Casework Skills Test Question 47 – Resolving ownership of a case transferred between teams
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Practice focus: Continuity, formal handover and customer communication
Difficulty: Medium
Scenario
A customer moved from one region to another while their case was being assessed. Your team holds the file, but the receiving team says the move date means your team should decide it. Colleagues in your team say the new region should take over. The transfer policy states that the team holding the case remains responsible until the receiving team formally accepts the transfer. An urgent evidence deadline is approaching.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Continue the urgent casework, send the formal transfer request with the relevant evidence, agree the handover point and keep the customer informed until acceptance is confirmed.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Return the case to the general queue marked as belonging to the other region and take no further action.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Tell the customer to contact both regions and ask them to decide which team should deal with the case.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Escalate the ownership dispute to both managers and pause non-urgent work until they respond, while taking any action needed to protect the immediate evidence deadline.
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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