Jonathan Wiltshire
Fernvale,QLD
Summary
Experienced security professional with a strong background in detainee management, conflict resolution, and compliance with institutional policies. Over 15 years of experience in security, customer service, and management roles. Proven ability to maintain safety and security in high-pressure environments, develop and implement individual management plans, and collaborate effectively with healthcare professionals and emergency services. Holds certifications in Correctional Practice, Immigration Detention Operations, and First Aid. Dedicated to ongoing professional development and staying current with best practices in detainee management and security procedures. Seeking to leverage skills and experience in a Corrections Officer role to contribute to maintaining safety and order within a correctional facility.
Overview
22
22
years of professional experience
Work History
Detainee Services Officer
Serco
09.2020 - Current
- Ensure safety and security of detainees by consistently monitoring activities, conducting regular checks, and rigorously enforcing facility rules.
- Develop and implement individualized management plans for detainees by assessing their needs and ensuring compliance with legal and institutional requirements.
- Engage in effective conflict resolution by mediating disputes between detainees and employing de-escalation techniques to maintain a safe environment.
- Compile and report detailed security intel by documenting incidents accurately and providing vital information to relevant authorities to enhance overall facility security.
- Conduct thorough searches of detainees and their living quarters to effectively prevent contraband and ensure a secure living environment.
- Escort detainees to appointments, court appearances, and other locations, ensuring their safety and security throughout transportation.
- Provide comprehensive support and guidance to detainees by assisting with their rehabilitation and reintegration plans.
- Collaborate closely with healthcare professionals to address the physical and mental health needs of detainees, ensuring they receive appropriate care.
- Maintain meticulous and accurate records of detainee behaviour, incidents, and interventions taken, ensuring compliance with institutional policies.
- Actively participate in ongoing training and professional development to stay current with best practices in detainee management and security procedures.
Customer Service Officer
Bus Queensland
11.2019 - 08.2020
- Conduct comprehensive revenue protection activities, ensuring that all passengers have valid tickets and effectively addressing fare evasion incidents.
- Ensure strict compliance with Transport Operations (Passenger Transport) Act 1994 by providing accurate information and support to passengers regarding regulations and policies.
- Maintain extensive knowledge of bus timetables and routes to effectively assist passengers with journey planning and schedule inquiries.
- Implement effective loss prevention strategies by identifying and mitigating risks to reduce financial losses and enhance operational efficiency.
- Provide exceptional customer service by promptly and professionally addressing passenger concerns and complaints.
- Collaborate proactively with team members and other departments to implement strategies that improve service delivery and enhance passenger satisfaction.
- Prepare and submit comprehensive reports on daily operations, incidents, and customer feedback to support continuous improvement efforts.
Park Ranger
ACES Security
05.2015 - 11.2019
- Ensure strict adherence to all park rules and regulations, promoting a safe and enjoyable environment for visitors.
- Conduct thorough mobile patrols of Centennial Park lands, consistently monitoring for compliance and promptly addressing violations.
- Respond promptly and professionally to public inquiries, providing accurate information and assistance as needed.
- Engage effectively in conflict resolution by mediating disputes between park visitors and de-escalating potentially volatile situations.
- Implement effective traffic control plans to manage vehicle and pedestrian flow within the park, ensuring safety and minimizing congestion.
- Conduct efficient traffic control activities by directing vehicles and ensuring compliance with traffic regulations.
- Serve as an efficient first responder to incidents within the park, providing immediate assistance and coordinating with emergency services as necessary.
- Liaise effectively with emergency services, providing essential support and information to facilitate effective response and resolution of incidents.
- Handle animals within the park, ensuring their safety and the safety of park visitors through proper procedures and care.
- Prepare and submit detailed incident reports, meticulously documenting occurrences and actions taken to support accountability and continuous improvement.
- Report maintenance issues promptly to the park trust, ensuring timely resolution and upkeep of park facilities and infrastructure.
Store Manager
Beacon Lighting
02.2011 - 04.2015
- Managed daily store operations, including staff scheduling, inventory management, and customer service.
- Implemented loss prevention strategies and conducted regular stock audits to minimize shrinkage.
- Trained and supervised staff, ensuring compliance with company policies and procedures.
- Addressed customer inquiries and resolved complaints, maintaining high levels of customer satisfaction.
Store Manager
EB Games
09.2004 - 10.2010
- Managed daily store operations, including staff scheduling, inventory management, and customer service.
- Implemented loss prevention strategies and conducted regular stock audits to minimize shrinkage.
- Trained and supervised staff, ensuring compliance with company policies and procedures.
- Addressed customer inquiries and resolved complaints, maintaining high levels of customer satisfaction.
Food and Beverage Attendant
Intercontinental Hotel Sydney
04.2002 - 08.2004
Education
East Hills Boys High School
Panania, NSW2001
Skills
- Detainee management
- Conflict resolution
- Security and surveillance
- Incident reporting
- Risk assessment and management
- Emergency response
- Team collaboration
- Public interaction and assistance
- Policy enforcement
- Transport and escort duties
- Active listening
- Negotiation
- Leadership
- Resilience
- Computer skills
References
- Ben Mitchell, Serco, Detainee Services Manager, 0402 969 996
- Ami Shoesmith, ACES Security, Ranger team leader, 0435 400 988
- Joshua Rowe, Bus Queensland, Team Leader, 0400 090 271
Additional Information
- CPP20212 Certificate II in Security Operations
- HTLAID003 Provide First Aid
- Certificate III in Correctional Practice (CSC30119)
- Certificate III in Immigration Detention Operations (CSC30219)
- Provide Cardiopulmonary Resuscitation (HLTAID009),
- Provide Basic Emergency Life Support (HLTAID010)
Timeline
Detainee Services Officer
Serco
09.2020 - Current
Customer Service Officer
Bus Queensland
11.2019 - 08.2020
Park Ranger
ACES Security
05.2015 - 11.2019
Store Manager
Beacon Lighting
02.2011 - 04.2015
Store Manager
EB Games
09.2004 - 10.2010
Food and Beverage Attendant
Intercontinental Hotel Sydney
04.2002 - 08.2004
East Hills Boys High School
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