Casework Skills Test Question 58 – Checking a disputed match from an external data source
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Practice focus: Automated indicators, conflicting evidence and active resolution
Difficulty: Hard
Scenario
An external data match indicates that a customer started full-time work three months ago. The customer says the record belongs to someone with a similar name and provides recent payslips showing only occasional agency shifts. Guidance says the match is an indicator that must be checked and must not be treated as conclusive evidence. The source dates, identifiers and customer evidence should be compared before a decision is made.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Reduce the customer's support using the external match because official data should take priority over documents supplied by the customer.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Compare the identifiers and dates in both sources, check the payslips, ask focused questions about the agency work and record why the evidence supports the final conclusion.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Place the case on hold until the external organisation corrects or confirms its record, without taking any other steps in the meantime.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Ignore the external match because the customer disputes it and has supplied payslips.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Counterproductive |
| Action B | Effective |
| Action C | Ineffective |
| Action D | Ineffective |
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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