Gemma Vito Email & Phone Number

Peterlee, County Durham

Working with a rolling caseload of members of the public, wanting support, advice and guidance, training and mentoring through the financial aid of the European Social Fund. Responsible for clients from start to end of the provision, effectively engaging with them at every opportunity. Identifying individual needs as well as tackling their very individual barriers, so as to move them closer to the labour market. Excellent diary management of working week, beingadaptable and very flexible, to ensure both client and business needs are met. Management ofown budget, reviewing and monitoring individual spend and report to Performance Manager.Working outreach within the local community, setting up and building excellent relationshipswithin the community. As consultant I was also responsible for planning, arranging and delivering group sessions, as well as selling the ESF provision to local schools, community centre’s, businesses and organisations. The role also involved demonstrating excellent flexibility, often managing change at short notice in order to serve the client better and deal with urgent labour market opportunities. Using information, advice and guidance with every client, as well as mentoring and support.‘Lead’ role enabled me to have responsibility for a team of consultants, dealing with guidance issues, offering them support and ensuring the team targets were met. Leading in directly to the Performance Manager, I was responsible for implementing local changes to my team, such as issues with the site and changes to accuracy.

Nationwide

Income Support Claims Officer26 week classroom training in order to be fully trained on a hugely complex state benefit - client groups for entitlement as well as laws and regulations surrounding Income Support entitlement. Processing a high number of claims each day whilst being targeted on 100% accuracy - always safeguarding against fraudulent claims and possible overpayment of tax-payers money.Identifying any underpayment of benefit and calculating arrears due to some of the most vulnerable people in society, ensuring correct benefit paid at all times to avoid hardship and distress. Dealing with the public by telephone, written correspondence and also the Reception area - dealing with people recently bereaved, mental health clients, pensioners, ex offenders and other vulnerable clients. Dealing with a vast number of enquiries from members of the public. Benefit entitlement advice for Income Support, Incapacity Benefit, Jobseekers Allowance, Child Benefit, Tax Credits and Retirement Pension. Having excellent communication skills and empathy when dealing with extremely sensitive situations regarding criminality, child protection and mental health matters.Always giving the very best level of service whilst balancing the rules and regulations regarding government policy. Part of an accuracy team checking 100% accuracy on state benefit payments of Income Support - a ’means tested’ benefit. Ensuring that staff processing weekly payments were using all correct rules and regulations, as well as specific laws in relation to departmental legislation. Digesting and relaying to the team all new rules and regulations in an ever changing ’benefits’ system. Managing staff and targets on an extremely busy section, as well also having my own caseload of work, making decisions on higher’ grade applications such as ’residence’ tests and ’right to work in the UK'.