Judgement Test Question 51 – Public enquiries after a national announcement
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
A national announcement says that your service will expand later in the year. Detailed eligibility guidance has not yet been issued, but public enquiries increase immediately. Some front-line colleagues have started answering from news reports, while others tell customers that the announcement has nothing to do with the current service. Your team needs an interim response that supports the wider announcement without promising decisions that cannot yet be made. You can contact policy and communications colleagues, brief staff and record the questions customers are asking. Full guidance is expected within two weeks.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Publish a link to the announcement and explain that detailed eligibility information will follow when it is confirmed.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Tell colleagues to use the national news coverage because it contains the most recent information available.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Confirm the facts with policy and communications, issue an interim script, brief colleagues and collect recurring questions to support the detailed guidance.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Tell every customer that no information can be provided until the full guidance is published.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Counterproductive
- Action C: Effective
- Action D: Ineffective
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