Interview Techniques

Instructor Name

Job Title

Organization Name

What will be covered๏ Purpose of interview

๏ Preparing for the interview

๏ Conducting an interview

๏ Common Components of interviews

๏ Trouble shooting

Purpose of the interview๏ The purpose of the interview is to:

- To collect symptom information from ill persons- Identify additional ill persons- To collect exposure information from ill and well persons

๏ Use this information to: - Characterize the outbreak - Identify the source of infection - Chose control measures to implement- Stop spread of disease- Prevent future outbreaks

Types of interviews๏ Phone

๏ In-person

๏ Individual interview

๏ Group interview

๏ Online Survey

Getting ready: The Supplies๏ Interview form

- Disease-specific case investigation- Outbreak questionnaire- Shotgun questionnaire- Review and ask questions before beginning interviews

๏ Calendar

๏ Pen/pencil

๏ Phone, headset- Don’t use your personal phone… or block your number

๏ Water

Getting ready: The Situation๏ Be familiar with the disease in question

- Incubation period- Routes of transmission- Signs and symptoms- Treatment

๏ Circumstances of outbreak- Event- Food recalls- Media coverage

Your conduct matters๏ Project confidence & concern

๏ Speak slowly & enunciate clearly

๏ Avoid using jargon and acronyms

๏ Smile or convey a friendly attitude over the phone.

I’m calling about the campy FBI

at the RFE.

I’m investigating illness from a bacteria called campylobacter

among coworkers who ate at the same restaurant.

Getting started on the phone๏ “This number does not take calls from solicitors”

- Press 1 to prove you are a human- Enter your work number/CDPHE number

๏ Leave messages- If agreed upon- If a private line- With general information and a call back number

Starting on the Right Foot๏ Introduce yourself and the agency

๏ Explain the purpose of the call

๏ Assure confidentiality

๏ Provide an estimated length of time for the interview

๏ Offer to call back at a better time

๏ Obtain parental/guardian permission to interview minors

Starting on the Right Foot๏ Introduce yourself and the agency

๏ Explain the purpose of the call

๏ Assure confidentiality

๏ Provide an estimated length of time for the interview

๏ Offer to call back at a better time

๏ Obtain parental/guardian permission to interview minors

How did you get

my name?

How do I know you’re who

you say your are?

I ’m on the do not call

list.

I don’t take calls from solicitors

It’s okay, I’m his mother.

Just ask me.

Answers to Tough Questions“How did you get my name!” Ill Persons:

•Laboratories and doctor’s offices report certain diagnoses to public health. •From the event organizerWell Persons:•From the event organizer•Random sampling

“I don’t take calls from solicitors” or “I’m on the do not call list.”

•Apologize and explain calling as part of public health investigation

“How do I know you’re who you say your are?”

•Call back and hear voicemail•Transfer to supervisor•Call supervisor

“It’s okay. I’m his mother. Just ask me.” •If your son is over 18, I’ll need his permission to talk to you.

Continuing on the Right Foot๏ Take time to answer interviewee’s questions and

concerns upfront- Am I at risk of getting sick?- How do I protect my family from illness?- How long will it take to figure out the source?

๏ Educate interviewee- How disease is transmitted- Preventing transmission

- Handwashing

- Staying home from work/school/child care

- Vaccination

- Completing medications as prescribed

๏ Ask the interviewee to get a calendar

Conducting the interview ๏ Move on to the questionnaire once rapport is

established

๏ Control the interview, redirect as needed

๏ Guide interviewee through interview

๏ Avoid leading questions

๏ Take a matter-of-fact approach to sensitive questions, i.e. sexual activity, drug use, etc.

Collecting key information๏ Use questionnaire correctly:

๏ Try not to skip any of the questions, even if they seem redundant

๏ Mark an answer for every question

๏ Yes No Don’t Know

๏ Complete one questionnaire for each person

Collecting key information๏ Demographics

๏ Age (likely to be age range for control calls)

๏ Sex

๏ County or city as needed

๏ Ethnicity and race (May not be collected on control calls)

๏ Primary Language

Collecting Symptom Information from Ill Persons๏ Onset date

๏ Symptoms: Yes No Unknown

๏ Duration- Still ill

๏ Severity- Doctors visits- Emergency department visits- Hospitalizations

๏ Treatment

Collecting a food history๏ Ask about foods eaten:

- During incubation period of causative agent - During the suspected event

๏ Tools:- Calendar: holidays, meals out- Menus from events- Food sources previously associated with agent

๏ Remind the interviewee to stay within the incubation time period or event.

๏ Include snacks, toppings, condiments, drinks

๏ Be ready to clarify foods that the interviewee may not know by name.

Other Questions๏ Non-food exposures

๏ Secondary cases

๏ Willing to provide a stool specimen (if testing not done yet)

Wrapping up the interview๏ Have you asked all the questions on the form?

๏ Clarify inconsistencies

๏ Inform interviewee that you may need to call back to- Ask additional questions- Share new findings

๏ Provide agency contact phone number for additional questions

๏ Explain how results of investigation will be disseminated

- CDC website- Report to event coordinator

๏ Thank interviewee

Finishing up๏ Complete necessary documentation

- All questions on interview form are answered and legible

- Phone list indicates who you called

๏ Turn in or file interview forms- Make sure all confidential information is locked before

leaving- Avoid taking confidential paperwork with you

Questions?