IBRAHIM AFZAAL
Parkwood,Australia
Summary
Dynamic Senior Compliance and Investigations Officer at NDIS Quality and Safeguarding Commission, skilled in legal research and conflict resolution. Successfully conducted complex investigations, ensuring compliance and safeguarding rights of individuals with disabilities. Proven leadership in team management and analytical thinking, driving best practices and enhancing service quality.
Overview
8
8
years of professional experience
Work History
Senior Compliance and Investigations Officer – Housing and Living Support - Regulatory and Campaigns Division
NDIS Quality and Safeguarding Commission
05.2024 - Current
- Conducting investigations and compliance activities into disability service providers and their responses to issues of conflict of interest, choice and control, safety and service agreements for people with disability
- Conducting investigations into alleged breaches for Commonwealth legislation primarily in complex matters
- Preparing and presenting evidence for other law enforcement agencies
- Prepare reports on site visits and provider tracking including recommendations and ensuring that non-compliance issues are identified, recorded and escalated appropriately, including providing recommendations for best practices, risks and quality
- Working with individual providers and workers to assist them in understanding their obligations, and where non-compliance may have occurred, guiding them to address those issues and risks
- Monitoring and performing compliance duties regarding SDA (Specialist Disability Accommodation) and SIL (Supported Independent Living)
- Applying legislative provisions including NDIS Act 2013 and Regulatory Powers (Standard Provisions) Act 2014 for the required purposes
- Safeguarding rights of NDIS participants, achieved by working with people with disability, providers and the community
- Working both independently and as a team player to ensure the team is performing at an optimum level by assisting them with their questions and trying to find solutions together
- Assisting the department with regulatory response to non-compliance
Delegate – Liability and Compensations – Permanent Impairment Team (Sydney Office)
Department of Veteran’s Affairs
10.2023 - 04.2024
- Handling weekly allocation of claims of 18 against a KPI of 9 submitted DRCA PI claims a week
- Generating medical reports with evidence and medical conditions detailed with Trim references
- Providing Client Support through Delegate/Team Leader Direction
- Providing information and responding to Veterans phone calls and email in a timely manner
- Explaining reasons for decisions in an easy and understandable manner
- Managing a case load of 30-40 cases monthly
- Cases are primarily medical discharge, compensations, RTW and Rehab
- Achieve productivity and case load targets as set in KPI’s
- Exercise delegations under the Safety, Rehabilitation and Compensation (Defense-related Claims) Act 1988 (DRCA) in relation to the provision of compensation services, in accordance with policy and operational guidelines
- Act in accordance with and apply the relevant legislation, including, but not limited to: VEA, MRCA, DRCA, Public Governance, Performance and Accountability (PGPA) Act 2013, Privacy Act 1988, Freedom of Information Act 1982, and the Public Service Act 1999
- Working with other business areas within DVA to resolve issues, as appropriate
Delegate – Compensations and Claims- Incapacity Payments (Perth Office)
Department of Veteran’s Affairs
01.2023 - 10.2023
- Managing a case load of 30-40 cases monthly
- Cases are primarily medical discharge, compensations, RTW and Rehab
- Achieve productivity and case load targets as set in KPI’s
- Exercise delegations under the Military Rehabilitation and Compensation Act 2004 (MRCA) and the Safety, Rehabilitation and Compensation (Defense-related Claims) Act 1988 (DRCA) in relation to the provision of compensation services, in accordance with policy and operational guidelines
- Investigating and processing of new claims for medical discharge – ADF veterans who have been discharged due to incapacity
- Identify high risk/complex clients and implement strategies to ensure client safety, which may include referral to appropriate management areas within the Department or establishing case conferences with internal mental health professionals and team
- Monitor and manage external provider progress
- Provide advice and guidance to clients and providers regarding compensation services
- Supporting veterans as they return to work (RTW) and providing rehabilitation assistance
- Assist in developing and implementing timely return to work arrangements and plans
- Ensure rehabilitation and return to work plans are correctly updated on client’s file
- Ensure RTW related activities are actioned and resolved appropriately
Debt Management and Recovery Officer
Services Australia
04.2020 - 12.2022
- Conducting compliance activities such as reviews on documents, identity checks, data-matching, data-mining and regular payment reviews
- Conducting various investigations relating to debt management which often resulted in enforcement actions
- Analyzing complex information and cases and providing timely responses to clients and management
- Undertaking routine auditing of cases methodically and accurately
- Working closely with the ATO, Department of Workplace and Employment Relations, and AFP regarding ensuring information shared is up to date
- Investigating Job keeper, Family Tax Benefit and Age Pension overpayments
- Understanding and application of relevant legislation, policy governance and regulatory framework as required by APS 4 level
- Contributing to team environment by working collaboratively and encouraging co-operation with team members and to be adaptable to different work areas
- Undertaking of less complex research and analyzing findings by applying critical thinking and good judgment
- Assisted and Contributed to the development of the new vulnerability and financial capability model for the agency
- Consistently being proactive in communicating with influence and to go beyond my skillset to develop and support working productive relationships with the customers and staff
Business Development Executive
Comfort Inn Goodearth and Quality Hotel Ambassador
Perth, WA
09.2017 - 03.2020
- Target Sector- Mostly Mining Companies, Corporations and Sporting Events
- The role overlooks 3 properties within the brand of choice hotels
- Revenue management
- Contacting potential clients to establish rapport, planning, and overseeing new marketing initiatives
- Researching organizations to find new opportunities, attending meetings and conferences developing goals for the development team and business growth and ensuring they are met and most importantly training and development of the front office staff to engage with guest to find leads for potential future clients
- Strategic planning and target setting for the upcoming months in terms of revenue
- Reporting to the CEO the role also includes managing referrals and leads as well as developing and maintaining relationships with clients
Education
Bachelor of Law -
Edith Cowan University
Perth, Western Australia11.2025
Certificate III in Change Management -
Alisson Online Learning Institute
01-2021
Diploma in Legal Studies (Para Legal) -
North Metropolitan TAFE
Perth, WA01-2021
Diploma of Alternative Dispute Resolution -
Alisson Online Learning Institute
01-2020
Certificate III in Occupational Health and Safety -
North Metropolitan TAFE
Perth, WA01-2019
Skills
- Leadership
- Project Management
- Logical Reasoning
- Communication skills
- Time Management
- Analytical Thinking
- Team management
- Legal Research
- Problem Solving
- Attention to detail
- Negotiation and Persuasion
- Collaborate Change Management
- Strong Computer Skills
- Planning and Organization Skills
- Auditing
- Case Management
- Conflict resolution
- Client advocacy
- Report preparation
- Investigation management
- Legal knowledge
- Crisis intervention
- Warrants and summons
- Teamwork
References
Available on Request
Languages
- English
- Bahasa Malay
- Urdu
- Beginner Level Arabic
- Beginner Level Spanish
Affiliations
- Active season player in SMCA 1st Grade and 2nd Grade Cricket
- Active season player in Club Soccer
- Active gym member
- Active participant in charity events
Languages
English
Professional
Spanish
Limited
Malay
Professional
Accomplishments
- Best bowler in 2nd grade cricket and best performer in 2nd grade cricket 2 years in a row
- Martial arts trained in karate and aikido
References
References available upon request.
Timeline
Senior Compliance and Investigations Officer – Housing and Living Support - Regulatory and Campaigns Division
NDIS Quality and Safeguarding Commission
05.2024 - Current
Delegate – Liability and Compensations – Permanent Impairment Team (Sydney Office)
Department of Veteran’s Affairs
10.2023 - 04.2024
Delegate – Compensations and Claims- Incapacity Payments (Perth Office)
Department of Veteran’s Affairs
01.2023 - 10.2023
Debt Management and Recovery Officer
Services Australia
04.2020 - 12.2022
Business Development Executive
Comfort Inn Goodearth and Quality Hotel Ambassador
09.2017 - 03.2020
Bachelor of Law -
Edith Cowan University
Certificate III in Change Management -
Alisson Online Learning Institute
Diploma in Legal Studies (Para Legal) -
North Metropolitan TAFE
Diploma of Alternative Dispute Resolution -
Alisson Online Learning Institute
Certificate III in Occupational Health and Safety -
North Metropolitan TAFE
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