Why Participant Interviews Happen
Certification audits include participant interviews because:
- Policies on paper may not reflect practice
- Participants experience your service directly
- It validates your self-assessment claims
- Auditors need diverse perspectives
Who Gets Interviewed?
Auditors typically interview:
- 2-5 participants (depending on your size)
- Mix of service types if you offer multiple
- Different demographics if possible
- Sometimes family members or advocates
What Auditors Ask Participants
About Rights and Choice
- Did you choose this provider?
- Do you feel your choices are respected?
- Can you change your supports if you want to?
About Safety
- Do you feel safe with your workers?
- Have you ever felt unsafe? What happened?
- Do workers ask permission before helping you?
About Quality
- Are you happy with your supports?
- Do workers arrive on time?
- Do you get the help you need?
About Complaints
- Do you know how to make a complaint?
- Have you ever complained? What happened?
- Do you feel comfortable raising concerns?
How to Prepare Participants
DO:
- Tell them an auditor will call
- Explain it's routine, not because of problems
- Reassure them their feedback helps improve services
- Give them the auditor's contact details
- Let them know they can have a support person present
DON'T:
- Coach specific answers
- Tell them what to say
- Make them feel they need to give positive feedback
- Pressure them to participate
- Be present during the interview
If You're Worried
If you're worried about what participants might say, that's valuable information. Address the underlying issues before your audit rather than trying to manage what participants say.
