Casework Skills Test Question 33 – Resolving two applications with different income figures
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Practice focus: Duplicate records, audit trails and evidence reconciliation
Difficulty: Hard
Scenario
The same customer has an online application and a paper application for the same support. Both were received before the deadline. The paper form gives a lower monthly income than the online form, and different evidence is attached to each. Duplicate-case guidance says a case must not be closed until the intended application and all relevant evidence have been identified. The audit history must be retained.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Compare the dates and evidence, contact the customer to clarify which information is current, retain both audit trails and combine the relevant material before making a decision.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Process the online application because it entered the system first, and close the paper application as a duplicate without reviewing its attachments.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Use the average of the two income figures so neither application is treated as more reliable than the other.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Place both applications on hold and ask a senior colleague to decide which one should be used, without first comparing the evidence or contacting the customer.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Effective |
| Action B | Counterproductive |
| 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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