The Interview: A Key to Success Mark Barrett Assoc. Director Field Operations mbarrettvfw.org Basics of preparing and conducting an Interview Discussion on Dos and Donts 2 Objectives Arrive on time Be professional and objective Are you,
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Presentation Transcript
01
The Interview: A Key to Success Mark Barrett
Assoc. Director Field Operations
mbarrett@vfw.org<br>
02
Basics of preparing and conducting an Interview
Discussion on Do’s and Don'ts 2 Objectives<br>
03
Arrive on time
Be professional and objective
Are you, your office, and their claim ready to proceed?
Actively listen to your client and observe their body language
Explain what you are doing 3 Introduction<br>
04
Prior to your appointment arrival:
Verify connectivity
Prep TVB File
Ensure you have all required documents
Are the documents ready to proceed?
Ensure your office demeanor is professional
Your self
Your surroundings
Sanitize your desk and surroundings 4 PREPARATION<br>
05
5 TVB Entry Data<br>
06
Dress properly
- What is the NVS office dress code?
- Shirt? Dress slacks/pants?
- Wrinkles?
- Collared/VFW Shirt?
- Does it pass the smell fresh test? 6 YOUR ATTIRE<br>
07
Prepare for success
Did your client make the appointment in Acuity?
Do you have their DodSafe documents downloaded?
Did they email you the required documents?
The required documents
Electronic records (Ahlta, Genesis, Haims)
Service Health Assessment [SHA] Part A completed
VFW Consent form (signed)
Scanned Hardcopy records (if applicable)
Meps Entry exam (SF-88 or DD-2808)
Dependency information (if applicable) 7 PREPARATION<br>
08
Introduce yourself (Hello I am ???)
Explain the BDD/FDC process 8 PURPOSE [Engage and Manage Expectations] “Whassup?. What’cha need?”<br>
09
Do you use an “in meeting” sign?
Quiet please, “in a meeting” do not disturb
On a Zoom call
Not a “Go Away” Sign
Are disruptions frequent in your office when you have a client?
What do you do about incoming calls?
What signal does it send to your veterans if you take a call during the interview? 9 LIMIT DISRUPTIONS – Privacy<br>
10
Introduce yourself to the service member
Highlight your role: “Hi I’m ???,
I’m your VFW pre-discharge claims rep,
or your BDD claims rep
-Shake hands or fist bump
Please don’t shake someone’s fist bump
Let the veteran know your background
“I’m an Army veteran” or “My brother is a Navy veteran”
Common ground helps build rapport
Walk-ins: ask the purpose of the visit 10 INTRODUCTIONS Not this<br>
11
What are they here for? 11 BDD INTERVIEW BDD Intake Interview -BDD claim -FDC claim
-Dependency
-Possible appeal [please do not handle appeals]<br>
12
“Do you understand the words that are coming out of my mouth?!”
Avoid jargon
“Let me fire up old Jake the computer and see what’s in VBMS”
“I see what you uploaded into VBMS, but it’s not cested yet”
“Let me contact the VSR at the VARO. They can correct the EP”
Consider the client’s background, do not condescend
“You filled out section II on the 674. Did you not read the instructions?”
Think of VA forms like IRS forms. It’s just as foreign to the veteran 12 MAKE SURE YOU ARE UNDERSTOOD<br>
13
During an interview, use the following active listening steps:
Turn your focus to your customer/your client
Listen carefully to what he/she is saying
Restate what you heard
Allow the client to correct or clarify the information 13 ACTIVE LISTENING – This is difficult<br>
14
Listen to conversational cues
“I see you are retiring from the military in 4 months. Are you staying in the area?”
“Yes, and we are looking at buying a new home - we’re looking to downsize since our kids are all off to college now”
Are any of your children attending college?
-VA Form 674, Request for Approval of School Attendance(18-23 age)
-VA Form 686c, Claim for Dependency for minor children 14 IDENTIFY POTENTIAL ELIGIBILITY FOR BENEFITS<br>
15
Sometimes, veterans come in, having to get some things off their chest. Listen, show concern, and inform them how you can assist them
Don’t argue with the veteran.
Tearful veterans
Veterans who get off topic, “And this scar was when I was in…”
Disrespectful veterans. We reserve the right to revoke our representation if necessary 15 STRONG EMOTIONS: ALWAYS REMAIN PROFESSIONAL<br>
16
Complete all applicable forms [VA21-22, VA21-526ez, VA21-686c, VA21-674]
Have the client sign the forms in your presence.
What if the client says, “I want to take them home to review?”
Why did that situation take place? 16 VFW Representation<br>
17
Summarize what you did for them
Mitigate expectations
Thank them for their visit/call
Add TVB Communications tab entry
Send summary email. [their life takes over] 17 ENDING THE INTERVIEW AND FOLLOWING UP<br>
