Intro

• Tell me about what you do at IFSSA? How long have you worked here? What does your work look like on a day-to-day basis?
• What do you like most about what you do? Can you tell me more about that? How does it feel? How often do you get to do these things?

Intake

• How often do you do intake with new clients coming to IFSSA? When’s the last time you did an intake? How long have you been doing intake for?
• Can you talk me through the intake process? How long did it take? Was it in-person, by phone, or through other technology?
• How did you figure out which services or resources IFSSA could provide to the client? How do you figure out who is eligible for these services?
• What did you do before the intake appointment? Did you need to do any preparation?
• What about after the intake appointment? Was there any follow-up work with the client?
• Can you tell me about a time from the last three months or so where you were not as satisfied with a client intake? What was the situation? What were the implications for the client? What did it mean for you? Are you doing anything differently now because of this?
• Could I join you to listen in on an intake one day? Or maybe we could do a mock intake together?

Ongoing Client Work

• Can you tell me about the last time you provided follow-up services to a client after an intake? What services did you provide? Who contacted whom? How did the client become connected to you as an outreach worker? Does it usually work this way? What other services do you often provide?
• How many outreach/FHF clients do you typically work with? How do you know what services or supports they need at any given time?
• How do you stay in touch with clients? What channels do you use (e.g., phone calls, text message, emails, WhatsApp)? How do you know which channel to use for a particular client? Who contacts whom?
• Can you tell me about the last time you did a reassessment with a client? Can you talk me through the process? What triggered the reassessment? What happened for the client because of the reassessment?
• Can you tell me about a client success story from the last three months or so? How did this make you feel? What do you think made their journey successful?
• Can you tell me about a time from the last three months or so where you were not as satisfied with the services provided to a client? What were the issues? What were the implications for the client? Are you doing anything differently now?

Reporting and Evaluation

• Do you work on any reports as part of your role at IFSSA? What’s the purpose of these reports? Who do you write these for? How often do you write reports?