Newer version available

There is a newer version of this publication available:
Debt Advice Handbook Scotland 1st ed - with new material

Interviewing clients

• General interview techniques
• Specific interview techniques

Interviewing a client with mental health problems can be challenging. It is important to use the regular interviewing techniques that you would use with any other client, but also to be aware of specific techniques that may help to support this particular client.

General interview techniques

Mental health problems are common. Be respectful, avoid patronising your client and go through your regular interviewing techniques. You should be aware of your own prejudices and work to rise above them. The client may have difficulties in seeking help or attending a meeting with an adviser. It is important to be aware of this and provide support when needed.

Specific interview techniques

There are some interview techniques which may be particularly useful when working with a client with mental health problems.

•Using closed questions can help to focus the client – eg, ’Have you got a letter about that?’
•Encourage positivity, while being aware of the client’s possible sensitivity to being discounted or upset.
•It’s important to be clear of any time sequence, so ask when an event took place.
•To help the client to understand information, you could deliver it in small chunks or as a list.
•Help the client to rehearse what they might say or do in particular circumstances - eg, dealing with a creditor phone call.
•Record telephone numbers, sequences of actions or information the client would find useful.
•Be specific about what you can and cannot do. Manage expectations.
•Advisers/agencies may want to follow up with confirmation of advice in writing, which sets out the actions agreed by both the client and the adviser.