21.10.2019 - 27.10.2019

This week at work I have completed the following work

• Accepted ATLAS items for change of circumstances including income and addresses. I have then processed these changes on Northgate where I could. Where I needed more information, I have written out or emailed the customer. 
• Accepted UC ATLAS items.  This mainly includes changes in UC income which I accept, check everything is in correctly and then calculate the claim. The claim is only calculated if the change is significant or it has been longer than three months since it was last calculated. 
• Processed several new claims and change in circumstance work that customers have informed us of online.

I have also spent time going through my expired pending and matched work in my tray.

I have been logged onto the 'rostrvm' system and answered phone calls from the public regarding their housing benefit and council tax reduction claims. During one phone call I spent almost 2 hours trying to resolve the persons issue. She was an elderly lady who seemed to have some memory problems. I had to spend my time talking to her gently to try and coax information from her and stop her panicking.
During this call I also contacted other departments within Kirklees such as Kirklees Neighbourhood Housing, Client Financial Affairs and Social Services. I have used this case for some of my evidence.

Northgate was down all day on Thursday 24 October 2019 due to a system upgrade. I spent this day as a study day, where I wrote up some evidence and uploaded this to skilsure. I also started on the citizenship project and emailed my ideas to the rest of the team.