PCCYFS 2012 Annual Spring Conference

Brief Introduction to Brief Introduction to Human Resources: Human Resources:

InterviewingInterviewing

Presented By:The NE Recruitment, Retention and Training

CommitteeSean McHale & Theresa M. Hurst

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Human services agencies have a variety of guidelines and regulations with oversight from numerous entities. Attention to detail is vital in our providing quality service to our clients.

The inherent aptitude, inspiration and formal education of staff members from different departments varies greatly. In our work, different duties may blend together and functional roles evolve when promoted. New challenges may exist for our supervisors and there appears to be a void in the training of important new concepts.

Expanding our understanding of the variety of departments and their functions can improve our teamwork. It is vital that we learn and maintain good practice that includes meeting legal expectations as we strive to conduct our meaningful work with children, youth and families.

RegulationsRegulations

DetailsDetails DevelopmentDevelopment

CounselingCounseling

Fiscal ControlFiscal Control

Public RelationsPublic Relations

Inspections Inspections Mission Mission

Outcome MeasurementOutcome Measurement

One Agency, One Common Goal

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Welcome To Human Resource ManagementA vast field that tends to be different things, to different organizations

•Support Role•Risk Management

•Employment: Interviewing and Hiring•Discipline

•Terminations•Compensation

•Evaluations•Benefits

•Employee Relations•Employee assistance Programs

•Retirement/Pension Plans•Training

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Cost factors in hiring

Finding and attaining the best employee

Interviewing is more than a gut feeling

The Interview Process

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Check this

Check this

out.out.

Some of your responses are likely similar.

What are your apprehensions and concerns?

How do you decide what questions to ask?

Do you look forward to interviewing?

Have you had any difficult interviews?

Did you ever hire someone and later regretted it?

Self-Reflection About Interviewing

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~ Which ironically, can be in contrast to some of the innate

and learned skills of the direct care human service provider.

Behavioral-based interviewing:

Thorough review of requirementsPreplanning behavioral questions

Gaining behavioral examplesRating the interviewee’s skills

Interviewing Is More Than A ‘Gut Feeling’.

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Technical vs. Performance Questions

• Establishing rapport• Open-ended questions• Allowing silence• Controlling the interview

(while speaking less than the applicant)

• Contrary Evidence• Gaining behavioral examples

~ Technical skills questions are task related~ Performance skills questions are behavior

related

Key Interviewing Skills

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• Review application• Allow sufficient time• Prepare appropriate environment• Remain clear about objectives• Pre-plan questions

Preparing For The Interview

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• Encouraging the applicant to ‘open-up’

keep discussion content related to the

job

• Starting with small talk

remain neutral, perhaps about the

weather etc.

• Consider how the applicant may be feeling

Creating The Interview Atmosphere

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• Establish Format & Rapport

• Active Listening:

talk less, listen more

summarize periodically

filter out distractions

use free information

screen out roadblocks to active listening

use your thought speed

• Note Taking

this is an acceptable and positive practice

applicants differ from clients (interviewing

differs from counseling)

• Body Language

interpretations of nonverbal behavior

Conducting The Interview

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What should I be asking?What should I be asking?

Types of Interview Questions:

• Hypothetical• Loaded• Leading• Close-ended• Open-ended• Probing

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Open-ended vs. Close-ended Questions

Consider the open-ended/close-ended exercise on page 26.

Probing for Behavioral Examples

On page 27, now try formulating probing questions.

Check this

Check this

out.out.

Check this

Check this

out.out.

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Consider common interview questions and develop examples of

behavioral-based questions appropriate

to roles in your agency.

Determining What Questions To Ask

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• Engage in practice - role plays• Utilize the observer's guide and• Review the 10 point skills checklist

Skills Checklist

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There are dangers,

but you’re OK if youstay away from certain

questions… it’s the law.

Check the guideon pages 35 - 37.

Check this

Check this

out.out.

What do you think?Try page 38.

Interviewing And The Law

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Shy or nervousOverly talkativeOverly aggressiveHighly emotional or distraughtDominant (tries to take over the interview)

How To Interview Problem Applicants

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• Avoid interrupting• Avoid agreement or disagreement• Avoid unfamiliar terminology• Avoid reading the

resume/application back to the applicant

• Avoid comparisons• Avoid unrelated questions all

together• Avoid talking down to the applicant• Avoid talking about yourself• Avoid hiring out of desperation to fill

a position

Pitfalls The Interviewer Should Avoid

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• Have I asked everything I needed to?

• Have I adequately described the available position?

• Have I discussed compensation and any related topics?

• Have I allowed the applicant to ask questions?

Closing The Interview

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• All written notes must be objective not subjective

• Avoid the recording of opinions

• Refer to job related facts

• Follow your agency’s guidelines for interview documentation

Writing Up The Interview

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• Timing• Selling the job• Giving time for consideration• Confirming arrangements

Consider the sample Interview Rating Sheet on pages 45-46.

Making The Offer

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The NE Recruitment, Retention and Training Committee

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