP’s emotions in order to obtain the necessary information. A number of questioning techniques can be helpful in a variety of situations. The table below contains examples of questioning techniques.

Type of Question	How to Start	Goal of the Question	Example
Nondirective or open	What…? When…? Where…? Who…?	Information	“What types of employment has Joe had over the last two years?”   “Who is the father?”
Directive or closed questions	When…? Where…? Did…?	Short, specific response	“Where does Joe work now?” “Is there any other possible father?”
Follow-up	Restate the response, followed by questions asking for more detail	Elaboration on a prior response	“You indicated that you have spoken with Joe. Did he mention that he would assist you with support for your child?”
Probing	Asking for more detail to the response	Clarification of a prior response	“What other information can you give me that would help in locating Joe?”

Related Information

• Cooperation

 

Institute for Families, School of Social Work  Rutgers, the State University of New Jersey - Child Support Program Manual 2020 Release