Problem Sensitivity and Judgment Flashcards

A city parks employee, while cleaning a playground, finds a wallet on a bench. The wallet contains a driver's license, credit cards, and a significant amount of cash. What is the most appropriate immediate action for the employee to take?

Answer: Secure the wallet and immediately report the finding to their direct supervisor or the designated lost-and-found authority.

This action follows proper procedure, ensures the wallet and its contents are safe, and protects the employee from any accusations of theft. It is the most responsible and professional choice, creating a clear chain of custody for the found property.

You are a city office administrator reviewing employee expense reports. City policy states that all travel expenses over $25 require an itemized receipt and that meal reimbursements are not permitted for non-overnight travel. Which of the following expense report entries represents a problem that requires follow-up?

Answer: A claim for a $15.00 lunch during a regular workday with an itemized receipt.

The policy explicitly forbids meal reimbursements for non-overnight travel. The lunch claim violates this rule, regardless of the amount or the presence of a receipt. The other expenses are either under the receipt threshold or have the proper documentation.

A city librarian is approached by a teenager who is visibly upset and distressed. The teenager quietly asks for information on youth shelters and crisis hotlines but seems hesitant to provide any personal details. What is the librarian's most appropriate response in this situation?

Answer: Discreetly provide the requested information, such as pamphlets or a list of resources, and let them know they are in a safe place.

This response respects the individual's privacy and immediate need while providing the requested public information. It is helpful, non-judgmental, and maintains the library as a safe community space. Insisting on details or involving security without a clear, immediate threat could escalate the situation or scare the teenager away.

You are working at the front desk of a busy city agency. At the same moment, the following four events occur. Which of these should you address first?

Answer: An elderly visitor trips on a rug and appears to be in pain.

Potential human injury and safety is always the highest priority in any workplace. The other tasks are routine and do not involve immediate risk to a person's well-being. They can wait until the visitor's situation has been assessed and addressed.

A city planner has access to confidential bids submitted by several construction companies for a major infrastructure project. Before the official selection is made, the planner mentions to a friend who works at one of the bidding companies that their company's bid is 'looking very competitive.' Which of the following is the most serious potential problem with the planner's action?

Answer: It could be perceived as a breach of confidentiality and compromise the integrity of the bidding process.

The competitive bidding process must be fair and confidential to all participants. Sharing any information, even if vague, can create an appearance of favoritism or an unfair advantage. This undermines public trust, compromises the integrity of the procurement process, and could lead to legal challenges.

While inspecting a residential street for potholes, a Department of Transportation employee is approached by a resident who complains angrily about a neighbor's overgrown hedge blocking the sidewalk. The employee's job is to report road conditions, not property violations. Based on the principle of providing helpful public service, what is the employee's best course of action?

Answer: Listen to the complaint politely and advise the resident on the correct procedure, such as calling 311 or contacting the appropriate city agency.

While the issue is outside the employee's direct duties, a good public servant helps citizens navigate the city's systems. This response is helpful and directs the resident to the correct resource without being dismissive, making false promises, or accepting a responsibility that is not theirs.