Wisconsin Department of Children and Families - Division of Early Care and Education
Bureau of Early Care Regulation
Child Care Licensing Procedure Manual
Interviewing is the bread and butter of all complaint investigations. Witnesses and collateral contacts are usually the most valuable sources of information. Witnesses are those people who have first-hand knowledge of the situation described in the complaint. Collateral contacts are those who may have experience or knowledge about the operation of the center but do not have first-hand knowledge of the allegation under investigation. When interviewing, the licensing specialist should:
Prepare carefully and identify questions or areas of questions to be asked in accordance with the investigation plan. Questions should be designed to be unbiased and to help the interviewee understand what the licensing specialist wants to know and how they can provide the information. Organize the questions in a logical sequence.
Conduct the interview in a private location whenever possible. Witnesses should be interviewed individually rather than jointly to avoid undue influence from the presence of others, including the licensee.
When interviewing center staff, do not interfere with the essential care and supervision of children in care. For example, utilize nap time or a time when extra staff is available. When scheduling the interview, ask the interviewee to suggest a convenient time and place.
In some instances, the licensing specialist may ask the interviewee to read, sign and date the written notes taken during the interview.
Much of the licensing specialist’s time during the complaint investigation will be spent interviewing witnesses or collateral contacts. Skill in conducting these interviews is critical to the outcome of the investigation. A few general guidelines for conducting interviews include:
Begin by informing the interviewee about the general nature of the complaint and the purpose of the interview;
Use unobstructed invitation-to-talk statements, e.g., “Can you tell me how Johnny hurt himself?”;
Use minimal verbal responses that indicate your interest (e.g. “Yes, um-huh”) but which do not interfere with the interviewee’s effort to talk;
Pay attention to non-verbal communication;
Ask one question at a time and keep it simple;
Attempt to get a witness either to corroborate the alleged facts or to discount them;
Use open-ended questions that require more than a minimal yes or no closed-ended response. Open-ended questions are generally prefaced by, “what, where, when, or how.” For example, ask, “How do you discipline the children?” rather than, “Did you hit Jeanne?”;
Do not ask leading questions. For example, ask “How does she discipline the children?” rather than, “She spanks the children, doesn’t she?”;
Use restatements to let the interviewee know that you are listening attentively and understand. This will also allow for correction of misunderstood or misinterpreted statements;
Use repetition to emphasize important points;
Avoid words that imply blame. For example, it is better to say, “The Department has some concern about Cindy’s physical wellbeing” rather than saying, ”The Department is trying to determine whether Cindy has been abused.”;
Avoid making facial or body gestures that convey a negative reaction;
Avoid using value-laden comments. For example, “What a horrible thing to do.”;
Request clarification when there are discrepancies in information;
Recognize that silence may be an effective way to stimulate conversation;
When concluding the interview, the licensing specialist should summarize and give a final opportunity to clarify or add information, indicate if there will be further contact and describe what will happen next. Express appreciation and leave a business card when leaving.
6.2.1.1 In Child Care Facilities
This page last updated 01/2017.