Judgement Test Question 60 – Conflicting evidence in a support claim
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
You assess applications for travel support. One customer states that they attend an approved activity four days each week, while the provider's letter says three days. The difference affects the award. The customer phones to say the provider recently changed their timetable and asks you not to delay the case. A colleague says the submission deadline is today and suggests refusing it so the team can close the queue. The rules allow a case to be paused where material evidence conflicts. You need to deal fairly with the customer, the provider and the pressure from your colleague.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Ask the provider to confirm the attendance pattern and tell the customer that the case will remain open while you wait.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Follow your colleague's suggestion and refuse the application because the documents do not match by the deadline.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Approve four days immediately because the customer has explained why the provider's letter may be old.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Explain the discrepancy to the customer, contact the provider for clarification, pause the case with a clear review date and record how the decision will be reached.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Ineffective
- Action C: Counterproductive
- Action D: Effective
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