Jison Joy
Ottoway,SA
Summary
Compliance and complaints resolution professional with experience across health, community services, NDIS, and safety-regulated environments. Currently working as an Assessment Officer with the Health and Community Services Complaints Commissioner, undertaking complaint assessment, jurisdictional analysis, and early resolution under legislative frameworks. Brings prior experience in regulatory compliance, audits, stakeholder engagement, team leadership, and service improvement, including work in quality assurance and safety management roles. Demonstrates a client-centred, impartial, and evidence-based approach consistent with South Australia public sector values.
Overview
9
9
years of professional experience
Work History
ASSESSMENT OFFICER
Dept of Health and Wellbeing
05.2025 - Current
- Manage intake, assessment, and resolution of complex and sensitive complaints, including matters involving priority needs groups.
- Provide timely, impartial advice on complaint processes and Health and Community Services Complaint Commissioner jurisdiction, including referrals to other agencies where appropriate.
- Coordinate and facilitate preliminary inquiries and direct resolution processes, identifying key issues and collaborating with complainants, service providers, and relevant authorities.
- Analyse complaint information to determine appropriate actions, including escalation of high-priority matters with recommendations.
- Negotiate and facilitate resolutions, achieving outcomes that improve fairness and service quality.
- Prepare clear, accurate correspondence to complainants and service providers, communicating inquiry and resolution outcomes.
- Maintain comprehensive records in the complaints management database to support case management, reporting, and process improvement.
- Promote principles of the Charter of Health and Community Services Rights and contribute to enhancements in complaint-handling procedures.
CLIENT SERVICE LEAD (ACTING TEAM LEADER)
HCO Disability and Community Services
05.2019 - 04.2025
- Resolved complex client complaints through effective negotiation and impartial advice, ensuring alignment with organizational policies and regulatory compliance.
- Conducted compliance audits and quality assurance evaluations, ensuring adherence to NDIS standards and improving service quality, achieving a 15% reduction in non-compliance incidents.
- Analysed client feedback and demographic data to identify service gaps, developing inclusive policies to improve service access for underrepresented groups.
- Streamlined complaint-handling procedures, reducing resolution times and improving client satisfaction by 20% through effective negotiation and facilitation.
- Led and mentored a diverse team of client service professionals, improving team performance and fostering a positive work culture; managed operations during leadership transitions to enhance productivity.
- Coordinated service delivery for clients, ensuring alignment with NDIS standards and best practices, enhancing service efficiency and client outcomes.
CLIENT SERVICE MANAGER (PART-TIME)
Activate Community Services
06.2022 - 12.2022
- Managed client portfolios, ensuring high-quality service delivery and effective complaint resolution, fostering strong relationships with clients and stakeholders.
- Conducted stakeholder consultations to align services with client needs and compliance standards, improving service outcomes and adherence to industry regulations.
- Provided data-driven insights to management, contributing to the development of strategies that enhanced service delivery and client satisfaction.
- Facilitated seamless onboarding processes for new clients, improving client retention rates by 25% through effective communication and clear service expectations.
- Collaborated with community organizations to secure funding, expanding service offerings and promoting equity and inclusion in program access.
SHIP OFFICER
Executive Ship Management
10.2016 - 11.2018
- Ensured compliance with international maritime safety and quality standards through detailed inspections, audits, and risk assessments, aligning operations with regulatory requirements.
- Conducted internal and external audits to ensure adherence to ISO standards, implementing corrective actions to improve safety practices and operational effectiveness.
- Developed and delivered safety training programs, equipping crew members with essential skills to handle emergencies and promote a culture of safety.
- Investigated incidents and near-misses, recommending corrective actions to enhance safety and compliance, ensuring continuous operational improvement.
- Monitored safety metrics and drove continuous improvements in safety culture, enhancing overall operational safety and regulatory compliance.
Education
Advanced Diploma - COMMUNITY SECTOR MANAGEMENT
Futuristics Education And Training
01-2024
Certificate of Technical Studies - ICT SUPPORT AND CYBER SECURITY RISK MANAGEMENT
TAFE SA
04-2023
Safety Intervention Certified Trainer -
CRISIS PREVENTION INSTITUTE
09-2021
Bachelor of Science - Nautical Sceince
Maritime University
07-2014
Skills
- Regulatory Compliance and Quality Assurance
- Complaint Assessment, Resolution and Facilitation
- Stakeholder Engagement and Negotiation
- Policy and Legislative Interpretation
- Audit, Risk and Incident Management
- Leadership and Team Development
- Communication and Professional Reporting
- Case and Project Coordination
- Process Improvement and Service Optimisation
- Data Analysis and Insight Generation
- Client-Centred and Rights-Based Practice
- Continuous Improvement and Governance
A C H I E V E M E N T S
- Facilitated resolution of 50+ complex complaints per month at HCSCC, supporting an internal initiative that reduced the complaint backlog by 30%.
- Mentored and supported a diverse client service team through leadership transitions, contributing to improved productivity and staff engagement.
- Analysed client feedback and demographic data to identify service gaps, enabling data-driven decisions that strengthened service access for priority needs groups.
- University Top Rank holder while doing bachelor, achieving 96% percent in the core subject Navigation.
- Progressed from Support Worker to Client Services Lead within two years, with repeated appointments as Acting Team Leader, reflecting sustained trust in leadership capability and operational judgement.
Timeline
ASSESSMENT OFFICER
Dept of Health and Wellbeing
05.2025 - Current
CLIENT SERVICE MANAGER (PART-TIME)
Activate Community Services
06.2022 - 12.2022
CLIENT SERVICE LEAD (ACTING TEAM LEADER)
HCO Disability and Community Services
05.2019 - 04.2025
SHIP OFFICER
Executive Ship Management
10.2016 - 11.2018
Advanced Diploma - COMMUNITY SECTOR MANAGEMENT
Futuristics Education And Training
Certificate of Technical Studies - ICT SUPPORT AND CYBER SECURITY RISK MANAGEMENT
TAFE SA
Safety Intervention Certified Trainer -
CRISIS PREVENTION INSTITUTE
Bachelor of Science - Nautical Sceince
Maritime University