maximizing the initial client interview
TRANSCRIPT
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212 Second Street, Suite 204
Lakewood, New Jersey 08701
732-942-92921
Presented by:
Jay B. Braun, L.S.W., M.S.W., M.S. Ed.,
Director, LRRC
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LRRC WELCOMES
ARRA STRENGTHENINGCOMMUNITIES GROUP
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MISSION STATEMENT
Social Services Information And Referral (SSIRD) Division;
To provide the entire community with the most
comprehensive, accurate and empathetic social services,information, referral, assistance and advocacy, for
governmental entitlement and private sector programs
throughout the entire spectrum of the human lifecycle
experience. We strive to assess the total situation andneeds of individuals and families and do not stop with the
initial inquiry of issue or problem.
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ABOUT LRRC
o Lakewood Township
o Ocean County
o New Jersey
THE LRRC PROVIDES A COMPREHENSIVE RANGE
OF FREE SOCIAL SERVICES FOR
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TODAYS TOPIC
MaximizingInformation
The Initial
Interview
How this EffectsOutcomes
Building AgencyCapacity
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INTERVIEW STAGES
Pre InterviewExperience
InterviewExperience
Post InterviewExperience
OutcomesMeasures
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1
Pre Interview
Intake Forms
On Line Capabilities
2
Reception Greeting
Waiting Area Physical Space
3
Timeliness
Privacy
Barriers
AREAS
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4
Referral Tracking
Data Base /Notes
Paper / Electronic Compatibility
5
Office Space
Time Frame Tools, Forms Scales
6
General Goals
Establishing The Relationship
Empathy
AREAS CONT
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Interview Type
Interview Styles
Interview Goals
8
Client Speech Patterns
Client Emotional Patterns
Client Body Language
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Interview Success
Interview Missing Info
Outcome Measures
AREAS CONT
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PRE INTERVIEW, INTAKE FORMS, ON LINE
Hours of Operation
Appointment F/U Appt. Avail.
Address, Directions & Parking
PREINTERVIE
W
Data & Demographics Critical Socio-economic Status
Corresponds to Electronic Recs
INTAKEFORMS
Intake Forms Available
Electronic Submission Encryption SecurityON LINE
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RECEPTION GREETING , WAITING AREA, PHYS.
SPACE
Gr ti E ri
Ti li
Pri
RECEPTION
GREETING
S iou , C/B, P W t r Cool r / B throo
M rk ti / Pro otio l / Ed. M t
WAITINGAREA
Suffi i t S ti
Cl li Child ri dl
PHYSICALSPACE
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TIMELINESS, PRIVACY BARRIERS
Appointments Start Time
End Time
TrackingTIMELINESS
General Privacy HIPAA
FERPAPRIVACY
Receptionist Availability
Sufficient #Appointment / Cancellation P&P
BARRIERS
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REFERRAL, DB, PAPER VS. ELECTRONIC
Intake Form
Data Base
Marketing Tool
REFERRAL
TRACKING
Funder Audit Req.
Internal AuditsDATA BASE
Corresponding Fields
Storage Security
PAPER VS.
ELECT.
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OFFICE SPACE, TIME FRAME, TOOLS/FORMS
Layout
Comfortability
Safety
OFFICESPACE
Length Sufficiency
Productivity Points
TIMEFRAME
Professional
Validity /Reliability
Security
TOOLS,
FORMS,SCALES
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GENERAL GOALS, RELATIONSHIP, EMPATHY
Obtain Specific info
Understand the Client
Formulate Intervention
GENERALGOALS
Connecting Allocation of Authority
Opened Ended ?s
ESTABLISHIN
GRELATIONSHI
PS
Listening Skills
Emotions
Cultural SensitivityEMPATHY
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CLIENT SPEECH, EMOTIONS, BODY
LANGUAGE
Language Level
Pattern & Spontaneity
Conflicting Emotions
CLIENTSPEECH
PATTERNS
Strong Reactions Interview Anxiety
Participation
CLIENTEMOTIONALPATTERNS
Facial Expressions
Body Posture Hand/Body Movement
BODYLANGUAGE
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INTERVIEW SUCCESS, MISSING INFO,
MEASURES
Info Obtained
ST Goals Formulated
LT Formulated
INTERVIEWSUCCESS
Alternative Methods
F/U Vs, Goals
Concrete & PrecisionMISSING
INFO
Client Surveys
Measurability
Stats & Reports
OUTCOMEMEASURES
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INITIAL INTERVIEW SUMMARY
AppointmentAvailability
1st Point ofContact Exp.
Impartinginformation
ProfessionalExp.
PhysicalComfort
EmotionalComfort
Goals / PlanEffectiveness
Achievements
AgencyOutcomes
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INITIAL INTERVIEW SUMMARY, CONT
1st Point of ContactExp.
Imparting information
Prof
ssional Exp.
Physical Comfort
Emotional Comfort
Goals / PlanEff
ctiv
n
ss
chi
v
m
nts
g
ncy Outcom
s
An improvement in any or several of these areas
may lead to additional income and funding.
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QUESTIONS & ANSWERS
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