Drawing on her extensive knowledge and experience in strategic policy development and legislation, Jill Craven has dedicated her career to improving public administration in Australia. Since joining the Office of the Commonwealth Ombudsman, Jill has been instrumental in Australian Government policy, law reform and Budget processes, federal parliamentary processes, and designing and delivering complex national functions including the NSO. Jill has been a critical part of the NSO since its inception. Working closely with the Department of Education and Attorney-General’s Department she led the design of the function and the Office’s engagement in the development of NSO legislation. Jill led extensive national stakeholder engagement to implement the NSO, securing letters of exchange with every state and territory Ombudsman. Jill also forged strategic national partnerships with more than 20 state and territory human rights, equal opportunity and integrity bodies. Jill’s skill navigating complex inter-jurisdictional environments positioned the NSO nationally as the primary escalated complaint handling service for higher education students.