Casework Skills Test Question 34 – Handling an urgent hardship request with missing evidence
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Practice focus: Urgency, interim decisions and evidence requirements
Difficulty: Medium
Scenario
A customer says they have no money for food and asks for their support payment to be released today. A required bank statement is missing. The file contains completed identity checks and other evidence suggesting likely eligibility. Guidance permits an interim payment in urgent hardship cases after a risk assessment and supervisor authorisation. The missing evidence must still be obtained for the final decision.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Complete the urgent risk assessment, speak to the customer about the immediate need, seek authorised consideration of an interim payment and explain what evidence is still required.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Refuse to take any action until the bank statement is received because incomplete cases cannot be decided.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Approve the full payment immediately because the customer's account of hardship is more important than the missing document.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Give the customer details of an emergency support service, continue the ordinary evidence request and leave the case in its current queue position.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Effective |
| Action B | Ineffective |
| Action C | Counterproductive |
| Action D | Fairly Effective |
Members can unlock the full explanation for all four actions, including how evidence, fairness, confidentiality, customer impact and authority affect each rating.
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