Do’s and Don’t’s

What to do:

• Always treat clients with dignity and respect
• Speak courteously to client
• Acknowledge the client with a greeting and eye contact
• Contact a supervisor if a client becomes abusive
• Act professionally
• Remind interviewers that a homeless client or standy by is waiting
• Notify a supervisor at the point that interviewers are running an hour behind at 10 a.m. and 3 p.m. to allow the supervisor to take actions needed to address the situation
• Manage the flow of the clients to maximize interviewer time and see as many clients as possible

What not to do:

• Ignore a clients questions, always attempt to answer and help
• Ask for clients personal information when it can be heard by others, i.e. social security numbers, telephone numbers, etc.
• Act discourteously or rudely to clients
• Don’t tell them what the outcome of an interview may be
• Fail to listen to the client
• Take a clients complaint personally
• Argue with client
• Let the client who has walked in and/ or signed in go longer than 30min without acknowledging them and attempting to help them including those there to make a future appointment