Nasim Jan
Melbourne,Vic
Summary
Experienced public service officer with extensive community engagement, complaint handling, social research, case management and coordination, stakeholder relationships, and program management skills within various organisations, i.e., Australian Red Cross, DHHS, government, & various not-for-profit organisations. Adept School Counselor offers 2 years of experience Counseling students on mental health, academics, and interpersonal conflicts. Driven to help students achieve success by providing guidance on career options, higher education choices, and life planning. Attentive in identifying early warning signs of harmful behaviours in students to provide preventive counselling. Consistent in meeting the established goals of the counselling program. Hardworking and passionate job seeker, ready to help the team achieve company goals.
Overview
9
9
years of professional experience
Work History
Student Services Officer
Global Business College
04.2023 - Current
- Handling student emergencies and crisis situations, providing appropriate referrals to counselling services or other support services
- Staying updated on regulatory and legal requirements and institutional policies to ensure proper adherence and compliance
- Communicating with students through various channels, including emails, newsletters, or in-person meetings, to provide updates, support, important information, and reminders.
- Managed approximately 35 incoming calls, emails and faxes per day from customers.
Service Delivery Officer
Service Australia
03.2021 - 04.2023
- Receive and document complaints from clients, staff, or other stakeholders regarding services provided by AMES
- Ensure complaints are logged accurately and in timely manner
- Conduct initial assessments of complaints to determine nature and severity of issue
- Gather relevant information and evidence to support investigation process
- Conduct thorough investigations into complaints, ensuring all parties involved are given opportunity to provide their perspective
- Collect evidence, interview relevant individuals, and document findings
- Handle all complaints and investigations with utmost confidentiality, ensuring sensitive information is protected and only shared on need-to-know basis
- Facilitate mediation and resolution processes between parties involved in complaints, aiming to reach mutually satisfactory outcome
- Use effective communication and conflict resolution techniques to promote understanding and cooperation
- Offer support and guidance to complainants throughout the investigation process
- Keep them informed of progress, explain procedures, and provide updates on resolution of their complaints
- Document investigation findings, including evidence, witness statements, and any actions taken
- Prepare comprehensive reports and investigate process, findings, and recommended actions
- Collaborate with relevant departments or individuals to implement corrective actions based on investigation findings
- Ensure appropriate measures are taken to address root causes of complaints and prevent future occurrences
- Monitor effectiveness of implemented corrective actions and evaluate their impact on reducing complaints
- Identify trends or recurring issues and propose strategies for improvement
- Ensure all complaint handling and investigation processes comply with relevant policies, regulations, and legal requirements
- Stay updated on industry best practices and incorporate them into complaint handling procedures
- Develop and deliver training programs or workshops to staff and stakeholders on complaint handling procedures, conflict resolution, and customer service
- Raise awareness about importance of effective complaint management
- Collaborate with internal departments, external agencies, and stakeholders to address systemic issues identified through complaints
- Participate in meetings, committees, or working groups related to complaint management and quality improvement.
- Managed approximately 45 incoming calls, emails per day from customers
Case Management Support Officer
Red Cross
02.2018 - 03.2021
- Offer practical and emotional support to refugees and asylum seekers, ensuring their basic needs are met, such as food, shelter, and clothing
- Assess specific needs of refugees and asylum seekers, identifying any vulnerabilities or challenges they may face
- This includes conducting interviews and gathering relevant information
- Create personalised support plans for each refugee or asylum seeker, taking into account their unique circumstances and needs
- These plans should outline necessary steps and resources required to help them integrate into community
- Collaborate with other organisations and agencies to coordinate services and resources for refugees and asylum seekers
- This may involve liaising with healthcare providers, educational institutions, and social service agencies to ensure comprehensive support
- Offer information and guidance to refugees and asylum seekers regarding their rights, legal processes, and available resources
- This includes assisting with paperwork, applications, and referrals to relevant services
- Assist refugees and asylum seekers in accessing healthcare services, including registering with healthcare providers, scheduling appointments, and accompanying them to medical facilities when necessary
- Promote integration of refugees and asylum seekers into local community by organising cultural exchange programs, language classes, and community events
- Encourage social interaction and provide opportunities for them to connect with local residents
- Advocate for rights and well-being of refugees and asylum seekers, raising awareness about their situation and advocating for policy changes that support their integration and protection
- Work closely with volunteers who assist in supporting refugees and asylum seekers
- Provide guidance, training, and supervision to ensure volunteers are equipped to provide effective support.
Complex Coordinator
Adult Multicultural Education Services
07.2016 - 12.2018
- Managed client’s case load from Status Resolution Support Services (SRSS), Humanitarian Settlement Services (HSS) and Complex Support Services (CSS) with complex needs at community detention, with mental health disabilities
- Conducted needs assessment including general and mental health assessment & provide appropriate referrals
- Provided counselling to survivors of conflict torture and trauma, including families and their children going through sexual abuse, parenting issues, depression, anxiety, relationship issues, separation, grief and loss or adjustment to parenting
- Worked with perpetuators of family violence, ensuring they take accountability for own actions through one to one or in group sessions in challenging their behaviour of coercion and control
- Developed, implement, monitor and review Case Plans for clients who feel socially isolated in community, because of housing issues, drug effected issues to devise specific plans in accordance to program guidelines
- Provided guidance, leadership and advice, based on the Strengths Based Approach to case managers
- Delivered Settlement/Asylum Seeker Services including providing support, guidance and supervision to Case Managers, the bilingual Client Support Workers, Community Guides and volunteers including situational de-briefing.
Volunteer Engagement Officer
Australian Red Cross
06.2015 - 07.2016
- Facilitated, coordinated, led and supported volunteers at Australian Red Cross for various projects and events
- Planned, identified and conducted desktop research on Asylum Seeker Programs projects relating to volunteering and management of refugees and asylum seekers
- Promote Australian Red Cross volunteering program at public events by public speaking and developing various briefs, reports and communication materials for internal and external stakeholder’s projects
- Maintain regular communication with HR business partners for interviewing Red Cross volunteers and induction processes.
Education
Bachelor of Arts in Law -
Peshawar University Pakistan
Peshawar 01.2014
Skills
- Student Advocacy
- Employer Relations
- Conflict Management Education
- Lectures and Discussions
- Enrolment Planning
- Class Schedule Preparation
- Problem-Solving
- Policy Knowledge
- Course preparations
Accomplishments
- Achieved streamlined project management processes by introducing myGov for customer tasks, viewing and managing myGov Inbox, storing some government digital cards and certificates in the myGov wallet, and linking and accessing linked government services.
- I supervised a team of 7 staff members.
- Resolved the product issue through consumer testing.
- Documented and resolved technical issues with network connectivity, which led to improved system stability and uninterrupted workflow.
- Collaborated with a team of 11 in the implementation of the new database management system.
- Achieved results by reviewing complaints with accuracy and efficiency.
- By increasing Microsoft products for work tasks, increased productivity and teamwork were achieved.
Certificates And Memberships
- Base Line Security Clearance, 2018
- First Aid Certificate
References
REFERENCES AVAILABLE ON REQUEST
Languages
English
Native or Bilingual
Urdu
Native or Bilingual
Timeline
Student Services Officer
Global Business College
04.2023 - Current
Service Delivery Officer
Service Australia
03.2021 - 04.2023
Case Management Support Officer
Red Cross
02.2018 - 03.2021
Complex Coordinator
Adult Multicultural Education Services
07.2016 - 12.2018
Volunteer Engagement Officer
Australian Red Cross
06.2015 - 07.2016
Bachelor of Arts in Law -
Peshawar University Pakistan
Similar Profiles
Mihiri PalipanaMihiri Palipana
Accounts receivable accountant at Edvantage Institute of Australia and Global business college of AustraliaAccounts receivable accountant at Edvantage Institute of Australia and Global business college of Australia
Fatima ElrgigFatima Elrgig
Medical Office Assistant at Global College of Business & TechnologyMedical Office Assistant at Global College of Business & Technology
Anirudha KuppalliAnirudha Kuppalli
Manager of Wealth Management Operations at Standard Chartered Global Business Services, Global Business ServicesManager of Wealth Management Operations at Standard Chartered Global Business Services, Global Business Services
Cavsar KuerbanCavsar Kuerban
ECommerce at DropK CardsECommerce at DropK Cards
Rabah Al RifaiRabah Al Rifai
Plumbing Apprentice at Own BusinessPlumbing Apprentice at Own Business