Casework Skills Test Question 63 – Assessing an unverified social-media screenshot
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Practice focus: Third-party allegations, source reliability and fair enquiry
Difficulty: Hard
Scenario
A third party sends a screenshot of a social-media post that appears to show a customer running a business while receiving support based on low income. The account name is similar to the customer's name, but the image does not show a date or a verified profile link. Guidance says open-source information may justify further enquiry but must not be the sole basis for an adverse decision. The customer must have a fair chance to respond to material concerns.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Place the screenshot on the file and ask the customer to comment on it, but do not attempt to verify the account, date or original source.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Ignore the screenshot completely because social-media material can never be used in casework.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Record the source, check whether the account and timing can be verified, compare other evidence and ask the customer focused questions before deciding what weight to give the screenshot.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
End the award because the screenshot shows that the customer has undeclared business income.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Fairly Effective |
| Action B | Ineffective |
| Action C | Effective |
| Action D | Counterproductive |
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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