"There was an employee who was having a crisis and wanted permission to take a mental health day. I took a look at the schedule and felt that it would be better for the store to let them make up the time on a day where we were slightly understaffed. Our manager normally was the one we would have to check in with for such things, and it was the normal affair of asking for their approval first. But I felt I was pretty good at anticipating the needs of my manager, and rather than calling them at home, rather than potentially waking them from sleep, I approved the shift change. When my manager came in towards the tail end of my shift, I informed them of my decision and apologised for overstepping my bounds. They, however, agreed with my judgement call, and thanked me for making an informed decision."

A work coach often may be required to navigate difficult territory, and will have to take a certain degree of calculated risk. This question aims to help the interviewer determine your approach to problem solving, how resourceful you are, and how sound your judgement is, and how informed your decision making is, despite not having all the information at your disposal. The DWP offers guidance on their website for using the STAR approach (Situation/Task/Action/Result) and the WHO model (What/How/Outcome) for when answering questions such as these. So put either model into action here while formulating and delivering your answer.