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Updated March 2007
After reviewing case records, review team members conduct case-related interviews with children, parents, foster parents, case managers, and other professionals working with the child(ren). The interviews are not "customer satisfaction surveys," but rather an opportunity to confirm case record documentation, collect information missing from the records, and obtain the perspective of children and families with regard to the support and services they are receiving from the State child welfare agency in relation to the goals established for that child and family.
Review team members can participate effectively in the case-related interviews by doing the following:
Complete the Case Record Review
Review the case record, noting the areas in which information is incomplete or missing, or should be confirmed by another party.
Become Familiar With the Core Questions and Exploratory Issues
Review the core questions and exploratory questions, noting especially those sections of the Onsite Review Instrument for which you did not identify sufficient information during the case record review.
Prepare the Interview Questions
Prepare a list of the questions that you will need to ask during the interviews.
Introduce Yourself and the Interview Process
Try to put people at ease with some introductory small talk; introduce yourself and explain the interview process. Let interviewees know approximately the number of questions that you will need to ask or the amount of time that the interview might take.
Provide an Overview of the Review Process
Provide individuals with a brief overview of the purpose of the review process and the interview. Avoid using jargon; simply explain that the Federal and State governments are looking at how well the State is helping children and families reach their own goals. Let parents or foster parents know that you are interested in learning about their experiences so that the review team can determine how the State can better support children and families.
Reassure Participants of the Confidential Nature of the Interviews
Explain that the information collected through this and other interviews will be part of a report on the review of the State child welfare system. Emphasize that the comments of particular individuals will not be identified by name in the report. You can reinforce participants' confidence in the confidentiality of the interview by not revealing the comments of other persons interviewed, particularly those involved with the family. Stressing confidentiality is particularly important when interviewing children, parents, or foster parents.
Ensure That Participants Are Comfortable With the Process
Ask participants whether they have questions they would like to ask before getting started. Try to use a conversational approach with children and families rather than attempting to follow a specific list of questions. Avoid asking questions that can be answered with a simple yes or no; ask open-ended questions, particularly with people who may appear less comfortable with the interview process.
Do not push for information, particularly when the interviewee is a child or parent/foster parent. The goal of the interviews is to obtain information without making any of the participants uncomfortable. If a child does not want to participate, he or she should not be required to do so.
Remain Neutral in Your Reactions
Interviewers may react empathetically (for example, "I hear that you are upset by the situation") but should avoid reacting strongly to particular responses or making judgmental comments about a State agency's response to a particular situation.
Address Conflicts in Information
Be prepared to address conflicts between an interviewee's statements and (1) those of others with whom you have spoken or (2) the information in the case record. Try to do so without directly mentioning the conflict; instead, pursue the line of questioning with regard to the statement in conflict by asking followup questions to clarify an interviewee's initial remarks.
Avoid Making Commitments
Acknowledge complaints raised by people being interviewed but do not commit to checking on their situation or to getting back in touch with them.
Note the Interview Results
Let the participant know in advance that you will need to take notes while he or she is talking. Immediately after the interview, record your notes more completely in the appropriate sections of the Onsite Review Instrument. Do not tape record interviews.
Report Child Safety Issues to the Federal Local Site Leaders
Contact a Local Site Leader immediately following any interviews in which child safety issues are identified.
Provide Support to Children
Coordinate with the Federal Local Site Leaders to ensure that children receive support from their case workers after the interviews. While the interviews are not designed to provoke an emotional reaction, some children may have a less-than-positive response to discussing their situation with a stranger. Social workers, therefore, should be scheduled to meet with children after the interviews.
