Who should take the intake decision?
A fictional intake team has a callback request and an unresolved file status.
The question
The caller asks for a routine status call by 14:00. The exercise instruction permits recording the requested time and routing it internally. The intake owner clears substantive work. The supervising lawyer decides whether to give a factual acknowledgment.
- CallbackRequested by 14:00.
- Intake recordStatus awaits confirmation from the owner.
“What can you do before the owner replies?”
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A strong answer, step by step
Open each step in turn. This is one strong answer, not the only one.
Step 1: Read the instruction
What would you do here? Open the move you’d make.
Record and route the callback request
The strong move. That action is inside the exercise instruction.
Start the substantive work while waiting
Tempting, but it misses something. The intake owner still needs to clear it.
Promise the caller a substantive answer by 14:00
Tempting, but it misses something. The request gives a preferred time. The exercise leaves any response to the supervisor.
See how a strong candidate says it
“I can record the requested time and route it to the supervising lawyer. I’ll keep the work within those instructions.”
Why it works: The packet assigns the intake decision to a named owner.
Step 2: Find the owner
What would you do here? Open the move you’d make.
Check status and give the supervisor the requested time
The strong move. That keeps the decision with the intake owner and the communication with the supervisor.
Ask the caller to decide whether the file can proceed
Tempting, but it misses something. The packet assigns that decision to the intake owner.
Wait for the status before telling the supervisor
Tempting, but it misses something. The supervisor may need to arrange a factual acknowledgment before the owner replies.
See how a strong candidate says it
“I’ll ask the intake owner for the recorded status. I’ll let the supervisor know about the 14:00 request now.”
Why it works: The two owners need different information. The supervisor can plan for the requested time.
Step 3: Flag the delay
The intake record is marked Pending. A similar organisation name needs the intake owner’s review. The owner expects to reply at 14:15.
What would you do here? Open the move you’d make.
Flag the pending status and both times now
The strong move. The supervisor can decide what communication the instruction permits.
Mark the file cleared because the names are only similar
Tempting, but it misses something. The named owner is still reviewing the match.
Wait until 14:15 to tell the supervisor
Tempting, but it misses something. That would miss the requested callback time.
See how a strong candidate says it
“The file is Pending. The owner expects to reply at 14:15, which is 15 minutes after the requested callback. I’ll tell the supervisor now and keep substantive work on hold.”
Why it works: The revised timing changes who needs the update and when.
Step 4: Give the handoff
What would you do here? Open the move you’d make.
Ask the supervisor to decide the acknowledgment
The strong move. The packet assigns that communication decision to the supervisor.
Explain to the caller why the name match occurred
Tempting, but it misses something. The exercise provides an internal review status and no approval to discuss it externally.
Mark the file refused
Tempting, but it misses something. Pending is the only status the intake owner has recorded.
See how a strong candidate says it
“I’d give the supervisor the pending status and the two times. I’d ask whether they can arrange a factual acknowledgment. The intake owner still has the file decision.”
Why it works: This keeps the handoff specific and preserves both roles.
The answer, in short
- Decision
- Escalate the timing and leave intake clearance with its owner.
- Because
- The requested callback comes 15 minutes before the expected review.
- What would change it
- The owner’s documented decision or a revised supervisor instruction would change the next step.
Common traps
- Keep both times in the handoff.
- Use the recorded status.
Check your answer
- I recorded the callback request.
- I named the intake owner.
- I flagged the delay before the call.
- I kept substantive work within the instruction.
Last reviewed Nov 11, 2026