CRYSTAL JACKSON
Franklin Square,NY
Summary
Professional with strong background in investigative work, customer service skills, adept at gathering and analyzing information to uncover key insights. Known for collaborative teamwork and reliability, consistently adapting to evolving requirements to achieve desired outcomes. Skilled in critical thinking, problem-solving, and effective communication, ensuring thorough and accurate investigations.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Incident Management Assistant
Community Options Inc
Queens, NY
04.2026 - Current
- Coordinated scheduling and logistics for executive meetings and community events.
- Streamlined communication between departments to enhance project collaboration.
- Maintained a high level of confidentiality while handling sensitive information related to personnel matters or legal issues within the organization.
- Review incident reports for accuracy, completeness, and compliance
- Maintain incident records
- Assist with investigations, follow-ups, and corrective actions
- Participate in incident review committee meetings and case reviews.
- Assist with quality assurance reviews and trend analysis
Incident Investigator
ElHAB Human Services
Queens, NY
05.2025 - 12.2025
- Conduct thorough investigations into reportable and non-reportable incidents including abuse, neglect, mistreatment, and SRI cases.
- Interview staff, individuals, and witnesses while maintaining confidentiality and accuracy.
- Review documentation, video footage, and electronic records for consistency.
- Prepare comprehensive investigative reports detailing findings, conclusions, and recommendations.
- Collaborate with program coordinators, care managers, and compliance teams to implement corrective actions.
- Ensure timely submission of reports to regulatory agencies and maintain compliance with OPWDD standards.
Program Coordinator
ElHAB Human Services
Queens, NY
07.2024 - 05.2025
- Oversaw daily program operations to ensure high-quality service delivery.
- Developed, implemented, and evaluated program procedures to maintain regulatory compliance.
- Supervised, trained, and evaluated staff while promoting teamwork and accountability.
- Ensured staff received required training, including behavior management and health/safety protocols.
- Maintained accurate program documentation, service logs, and client records.
- Strengthened relationships with families, residences, and care managers to support client needs.
- Advocated for individuals' rights, safety, and optimal quality of life.
Assistant Program Coordinator
ElHAB Human Services
Queens, NY
12.2023 - 07.2024
- Streamlined program processes to enhance efficiency and service delivery.
- Coordinated staffing schedules, resources, and communication among team members.
- Supported program planning and implementation across multiple classrooms and activities.
- Resolved participant concerns and provided strong customer service to families and stakeholders.
- Organized workshops and events to support participant engagement and learning.
Receptionist
ElHAB Human Services
Garden City, NY
05.2023 - 12.2023
- Managed front desk operations, including phone, email, and visitor intake.
- Assisted in planning office meetings and events.
- Ensured a clean, organized, and welcoming reception environment.
- Maintained security procedures and visitor logs.
- Demonstrated strong multitasking and professional communication skills.
Teacher Aide
Willow Rd Elementary
Franklin Square, NY
09.2022 - 03.2023
- Supported students with developmental disabilities through individualized instruction.
- Improved literacy outcomes using targeted reading strategies.
- Collaborated with teachers to implement engaging instructional activities.
- Built supportive relationships with students, parents, and staff.
- Assisted with curriculum lessons and classroom management.
Train Conductor
New York MTA Transit
New York, NY
10.2016 - 10.2022
- Ensured passenger safety through thorough inspections and hazard prevention.
- Coordinated with dispatchers to maintain on-time performance.
- Collected fares and ensured regulatory compliance during operations.
- Communicated with control centers and onboard crew to address disruptions efficiently.
Agent in Charge (Supervisor), Bagroom
Delta Airlines
New York
05.2006 - 10.2016
- Oversaw ramp operations, customer service, ticketing, and baggage services.
- Trained staff and improved internal processes for greater efficiency.
- Managed customer concerns and ensured accurate reporting and documentation.
- Developed strong industry relationships to improve service outcomes.
Temporary Bridge & Tunnel Officer
2 Broadway
New York, NY
01.2005 - 01.2006
- Collected tolls and provided customer service to motorists.
- Assisted with traffic control, roadway safety, and emergency response.
- Completed logs, shift reports, and incident documentation.
Education
Associate Degree - Criminal Justice
Nassau Community College
New York01-2021
Bachelor of Arts - Childhood Development
Bryant & Stratton College
06-2026
High School Diploma - Law, Government & Community Service
Cambria Heights
Cambria Heights01-2001
Skills
- Incident Investigation & Reporting
- Program Management & Optimization
- Team Leadership & Training
- Regulatory Compliance (OPWDD)
- Clear Written & Verbal Communication
- Human Rights Committee (HRC) Co-Chairperson
- Scheduling & Staff Coordination
- Microsoft Word/Excel/PowerPoint
- Problem Solving & Critical Thinking
- Documentation & Record Keeping
- Behavior Support Awareness
- Payroll & Administrative Support
- Ethical and honest
- Investigation management
- Report development
- Evidence processing
- Report preparation
Certification
Incident investigation Completion, 2025-05-01, 2028-05-01
Timeline
Incident Management Assistant
Community Options Inc
04.2026 - Current
Incident Investigator
ElHAB Human Services
05.2025 - 12.2025
Program Coordinator
ElHAB Human Services
07.2024 - 05.2025
Assistant Program Coordinator
ElHAB Human Services
12.2023 - 07.2024
Receptionist
ElHAB Human Services
05.2023 - 12.2023
Teacher Aide
Willow Rd Elementary
09.2022 - 03.2023
Train Conductor
New York MTA Transit
10.2016 - 10.2022
Agent in Charge (Supervisor), Bagroom
Delta Airlines
05.2006 - 10.2016
Temporary Bridge & Tunnel Officer
2 Broadway
01.2005 - 01.2006
High School Diploma - Law, Government & Community Service
Cambria Heights
Associate Degree - Criminal Justice
Nassau Community College
Bachelor of Arts - Childhood Development
Bryant & Stratton College