Relationship Building & Rapport
What’s one open-ended question you can use during an intake to help a youth open up?
“Tell me about what you’re hoping to get out of this program.”
A student arrives smelling strongly of marijuana. What is your first step?
Ensure the student is safe, notify supervisor per policy, document, address supports—not discipline.
What is one soft skill employers consistently look for?
Communication, teamwork, punctuality, etc.
Can you add a youth to your personal social media?
Typically not
What is the acronym stand for in HIGHTS?
Helping Inspire Gifts of Hope, Trust, and Service
This communication skill involves repeating back what the youth said in your own words to confirm understanding.
“What is active listening?”
A youth consistently shows up hungry. What resource should you connect them with?
Food pantry, school meal programs, or internal support services.
What is the first step in helping a youth build a résumé?
Collect their experience, skills, and education.
When a youth gives you a monetary gift, what is the safest practice?
Kindly decline and explain HIGHTS policy.
What is HIGHTS' Mission Statement?
HIGHTS’ mission is to transform youth in Western North Carolina by inspiring trust in their own abilities, connection to a caring community, and hope for a better future.
Name one nonverbal cue that builds rapport with youth.
“What is maintaining eye contact / nodding / open body posture?”
A youth reports having no clean clothes. What immediate option can you offer?
Resource referral for laundry assistance, school-based closet, hygiene kit, etc.
A youth needs interview clothes but can’t afford them. What do you do?
Refer to clothing closet, partner organization, or program funds if allowed.
If you know a youth outside of work (family friend), what must you do?
Notify supervisor due to potential conflict of interest.
What is the role of a Career Coach or a Case Manager?
To support youth....
A youth refuses to engage in conversation. What is a helpful next step?
“Give them space, reduce pressure, and try again with a low-stakes question.”
A youth appears depressed or disengaged. What standard protocol should you follow?
Conduct a check-in, notify supervisor, follow mental health referral protocol.
A youth says they have no work experience. What can you help them identify?
Volunteer work, babysitting, chores, school activities = transferable skills.
A youth shares a dangerous secret. What overrides confidentiality?
Signs of harm to self or others, or mandated reporting.
What does our Workforce program offer that makes us unique?
Explain...
A youth says “You don’t understand my life.” What is an appropriate validating response?
“I might not understand everything, but I’m here to support you and want to listen.”
A youth discloses witnessing domestic violence at home. What is your required immediate action?
Mandatory reporting, documentation, supervisor notification.
What’s one way to help a youth practice for an interview?
Conduct a mock interview with feedback.
Name one sign of boundary crossing.
Personal texting, giving rides without approval, oversharing, etc.
What is our reporting protocol for critical incidents?