In your agency you have responsibilities of processing clients with appointments. On a busy day, a client arrives without an appointment insisting to see the person handling her case. What should your first action be?

• A. Schedule for later
• B. Refer to receptionist
• C. Ask her to explain the urgency
• D. Direct to other staff

Answer: (C)

The main idea here is triage: quickly determine how urgent the situation is so you can respond appropriately without derailing the schedule. When a client arrives without an appointment, the first action is to ask her to explain the urgency. This simple step reveals why she needs to be seen now, whether the issue can be addressed promptly, or if an appointment or referral is the right path. It also communicates that you’re listening and helps set realistic expectations for the client and for others waiting. Depending on what she says, you can decide whether to accommodate right away, arrange a same-day slot with the appropriate staff, or direct her to the receptionist or another staff member to handle the situation while keeping the department running smoothly. If the urgency isn’t high, you have the information needed to proceed to the next best step without disrupting scheduled appointments.