Common issues and expected responses Below is a table which shows a list of issues or complaints that may arise at recruitment interviews and the role of the LR if this happens. These are possible examples and local discretion should be used. Issue/ Complaint Lay Rep Recruitment Lead Clinical Lead Patient Identifiable Data To observe discussion and take appropriate notes To ensure consistency in approach To offer advice and input to discussions if and when required To discuss with candidate and decide on action based on seriousness of confidentiality breach and candidate response/ insight Probity (overstating) To observe all discussions and ensure adequate notes are taken To raise any concerns with the consistency of the approach/decision To offer advice and input to discussions if and when required To offer information provided during application process e.g., self-assessment questions/guidance To review areas of concerns with panellists To discuss concerns with applicant and decide on the action to be taken Probity (Plagiarism) To observe all discussions and ensure adequate notes are taken To raise any concerns with the consistency of the approach/decision To offer advice and in- put to discussions if and when required To review evidence and discuss areas of concern with panellists To discuss concerns with applicant and advise of potential outcomes
Issue/ Complaint Lay Rep Recruitment Lead Clinical Lead Applicant complaints To escalate the complaint to RL and CL To ensure that appropriate action is taken with regard to complaints To ensure that decisions are fair and consistent for all candidates, note details as appropriate To ensure that all applicant complaints arising on the day are dealt with and any outcomes facilitated To provide an experienced team member to assist with any issues raised during check out To make decisions based on the evidence available and where possible resolve action on the day e.g. re-interview a candidate Venue Raise any concerns with the RL Liaise with the venue team on the day to facilitate any adjustments Raise any concerns with the RL Panellists Through observations and applicant feedback report any issues or deviation from processes & support CL & RL in resolving Advise on process and procedures Ensure any deviation from processes are discussed with panellists and manage panel swaps should this be required
Starting the day Check to see if any panel members know candidates due to attend and resolve through discussions with RL & CL Ensure all panels are happy with the documentation and have everything required Assist CL with walk through of circuits answering FAQS Ensure timers and document checkers are ready to start Introduce LR to recruitment staff Walk through circuit to answer all FAQs Manage any last minute panel swaps During the day Observe all panels/stations regularly to ensure a consistent approach Raise any immediate issues to RL & CL Liaise with document checkers and timing staff throughout the day to ensure circuits are running to time. Trouble any issues as they arise Be on hand to respond to calls throughout the day Liaise with RL and LR as to any issues that may have occurred Lunch and Breaks Ensure all score sheets are present and collected throughout the day Ensure all staff have adequate time for all breaks Coordinate breaks ensuring the process is not affected. Coordinate panel breaks Ensure panel members are returning from breaks at the correct times
Wash up/rolling discussions Keep clear and concise notes on each candidate discussion witnessed Comment on levels of consistency Discuss potential candidates for review with CL and LR Lead the wash up Use clinical knowledge to lead discussion and make a final appointability decision Closing and documentation Deliver all from the day and ensure forms are accurately completed Ensure all paperwork and feedback is received and signed Ensure security of the score sheet Read and confirm all comments are accurate and any issues on LR report
Wrong rotation order - candidate not expected at station: Confusion regarding experience/CV Confusion regarding questions on different scenario than expected Confusion to less time answering questions Provide interview panel with all facts. Candidate must be the right scenario and provided with scheduled time to read it. Candidate must be given scheduled amount of time to complete station. Interruptions – fire alarms, phone calls, etc. Candidate interview disrupted, potentially causing confusion or less time at station Rotation should be extended to allow extra minutes for time disruption lasted. Interview panel should note disruption on score sheets, as well as period of extension if this was implemented. LR should note incident on Lay Representative report. Delayed entry - due to locked door, malfunctioning equipment, etc. Candidate interview disrupted, potentially causing confusion or less time at station Rotation should be extended to allow extra minutes for lost time This should be noted on interviewer score sheets Panel oversight – failed to view/ collect portfolio summary sheet, etc Less effective interview for the candidate LR/RL should speak to interview panel as soon as discovered and determine whether full assessment was possible without view/collection of portfolio summary score sheets. Notes should be made on interview score sheets. This should be noted on the Lay Representative report.