Conducting interviews

Step 1 Read the file in advance

• Stay focused on why an interview is required and what is needed to make a decision
• Gather any tools that need to be consulted in order to make a decision.

Step 2 Establish rapport

• Greet the applicant
• Put the client at ease: help them through the logistics e.g.
  • do they follow you?
  • where do they sit?
  • do they have special needs?

Step 3 Explain the purpose and format of the interview

• Confirm each applicant’s / family member’s choice of official language.
• Explain the officer’s role and authority.
• Explain how the interview will be conducted. Note: Should testing of language ability prove to be necessary, applicants should be informed of the reason for any changes in language prior to any testing being carried out.
• If using an interpreter, ensure that the applicant and interpreter understand each other.
• Ensure that the applicant understands the officer and the process.

Step 4 Elicit information

• Try to put the applicant at ease: most people will be more forthcoming if they feel relaxed
• Keep vocabulary simple and sentence structure uncluttered
• Avoid jargon, rephrase questions if it appears that the applicant has not understood a question
• Maintain the dignity of the applicant
• What to ask:
  • ask only what cannot be determined from the file
  • use the application form as a guide
  • be alert for inconsistencies, gaps and evasiveness. Personal questions are acceptable as long as the officer is respectful.

Step 5 Verify the client's information

• Probe by asking closed questions about details that the client should be able to provide
• Use closed questions in a cross-examination style
• Observe the client's demeanor as they answer
• Remain neutral and objective
• Maintain rapport during this phase of the interview.

Step 6 Give the applicant the opportunity to refute/explain

• Remember the principles of procedural fairness
• Give the applicant reasonable opportunity to:
  • respond to the decision
  • clarify facts
  • provide new information or
  • question the officer's interpretation of the facts
• Don't be reluctant to change a decision if the applicant presents new, relevant information
• Explain any conditions of acceptance
• Explain the reasons for a refusal
• Explain the requirements and why the applicant does not meet them.

Step 7 Explain what happens next

• If something is required of the applicant, write this down for them
• Ask only for additional information/documentation if it is necessary in order to make a decision
• Inform the client what will be done next
• As applicable, inform the applicant that they will also receive a written explanation
• Inform the applicant if humanitarian and compassionate consideration, rehabilitation, etc., will be sought
• Make clear who has the authority to make the decision.

Step 8 Answer any questions

• Give the client an opportunity to clarify what was said and make sure they understand
• Give counseling: refer the applicant to authoritative sources
• Avoid giving information you are not certain of.