Casework Skills Test Question 61 – Agreeing a workable contact method with a shift worker
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Practice focus: Reasonable contact planning, secure messages and avoidable non-response
Difficulty: Easy
Scenario
A customer has missed three calls about evidence because they work rotating shifts and cannot answer on the production floor. They have replied to every secure message and ask for calls during a named lunch window or for questions to be sent through the secure account. Guidance allows agreed contact windows and secure written communication. A short extension can be given where service contact arrangements have contributed to delay.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Agree the lunch-time call window, send key questions securely in advance, record the preference and consider a short extension for delay caused by the earlier contact attempts.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Close the case for non-response because three unanswered calls show that the customer has not engaged.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Continue calling at different times each day until the customer happens to be available, recording every missed call.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Send a letter asking the customer to telephone the office within 48 hours and leave the existing evidence deadline unchanged.
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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