We acknowledge the traditional custodians of the land on which we work and pay our respects to all Elders past and present, and to the children of today who are the Elders of the future.
Artist: Jasmine Sarin, a proud Kamilaroi and Jerrinja woman.
Our workshops are run by highly experienced facilitators with expertise in different areas of public and community services.
Gary is a senior facilitator with more than 30 years’ experience as a caseworker, investigator and manager in the community and disability services and education sectors. Gary worked at the NSW Ombudsman for 16 years in investigation, community services and complaint-handling management roles. Gary now specialises in the design and delivery of complaint-handling and investigations curriculum. In 2021, he received an Order of Australia Medal for services to ethnic and cultural communities.
Facilitation expertise: Complaint handling and investigations.
Don is a complaint-handling specialist and advocate for people experiencing homelessness in Sydney. He teaches law and ethics at the Sydney Institute of TAFE. Among his many appointments, Don is a member of the NSW Civil and Administrative Tribunal (Guardianship Division), the NSW State Parole Authority, and the Review Committee of the NSW Legal Aid Commission. This diverse experience has given him an in-depth understanding of the intricacies of working in the NSW public and community sectors.
Facilitation expertise: Complaint handling
Jennifer has over 40 years’ experience in leading, managing and facilitating change and growth with individuals and teams, in small to medium businesses, Government and Not for Profit Organizations. Jennifer has 10 years’ experience as a Level 3 Facilitator and Coach for Leadership Management Australia and brings extensive experience from her work in the community services sector to her facilitation, coaching, training, and mentoring work. Jennifer’s work for NSW Ombudsman’s office as a trainer, and as an Official Community Visitor in 2010 -13, allows her to facilitate a range of specialist open and in house courses related to management, compliance, policy development and complaint handling. With extensive experience in Learning and Development and the Community Services Sector, Jennifer’s coaching facilitates behavioural change that enables powerful breakthroughs from unproductive habits leading to improved and lasting performance.
Facilitation expertise: Complaint handling
Paddy is a highly experienced facilitator. She brings specialist experience in mental health, child protection, NSW Health and the community justice and corrections settings to her work as a facilitator. Having worked in a range of social work, psychology, management and adult education roles, she has developed high-level conflict management and communication expertise that directly inform her facilitation approach.
Facilitation expertise: Complaint handling
Krista brings deep experience of health and social services systems from her 14 years working across health service delivery and government. She has expertise in several health law subjects including the management of coronial inquests, serious incidents in mental health services, and best practice management of complaints. Krista has worked to resolve several high profile and complex complaints in aged care and mental health services and has advised government on complex complaint matters. An excellent communicator, Krista is highly skilled in stakeholder engagement and training delivery. As a mediator, Krista’s expertise in complaints management is built on a foundation of strong communication and conflict resolution skills as well as a deep understanding of consumer psychology and behaviour.
Facilitation expertise: Complaint handling and investigations
Janina Boughey is an Associate Professor in the UNSW Faculty of Law, an ARC DECRA fellow, and the Director of the Administrative Law and Justice Project in the Gilbert + Tobin Centre of Public Law. Janina teaches and researches in Australian, Canadian and UK public law. Her work focusses on whether administrative law principles and institutions are 'fit for purpose' in light of the way modern governments function. She has previously worked in a number legal, policy and research positions including in the Administrative Law section of the Commonwealth Attorney-General's Department, as a researcher in the Department of the Senate, and as Chair of Social Security Rights Victoria.
Facilitation expertise: Administrative Law and Investigations
Helen is an experienced complaint handler and investigator with more than 20 years’ experience in parliamentary and industry Ombudsman schemes. As Deputy Ombudsman, Helen led the Energy and Water Ombudsman NSW’s governance, policy, systemic issues and awareness work. Before joining EWON, Helen worked for 14 years at the NSW Ombudsman dealing with complaints about government agencies and investigating systemic issues. She has experience bringing about change in a large government department, having worked in a business improvement role in NSW Maritime at Roads and Maritime Services. Helen brings a breadth of experience to her practice having worked as an advocate for people with disabilities, in UK university administration and at the American Civil Liberties Union New Jersey.
Facilitation expertise: complaint handling, investigations and systemic issue identification
Kristie has over twenty years' experience in service delivery and leadership specialising in complaints, conflict resolution and investigations. A nationally accredited mediator, trained conflict coach and ICAM certified investigator, her outstanding interpersonal and communication skills have allowed her to refine her style and provide facilitation and coaching to both developing and experienced practitioners.
Kristie has designed and delivered investigations, complaints and critical incident workshops, lectures and training nationally online and face to face. Her broad industry experience and knowledge across the public, private and not for profit sectors has resulted in a highly developed understanding of complaints management frameworks, organisational structure and process, leadership and public administration, ethical conduct, and public sector investigations.
Kristie continues to conduct workplace and critical incident investigations for the sector, staying in touch with legislative and policy shifts and developments which she incorporates into her facilitation practice.
Facilitation expertise: Complaints handling and investigations
Maggie is a senior lawyer and investigations specialist with 18 years’ experience spanning government, international organisations, and the private sector. She has held senior roles at the United Nations, including as Chief of Investigations at UNICEF and Head of Intake at the International Organization for Migration, leading complex international investigations into fraud, bribery, corruption, sexual misconduct, and safeguarding breaches. Maggie has also served as Legal Counsel and team lead across several UN agencies, advising on administrative and employment law, compliance frameworks, and risk management.
In Australia, Maggie has worked with the Australian Competition and Consumer Commission, Vodafone, Webb Henderson and most recently at PwC, where she conducted an independent review of compliance frameworks. She currently facilitates workshops for the NSW Ombudsman drawing on her deep legal expertise and experience in complex regulatory environments.
Facilitation expertise: Complaint handling, investigations, and administrative law
Katherine is a Barrister and practicing Solicitor.
With over 25+ years’ experience in the law, Katherine has managed and investigated complaints in the following jurisdictions:
Katherine has developed curriculums and delivered courses for both public and private universities as well as coaching and training sessions to business groups and client's staff. As an accomplished international speaker, Katherine's coaching provides pragmatic advice, applied examples and facilitates behavioural change that ensures your individual performance is knowledge-based in your day-to-day endeavours.
We acknowledge the traditional custodians of the land on which we work and pay our respects to all Elders past and present, and to the children of today who are the Elders of the future.
Artist: Jasmine Sarin, a proud Kamilaroi and Jerrinja woman.