Work Strengths Test Question 40 – Supporting a vulnerable user within the rules
Read the scenario and rate every action independently. More than one action can receive the same rating.
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Scenario
A user with significant health difficulties has missed a standard evidence deadline and says they could not obtain the document in time. The usual process allows limited discretion where there is a clear reason, but the information currently recorded is incomplete. A generic refusal would be quick, while a specialist team can advise within one working day. The user is anxious and asks what will happen next.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Transfer the case to the general enquiries queue and ask that team to decide what to do.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Refer the case to the specialist team with a clear summary and tell the user when they should receive an update.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Send the standard refusal immediately because the evidence deadline has passed.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Clarify the reason and available evidence, check the discretion guidance, involve the appropriate lead if needed and explain the next step and timescale to the user.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Fairly Effective
- Action C: Counterproductive
- Action D: Effective
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