Learning about People - Interviewing Techniques

Learning about People - Interviewing Techniques 

This training not only covers what to do before, during, and after an interview but also gives helpful advice when you have difficulty understanding the person’s communication. The information in this course is useful for anyone - including healthcare staff with intermediate and advanced levels of experience - responsible for setting up services and supports for others, including those with support needs related to a mental illness, intellectual and developmental disabilities, physical disabilities, substance use, poverty, or other support needs. This course is part of a series of e-learning courses that lay the foundation for a deeper understanding of the Personal Outcome Measures® approach, identifies and explains the 21 indicators across services settings, and explores the practical use of Personal Outcome Measures®. You are encouraged to complete them as a suite in order to gain as much in-depth knowledge and as many skills as possible.


Hours: 2.50


Certificates provided by accrediting body (1 Match)

National Alliance for Direct Support Professionals


This activity is approved for 2.50 contact hours.

Course Details

Course Code: REL-CV-CQL-LPIT-V2
Hours: 2.5
Type: Online Course
Content Expiration Date: 8/31/2024
Learning Objectives:
Explain the primary goal of the interview process.
List the key things to do before, during, and after an interview.
Describe what steps you can take when you have difficulty understanding a person's communication.

Section 1: Introduction

About This Course

Learning Objectives

Section 2: Personal Outcome Measures®

Sandra’s Lesson in Interviewing

Interviewing Melanie

Traditional Views of Quality Assurance

Changing Values and Attitudes

Personal Outcome Measures® for Quality Enhancement

Five Factors

Personal Outcome Measures® for Adults

Beyond Processes to Outcomes

Personal Outcome Quality Evaluation Principles

Stop and Think...

New Ways, New Tools

New Ways of Learning

Wendell’s Rights and Choices


Section 3: Setting the Stage

Focus on People

Learning about People

Purpose of the Interviewing Process

The Person as the Authority

Think about It….

Getting Familiar with the Outcomes

Practice Makes Perfect

Real Communication

Be Committed to Gathering Information

Communication Without Words

Information Gathering Process

Carol and Tom


Section 4: The Interview

Setting up the Interview

Informed Consent

Before the Meeting

Having Other People Present

Eye Contact and Reactions

Let's Review

Recording and Sharing Information

What Should I Do If Someone Tells Me Something Reportable?

Recording and Sharing Information

Interviewing Tips

Additional Interviewing Tips

Try It Out!

Use Open-Ended Questions

Tips for Effective Listening

What If You Have Problems Communicating with Someone?

After the Interview, Follow-Up

Let's Review

Can You Help George Out?


Section 5: Interviewing and the Personal Outcome Measures® Assessment Workbook

Personal Outcome Measures® Guidance

People Exercise Rights – Overview

Information-Gathering: Conversation with the Person

Try It!

Information-Gathering: Follow-Up Questions

Tips for Using the Questions to Gather Information


Pay Attention

Let’s Help Sandra Out


Section 6: Put into Practice

Put Into Practice: Hands-On Experiences

Creating Your Own Work Portfolio

Section 7: Conclusion


Course Contributors




Instructor: Cathy Ficker Terrill, M.S.
Cathy Ficker Terrill’s career has included working in government, non-profit organizations, university teaching, advocacy and supporting and mentoring self advocates. Before joining CQL on January 1, 2013, Cathy was President and CEO of The Institute on Public Policy for People with Disabilities, an Illinois based organization dedicated to providing leadership and technical assistance to drive public policy and promote best practices for individuals with disabilities. Cathy previously served as President and CEO of the Ray Graham Association, where she utilized the CQL Personal Outcome Measures® to reinvent a provider agency to become a more community based, person-centered organization. Ray Graham Association was the first organization to be accredited with both the Quality Measures 2005® and the latest standards, Person-centered Excellence Accreditation. Past President of the American Association on Intellectual and Developmental Disabilities (AAIDD), as well as a former President of Illinois TASH, Cathy authored a manual on Consent Issues for Self-Advocates and Direct Care Staff. Terrill was a two term Presidential Appointee to the President’s Committee for People with Intellectual Disabilities (PCPID). For the past 20 years, Cathy has volunteered internationally, helping to create services for people with disabilities in Kosovo, Poland, Russia, Korea, Cyprus, Lithuania, Japan, Saudi Arabia and China. Disclosure: Cathy Ficker Terrill, M.S. has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Instructor: Mary Kay Rizzolo, DrPH
Mary Kay Rizzolo is the President and CEO of CQL | The Council on Quality and Leadership. Before joining CQL on January 19, 2016, Mary Kay was the Associate Director of the Institute on Disability and Human Development (IDHD), the University Center for Excellence on Developmental Disabilities for the State of Illinois. She has also served as a Clinical Associate Professor in the Department of Disability and Human Development at the University of Illinois at Chicago (UIC) where she mentored students and taught classes on disability policy and community integration for people with disabilities. Mary Kay previously worked at the Coleman Institute for Cognitive Disabilities at the University of Colorado, was a member of the State of the States in Developmental Disabilities project for almost two decades, a front line supervisor at a large ICF/DD and managed a three-county program that provided home-delivered meals and programming for older adults. Mary Kay holds a Doctorate in Public Health (University of Illinois at Chicago), a Master’s in Psychology (North Carolina Central University) and a Bachelor’s in Psychology (University of North Carolina – Chapel Hill). Mary Kay is the author of over 50 book chapters, journal articles and reports, focusing on public and financial spending in the states, family support, HCBS Waiver services, and cognitive technologies. Disclosure: Mary Kay Rizzolo, DrPH has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
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Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
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All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
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