Civil Service Casework Skills Test practice questions, answers and detailed explanations.
Previous question | Back to question bank | Next question Test part: Part 2: Effectiveness ratingsPractice focus: Quality controls, constructive challenge and delivery pressureDifficulty: Medium Scenario Near the end of the month, your manager asks the team to clear as many cases as possible. They suggest that staff could skip the required second-person check on…
Previous question | Back to question bank | Next question Test part: Part 2: Effectiveness ratingsPractice focus: Withdrawal requests, material evidence and limits of authorityDifficulty: Hard Scenario A customer asked yesterday to withdraw a voluntary review of their payment. Before the case is closed, an employer data feed arrives showing earnings for a period in…
Previous question | Back to question bank | Next question Test part: Part 2: Effectiveness ratingsPractice focus: Accurate notifications, appeal rights and proportionate correctionDifficulty: Easy Scenario A decision has been quality checked and is ready to issue. You notice that the letter template states that the customer has 28 days to appeal. Current guidance, confirmed…
Previous question | Back to question bank | Next question Test part: Part 2: Effectiveness ratingsPractice focus: Sensitive disclosures, transparency and minimum necessary recordingDifficulty: Hard Scenario During a call about missing evidence, a customer says they may lose their temporary accommodation this week. They ask you to keep this off the record because they are…
Previous question | Back to question bank | Next question Test part: Part 2: Effectiveness ratingsPractice focus: Linked records, evidence ownership and audit trailsDifficulty: Medium Scenario Two children in the same household have separate support cases. A medical letter for Child A has been scanned onto Child B's case because the family reference was used…
Previous question | Back to question bank | Next question Test part: Part 2: Effectiveness ratingsPractice focus: Complaints, disputed assurances and independent case decisionsDifficulty: Medium Scenario A customer says an adviser told them by telephone that their application was guaranteed to be approved. There is no call recording, and the adviser says they only explained…
Previous question | Back to question bank | Next question Test part: Part 2: Effectiveness ratingsPractice focus: Alternative channels, receipt dates and service continuityDifficulty: Medium Scenario The online evidence portal will be unavailable for maintenance from Friday afternoon until Monday morning. Several customers have evidence deadlines over the weekend. Guidance allows evidence to be accepted…
Previous question | Back to question bank | Next question Test part: Part 2: Effectiveness ratingsPractice focus: Information access requests, third-party data and authorised disclosureDifficulty: Medium Scenario A customer asks you to email them a complete copy of their case file. The record includes documents the customer supplied, internal decision notes and information provided by…
Previous question | Back to question bank | Next question Test part: Part 2: Effectiveness ratingsPractice focus: Automated indicators, conflicting evidence and active resolutionDifficulty: 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…
Previous question | Back to question bank | Next question Test part: Part 2: Effectiveness ratingsPractice focus: Identity matching, financial harm and incident handlingDifficulty: Hard Scenario A customer says money has been taken from their payment for a debt they do not recognise. You find another case with the same name and a similar date…