5. Table of Contents
Acknowledgements................................................................................................................... vi
PART 1: About This Course
Course Purpose...................................................................................................................................... 1
Course Objectives.................................................................................................................................. 2
Course Design........................................................................................................................................ 2
Course Overview................................................................................................................................... 2
Course Schedule.................................................................................................................................... 3
.
Course Materials and Supplies.............................................................................................................. 3
.
Instructor’s Manual................................................................................................................................ 4
PowerPoint Presentation........................................................................................................................ 5
Newsprint............................................................................................................................................... 5
Participant’s Workbook.......................................................................................................................... 5
Instructor Requirements......................................................................................................................... 6
Instructor Responsibilities..................................................................................................................... 6
Sponsor or Host Chapter Responsibilities............................................................................................. 7
Course Participants................................................................................................................................ 8
Course Documentation.......................................................................................................................... 8
.
PART 2: Course Content
Introduction.................................................................................................................................. I-1
Instructor Introductions. ........................................................................................................................ I-1
.
Participant Introductions........................................................................................................................ I-2
Course Objectives.................................................................................................................................. I-2
Course Overview................................................................................................................................... I-3
Participant’s Workbook.......................................................................................................................... 1-4
Segment 1: Overview of Client Casework................................................................ 1-1
Objectives.............................................................................................................................................. 1-1
The Disaster Services Human Resources (DSHR) System................................................................... 1-2
DSHR Positions..................................................................................................................................... 1-2
Individual Client Services Group.......................................................................................................... 1-3
.
DSCLS202A iii
August 2006
6. Table of Contents
The Role of Client Casework. ............................................................................................................... 1-5
.
The Responsibilities of Client Casework. ............................................................................................. 1-5
.
The Commitment and Values of Client Casework. ............................................................................... 1-6
.
Addressing Disaster-caused Emergency Needs..................................................................................... 1-10
Providing Standardized Assistance........................................................................................................ 1-11
Welfare Information and Family Reunification..................................................................................... 1-13
Collaboration between DSHR Groups and Activities. .......................................................................... 1-14
.
Summary................................................................................................................................................ 1-15
Segment 2: The Interview. ................................................................................................... 2-1
Objectives.............................................................................................................................................. 2-1
Introduction........................................................................................................................................... 2-1
Conducting Effective Interviews........................................................................................................... 2-2
Providing Assistance.............................................................................................................................. 2-6
Documenting the Interview and Assistance Provided........................................................................... 2-9
Client Assistance System....................................................................................................................... 2-9
Completing a Disaster Registration and Case Record (Form 901)....................................................... 2-10
Forms Used with Form 901................................................................................................................... 2-20
Client Assistance Cards ........................................................................................................................ 2-22
Disbursing Orders (Form 140C) .......................................................................................................... 2-28
Issuing Disbursing Orders..................................................................................................................... 2-29
Voiding and Cancelling Disbursing Orders........................................................................................... 2-32
Segment 3: Assignment Settings....................................................................................... 3-1
Objectives.............................................................................................................................................. 3-1
Introduction............................................................................................................................................ 3-1
Office Settings....................................................................................................................................... 3-1
.
Field Settings......................................................................................................................................... 3-3
Shelters.................................................................................................................................................. 3-4
.
iv Client Casework: Providing Emergency Assistance
Instructor’s Manual
7. Table of Contents
Segment 5: Let’s Get Started............................................................................................5-1
Objectives.............................................................................................................................................5-1
Introduction...........................................................................................................................................5-1
Developing an Action Plan...................................................................................................................5-1
Getting Involved...................................................................................................................................5-2
Next Steps.............................................................................................................................................5-2
Summary...............................................................................................................................................5-3
PART 3: Instructor Resources
A. Course Materials List..................................................................................................................... IR-3
B. Course Schedule . .......................................................................................................................... IR-5
C. PowerPoint Presentation................................................................................................................ IR-7
D. Suggested Newsprints.................................................................................................................... IR-55
E. DSHR Groups and Activities Chart............................................................................................... IR-57
.
F. Participant Resources...................................................................................................................... IR-59
DSCLS202A
August 2006
8. Acknowledgements
This course and the accompanying materials for Client Casework: Providing Emergency Assistance
were developed through the dedicated combined efforts of many American Red Cross employees and
volunteers. The supportive, technical and creative suggestions from a number of individuals made these
print materials possible.
Responsible for the instructional design and writing of this course and accompanying materials were
Nancy Edmonds, Senior Associate and S. Elizabeth White, Senior Consultant of the Learning and
Development unit, Training Development and Delivery, American Red Cross, Washington, DC. The
following American Red Cross volunteers and employees were responsible for the technical input and
guidance: Jack Ferguson, Volunteer, Dallas Area Chapter, Dallas, TX; Joni Eaton, Volunteer, Southeast
Louisiana Chapter, New Orleans, LA; Janet Lee Hensley, Volunteer, Centennial Chapter, Fort Collins,
CO; Chris Manning, Volunteer, San Diego Imperial Counties Chapter, San Diego, CA; Charlotte Simp-
son, Volunteer, Madison-Marshall County Chapter, Huntsville, AL; Norma Crowder, Senior Associate
and Charade Jackson, Associate, of Individual Client Services, American Red Cross National Headquar-
ters, Washington, DC.
vi Client Casework: Providing Emergency Assistance
Instructor’s Manual
9. About This Course
..................................................................................
Course Purpose
The purpose of this basic Disaster Services’ course is to prepare Red Cross volunteers and employees
to perform the tasks of an Individual Client Services Client Casework Service Associate (CLS/CC/SA)
on chapter, multi-chapter and national disaster operations. The focus of this course is on the common
systems, processes and terminology that enable the Red Cross to provide efficient and effective service
delivery to individuals and communities affected by disaster, using disaster workers who have not
worked together previously.
This course provides the learner with the essential skills and information needed to conduct client
casework. This includes the correct application of the principle methods and tools used by the Red
Cross to conduct Client Casework, with one important the exception—the web-based Client Assistance
System (CAS). The limitations of time and available computers in sufficient quantities to accommodate
all participants do not allow you to teach how to use the Client Assistance System during this course.
However, because the Client Assistance System is now the standard method of documenting, issuing
and reporting Red Cross assistance for clients, it is important that you and the course participants enroll
in a CAS class as soon as possible. The chapter training administrator can provide information about
future intructor-led or online courses that are available. All Red Cross Client Caseworkers and Client
Casework Supervisors must be CAS proficient!
The course content is structured to ensure a meaningful learning experience that will prepare Red
Cross volunteers and employees to work in concert with our disaster clients and in collaboration with
other agencies to ensure the client’s immediate emergency disaster-caused needs are met. Where it is
important that client caseworkers know how to provide Red Cross financial assistance competently using
the appropriate tools and resources, it is just as important that they have an appreciation for the value of
“soft” assistance in the client’s recovery process. Working collaboratively with our community partners
helps to ensure a coordinated response and results in more effective service delivery to the disaster-
affected members of the community.
This course is NOT intended to prepare participants to function as a member of the chapter Disaster
Action Team (DAT). Rather in order to maintain a uniformly trained workforce, the emphasis remains
focused on the procedures used on disaster relief operations. So as not to confuse the learners, it is
recommended that chapter-specific procedures used during DAT responses be taught at a different time,
such as when conducting the chapter’s program for orienting DAT members.
DSCLS202A
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10. About This Course
..................................................................................
Course Objectives
As a result of this training you will be able to—
■ Demonstrate the skills needed to perform an effective client interview.
■ Identify and demonstrate the correct use of the basic forms and tools needed to
provide assistance to clients on chapter, multi-chapter and national disaster relief
operations.
■ Make appropriate decisions regarding the use of Red Cross resources and agency
referrals when providing assistance to clients.
Course Design
This course consists of a series of instructor and video presentations coupled with interactive discussions
which are designed to support participants learning of the key concepts, knowledge and skills required
of anyone who conducts Red Cross Client Casework. The instructor is encouraged to convey the course
content in a straight-forward manner using the key points provided in the instructor’s manual and, to the
extent possible, provide relevant examples from your own experience which support the principles being
taught.
Because a considerable part of learning to conduct Red Cross client casework is experiential, the course
culminates in a Skills Drill which provides participants with an opportunity to apply the basic concepts
to a real world example involving a family who has been displaced from their home as a result of a
disaster. Because the example reflects many of the “work-related” challenges experienced by client
caseworkers, it provides ample opportunity for all course participants to experience conducting a client
interview and providing the appropriate “soft” and “hard” assistance necessary to help the family begin
their recovery. Therefore, it is important that instructors conduct the Drill in its entirety allowing the
exercise the full amount of time allotted in the course schedule.
Course Overview
This course is divided into five segments:
■ Segment 1: Overview of Client Casework - Introduces the learner to the roles and
responsibilities of the Red Cross Client Caseworker and the Disaster Services Human
Resource System within which they will work.
■ Segment 2: The Interview - Presents the essential skills used to conduct effective
client casework interviews and describes the means by which client caseworkers will
assist clients. Because Red Cross Client Caseworkers interact with members of the
community, they represent our organization to the public we serve. Because of this
important role, a renewed emphasis is placed on the importance of the Red Cross
Client Casework: Providing Emergency Assistance
Instructor’s Manual
11. About This Course
..................................................................................
Values and Guiding Behaviors, the Client Casework Commitment and Values and the
Concern Connection Line.
■ Segment 3: Assignment Settings - Provides an orientation to the work settings
client caseworkers are assigned.
■ Segment 4: Skills Drill - Provides an opportunity to apply the information and skills
learned to a real-world example of a client case. During this role-play exercise, the
participant will interview and provide assistance to George and Edith Robinson who
have been affected by a disaster, using the tools and resources learned about during
the course.
■ Segment 5: Let’s Get Started - Provides the information needed to get started as a
client caseworker in the local chapter.
Each segment begins with a video introducing the segment content. The video shows caseworkers
performing interviews with clients. The interviewers also share their experiences with the audience.
Please note that the video has not yet been updated to the terminology of the new Disaster Services
Human Resources System and therefore does not in all cases match the terms presented in the
participant’s workbook. It is important that you point out these differences when this is the case.
However, avoid lengthy explanations of the meaning of outdated terms. Instead, focus on the new
terminology the participants are to learn.
Course Schedule
This course consists of 7.5 hours of instruction, including two fifteen-minute breaks and a one-hour
lunch, to comprise a 9-hour training day. Attendance for the entire time and active participation in class
discussions and activities is required by all participants. A breakdown of the time allotment for each
segment of the course is provided in Instructor Resource B.
Course Materials and Supplies
When you prepare to teach this course, review the course content in its entirety as there are a number of
updated procedural changes reflected in the course content. As a matter of practice, instructors should
always check CrossNet to determine whether there are any additional changes which may need to be
included in the course.
The sponsoring Red Cross unit will provide much of your supplies and equipment, but you and your
co-instructor will need to ensure everything is in order prior to your scheduled class. Use the Course
Materials List on page IR-3 in Instructor Resource A as a reference.
DSCLS202A
August 2006
12. About This Course
..................................................................................
Instructor’s Manual
The Client Casework: Providing Emergency Assistance Instructor’s Manual provides the course content
and methods of instruction as well as identifies the accompanying resources to be used during the
instruction.
The manual is divided into three sections. This section, About This Course, provides an overview of
the learning experience and all of its component parts. The main body of the manual, the Introduction
Segment through Segment 5, contains the learning objectives for each lesson, the key points to be
conveyed to participants during the instruction and helpful notations which alert the instructor to certain
aspects of the course content or activities. The Instructor Resources provide reference materials to
support you in the preparation and delivery of the course. A copy of the Participant Resources are also
included at the back of this section, in Instructor Resource F.
The right column of the Course Content section consists of the key points to be conveyed during the
instruction. Where appropriate, you may want to change the statements to better suit your presentation
style or the classroom situation, but be sure to stay within the context of the material and the framework
of the learning methods.
NOTE: You will also find instructor notes presented in italics in the right column. Examples of these
notes include prompts for questions and instructions for an exercise or activity. Instructor notes will also
serve to emphasize points to convey that may not otherwise be obvious or prompt you to reinforce key
content at the appropriate time. These notes are provided to assist you in with course delivery and are
not intended to be presented to participants.
The left column uses icons to indicate the methods of instruction to be used or the resources available
to support a particular part of the lesson. Present the content using lecturettes unless an icon indicates
otherwise. Typical icons are presented at the top of the next page.
Client Casework: Providing Emergency Assistance
Instructor’s Manual
13. About This Course
..................................................................................
Refer to Record Notes Refer to an Ask a
Participant’s Record
in Participant’s Instructor questions
Workbook participant
Workbook Resource
responses on
newsprint
Play video Provide a Conduct an
Show slide Take a break
handout activity
PowerPoint Presentation
This course uses a PowerPoint Presentation designed for use with this course. Copies of the PowerPoint
slides can be found in Instructor Resource C at the back of this manual. The PowerPoint presentation
file can be found on the Client Casework: Providing Emergency Assistance course CD-ROM, which
is available from the General Supply Division (GSD). The PowerPoint file can also be located on the
CrossNet Disaster Training page under the course title, along with other information about pertaining to
the this course.
If instructors would like to use the PowerPoint presentation but are restricted to the use of overhead
transparencies, the PowerPoint slides may be printed directly to transparency film. Follow the
instructions on the course CD-ROM to determine the most effective method to use to obtain the best
quality output.
Newsprint
At times you will be prompted to record participant responses on newsprint. When temporary newsprint
is to be used you will see the “newsprint” icon in the left column. These newsprint sheets can be
prepared ahead of time. The text headings are shown in Instructor Resource D.
Participant’s Workbook
The Client Casework: Providing Emergency Assistance Participant’s Workbook is divided into three
sections: About This Course, the course content (Segments 1-5) and the Participant Resources. About
This Course provides the learner with an overview of the learning experience. Segments 1 through
5 provide the “meat” of the course content presented in a logical learning sequence. The Participant
DSCLS202A
August 2006
14. About This Course
..................................................................................
Resources provide samples of completed forms, sample narrative statements and additional information
about Welfare Information and the Client Assistance System (CAS) the participant will be sure to find
useful.
Part of your role as an instructor is to focus participants on those features of the workbook provided
to support learning during the course. Participants should be informed that they need not attempt to
read every page while you are instructing. All course content, except that which they generate through
activities and discussion, has been detailed for their future reference.
Because the workbook contains the essential information and resources needed to perform effective
client interviews and provide assistance to clients, as well as provides sufficient space for participants to
take notes, it will prove to be a useful field guide. New client caseworkers will benefit from having this
workbook with them to refer to when conducting client casework. You should encourage them to make it
a part of their personal client casework “toolbox.”
Instructor Requirements
This training course is to be taught by a team of authorized Disaster Services instructors who have recent
experience in providing emergency assistance to families on a chapter-level disaster or larger. The level
of experience must be sufficient to accurately convey the course content, provide relevant examples and
answer the participants’ questions.
Instructors must be familiar with the—
■ Current Client Casework disaster regulations and procedures.
■ Red Cross agreements with other agencies that provide disaster relief.
■ Disaster plan of the local service delivery unit.
The concepts addressed by this course can only be placed in the necessary and relevant Disaster Services
context by instructors possessing direct personal experience pertaining to conducting Red Cross client
casework and coordinating with our Red Cross community partners and other agencies to ensure the
immediate emergency disaster-caused needs of our clients are met.
Instructor Responsibilities
Your responsibilities as an authorized Client Casework: Providing Emergency Assistance instructor are
to—
■ Be familiar with instructor and participant course training materials, and effectively
use them to enhance learning.
■ Plan, coordinate and manage the course with the sponsoring Red Cross unit.
■ Request and review the completed Application for Training (Form 5898H) for
Client Casework: Providing Emergency Assistance
Instructor’s Manual
15. About This Course
..................................................................................
participants to identify their experience level (learning needs) and ensure they meet
the course pre-requisites.
■ Inform participants of the course purpose and how it relates to the requirements for
participation in the DSHR System and local chapter activities.
■ Create a positive and supportive environment conducive to the participant’s
achievement of course objectives.
■ Adapt your teaching style and methods to the knowledge, experience and needs of
participants.
■ Be prepared to answer questions; however, do not attempt to discuss content with
which you are unfamiliar. Be willing to solicit input from participants on those
questions where the participants may have greater technical knowledge than you.
For example, questions about Health Services or Disaster Mental Health may be
answered more effectively by another participant with first-hand knowledge and
experience of such. Additionally, record all such questions to which there is no
known answer, seek out the correct response and then follow-up with participants to
share it.
■ Issue course completion certificates.
■ Submit completed course records and reports to the sponsoring Red Cross unit within
the required time.
Client Casework Instructors should also be familiar with the guidance and procedural documents that
apply to Individual Client Services Group and the Client Casework Activity. Instructors are responsible
for keeping their knowledge up to date by routinely visiting CrossNet to review new information which
is made available.
Sponsor or Host Chapter Responsibilities
The sponsor or host chapter plays an important role in ensuring participants have a positive learning
experience and are able to transfer their learning to the field work they conduct on the chapter’s behalf.
Course sponsors are responsible for—
■ Collecting and approving the participants’ submitted Applications for Training
(Form 5898H), ensuring course pre-requisites are met and the applications are easily
accessible for instructors to review prior to the training.
■ Providing the instructional materials outlined in the Course Materials List in
Instructor Resource A on page IR-3.
DSCLS202A
August 2006
16. About This Course
..................................................................................
■ Providing adequate classroom space, materials and supplies.
■ Arranging for provision of audiovisual equipment to support the use of the course
PowerPoint Presentation.
■ Identifying instructors who meet the criteria for conducting the course.
■ Monitoring participant feedback.
Course Participants
Participants will be volunteers and employees with an interest in working directly with clients to meet
their immediate, emergency disaster-caused needs. These may be client caseworkers, Health Services
workers, Disaster Mental Health workers or Response Center Enterprise Call Agents who work with the
clients that contact the 1-800-GET-INFO phone line. Others who may demonstrate an interest in taking
this course are those who require an understanding of the Client Casework process, to include anyone in
Operations Management or in Financial Statistical Information Management.
Instructors should be aware of the potential for varying levels of experience among participants and,
to the extent possible, be prepared to make the course content relevant to all learners. Participants
may be taking the course with as little experience as Fulfilling Our Mission or possess many years of
experience, albeit in a different activity. Instructors should carefully review the Application for Training:
Disaster Training System (F5898H) when available and listen closely to participants’ responses during
the introduction exercise to assess experience levels. This way, experienced participants may be spread
evenly throughout the class, maximizing the learning benefit for all less experienced participants.
Course participants should be encouraged to apply their new knowledge and skills as soon as possible
following the training in order to enhance retention. Any DSHR System member should complete Client
Assistance System training through their local chapter prior to deployment.
Course Documentation
Sponsoring chapters will acknowledge a participant’s completion of this training by issuing Cert. 108A
for Client Casework: Providing Emergency Assistance (DSCLS202A).
Instructors are required to submit a completed Course Record Addendum (F6418AR) and Instructor
Report: Disaster Training System (F5898A) to the sponsoring red Cross unit. It is recommended that
instructors complete the Instructor Self-Assessment and Development (F5898J) as well.
Client Casework: Providing Emergency Assistance
Instructor’s Manual
17. Introduction
..................................................................................
Time: 20 minutes
Instructor Introductions
Welcome to Client Casework: Providing Emergency Assistance. We are very
happy to have you with us and want to thank you for coming today.
Slide 1
Welcome
The Red Cross appreciates your interest in assisting clients through the casework
process and we look forward to working with you. I am (_________________)
and this is (Co-instructor) and we will be your instructors for this course today.
Note: Record your name(s) on newsprint. Tell the class a little about yourself,
such as your job, your time with the Red Cross, Disaster Action Team/DSHR
experience and any other relevant information that may be of interest. Give
Instructors’ this a little thought. You want to make a good first impression on potential new
Names volunteers and to set the stage for a successful learning experience.
Housekeeping Items
Note: Review specific housekeeping items with participants at this time. Be sure
Slides 2
Housekeeping to include the information below.
Items
Before we begin our class today I would like to go over some housekeeping items
with you:
■ Location of rest rooms
■ Breaks
■ Lunch (places to eat)
■ Location of emergency exits, AED and first aid equipment
■ Cell phones/pagers
■ Sign-in procedures - Course Record Addendum (Form 6418A)
■ Course evaluation sheet
■ Other
DSCLS202A Intro-1
August 2006
18. Introduction
..................................................................................
Participant Introductions
Now we would like to hear about you. Would you please introduce yourself by
telling us your name; three facts about yourself and why you chose to take this
Slide 3
Participant course. Include any Red Cross experience, if appropriate.
Introductions
Course Purpose
The purpose of this basic Disaster Services course is to prepare you to perform
the tasks of an Individual Client Services Client Casework Service Associate on a
Slide 4
Course Purpose disaster relief operation.
During this course, you will learn the essential skills and information needed to
conduct client casework when providing assistance to individual clients. This
Page 1 includes the correct application of the principle methods and tools used by the
Red Cross to conduct Client Casework, with one important the exception—the
web-based Client Assistance System (CAS).
The limitations of time and available computers in sufficient quantities to
accommodate all participants do not allow an opportunity to learn how to use
the Client Assistance System during this course. However, because the Client
Assistance System is now the standard method of documenting, issuing and
reporting Red Cross assistance for clients, it is important that you enroll in a CAS
class as soon as possible, if you have not already done so.
Your chapter training administrator can link you to the intructor-led or online
courses that are available. All Red Cross Client Caseworkers must be CAS
proficient! This course is not intended to provide all of the details necessary for
a participant to function as a member of a local Disaster Action Team (DAT). It
is recommended that you participate in the program at your chapter for orienting
DAT members.
Course Objectives
As a result of this training you will be able to—
■ Demonstrate the skills needed to perform an effective client
Slide 5 interview.
Course Objectives
Intro-2 Client Casework: Providing Emergency Assistance
Instructor’s Manual
19. Introduction
..................................................................................
■ Identify and demonstrate the correct use of the basic forms and
tools needed to provide assistance to clients on chapter, multi-
chapter and national disaster relief operations.
■ Make appropriate decisions regarding the use of Red Cross
resources and agency referrals when providing assistance to
clients.
Course Overview
This course consists of seven hours of instruction to comprise an 8-hour
training day. Your attendance and participation for the entire time is required.
Slide 6
Course Overview
The course is divided into five segments. These segments are:
■ Segment 1: Overview of Client Casework - Introduces you
to the role of the caseworker and the Red Cross system within
which you will work.
Page iii - iv
■ Segment 2: The Interview - Presents the essential skills of the
casework interview process and the means by which you will
provide assistance.
■ Segment 3: Assignment Settings - Provides an orientation of
the settings in which you will work.
■ Segment 4: Skills Drill - Provides an opportunity for you to
apply the information and skills you’ve learned in a real-world
context.
■ Segment 5: Let’s Get Started - Provides you with the
information you will need to get started as a Client Caseworker
in your local chapter.
Each segment begins with a video introducing the segment content. The
video shows caseworkers performing interviews with clients. In some
instances, the interviewers also share their experiences with us.
Please note that the video has not yet been updated to the terminology of the
new DSHR System. The terminology you hear in the video may not match
the terms in your workbook. We will draw your attention to these terms.
DSCLS202A Intro-3
August 2006
20. Introduction
..................................................................................
During the first part of the course, Segments 1-3, we will focus on the basics—the
essential knowledge, skills and abilities you will need to demonstrate when
working as a Red Cross Client Caseworker.
During Segment 4, you will have an opportunity to assume the role of a client
caseworker during a role play exercise. During this part of the course you will
practice your interview skills, document the client’s information, determine what
assistance is needed and complete the process for providing it.
Participant’s Workbook
The Client Casework: Providing Emergency Assistance Participant’s Workbook is
organized to follow the course flow. It also contains the essential information you
Slide 7
Participant’s will need when conducting client casework.
Workbook
Each segment includes space for you to take notes during the videos and at other
times during the course to support your learning. It is yours to keep.
Page 1-1
Toward the back of your workbook, you will find a set of Participant Resources.
These resources contain samples of properly completed forms and other useful
documents.
Participant
Resources
Page A-1 Because your workbook contains the essential information you will need when
conducting client casework, it will make a useful field guide. You will benefit
from having it with you when conducting client casework to use as a reference.
We cannot possibly tell you everything there is to know about performing in the
role of a client caseworker. You will continue to learn as you gain experience.
Although the essential client casework knowledge and skills are the same,
sometimes your supervisor will instruct you to conduct the process a little
differently. For instance, when working on a disaster relief operation—commonly
referred to as a DRO—you may be instructed to use a different form, to conduct
a procedure a little differently or to share specific information with the clients.
That is why during this course we will frequently remind you to check with your
supervisor.
Intro-4 Client Casework: Providing Emergency Assistance
Instructor’s Manual
21. 1 Overview of Client Casework
Segment
..................................................................................
You will be advised to take additional training after completing this course. For instance, where this
course focuses on the basics of providing client assistance, other training may focus on the tools you
will use to provide it. Taking Client Assistance System training is a good example of tools training
you must learn to be a client caseworker.
You may also be asked to take training once you arrive on a disaster relief operation. Each disaster
relief operation often has unique aspects depending on what is required to meet the needs of the
affected community. When you are asked to take additional training, it is important that you be
flexible and open-minded.
DSCLS202A Intro-5
August 2006
23. 1 Overview of Client Casework
Segment
..................................................................................
Time: 70 minutes (includes a 15-minute break)
Objectives
After completing this segment the participants will be able to—
■ Identify the role of the Client Caseworker within the Disaster
Services Human Resource System.
■ Identify six values of Client Casework that enable the Red Cross to
provide quality service.
■ Identify the ways in which Client Casework Activity provide
emergency assistance to disaster-affected individuals.
Introduction
In this segment of the course, we will look at the role of the Red Cross Client
Caseworker in a disaster and how emergency assistance is provided to the clients.
During this first segment you will see and hear a client tell the story of a disaster
that affected his family and how they began their recovery. This video will refer
to five “direct services”. The Red Cross still provides these services, however,
no longer refers to them using this term. We will discuss these terms and any
additional ones after the video.
Page 1-1
Note: Show Segment 1 of the video, “Overview of Client Casework”. After
viewing the video, explain that the Red Cross no longer provides all the assistance
Arturo receives in this video. The Red Cross works closely with our community
Segment 1: partners to meet the emergency, disaster-caused needs of those residing in the
Overview of
Client Casework affected area. It is important that we do not duplicate services whenever possible.
(8:00)
Reinforce the importance of—
■ Working with the client to determine how best to meet their needs.
■ Consistency with the assistance Red Cross provides.
Ask: What questions might you have at this point?
Note: Pause and respond to participant’s questions.
DSCLS202A 1-1
August 2006
24. 1 Overview of Client Casework
Segment
..................................................................................
Disaster Services Human Resources (DSHR)
System
Slide 8 The American Red Cross manages its disaster-related human resources needs
DSHR System through the Disaster Services Human Resource (DSHR) System.
There are three key terms with which you will want to become familiar: groups,
activities and tasks.
The DSHR System is divided into seven groups, which are organized by the
constituents each serves.
Slide 9
Activities are the main actions conducted by those within each group.
DSHR Groups,
Activities and Tasks are the specific jobs that need to be performed within each activity.
Tasks
The DSHR Groups and the Activities within each are detailed on the chart on
page 1-3 of your workbook.
Page 1-3
DSHR System Positions
There are four positions within each DSHR System group:
Slide 10
■ Service Associate
DSHR Positions ■ Supervisor
■ Manager
■ Administrator
Service Associates perform basic services within the DSHR Group. Service
Associates are often the first person to interact with individuals affected by a
disaster.
Supervisors oversee a work unit composed of service associates. Supervisors are
familiar with the activities and tasks performed by the unit staff and are able to
answer questions on a day-to-day basis.
Managers oversee the work of the supervisors and are the subject matter experts
within the group or specific activity within the group.
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Administrators are responsible for leading the DSHR Group. Administrators
must have extensive supervisory and leadership experience and be able to work as
part of the operations management team providing oversight of the disaster relief
operation.
Note: Refer participants to Section 3.1 of the American Red Cross DSHR System
Handbook to learn more about these positions.
Individual Client Services Group
The Individual Client Services Group is responsible for providing financial,
counseling and health-related services to individuals affected by a disaster. It uses
Slide 11
Individual Client the casework process to do so.
Services Group
The group consists of four activities: Client Casework, Welfare Information,
Health Services and Disaster Mental Health.
The chart in your workbook on page 1-4 outlines the responsibilities of each.
Page 1-4 Note: Briefly review the descriptions of each activity listed on page 1-4 in the
participant’s workbook. Respond to any questions participants may have.
Client Casework Activity:
■ Helps identify and meet immediate, disaster-caused individual
needs by providing emergency assistance.
Slide 12
Client Casework
■ Provides recovery planning and assistance that addresses a client’s
Activity longer-term needs.
■ Assistance may be provided in two forms:
– “Soft” (intangible; e.g., listening, guidance, advocacy, etc.)
– “Hard” (tangible; e.g., sheltering, feeding, personal care items,
limited financial assistance, etc.)
Welfare Information Activity:
■ Works in partnership with Client Casework, Health Services and
Slide 13 Disaster Mental Health to meet the family “linking” needs of
Welfare vulnerable populations, such as children, the elderly and those with
Information
Activity special medical or mental health needs.
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■ Uses tools, such as the Red Cross Safe and Well Web Site, to assist
individuals inside the disaster-affected area contact their loved
ones.
■ Provides guidance and family linking resources to chapters so they
may assist callers from outside the affected area who inquire about
family members or loved ones inside the affected area.
Note: We will talk more about Welfare Information and the Safe
and Well Web Site in a few minutes.
■ Provides guidance and family linking resources to chapters so they
may assist callers from outside the affected area to inquire about
family members or loved ones who are inside the affected area..
Slide 14
Health Services Health Services Activity:
Activity ■ Provides Red Cross Health Services to clients on disaster relief
operations of all sizes.
■ Assists clients in meeting individual or family health needs, such
as lost medications, eyeglasses, dentures, and health equipment.
■ Provides basic health services in Red Cross shelters and other
service delivery sites.
■ Supports Staff Health in providing care for volunteer and paid staff
assigned anywhere on a disaster relief operation.
Slide 15
Disaster Mental Disaster Mental Health Activity:
Health Activity ■ Delivers Red Cross Disaster Mental Health to clients.
■ Works with and assists local community mental health providers to
meet the emotional needs of the affected individual, families, and
communities.
■ Identifies and meets the disaster-related mental health needs of
disaster workers.
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The Role of Client Casework
As you saw in the video, when disaster strikes, individuals and families may not
Slide 16
have the resources available to begin their recovery and are unable to resume a
Role of Client more normal state of living.
Casework
Client Casework is the activity within the Individual Client Services Group that
provides immediate emergency assistance to those individuals who are impacted
by any type of disaster. Client Caseworkers respond to single-family home
incidents as part of a chapter’s Disaster Action Team (DAT) as well as to major
events, including catastrophic incidents.
Client Caseworkers provide two forms of assistance:
■ Hard assistance
■ Soft assistance
Hard assistance is tangible. Examples of hard assistance include mass sheltering,
feeding and the bulk distribution of personal care and clean-up items. Hard
assistance provided by client caseworkers includes the limited emergency
financial assistance that helps clients to purchase the items they need to begin
their recovery.
Soft assistance is less tangible, but no less important. Examples of soft assistance
include listening, guidance, providing information, advocacy, counseling and
referrals.
The Responsibilities of Client Casework
The Red Cross is responsible for working with individuals and families to
address their disaster-caused emergency needs. In doing so, the Red Cross
Slide 17
Responsibilities of considers the emotional, physical, and material needs created or aggravated by the
Client Casework disaster and provides the assistance that is essential to the individual’s or family’s
continuing recovery.
Note: Refer participants to page 1-5 of their workbook.
Page 1-5
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Client Casework interviewers meet with families to identify their immediate
disaster-caused needs. The interviewer may help the family by—
■ Listening actively to the client’s story.
■ Providing needed assistance.
The assistance provided may be a combination of:
■ Providing financial assistance.
■ Making appropriate internal referrals to health or mental health
services.
■ Making appropriate external referrals to the services of other
agencies.
■ Directing the client towards Red Cross Mass Care assistance.
■ Providing Welfare Information and other accurate information that
assists the client’s recovery.
A Client Caseworker is expected to perform these responsibilities both
competently and sensitively.
However, the responsibilities of the Red Cross Client Caseworker do not stop
here. When you represent the Red Cross you must conduct yourself in a manner
that reflects the commitment and values of the organization you now represent. In
Slide 18
Representing the the eyes of everyone you encounter as a Client Caseworker, you are the Red
Red Cross Cross!
The Commitment and Values of Client Casework
The Red Cross Fundamental Principles and its Core Values and Guiding
Behaviors form the foundation for the commitment and values of Client
Casework, so it is important to know what they are. Let’s take a few minutes to
review our organization’s Core Values and Guiding Behaviors.
Note: Ask participants to turn to Participant Resource G-1 at the back of the
workbook and take a few minutes to review the content.
Participant
Resource G
Page G-1
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The purpose of the Client Casework Activity is summarized by the commitment
statement at the top of the second paragraph on page 1-6:
Slide 19
Client Casework “...to support individuals and families in the recovery process by addressing their
Commitment immediate disaster-caused emergency needs.”
Values
To meet this commitment, Client Casework interviewers must make every effort
to incorporate these six values into the interview process:
Note: Ask participants to turn to page 1-6 of their workbook. Ask the class
to identify why each of the following values is important. Provide further
explanation as necessary, using the content below each value.
Page 1-6
■ Respect all clients - Treat all clients the way that you would want
to be treated. The Red Cross values diversity and differing cultures
among all clients. Privacy is another aspect of respect. We do not
share information with other agencies about our clients unless the
client signs a Release of Confidential Information.
■ Promote the client’s best interest - The interviewer’s
responsibility is to provide the client with all resources and
referrals that benefit the client’s own recovery on the basis of
their individual needs. The interviewer and client work as a team
to determine and develop a list of the client’s immediate needs.
These needs are matched with the best assistance for the client.
■ Obtain and provide accurate information - It is the
interviewer’s responsibility to be familiar with all information
helpful to the client’s recovery. It is also important that this
information is communicated accurately to the client. If you
are uncertain about the information, ask your supervisor for
clarification before sharing it with the client.
■ Provide standardized assistance - Each individual is provided
with relief supplies, items of assistance, and/or services that are
similar in quantity, quality, and type with variations only on the
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basis of need and family composition. For example, we do not
send one family to a church to receive used clothing and then
provide the next family with the financial means to buy new
clothing. A referral should not be used in lieu of services that
would normally be provided by the Red Cross, e.g., clothing and
food, but may be used in conjunction with our financial assistance.
■ Identify and use resources wisely - We are not a government
agency—all of our resources come from donated dollars.
Therefore, it is important to be good stewards of the donated
dollar by identifying the best resources and matching them with
the needs of the family. While it is important to provide the client
standardized assistance, it is equally important to tell the client
which needs may be beyond the scope of Red Cross assistance.
The client should be referred to other agencies for assistance in
these areas.
■ Work as a team - You will work as a team with the client and the
other internal Individual Client Services and external workers to
assist the client. Treat your co-workers with the same respect that
you give the client. Go out of your way to smile and be friendly to
co-workers who may also be under stress and working long hours.
By implementing these values in your work you will ensure the professional
image and positive reputation of the American Red Cross is protected.
Remember, to the client you are the Red Cross! We will be referring back to the
commitment and values statements throughout the course.
Think back to what you saw in the video. Let us discuss how the Client Casework
interviewers fulfilled the Client Casework Commitment and Values.
Ask: Can someone define the term “immediate need?”
Note: Allow time for participants to answer the question. Bring out the point
that immediate needs are items necessary to maintain a client’s safety, security
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and basic sanitary requirements (e.g., potable water, toiletries, etc.).
After the discussion, refer participants to page 1-8 of their workbook for a list of
immediate needs that are covered under the category of “immediate emergency
Page 1-8
assistance.”
Ask: What type of needs did the family have?
Note: Create two columns. Record participant responses to this question about
“needs in the left column. Leave space in between each item to allow room to
write next to it. Bring out these “needs” if participants do not:
■ Someone to listen to their story
Needs
(Right Column) ■ Housing/Shelter
■ Clothing
■ Toiletries
■ Food
Note: Explain that cooking and eating utensils are no longer provided by the Red
Cross. Toiletries (comfort kits) are provided in the form of a bulk item.
Ask: How did the Client Caseworkers support the family’s recovery?
Note: Record their answers to this question about assistance in the right column.
Try to align the assistance with the corresponding need on the left. Bring out if
participants do not:
■ Financial assistance (Client Assistance Cards Disbursing
Assistance
(Left Column) Orders)
■ Referrals (to government agencies, volunteer agencies, etc.)
All Red Cross assistance is free. It is a gift of the American people through their
generous donations of money, goods and time. No repayment or reimbursement
for any assistance provided by the Red Cross is sought or knowingly accepted.
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Red Cross Code of Conduct
So it is understandable that the American public has high expectations for the
American Red Cross and of anyone who wears its emblem. Our Fundamental
Principles bring us together with a common purpose and the Red Cross values
provide the foundation for standards of ethical behavior.
Each of us is responsible for upholding the organization’s values in all our actions
as well as adhering to the Red Cross Code of Conduct. Anyone who works on
behalf of the Red Cross is expected to sign a Code of Conduct.
Concern Connection Line
It is everyone’s job to be a protector of our Red Cross values. This responsibility
extends to the prompt reporting of any fraud, waste, abuse or other ethical
Slide 21
Concern concerns that may compromise our values or diminish the trust of the American
Connection Line people.
The Concern Connect Line is a 24-hour, anonymous, confidential toll-free
number. It is available to employees, volunteers and members of the general
public for reporting for reporting concerns about illegal, unsafe or unethical
conduct. It is staffed by independent, third-party communications specialists, not
Red Cross employees.
Addressing Disaster-Caused Emergency Needs
The Client Casework interviewer’s main job is to help bridge the gap between
what each individual or family is able to accomplish alone and what is actually
Slide 22
Addressing needed to get them to resume a more normal life. We obtain this information by
Disaster Needs
interviewing the client.
As a not-for-profit organization, we must ensure that we use the donated dollars
entrusted to us wisely. To fulfill this responsibility, it is very important that we
verify the following information before providing assistance:
■ Client identification: Individuals and families requesting
emergency assistance are required to provide identification that
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proves they resided in the affected area at the time the disaster
struck.
■ Disaster-caused needs: Emergency assistance is given for items
of legitimate disaster-caused or -aggravated needs — not for
preexisting conditions.
If you have any questions about disaster-caused or aggravated needs and pre-
existing conditions, consult your supervisor.
Once the needs are verified, the Red Cross then gives assistance for items that
address a client’s immediate needs.
Immediate emergency assistance is designed to make sure clients have—
■ Two sets of clothing (including what they are wearing).
■ Something to eat.
■ A safe, dry place to sleep.
■ Something on which to sleep.
■ Basic critical medical needs met.
■ A short-term and a long-term recovery plan.
It is important to remember that emergency assistance is not designed to replace
all of the client’s losses. It is designed to meet the client’s immediate emergency
needs.
Providing Standardized Assistance
By providing standardized assistance, we help ensure that all clients have access
to the resources necessary to begin recovery. This means that the Red Cross
Slide 23 makes every effort to ensure all assistance and services are similar in quality,
Providing
Standardized quantity and types. In order to do so, the Red Cross takes into account the cultural
Assistance and geographical differences in the affected area.
In order to ensure standardized assistance, the Red Cross has developed a
document titled Individual Client Casework Activity Handbook.. This serves as a
Slide 24
Sample reference tool for the policies, procedures, and regulations within the Red Cross
Standardized Individual Client Services that pertain to the Client Casework Activity.
Price List
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One important policy is that of providing standardized assistance to all clients.
The Standardized Emergency Assistance Price List (or in a few cases, the local
price list) provides specific guidance on the financial resources which can be
provided to clients.
Although the Standardized Emergency Assistance Price List may change, it
remains the same in principle. Let’s now go over the current list to see what Red
Handout: Cross assistance is now available.
Standardized
Price List
Note: When you review the Standardized Price List, be sure to cover items and
classifications. Briefly highlight and define the features of the price list, such as
class of assistance. Explain that the price list used by chapters and on disaster
relief operations may be different.
The right side of the form contains the procedures for disbursing items of
assistance. You are not expected to memorize these, and it is important to read
the procedures each time you disburse an item. If a client has a disaster-caused
need that is not addressed on the price list, the Red Cross still may be able to help.
Speak with your supervisor about possible options for the client such as making a
referral to another agency.
There are a few things we need to remember about the Standardized Emergency
Assistance Price List:
■ It is not a shopping list for the clients; they do not need to see it.
■ The interviewer and client must determine the immediate needs of
the family and then, according to the need, disburse to the family
the appropriate items to meet those needs.
Ask: What questions do you have?
Note: Pause and respond to participant’s questions.
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Welfare Information and Family Reunification
Helping family – members communicate with loved ones after a disaster has been
Slide 25
an important service provided by the Red Cross for many years. The Red Cross
Welfare will continue to concentrate its Welfare Information efforts on serving individuals
Information
Reunification
and families within the disaster-affected areas, facilitating communication from
inside the disaster-affected area to outside the affected area.
To be most effective, this Welfare Information notification approach will
require that everyone in the field during a disaster becomes a “de facto” welfare
information agent—encouraging, reminding and tangibly helping clients to
contact family and friends.
As a Client Caseworker, your contact with clients within the affected area
provides an opportunity to promote Welfare Information services. You can do so
in three important ways:
1. Ask
■ Have you contacted your loved ones?
■ Do they know where you are?
■ Do they know what your plan is?
2. Offer
■ Can I help you contact your loved ones?
■ Would you like access to a phone?
■ Would you like access to register on the Red Cross Safe and Well
Web Site?
■ Would you like Red Cross to contact your loved ones for you?
3. Connect
■ Provide cell phone access or direct client to nearest phone access.
■ Direct client to nearest web access
■ Provide client with reverse notification form (ARC 2079-1);
collect and route form.
The Red Cross Safe and Well Web Site provides a way for those who are affected
Slide 26
Safe and Well Web by a disaster to notify loved ones of their whereabouts and their “safe and well”
Site status. Clients can register themselves in the database by entering their personal
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information into a simple-to-use screen. Concerned family and friends can search
for those who have registered themselves using either a pre-disaster phone
number or address.
Note: Refer participants to Participant Resource E beginning on page E-1 of their
workbook for more information about Welfare Information and the Safe And Well
Participant Web Site.
Resource
Page E-1
Collaboration with Other DSHR Groups and
Activities
Close coordination between activities from different DSHR groups allows us to
Slide 27
Collaboration - provide seamless service delivery. In addition to the other CLS activities, you will
Mass Care (MC) be closely involved with workers from Mass Care and Information Management
Support Services.
Mass Care (MC)
The Mass Care group provides congregate services to communities as a whole.
These services include the bulk distribution of supplies, sheltering and feeding.
There are four activities within this group:
■ Bulk Distribution (BD)
■ Feeding (FF)
■ Sheltering (SH)
■ Community Programs
Client caseworkers must stay current with what mass care services are being
provided within the affected community and the points of service locations.
Knowing this information allows you to provide accurate information to the
clients with whom you work.
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Information Management Support Services (IMS)
The IMS group is responsible for gathering, processing and disseminating
information about the scope and effectiveness of relief efforts conducted by the
Slide 28
Collaboration Red Cross. There are four activities within IMS:
- Information ■ Disaster Assessment (DA)
Management
Support (IMS) ■ Financial and Statistical Information Management (FSI)
■ Analysis and Planning (AP)
■ Information Dissemination (ID)
You will work closely with FSI as they are responsible for tracking and
accounting for the distribution of Client Assistant Cards and Disbursing Orders as
well as ensuring these and the clients’ Case Records are kept in a secure location.
Ask: What questions do you have?
Note: Pause and respond to participants questions.
Summary
Now that you have learned about the role of Client Casework, its commitment and
values, ways you can provide assistance that address the client’s needs, let’s see
how conducting Client Casework brings all this information together to serve the
client.
Before we begin, we will take a 15-minute break.
Break: 15 minutes
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Time: 3 hours and 50 minutes (includes one 15-minute break and a
60-minute break for lunch.)
Objectives
After completing this segment the participants will be able to–
■ Explain how to conduct an effective client interview.
■ Explain how to document client information using the Disaster
Registration and Case Record (Form 901) during the interview
process.
■ Identify and complete the additional forms used in conjunction
with the Disaster Registration and Case Record (Form 901).
■ Describe the process in which Client Assistance Cards and
Disbursing Orders are issued to the client.
PART 1
Time: 80 minutes (to include a 15 minute break)
Introduction
In Segment 2 of the video you will hear Client Casework interviewers describe
the importance of the interview, the skills needed to interview clients, and the
tools used to collect information and provide assistance. Page 2-1 provides space
to take notes and jot down any questions you may have.
Page 2-1
Note: Show Segment 2 of the video.
Segment 2
“The Interview”
(7:00) Ask: Are there any questions or comments about the video?
Note: Pause and respond to participants’ questions.
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Conducting Effective Interviews
As a Client Casework interviewer, you will be one the front-line workers who
Slide 29
deal directly with the public. You will interview clients, determine the client’s
Conducting needs and take steps to provide assistance. As an interviewer, your role in the
Effective
Interviews
interview process includes—
■ Climate setting.
■ Listening and consoling.
■ Providing emergency financial assistance.
■ Providing information and referrals.
Climate Setting
Because an interview is often the first encounter a client has with the Red Cross, it
is important that it is conducted in a professional and effective manner. To instill
Slide 30
Climate Setting
a sense of confidence in the client, you should always remember to—
■ Welcome the client warmly.
■ Treat the client with courtesy.
■ Speak softly and with a smile.
■ Tell the client that your conversation will be confidential.
■ Tell him or her the Red Cross is there to try to help them with their
recovery.
Listening and Consoling
Listening with empathy to understand the client’s losses and needs is the first step
to building a trusting relationship. Effective listening and consoling the client is
Slide 31
Listening one of the most important services we provide.
Consoling
Active Listening
Active listening is one of the most important skills we use in client casework.
When practicing active listening you are focused on the person who is speaking in
Slide 32
order to understand what he or she is saying. You should then be able to express,
Active Listening
in your own words, what the person said to his or her satisfaction.
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Listening Challenges
Many people think active listening is easy. In fact, active listening is one of the
hardest skills to master. Some common listening challenges include:
Slide 33
Listening ■ Not paying attention - Listeners may allow themselves to be
Challenges distracted or to be thinking about something else.
■ Pseudo-listening - Listeners are thinking about something else,
but deliberately try to look as though they are listening. An
example is when you feel like you are looking right through the
person.
■ Rehearsing - Some people listen until they want to say something;
they stop listening, start rehearsing what they will say, and wait for
an opportunity to respond.
■ Interrupting - The listener does not wait until the complete
meaning can be determined, but interrupts the speaker so that the
speaker stops in mid-sentence.
■ Hearing what is expected - People frequently think that they
heard speakers say what they expected them to say.
Effective Listening Skills
These challenges can be overcome by first becoming aware of your own habits
and then making a conscious effort to change them. The better listener you
Slide 34
Effective Listening
become, the easier the interview will be for both you and the client.
We can become more effective listeners by practicing the suggestions located on
page 2-3 in your workbook.
■ Minimizing distractions - You may conduct the interview in
Page 2-3
less-than-ideal surroundings. There may be noise and distracting
activity. Tuning out distractions is essential.
■ Focusing on the other person - Try to understand his or her
viewpoint, assumptions, needs, and belief systems.
■ Paying attention to non-verbal language - A shrug, a smile, a
nervous laugh, gestures, facial expressions, and body position
speak volumes about how a person is feeling. Studies have shown
that in many cases body language is more important than the actual
words used in a conversation.
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■ Asking questions that clarify what the speaker is saying - As an
interviewer your role is to listen to the client’s story and provide
assistance based on what he or she has said. Therefore, obtaining
accurate information from the client is critical. By asking
clarifying questions you can help the client to identify his or her
needs and provide appropriate assistance.
■ Paraphrasing what the speaker has said - Using your own
words, confirm what the client is saying by repeating what you
heard. Ask the client if your statements are accurate.
Showing Empathy
A skill that goes hand-in-hand with listening is listening with empathy. During
the interview it is important to stress to the client that you understand their
Slide 35
Showing Empathy emotions and the challenges they face.
Ask: What does empathy mean to you?
Note: Discuss and record their answers on newsprint. After they have shared
their answers, refer participants to page 2-3 of the workbook.
“What does Empathy is the ability to respond to the client in a way that shows that you have
empathy mean to
you?” listened to and understood how he or she feels. To listen with empathy, you see
the world from the other person’s point of view, rather than your own.
Using the space provided on page 2-3 of your workbook, jot down a few
examples of how you can show empathy for the client during the interview
process.
Page 2-3
Note: Ask the participants to share their answers.
While interviewing, you will likely encounter a number of situations in which you
may need to comfort the client. Acknowledging the client’s feelings and emotions
by using the phrase “It sounds like you are very concerned about...” is a good way
to show the client that you are in tune with his or her situation.
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If appropriate, place a hand on the client’s shoulder or pat his or her arm. Use
appropriate eye contact.
Always be culturally sensitive when comforting clients. For example, some
cultures have strict rules regarding physical contact between men and women.
Talk to your supervisor if you have any questions regarding appropriate behavior.
Give the client time to recover if they become emotional or began to cry. Do not
tell the client that you know how they feel nor insist on continuing the interview if
the client becomes emotional.
If small children are present, try to offer stuffed animals or have someone take
care of the children during the interview.
Asking Questions
As an interviewer, your role is to listen to the client’s story and provide assistance
based on what he or she has said. You need to ask the right questions to get the
Slide 36
Asking Questions right information from the client. Use both close-ended (directive) and open-
ended questions or statements during the interview.
Close-ended (Directive) Questions
Close-ended or directive questions are those that can be answered with “Yes”,
“No” or a brief phrase. Use this type of question when you need to gather basic
information about the client. Examples of a closed-ended question include:
■ Please tell me your current address.
■ Do you have insurance coverage?
■ Where were you at the time of the disaster?
Open-ended Questions or Statements
Open-ended questions or statements encourage longer, more in-depth responses.
Use open-ended questions or statements when you want to determine the needs of
the client. Examples of open-ended questions or statments include:
■ Please tell me about the damage to your home.
■ Can you tell me what happened after the tornado destroyed your
home?
■ What other financial resources do you have?
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