4.2 - Communication at interviews with clients

Communication

When interviewing a client who may have a mental illness or an intellectual disability, always consider whether the client has understood what you have said, and, whether the approach you take to the interview is useful, or, is possibly interfering with the communication process.  Also be aware that your client may have a support person, be it a carer, family or friends that may be of assistance in gathering necessary information.      

It is best to:

• Keep distractions and other stimuli to a minimum;
• Use non-threatening and accessible language;
• be sensitive and reframe questions and responses where appropriate;
• Offer reassurance where it is appropriate;
• Slow the client down to defuse any agitation; and
• Acknowledge what the client says (check the client's understanding);

Sample Questions at Interviews

• Are you currently employed?
• Do you receive a Centrelink or other benefit or pension?
• If so - what type of benefit do you receive?
• If it is a disability pension what is your diagnosis?
• Are you taking any medication?
• What level of schooling have you received?
• Did you attend special classes at school?
• Did you attend a special school?
• Have you been depressed recently?
• How has your mood been recently?
• Has anyone ever tried to harm you?  
• Do you have or have you ever visited a counsellor, case manager or psychiatrist?
• What is the name of your doctor or psychiatrist?
• Who is the usual person you go to for help? 

* A case manager is a mental health employee who is responsible for patients who are currently unwell.

* An authority must be signed to access further information in relation to a client on their behalf.