Casework Skills Test Question 53 – Responding when a customer asks for a disclosure to stay off the record
On this page
Practice focus: Sensitive disclosures, transparency and minimum necessary recording
Difficulty: Hard
Scenario
During a call about missing evidence, a customer says they may lose their temporary accommodation this week. They ask you to keep this off the record because they are worried the information will be shared widely. Guidance requires material circumstances affecting a case to be recorded, but sensitive notes can be restricted to staff who need access. An urgent support referral is available with the customer's agreement.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Promise not to record the disclosure and use it informally when deciding how much time to allow for the missing evidence.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Ask the customer to email the information later and continue the call without considering the accommodation risk or the evidence deadline.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Explain why a minimum record is needed, restrict access to the sensitive note, discuss the effect on the evidence deadline and offer the urgent support referral with the customer's agreement.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Record the full conversation word for word without discussing this with the customer, then make the urgent referral on their behalf.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Counterproductive |
| Action B | Ineffective |
| Action C | Effective |
| 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.
Join our careers service to read more...
If everyone knew the best tricks and tips then they would no longer work! That is why the best guidance is for members only.
Subscribe to open the locked section on this page and get access to the full Civil Service Careers premium library.
Get help with applications, interviews, behaviours, personal statements, CVs, tests, workplace problems, promotions, and career decisions, all written for people who want a better result.
Already subscribed? Log in