Judgement Test Question 69 – Outdated identity evidence note
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
You process applications for a travel support scheme. The current online procedure, updated last month, accepts either a passport or a full birth certificate as identity evidence. An older laminated desk note lists passports only. Mark, an experienced colleague, tells an applicant that the birth certificate will be rejected because the team has always asked for passports. The applicant is worried because they need a decision before a hospital appointment next week. The case system accepts the certificate and the rest of the application is complete. You need to resolve the disagreement fairly and prevent colleagues relying on the old note again.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Show Mark the current procedure, accept and record the birth certificate, explain the decision to the applicant and arrange for the old note to be removed.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Ask the team leader to confirm the current rule, keep the application open and update the applicant once you receive the answer.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Tell the applicant to wait until the desk note has been formally updated before the application is considered.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Follow Mark's usual practice and reject the application because a passport was not supplied.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Fairly Effective
- Action C: Ineffective
- Action D: Counterproductive
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