Casework Skills Test Question 39 – Recovering an evidence appointment after an interpreter was not booked
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Practice focus: Accessibility, deadlines and service recovery
Difficulty: Medium
Scenario
A customer requested an interpreter for an evidence call scheduled tomorrow. A booking error means no interpreter has been arranged. The evidence deadline is in three days. Guidance allows the appointment to be rearranged and the deadline extended where the service has failed to provide an agreed adjustment. Approved telephone and written translation services are available.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Contact the approved interpreter service urgently, and if suitable support cannot be secured, rearrange the call, extend the deadline and explain the revised plan to the customer.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Ask the customer to use a family member to interpret so the original appointment can still go ahead.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Continue the call in English, speak slowly and record that the customer had difficulty understanding some questions.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Cancel the call, arrange for the questions to be translated in writing and extend the deadline, without first checking whether the customer can use written communication effectively.
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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