Page 8 - QAP Manual 2020

Quality Assessment Project Procedures
2020

Deciding Whether the Consumer Can Be Surveyed
Do not completely rely on the opinion of others (or what may be written in the Background
Information) regarding the ability of the consumer to participate in the survey. You will need
to make that determination yourself. Using small talk to get acquainted is an opportunity to
help you determine if the consumer can communicate sufficiently to complete Section 1.
Proceed with the survey in order to make that determination. If the consumer can
communicate even with limited responses, you should go through each of the questions,
rephrasing and clarifying as necessary.

ONLY THE CONSUMER CAN PROVIDE ANSWERS TO SECTION 1

Proxy Determination

Follow procedures for Proxy Determination in the
Remote Surveying Protocol located at the end of this manual

If the consumer requires assistance to answer questions, you may use a proxy in Section 2.
This proxy should be familiar with the consumer and can provide information on day to day
activities. The proxy, however, cannot be the regional center service coordinator.

It is also important that the consumer be present for as much of the survey as possible (unless
he/she chooses not to). In this way, you can respect and maintain focus on the individual.
Even if the individual is not the primary respondent, be mindful to continue intermittent eye
contact, smiling, talking to the individual and encouraging participation.

WHENEVER A PROXY IS USED IN SECTION 2, PS-4 SHOULD
INCLUDE THE NAME, RELATIONSHIP, AND PHONE NUMBER
OF THE PROXY.

Establishing Rapport
Smile. Put the person at ease. Engage in small talk. Share something about yourself.

Convey your interest in listening to the respondent. Be sure the person clearly understands
you; explain or rephrase the question if necessary. Focus on what the person says in response
to questions. Pay careful attention to the person’s feelings, words, tone, and body language.
Move from question to question at a reasonable pace for yourself and the respondent. If too
fast, meaning, mindfulness, and engagement can be lost. If too slow, people can lose interest,
and be less mindful (or thoughtful) in understanding and expressing themselves.

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