— Quality Studies Depend on Quality Data Collection: Tips & Techniques for Selecting, Training & Retaining Quality Interviewers

Erschens HJ, Iowa City VAHCS CADRE; Franciscus CL, Iowa City VAHCS CADRE; Mengeling MA, Iowa City VAHCS CADRE; Booth BM, CEMHOR COE & University of Arkansas for Medical Sciences, Little Rock, AR; Torner JC, Iowa City VAHCS and Carver College of Medicine Public Health Division, University of Iowa Hospitals and Clinics; Sadler AG, Iowa City VAHCS CADRE;

Objectives:
To describe a process of recruiting, training and retaining quality interviewers for computer-assisted telephone interviews (CATI) with female OEF/OIF Regular Military and Reserve and National Guard post-deployment populations that resulted in high participant satisfaction evidenced by feedback.

Methods:
14 female interviewers were hired for two consecutive studies consisting of over 1,300 interviews, averaging 90 minutes in length, completed during a 13-month period. Prior experience supported recruiting interviewers with previous research experience and/or customer service/interpersonal skills. Training was designed to educate interviewers about human subjects’ research, study-specific topics, including dealing with sensitive information, and protocol to insure participant safety and safeguard against adverse events. Training was conducted in a group and one-on-one, including a test interview, to insure consistency of method. Motivational tools, such as interview progress charts, appreciation dinners/certificates and debriefing, were used to boost morale, group cohesion, and interviewer retention. Quality assurance (QA) protocol required random selection of 3% of interviews and an additional one per interviewer per month. QA interviews were approximately 2 minutes in duration. Subjects were re-asked a small number of CATI questions to determine consistency of responses, and then to rate their interviewer on professionalism, understandability of questions, and satisfaction with participation in the study using a rating scale from 1(low) to 5(high). All aspects of QA were tracked using a Microsoft Access 2007 database, and interviews were conducted using Blaise CATI software.

Results:
100% (8) of the interviewers completing the first study agreed to continue with the second study Of the 141 QA interviews completed, 89% of respondents rated the professionalism of the interviewer as 5(high). 64% rated the understandability interview questions as 5. 72% rated their level of satisfaction with participating at the highest level.

Implications:
Using these methods (that will be further detailed) leads to higher staff retention, consistency of data, satisfied participants, and reduced cost associated with hiring and training new interviewers.

Impacts:
For many subjects, these studies were their first experience with the VA. By making it a positive one, this may lead to increased willingness to seek care at a VA or participate in future VA research. These interventions decrease research budget costs.