Casework Skills Test Question 45 – Responding to repeated errors found during quality checking
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Practice focus: Systemic error, corrective review and service learning
Difficulty: Hard
Scenario
While quality-checking a case, you discover that an outdated threshold has been used. A quick search shows that the same wording and calculation appear in many decisions completed by the team during the past month, including some refusals. The current guidance gives a different threshold. Your manager and a technical lead are available, and the affected cases can be identified from the system.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Raise the issue immediately, stop further use of the outdated threshold, identify affected cases and agree a controlled review and customer-correction plan with the manager and technical lead.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Correct the case currently being checked and leave previous decisions unchanged because customers can challenge them if they disagree.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Send colleagues an informal message reminding them to use the current guidance, but do not identify or review completed cases.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Review a small sample of affected cases to estimate the scale before asking the manager to authorise a wider exercise.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Effective |
| Action B | Counterproductive |
| Action C | Ineffective |
| 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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