For conducting an effective interview, officers would need to adhere to the following steps.
They would need to:
- Read the file in advance
- This involves remaining focused on the need or requirement of conducting an interview and determining all the things they need to consider for making a decision
- This also includes gathering any tools that they might need to consult for making a decision
- Establishing rapport
- This step focuses on greeting the applicant
- It also includes taking steps to put the client at ease such as helping the applicant through the logistics e.g.
- Checking whether the clients follow the officers
- Checking where the clients choose to sit and,
- Ascertaining whether the clients have any special needs
- Explaining the purpose and the format of the interview
- This step focuses on explaining the officer’s role and authority
- It include explaining how the officers will conduct the interview
- In situations where the applicant is using the services of an interpreter, the officers would need to ensure that the applicant and the interpreter understand each other
- Lastly, this step also involves ensuring that the applicant understands both, the officers and the process
- Eliciting information
- Officers would need to put the applicant at ease because applicants will be more forthcoming if they feel relaxed
- Officers would need to use simple vocabulary and an uncluttered sentence structure
- Officers would also need to avoid the use of jargon
- In addition, officers would need to re-phrase questions if it appears that the applicant has not understood a question
- Officers would also need to ensure that they maintain the dignity of the applicant
- Some of the most important questions that officers should ask would typically include questions that:
- Supplement details that officers cannot determine from the file
- Utilise the application form as a guide
- Check the applicant’s replies for gaps, evasiveness and inconsistencies
- It is worth noting that officers have the authority to ask personal questions to the applicant as these are perfectly acceptable
- However, while asking personal questions, officers would need to ensure that they remain respectful at all times
- Verifying the client’s information
- The officers would need to probe the applicant by asking closed questions about details that the client should be able to provide
- However, officers would need to ensure that they use closed questions in a cross-examination style
- While questioning the applicants, the officers would need to observe the client’s demeanour as they answer the questions
- Throughout the interview, the officers would need to remain neutral and objective
- Similarly, officers would need to continue to maintain rapport during this phase of the interview
- Giving the applicant the opportunity to explain or refute
- Throughout the interview, the officers would need to remain mindful of the principles of procedural fairness
- Therefore, they would need to give the applicant a reasonable opportunity for:
- Responding to the decisions
- Clarifying facts
- Providing any new information or,
- Questioning the officer’s interpretation of the facts
- Officers would need to avoid being reluctant in changing a decision especially if the applicant presents new and relevant information
- Similarly, officers would need to explain:
- Any conditions of acceptance
- The reasons for a refusal and,
- The requirements expected of the applicant and reasons that highlight why the applicant does not meet them
- Explaining the next step in the process
- Officers would need to write down anything that they require of the applicant
- In addition, they must be mindful that they only ask for additional information or documentation from the applicant when they feel that it is necessary for making a decision
- Thereafter, the officers would need to inform the client about the next steps in the process
- The officers would also need to inform the applicant that the applicant would also receive a written explanation (as applicable)
- Similarly, in situations that warrant it, the officers would need to inform the applicant whether the officers plan to seek humanitarian and compassionate consideration, rehabilitation etc.
- Lastly, the officers would need to inform the applicant and make it expressly clear to them about the individuals who possess the authority for making the decision
- Answering any questions
- Officers would need to give the client the opportunity to clarify anything that was said during the interview and ensure that they understand all that the officers have spoken during the course of the interview
- Officers might also need to provide counselling to the applicant by referring the applicant to authoritative sources
- Lastly, officers would need to avoid giving information that they are not certain of
Source: Citizenship and Immigration
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