When Can You Start?
Tips for Finding the Right
Person and Successful
Interviews
Presented By:
Terri Love, Director
Shasta County Department of Child Support Services
Mary Lawrence- Jones, Assistant Director
Sacramento County Department of Child Support
Services
OBJECTIVE OF TODAY’S WORKSHOP
Provide
Tangible Tips
for You as an
Interviewee
or
Interviewer
New Hire Interviews
Problem:
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Child Support Specialist aka
Child Support Case Manager
Job Description?
CSS Willingness Statement?
Social Worker?
Collection Agent?
Interview?
Process
Application to Hiring Interview:
1. MQs
Written Test
2. Combined Score for Rank
3. Top 10
Panel Interview
CSS Minimum Qualifications (MQs)
 Two years of full-time clerical experience that included
interaction with the public; OR
 One year of full-time experience performing debt
collections duties that included interviewing others for the
purpose of collecting information; OR
 One year of full-time experience performing duties
comparable to a Child Support Assistant I or Office
Assistant II in a Child Support Services Department; OR
 Completion of 60 semester or 90 quarter units of college.
What We Found
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The MQs are too broad to promote finding the
best candidates.
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Book-smart candidates can score high on the
written test and not be suited for the position.
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Panel interview questions are typically not
specific to the position
Turning A Crazy Idea Into Success
 What would happen if we
gave the candidates tools to
review before the interview?
 What if we told candidates
that they would participate in
a mock paternity interview?
 What if we provided each
candidate with a blank PQ
prior to their interview?
And This Is What We Did!
Department’s Responsibility
 Develop an Interview Process that Is
Specific to the Position of a Child
Support Specialist
 Give the Applicants the Tools to
Prepare for the Interview
 Select the Best Prepared, Best
Qualified
Notice of Interview/Interview Preparation
Each candidate received two emails.
1. Invitation to interview; and
2. Instructions on how to prepare for the
interview.
Instructional Email
You just received an invitation to interview for the position of Child
Support Specialist I.
IMPORTANT: It is highly recommended that you familiarize yourself with
the Child Support Specialist classification’s duties and responsibilities and
the Child Support Program. Several interview questions and situational
scenarios will pertain to these areas. You will also be asked to participate
in a mock client interview to assess your ability to ask pertinent and
probing questions. To assist you in your research, the following
publication contains valuable and essential information, and you must
read this publication prior to your interview.
http://www.childsup.ca.gov/Portals/0/resources/docs/pub160_english.pdf
Instructional Email - Continued
As noted above, you will conduct a mock paternity interview with the
mother of a newborn child. You are expected to obtain information
from the mother to assist the department in establishing the identity of
the biological and/or legal father.
Please use the attached
Confidential Paternity Questionnaire to prepare for this exercise.
When you arrive for your scheduled appointment, you will receive the
scenario for the mock interview.
Should you have any questions, please feel free to contact me.
It Is The Responsibility of the Candidate To
Come Prepared
 Each candidate was
asked if he/she had
followed the email
instructions and read the
materials.
 If the candidate said,
“No,” the interview ended
right there.
Assessing Candidates’ Level of Interest
 Along with the application, Candidates received
a list of “willingness” statements.
 The candidate was asked if he/she had any
questions or concerns with the statements.
 Each candidate was asked if he/she was willing
and able to meet the challenges of each
“willingness” statement.
Assessing Candidate’s Level of Interest
Interview Questions Were Selected to Determine If
Candidate . . .
 Prepared for the interview; and
 Retained knowledge from his/her reading, such
as definitions, ways to collect support, locate
sources, and reasons to modify a child support
order.
QUESTIONS
 Summarize what you now know about the child
support program.
 What is meant by establishing paternity?
 What is the responsibility of the State Disbursement
Unit (SDU)?
 There are four reasons a child support order can be
modified, name at least one.
 Local child support agencies (LCSAs) have many
ways to collect support. Name a few.
QUESTIONS – Continued
 Read the list in front of you. What do you believe is the
most important skill. Defend your answer.
a. Ability to work under intense pressure to meet
critical deadlines.
b. Ability to produce large volumes of work every day
with an accuracy rate of at least 95 percent or
greater.
c. Ability to complete multiple tasks with many
interruptions throughout the day.
 What computer applications are you proficient in?
Evaluation of New Process
Implemented: March 2014
March 2014 – Round 1:
Hired 3; Still Employed = 2
Sept. 2014 – Round 2:
Hired 3; Still Employed = 3
Jan. 2015 – Round 3:
Hired 4; Induction Training
Successful Interviews
“The future belongs to those who
believe in the beauty of their
dreams”
- Eleanor Roosevelt
Successful Interviews
Employment Information
 Median Years in One Job - 4.6 Years
 Average Person Has 7-10 Jobs
1
 Average Number of Career Changes Is 5-7
 Average Number of Job Changes Is 29
2
 Baby Boomers Held an Average of 11.3 Jobs from
Ages 18 to 42.
3
Source:
Bureau of Labor Statistics: http://www.bls.gov/news.release/tenure.nr0.htm
Wall Street Journal: http://blogs.wsj.com/numbers/a-lifetime-of-career-changes-988/
3 Bureau of Vital Statistics: http://www.bls.gov/news.release/pdf/nlsoy.pdf
1
2
Steps to Hiring the Right Person
Determining Your Needs

Are you properly utilizing the skills and talents of
your current employees?

Can your organization’s growth support a new
employee(s)?
Source: Leadership - Tools.com http://www.leadership-tools.com/hiring-the-right-person.html
Steps to Hiring the Right Person
Conducting a Job Analysis
 What are the job's essential functions and key
performance criteria?
 Do you know what specific skills and talents are
needed?
Source: Leadership - Tools.com http://www.leadership-tools.com/hiring-the-right-person.html
Steps to Hiring the Right Person
Writing a Job Description
 Detailing the specifics of the position based on a
complete job analysis.
"The definition of insanity is doing the same thing over and
over and expecting it to come out different." -- Benjamin
Franklin
Source: Leadership - Tools.com http://www.leadership-tools.com/hiring-the-right-person.html
Steps to Hiring the Right Person
Determining the Salary for the Position
 Adequate pay incentives are key to hiring the right person.
 Based on internal and external comparisons, is the salary
competitive with the salaries and responsibilities of other
positions?
Source: Leadership - Tools.com http://www.leadership-tools.com/hiring-the-right-person.html
Steps to Hiring the Right Person
Where and How to Find Qualified Applicants
 What are the recruitment techniques best used for
attracting and hiring the right person?
 What is the timeframe for conducting your search?
Source: Leadership - Tools.com http://www.leadership-tools.com/hiring-the-right-person.html
Steps to Hiring the Right Person
Collect and Review Applications and Resumes
 Once you have a pool of candidates to choose from,
begin selecting the most qualified people for further
consideration.
Source: Leadership - Tools.com http://www.leadership-tools.com/hiring-the-right-person.html
Conducting A Successful Interview
Prepare in Advance for the Interview
 Prepare a List of Prioritized and Measurable
Criteria
 Review the Candidate's Resume Prior to the
Interview
 Set Specific Appointment Times and
Reasonable Time Limits
 Be Prepared to Justify the Use of Any Required
Employment Test
Source: Leadership - Tools.com http://www.leadership-tools.com/hiring-the-right-person.html
Conducting A Successful Interview
Prepare in Advance for the Interview
 Know What You Want in a Candidate Before You
Begin the Interview
 Review the Job Requirements
 Know the Job Responsibilities and What Will Be
Required of the Employee to Succeed
 Prepare a List of Questions Concerning the
Candidate's Gaps in Employment
Source: Leadership - Tools.com http://www.leadership-tools.com/hiring-the-right-person.html
Conducting A Successful Interview
During the Interview
 Dress, Look, and Act Professionally
 Avoid Appearing Bored and Fatigued
 Establish a Professional Atmosphere
 Explain the Selection Process
 Provide the Candidates with the Questions in Writing
Conducting A Successful Interview
During the Interview
 Provide Water within Hands’ Reach
 Note the Candidate's Choice of Words and
Nonverbal Behavior
 Listen to the Questions the Candidate Asks
 Take Detailed Handwritten Notes
Conducting A Successful Interview
During the Interview
 Use Your List of Standard Questions
 Keep All Questions Job Related
 Do Not Ask Discriminating Questions
 Explain When a Decision Will Be Made
 Stick to Your Word!
Source: Leadership - Tools.com http://www.leadership-tools.com/hiring-the-right-person.html
The Successful Interview
DO NOT ASK ABOUT:
DO NOT ASK ABOUT:
- Age, Height and Weight
- Race or Ethnicity, Citizenship
- Ancestry, Birthplace or Native Language
- Names and Addresses of Relatives
- Whether or Not the Candidate Owns or Rents
Home and Who Lives in Home
- Candidate's Credit History or Financial
Situation
- Arrest Record
- Physical or Mental Disabilities
- The Candidate's Family or Marital Status or
Child-Care Arrangements
- Religion or Religious Customs or Holidays - Sex or Gender
- Pregnancy or Medical History
- The Candidate's Membership in a NonProfessional Organization
- Education or Training that Is Not Required to
Perform the Job
Conducting A Successful Interview
Be Courteous and Respectful
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Conduct the Interview in a Private Place
Begin the Interview on Schedule
Allow Sufficient Time for the Interview
Never Argue with the Candidate
Thank the Candidate for His/Her Time and
Interest
Steps to Hiring the Right Person
Checking References
Always Check References BEFORE Making a
Job Offer.
Source: Leadership - Tools.com http://www.leadership-tools.com/hiring-the-right-person.html
Steps to Hiring the Right Person
Hire the Right Person
Once you've done your homework, go with your gut
and make the hiring decision.
Interviewing for Success
Now it is time for you to be the candidate….
Interviewing for Success
Preparing for the Interview
 Research the Position
 Be Familiar with the Minimum Qualifications
 Compare Your Qualifications to Those of the Job
 Learn about the Organization’s:
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Mission
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Vision

Values

Strategic Plan
Interviewing for Success
Preparing for the Interview
 Describe your experience and how it relates to the
job.
 Answer broad questions, such as, "Why do you
want this job?" "What are your strengths and
weaknesses?"
 Speak with those currently in the position.
 Practice! Practice! Practice!
Interviewing for Success
The Day before the Interview
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Get a Good Night’s Sleep
Plan What You Will Wear and Try It on
Lay Everything Out, Including Your Car Keys
Eat a Good Breakfast
Allow Plenty of Time to Get There
Don’t Forget Your Resume and References
Things to Bring to an Interview
The Day of the Interview
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Be Early
Dress Appropriately
Be Well Groomed
Do Not Chew Gum
Bring Three or Four Copies of Your Resume
Bring List of Current References
Identification Card/Drivers License
Pre-addressed Thank You Cards
Interviewing Tips
During the Interview
 Listen and Adapt
 Pay Attention to Details
 Look for Things to Help You Tailor Your
Responses
 Relate Your Answers to the Interviewer and the
Organization
 Focus on Achievements Relevant to the Position
 Demonstrate Your Interest
Interviewing Tips
During the Interview
 Maintain Eye Contact
 Encourage the Interviewer to Share Information
 Be Positive - Avoid Negative or Inappropriate
Comments about Others, i.e., Past Employers,
Co-workers
 Share - It’s Okay to Share Personal Stories, but
Don’t Get too Personal
 Be Prepared to Positively Address Deficiencies or
Areas for Improvement
Interviewing for Success
Things to Avoid
 Lack of Good Preparation
 Failure to Highlight Your Achievements
 Too Few Word Answers or Talking too Much
 Arriving Late
 Dressing Inappropriately
 Body Language Failures
 Lack of Integrity
 Interrupting the Interviewer
Interviewing for Success
Things to Avoid
 Bringing up (too) Personal Details
 Failure to Ask Good Questions
 Being Unprofessional
 Cell Phones/Distractions
 Failure to Show an Interest and
Motivation about the Job
 Overconfidence
 Lying
 Poor References
Interviewing Success
Success Tips
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Be Early
Greet Your Interviewer with a Firm Handshake
Relax and Answer each Question Concisely
Use Proper Language - Avoid Slang
Be Cooperative and Enthusiastic
Use Body Language to Show Interest
Interviewing Success
Success Tips
 Maintain Good Eye Contact
 Ask Questions about the Position and the
Organization
 Thank the Interviewer when You Leave and Shake
Hands
 Send a Short Thank You Note Following the
Interview
 Smile
Interviewing for Success
“Finding a job that is a good fit is as much about
you selecting the right job as it is about them
selecting the right candidate.”
- Miles A. Smith
Interviewing for Success
Terri Love, Director
Shasta County Dept. of Child Support Services
tlove@co.shasta.ca.us
Mary Lawrence - Jones, Assistant Director
Sacramento County Dept. of Child Support Services
LawrenceM@saccounty.net