Frances is passionate about using feedback to improve government services, particularly where those services are used by vulnerable customers with complex lives.
Frances is employed as the Complaints and Client Service Officer at Legal Aid NSW and in 2016 worked on an innovative project using a co-design model, to develop an organisation-wide Client Service Strategy which puts the customer at the centre of Legal Aid NSW’s work.
Other roles include a Conference Organiser with victim/offenders for the Department of Juvenile Justice, Conciliator in health disputes with the Health Conciliation Registry and a mediator with the Community Justice Centre – conducting mediations in over a hundred personal and court matters.
Frances gained a deep understanding of government agencies – and the impact of those services on people’s lives – through her work as an Investigation Officer with the NSW Ombudsman. She also had five years’ experience at the industry based dispute resolution scheme Energy and Water Ombudsman NSW resolving disputes and identifying systemic issues.
Frances is an accredited mediator and has been on the Community Justice Centre’s mediator panel with the NSW Dept of Justice since 2000. She has a BA (Hons) in Cultural Studies, Graduate Certificate in Dispute Resolution and a Diploma of Government (Investigations).