Jess Reason Email & Phone Number

Brisbane, Qld, Au

Brisbane, Qld, Au

(March 2024 - Substantive) (January 2024 - March 2024 TPA)

(Substantive APS Level)The Regulatory Campaigns and Project Team is responsible for developing a Campaigns Program of Work to support the Commission’s regulatory priorities.• Develop and execute comprehensive regulatory compliance campaigns to support regulatory priorities• Use data and evidence collaboratively to address new, existing, and emerging risks• Engage with state and territory-based provider groups, government bodies, and agencies through collaboration • Offer Regulatory Operations information, expertise, and support in conjunction with broader Commission projects

Australia

(TPA)My role was to lead Stakeholder Engagement Projects on a National level; the projects primary focus is to ensure that the provision of information is accurate and align with the NDIS Commission’s Strategic Plan 2022 -2027.• Instrumental in the delivery of approximately 36 stakeholder engagement activities over a 12-month period• Effectively scope, plan, and deliver stakeholder engagement activities, including the development of project plans and briefing documents via PDMS for Executives and NDIS Commissioner review and clearance• Facilitate and lead strategic engagement activities with peak bodies, federal and state government departments and other key stakeholders• Drafting and delivering ministerial responses/briefings, quarterly budget advice for Senate Estimates, delivering detailed subsections and responses for the Annual Report and Corporate Plan as well as producing strategy focused speaking notes for the NDIS Commissioner • Provide secretariat services including coordination; drafting and finalising agendas; drafting agenda papers, minutes and high-level communication for various audiences (ministers, executives, and peak bodies) and actively monitoring and updating action item registers• Coordinate engagement activities (virtual and face-to-face) to successfully deliver the NDIS Commission’s Strategies outlined in the Corporate Plan and Strategic Plan• Analyse feedback on the key initiatives, projects and topics to inform outcome measures• Work closely with internal staff as a Change Management Facilitator to deliver staff feedback on realignment strategies directly to the NDIS Commissioner• Use a human-centred approach to manage and mentor interns and APS staff by understanding their learning and feedback styles to build their skills and knowledge capacity.

Brisbane, Queensland, Australia

(TPA)I was responsible for the delivery of efficient and effective of the NDIS Commissions regulatory functions pertaining to Reportable Incidents in Queensland/Northern Territory. • Make informed evaluations, decisions and judgements based on thorough research and evidence-based practice to complete and manage a caseload of Reportable Incidents including the Unauthorised Use of Restrictive Practices• Develop and maintain working relationships with NDIS providers; actively educate providers on the requirements under the NDIS Act 2013 and the NDIS (Incident Management and Reportable Incident) Rules 2018 (the Rules)• Monitor incoming reportable incidents to ensure high-risk incidents are escalated to be dealt with expeditiously, and escalate any delays or workflow obstacles with line managers and managers• Advise Directors about trends, issues, individuals of concern and inadequate investigations by service providers, through the assessment and analysis of information gathered during the reportable incidents handling process• Secure compliance through effective use and understanding of the rules outlined in the relevant legislative instruments. Where necessary through compliance and enforcement arrangements, including through the monitoring and referral to compliance and investigation functions• Promote continuous improvement amongst NDIS providers and the delivery of progressively higher standards of supports and services to people with disabilities (PWD)• Contribute to policy design for a nationally consistent framework relating to the screening of workers involved in the provision of supports and services to PWDs• Develop Memorandums of Understanding, Engagement sessions and tools used across the region • Supervise, coach, mentor and provide guidance to new staff and others to build a collaborative culture within the team.

Darwin, Northern Territory, Australia

(APS Substantive Position)

Brisbane, Queensland, Australia

(Contract)

Queensland, Australia

Working for the divisions of Fairfax and Fisher, I worked with the appointed Divisional Returning Officers (DRO) and Assistant Director to deliver the 2023 Referendum.• Lead and develop a high-performing divisional office team of 24 staff that contributes innovatively to inform and implement strategic direction of electoral operations at the divisional level• Ensure the quality and integrity of all electoral processes by setting expectations, holding staff accountable, and fostering a compliance culture within the divisional team• Project manage significant election deliverables and lead a team to achieve specified election readiness tasks in line with the election readiness framework• Plan, prepare, and deliver public awareness activities in alignment with national and state plans• Apply technical skills for schedule management across referendum logistics and staffing management for over 1000 people for the election period• Provide analysis on complex issues, contribute to policy formulation, manage election projects, and make decisions guided by expertise, legislation, and best practices.

Brisbane, Queensland, Australia

As a Customer Service Officer for the National Customer Service Line, I was required to provide exceptional customer service to Jobseekers and Participants receiving income support from Services Australia. My role required me to have a thorough understanding of guidelines across multiple programs. • Provide quality service to customers to ensure they have a clear and concise understanding of their mutual obligation requirements. • Ensuring that Australian Privacy standards are upheld via all forms of correspondence, including written and verbal.• Upholding the APS Code of Conduct and Values.• Manage Employer queries, accounts and make decisions on validating information and vacancies.• Handle complaints and raise to the relevant teams for a resolution; including having confronting conversations with callers who experience hardship and at times with people threatening self-harm.

Brisbane, Queensland, Australia

I was responsible for providing first line customer support for Centrelink, Medicare and myGov services. I was also required to evaluate and manage the claims process to determine if a customer is eligible to receive remuneration. Further to the above, I was also a site mentor providing advice and training to the Brisbane site staff regarding Services Australia policies and procedures. • Provide technical advice, support and mentorship to new Customer Services Officers across a wide range of systems, products and government policies.• Manage CRM systems in accordance with standards and guidelines by creating, retrieving, and tracking files to ensure accurate data collection.• Prioritise workloads and maintain knowledge of procedures through an ever changing and fast paced environment.

Brisbane, Queensland, Australia

I was brought on board to assist in recruitment for Product, UX & UI Design as well as provide advice on compliance and queries under Australian Privacy Principals. • Build relationships with clients understanding their needs and manage expectations regarding customers. • Negotiate Terms of Business with clients as well as be an intermediary to negotiate salaries between client and candidate.• Manage databases, ensuring data is recorded and held accurately and safely within the system as well manage the various third-party applications that feed into the database.• Provide advice on compliance requirements, contract wording and privacy legislations.Key Achievement: ROCSTAR Award 2019 – voted on by staff for the staff member who goes above and beyond within the business.

Brisbane, Queensland, Australia

I assisted the Asia-Pacific (APAC) Hays businesses in the day-to-day coordination of customer service, compliance, and risk management. • Collate information and facilitate requests for access to information and subpoenas in line with the Australian Privacy Principles (APP) by working with various internal departments in line with non-negotiable deadlines.• Develop processes and parameters for the APAC business and work with the businesses to implement changes. • Assist in the delivery and coordination of business functions and provide regular updates on current projects• Meet with APAC business representatives to effectively communicate volumes and issues raised during periodic meetings and discuss upcoming legislation changes including implementation.• Review, collate and action internal and external audits in line with ISO:9001 requirements and client contracts.• Create, review and maintain documents including procedures, forms and legal agreements used throughout the business.• Manage and develop the Automation Project (GARY); processing of background checks through the relevant suppliers.

Microcredential In Inclusive Digital Design For Business, Business/Corporate Communications, High Distinction

Project Management Fundamentals

The Professional Regulator Program: Foundation, School Of Regulation And Global Governance