IRC Center Financial Opportunities San Diego Interviewer’s Manual for a survey of San Diego refugees Jamie Schau March 2011

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Introduction

The International Rescue Committee (IRC) is an organization that advocates for positive change

and performs refugee resettlement services worldwide. The San Diego office of the IRC is

looking to have its Center for Financial Opportunity (CFO) services evaluated based upon

quality-of-life indicators, going beyond the typical strictly-financial metrics. The four programs

that will be assessed in this survey include:

Early Employment Services: Provides vocational counseling, resume preparation, job

search and placement services, and financial assistance for basic needs with the goal of

helping refugees find their first job in America and achieve early economic self-

sufficiency.

Career Development: Helps clients with professional backgrounds re-enter their

professions in a timely manner.

Microenterprise: Supports refugees in starting and expanding their own businesses by

providing intensive technical assistance and access to capital. The IRC has aided in the

start of over 120 businesses and 85 expansions.

Financial Education: Teaches refugees the basics of the U.S. financial system and

encourages good habits in budgeting, credit, tax preparation, and banking. The IRC also

operates an IRS VITA (Volunteer Income Tax Assistance) Program during tax season.

In order to reach the clients who utilize these services, the series of interviews will be conducted

in various neighborhoods in San Diego County where IRC’s clients reside, particularly in the El

Cajon and City Heights areas. The sample of refugees who will be surveyed will be

representative of their populations, particularly heavily focused on Burmese, Somalian and Iraqi

clients.

Each interviewing team will consist of a volunteer who is able to speak the same language as the

client (and translate it into written English post-survey), and if the volunteer is under 18 years

old, s/he will be accompanied by a staff member or senior surveyor. If any issues or questions

arise, they should be communicated by the staff member or volunteer (if over 18) to an IRC CFO

Supervisor immediately at number below for resolution.

The interviewers are responsible for interviewing respondents and collecting information in

line with this manual and the training that they have received. The following pages offer general

instructions to ensure the interviews are of highest quality and consistent across the board. In

total, it is expected that the IRC will conduct approximately 100 surveys.

It is of utmost importance that the every question in the survey is asked in a consistent, neutral

and similar way.

In an emergency or with urgent questions, please contact:

Thuba Nguyen or Jason Jarvinen at (619) 641-7510

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1. What to do before fieldwork:

1. Attend a brief training session where you will learn about the motives and procedures for

each question in the survey.

2. Read the survey and this manual carefully to make sure you completely understand each

question and why it is being asked.

3. Talk with your IRC supervisor to go over procedures for handling the survey and field

logistics.

4. Confirm that you have enough spare writing pencils and paper to write down the answer and

record your thoughts on the survey when necessary.

5. Assure that you will have enough privacy in the location where the survey will take place,

that the respondent is comfortable, and that the interview setting will have minimal

interruptions.

2. What to note before, during and after the interview:

Appearance of interviewers in the field is very important because it can make them appear either

close or distant from the interviewee. Make sure that you do not wear smart/stylish-looking/

highly formal clothing that creates distance between interviewers and interviewees. Please be

clean, casual and comfortable.

Check the respondent’s identification to make sure it matches the pre-defined list of respondents

in the region before proceeding to interview. Do NOT interview if the respondent is not on the

list. Report to Thuba Nguyen at (619) 641-7510 if this is the case.

Read out loud the introduction in the questionnaire. Try to make a positive “first impression” in

order to create confidence with the respondent.

VERY IMPORTANT: Please read each question exactly as it appears in the questionnaire. Do not introduce your own interpretations of the questions. Stick to the questions word-by-word.

If the respondent fails to understand a particular question, only then provide an explanation

provided in this manual (see Section 4: “Question by Question Instructions”).

Expressions/statements in ALL CAPS within the punctuation ((...)) are those for interviewers

only. It means that you will perform those requests by yourself, and will not read them aloud to

the interviewee. Bolded Section titles do not need to be read by the interviewer.

Ask the questions slowly to ensure that the respondent understands what s/he is being asked.

After you have asked a question, pause and give her/him time to think. If the respondent feels

hurried or is not allowed to formulate her/his own opinion, s/he may respond with “I don’t

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know” or give an inaccurate answer. If you feel the respondent is answering without thinking,

just to speed up the interview, say to the respondent:“There is no hurry. Your opinion is very

important, so please consider you answers carefully.”

Most people tend to give answers that they think you want to hear. It is therefore very important

that you remain absolutely neutral as you ask the questions. Never, either by the expression

on your face or by the tone of your voice, allow the respondent to think that s/he has given the

“right” or “wrong” answer to the question. Never appear to approve or disapprove of any of the

respondent’s replies.

If a respondent’s answer is not relevant to a question, do not prompt the respondent by saying

something like “I suppose you mean that…Is that right?” In many cases, you will get an

affirmative answer even when that is not what s/he meant.

If the respondent is giving irrelevant or elaborate answers, do not stop her/him abruptly or

rudely, but listen to what s/he has to say. Then try to steer the respondent gently back to the

original question. Please make a great effort to maintain a good atmosphere throughout the

interview. The best atmosphere for an interview is one in which the respondent sees the

interviewer as a friendly, sympathetic, and responsive person who does not intimidate her/him

and to whom s/he can respond freely without feeling shy or embarrassed.

Do not offer the interviewee the options of “I don’t know,” “refuses to respond” or “not

applicable”: Mark answers based on the actual response (or lack thereof) from the interviewees.

Indicate that either s/he doesn’t know the answer, that s/he hesitated/refused to respond, or that

the question was inapplicable to the respondee. Use your expression-reading skills to determine

appropriate use of “don’t know,” “refused to respond,” and “N/A.”

If respondent clearly is unable to answer a question, or hesitates after a period of thought on the

question, code -99 in the box to the left for “don’t know”.

If the respondent is reluctant or unwilling to answer a question, try to overcome his or her

reluctance, explain once again that the same question is being asked of refugees all over San

Diego and that the answers will all be merged together – as well as the fact that all answers are

confidential. If the respondent still refuses, code -98 in the box on the left for “refused to

answer” and proceed as if nothing had happened. If you have successfully completed the

interview, you may try to obtain the missing information at the end, but do not push too

hard for an answer.

If the respondent is clear that the question does not apply to them, or if it is what is implied in the

question clearly does not respond to them based on previous questions, code -97 for “not

applicable.”

If the respondent seems bored or detached, gives an irrelevant answer, or contradicts something

s/he has already said, try to re-capture the respondent’s interest in the conversation. For example,

if you sense that s/he is shy or afraid, try to remove his or her shyness or fear before asking the

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next question. Spend a few moments talking about things unrelated to the interview (e.g. San

Diego area, the weather, daily activities).

Go-to (Skip) instructions are clearly marked on the questionnaire. If there are no skip

instructions, simply proceed to the next question. If there are skip instructions, they need to be

followed carefully to make sure the right questions are asked to the right respondents.

Most questions require a single answer that should be coded in the box provided on the left side

of the questionnaire. However, certain questions allow for multiple answers. These are clearly

indicated in the questionnaire.

Do not leave any questions uncoded. Remember that if the respondent does not answer one

question, even after you have reiterated the question one more time, you must mark “refused to

answer”.

Before closing the interview, review the questionnaire to assure it has been completed and no

questions are missed by mistake.

After you have left the interview, fill out the Post-Interview section of the questionnaire. Be sure

to record anything strange that may have impacted the integrity of the results. Indicate in

particular any interruptions, settings or unexpected visitors that may have made the respondent

nervous, uncomfortable, or highly distracted.

At the end of your day in the field, discuss any problem you encountered with Thuba and look

for solutions in order to avoid any repetition of them in the coming days or by other surveyors.

3. DOs and DON’Ts:

The following table provides detailed instructions and explanations of things that interviewers

must or should do and must not or should not do before, during and after the course of each

interview.

DOs DON’Ts

Before the interview:

Appearance of

interviewers in

the field

Wear casual clothing to make you

close to ordinary people.

Wear formal-looking clothing that

creates distance between interviewers

and interviewees

Respondent

matching

Make sure the respondent’s

identification matches the pre-defined

list of the respondents of this

community.

Don’t interview if the respondent is not

on the list, but report to your supervisor

if this is the case.

During the course of interviewing:

Introduction Read aloud the introduction as stated

in the questionnaire.

Do not re-word the question in your

own way. Stick to the script.

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DOs DON’Ts

Read aloud all the transitions in the

questionnaire. These transitions are in

regular text, not CAPS LOCK like the

interviewer instructions.

Never skip transitions, their purpose is

to keep up the interview flow, and have

it sound like a normal conversation.

Interviewees’

confidentiality

Reiterate that the name of the

interviewee will not be reported at any

cost.

Never ask for the respondent’s name.

First impression Be sure to make a positive “first

impression” to create confidence with

the respondent.

Small talk (on topics like the weather,

the scenary of the San Diego) with

interviewees (1-2 minute talk) is

encouraged to familiarize yourself

with the interviewees and help them

feel comfortable.

Do not talk about personal issues.

Atmosphere of

the interview

Maintain a good atmosphere during

the course of the interview.

The best atmosphere for an interview

is one in which the respondent sees the

interviewer as a friendly, sympathetic,

and responsive person who does not

intimidate her/him and to whom

s/he can say anything without feeling

shy or embarrassed.

Never cause tensions or trigger debates

or arguments with the respondent, for

any reason.

Neutrality Remain absolutely neutral as you ask

the questions.

Never, either by the expression on your

face or by the tone of your voice, allow

the respondent to think that s/he has

given the “right” or “wrong” answer to

the question.

Never appear to approve or disapprove

of any of the respondent’s replies.

Treating survey

questions

Read each question exactly as it

appears in the questionnaire. Stick to

the questions word by word.

Pay special attention to

expressions/statements in ALL CAPS

in the ((...)) punctuation as these are

Do not introduce your own

interpretations of the questions.

Do not leave any questions blank.

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DOs DON’Ts

for the interviewers to follow.

Interviewees’

comprehension

Ask the questions slowly to ensure that

the respondent understands what s/he

is being asked.

Provide the explanation provided in

this manual (see Section “Question by

Question Instructions”) only when the

respondent fails to understand a

particular question.

Again, please do not introduce your

own interpretations of the questions.

Short intervals

to allow

interviewees

time for thought

Pause and give your respondent time

to think after each question.

If the respondent feels hurried or is not

allowed to formulate her/his own

opinion, s/he may respond with “I

don’t know” or give an inaccurate

answer. If you feel the respondent is

answering without thinking, just to

speed up the interview, say to the

respondent: “There is no hurry. Your

opinion is very important, so consider

you answers carefully.”

Never ask the respondent to respond

immediately.

Prompting Strictly follow instructions for

prompting .

Do not prompt respondent by saying

something like “It sounds like you mean

________. Is that right?” if the

respondent’s answer is not relevant to a

question.

In many cases, s/he will agree

with your interpretation of her/his

answer, even when that is not what s/he

meant.

Reiterating Steer the respondent gently back to the

original question if the respondent is

giving irrelevant or elaborate answers.

Reiterate the question again (once) if

the respondent fails to understand it.

Do not stop her/him abruptly or

rudely, but listen to what s/he has to

say.

How to treat

“Don’t know”

Code -99 for “don’t know” in the box

on the left if the respondent says

he/she doesn’t know the answer, or

seems not to know the answer, even

after careful thinking.

Do not read aloud option for “don’t

know”

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DOs DON’Ts

How to treat

“Refuses to

answer”

Code -98 for “refused to answer” in

the box on the left and proceed as if

nothing had happened in case the

respondent refuses to answer.

Mark “refused to answer” when

respondent does not answer one

question even after you have reiterated

the question one more time.

If the respondent is reluctant or

unwilling to answer a question, try to

overcome her/his reluctance,

explaining once again that the same

question is being asked of refugees all

over San Diego and that the answers

will all be confidential, and merged

together.

Do not read aloud option “refuses to

answer.”

Do not push too hard for an answer.

Remember, the respondent cannot be

forced to give an answer.

Regaining

interviewees’

interests

Do your best to re-interest the

respondent in the conversation if the

respondent seems bored or detached,

gives an irrelevant answer, or

contradicts something s/he has already

said.

For example, if you sense that s/he is

shy or afraid, try to remove her/his

shyness or fear before asking the next

question. Spend a few moments talking

about things unrelated to the interview

(e.g. San Diego, the weather, her/his

daily activities).

Do not leave room for boredom during

the course of the interview.

How to treat

skipping paterns

Follow orange-arrowed skipping

patterns carefully to make sure the

right questions are asked to the right

respondents.

Proceed to the subsequent question if

no skipping instructions are provided.

Do not miss any question at any cost!

How to treat

multiple

choice/answer

questions

Strictly follow instructions for “more

than one answer permitted” questions.

Note down all responses provided by

the respondent, and code

appropriately.

Certain questions allow for multiple

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DOs DON’Ts

answers. These are clearly indicated

in the questionnaire.

Closing

interviews

Say “thank you” to the respondent.

Double-check the questionnaire to

ensure that no questions are missed by

mistake.

Fill in final question and interviewer

comments in the Post Interview

section.

Sign the questionnaire before handing

it in to Thuba.

Don’t miss any question by mistake!

After the interview:

Debriefing at the

end of each

interview day

Discuss any problem you encounter

during the day with Thuba or your

supervisor and look for solutions in

order to avoid any repetition of them

in the coming days.

4. Question-by-Question Instructions:

This part of the interview manual provides detailed instructions and explanations to various

questions in the questionnaire to help interviewers to better understand them correctly and be

clear on how to conduct the interview. Remember that in case of doubt, you must discuss ANY

issues with your supervisor.

Section I: Background and Demographics

Remember, statements in bold do not need to be read by interviewer

1.1 What ethnicity are you?

Don’t read the options. Let the interviewee tell you what ethnicity s/he is. If their

answer is not on the list, check the “Other” box and fill in his or her response

under 1a.

1.2 How old were you on your last birthday?

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It is not necessary to read off all of the options, elect the appropriate bracket

based on the interviewee’s response.

1.4 How many individuals are there in your household?

The respondent may be confused about who to consider a household member.

Clarify, if necessary, that children and babies count, as well as anyone else who

sleeps in the household more than half of the time.

1.4a

How many of these individuals are formally employed?

If the interviewee is not sure who to consider “formally employed,” explain that

part- and full-time formal employees – basically anyone paying taxes – are

considered “employed” for our purposes.

1.4b How many children (under the age of 18) are there living in the household?

If there is confusion on this point, clarify that 18-year-olds do count as adults.

“Living in the household” is considered those who sleep in the household more

than half of the time.

1.5 What is the highest level of formal education you have completed?

If clarification is needed, explain that:

“Completed” means that all full academic years were finished

Primary education is elementary and/or middle school (1-9 years [total],

generally)

Secondary education is high school (10-13 years [total], generally)

College includes community colleges, vocational and/or technical

degrees, and accredited online degrees (14-18 years [total], generally)

University education is a four-year institution (14-18 years [total],

generally)

Professional or post-graduate education includes that received beyond a

4-year university degree, such as a law degree or an MBA (19-24 years

[total], generally)

1.6a-e Which of IRCWhich of the following programs are you – or have you been – involved with?

Make it clear to the respondent that s/he can select multiple programs, and to

please advise you of ALL of the ones s/he is involved with.

1.7 How long have you been receiving IRC career / financial assistance?

If clarification is needed, explain that this figure will include ANY time that the

respondent was receiving ANY Center for Financial Opportunity services.

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1.8 Do you know your credit (FICO) score?

If the respondent asks you to explain what this is, mark down “No” and skip to

question 1.9

1.9 What is your household income:

If the respondent seems confused, explain that “household income” is the total

income of everyone in the home that earns a wage.

1.10 How has your income changed in the last 12 months?

Please be sure to only allow one answer.

Section II: Employment Conditions, Opinions and

Prospects: Remember, statements in bold do not need to be read by interviewer

2.1 Are you formally employed?

If the interviewee is confused about what is considered “formally employed,” we

mean to say part or full-time formal employment i.e. if s/he pays taxes, s/he is

employed.

Please hand card # 1A or 1B (attached at bottom of Interview Manual) to

respondent, each of which have all the same options but in opposite orders. Be

sure to alternate the cards at each interview. The cards do not include the N/A or

“don’t know” options, please do not verbally offer them these either, but do code

them in the box on the left if it is clear that the respondent does not know or is

unwilling to answer.

The respondent can either point at or utter his/her answer. Once you get the

answer, please mark the corresponding questions appropriately on the

questionnaire. Please read questions in sequence – first read 1a., list options,

obtain an answer, then move on to 1b., etc.

2.1 d. Please explain that this question is referring to whether the respondent is in

a work environment in which s/he feels comfortable learning and developing his

or her language skills, and has those opportunities.

2.1f. If the client needs clarification, explain that “employer flexibility” refers to

whether they allow changes in the schedule, time off when necessary, consider

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employees’ scheduling needs, etc.

You may mark answers in corresponding boxes, and go back and code later if

this makes you more comfortable with the alotted time. After respondent has

finished, collect the card from him or her.

2.2 Who do you turn to for help when you have a question about a standard work

procedure, for example: how to fill out a time card, what is appropriate attire,

etc.?

If the client is not clear on “another social service,” provide the examples:

CalWorks, 2-1-1, Salvation Army, etc. Please emphasize that there is more than

one option permitted, and code all answers selected. For example, if respondent

chooses the first three options, code -012

2.4 How many hours per week do you work?

Emphasize that this is total hours in a whole week, Sunday to Sunday. If the

respondent requests further explanation, use this as an example:

If you work an eight hour work day, and work six days per week, then you have

a [8*6=] 48 hour work week.

2.5 How long is your work commute each day, round trip?

Be sure to emphasize that this is a daily – not weekly – figure. Explain, if

necessary, that a commute includes time spent walking, on a bicycle, public

transportation, or in a vehicle (personal or shared) – heading to or home from

work. Round trip will be the sum of both legs of the journey.

2.6 Were you or will you be required to obtain a license or certification for a job

that you were already licensed for or practiced in your home country?

If clarification is needed – explain that this applies to people who either have

already obtained a license/certification, or those who will have to in the future. In

BOTH cases, if the answer is yes, please do not skip to 2.7, but continue below

on 2.6a.

2.6a. If yes, do you feel that when you need this certification (or if you needed another,

or to re-certify), that you could obtain it independently?

If there is confusion, remember that this question is meant to apply to those who

have not AND those who have obtained these licenses or certifications. So if they

have already, this is a direct question. If they have not yet, this is a hypothetical.

2.7 Are you in the process of starting your own business,or are you currently running

your own business?

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Be sure if the answer is yes to either of those, that you code -1 and move to

question 7a. Only if the answer is no to both questions will you skip to 2.8.

Please note this does question is meant to include those who ARE AND ARE

NOT receiving IRC services. Advise the respondent of this if the question is

asked.

2.7a. If yes, do you feel that the establishment of this business has helped or hindered

you in any of the following?

There may be more than one option selected. Read all of the options through

once, then go back, repeat them each individually and wait for an answer before

moving to the next option. This way the respondent will know all of the options

before answering, and that they do not necessarily have to have experienced any

of these feelings. Code all of the options that the respondent selects. For instance,

if s/he picks the first and fourth, code -03. If s/he picks none, code -5.

2.8 If income from formal employment is not sufficient to cover your expenses or you

do not have formal employment, in what way or ways do you support yourself?

Respondent may choose multiple answers. Please clarify, if respondent is

confused, that this applies to those who ARE and who ARE NOT employed. Do

not provide the “Other” option, but if the client advises you of another means,

tick the “Other” box and fill in the blank. If there are questions as to the meaning

of “another organization or agency” – please name some various examples such

as CalWorks, 2-1-1, Salvation Army.

Section III: Personal Independence and Confidence:

Remember, statements in bold do not need to be read by interviewer

3.1 How confident do you feel in your ability to navigate the following procedures by

yourself, without any outside assistance?

Please be sure to read slowly and clearly, and repeat the options when necessary.

If necessary, explain that “outside assistance” includes anyone: friends, family,

IRC, language tutors, etc. Read the questions in sequence, starting with 1a.,

reading all options, waiting for an answer, then moving on to 1b., etc. You may

mark answers in corresponding boxes, and go back and code later if this makes

you more comfortable with the alotted time.

3.1c. Preparing and Executing a Budget:

If the client seems confused or needs clarification, please explain that this entails

saving enough money to meet expenses and paying bills on time every month.

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Section IV: Economic Welfare and Opinions: Remember, statements in bold do not need to be read by interviewer

4.4 What do you think the financial situation of your family will be two years from

now?

Clarify, if necessary, that this is a hypothetical question. Respondent should give

you his or her best guess.

4.5 Which of the following do you and / or your family own?

For each item that the respondent answers “no” to, leave the box blank and

move to the sub-question below it. Only codeon number in the box: -0 if the

respondent does own the item, and -1 or -2 if they do not. If the respondent

answers yes, check the box (and code -0), then move on to the next sub-question.

Closing

Take your time to review the survey prior to leaving, and ask the respondent any

questions that might have been missed. Thank the respondent and make your

exit.

**Do not fill in interviewer comments in the residence. Please leave and fill out

the “comments” section outside, immediately after interview.

Section V: Post-Interview: Remember, statements in bold do not need to be read by interviewer

5.1 What is the sex of the respondent?

This is to be answered by the interviewer, not the respondent.

Comments Interviewer Comments:

Be sure to record anything strange that may have impacted the integrity of the

results. Indicate in particular any interruptions, settings or unexpected visitors

that may have made the respondent nervous, uncomfortable, or highly distracted.

Print your name and sign the bottom of the questionnaire.

Cards #1A and 1B are attached below, to be brought to every interview.

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CARD 1A

PLEASE DO NOT WRITE ON THIS CARD

TELL YOUR ANSWERS TO YOUR SURVEYOR VERBALLY

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CARD 1B

PLEASE DO NOT WRITE ON THIS CARD

TELL YOUR ANSWERS TO YOUR SURVEYOR VERBALLY