Help Us Shape the Future of Aged Care
Trilogy Care is Australia’s fastest-growing approved provider of the Federal Government’s Support at Home program. Our innovative Self-Management and Fully Coordinated models delivers greater choice, transparency, and value to our clients, ensuring they spend less on management fees and more on long-term care and services.
At Trilogy Care, we take immense pride in creating an empowering and fulfilling workplace for our dedicated employees. We believe that our team is the cornerstone of our success and as such, we are committed to providing a supportive and rewarding environment.
About the Role
We’re hiring a Quality and Complaints Officer to join our Quality & Operations team. You’ll work closely with Senior Quality Officers to manage commission complaints, support SIRS reporting, and drive quality assurance across our home care operations.
This is governance work that lands, investigations that lead to real change, reporting that goes to executives and regulators, and process improvements that protect both consumers and the team that supports them. In this role, you’ll build a direct working relationship with the Aged Care Quality and Safety Commission through your management of SIRS reporting, Commission complaints, and investigations. If you’re detail-oriented, collaborative, and want to use AI tools to make compliance work better, this role is for you.
This role is part of a broader investment in Trilogy Care’s governance and quality capability, the person in this seat will help shape how we do this work, not just maintain what exists today.
What You’ll Do
- Work closely with Senior Quality Officers to manage regulatory matters and internal escalations end-to-end; investigation, documentation, and regulatory response
- Manage SIRS reporting with accurate documentation and submission within required timeframes, building and maintaining a strong working relationship with the Aged Care Quality and Safety Commission
- Provide quality assurance oversight across incidents, complaints, and compliance; including governance of escalation pathways and reporting protocols
- Analyse complaint and incident data to identify trends, evaluate outcomes, and inform decision-making
- Interpret and apply aged care legislation and standards in practice; turning complex requirements into clear, workable decisions, and knowing when to escalate.
What You’ll Bring
- Strong complaints-handling experience; you can navigate sensitive situations with care and process discipline, knowing when to act and when to escalate; experience in a regulated environment is highly regarded.
- Sound understanding of governance, compliance, and risk management in a regulated setting
- High attention to detail and strong time management in a fast-paced environment; you can be relied on to work independently, follow process without being reminded, and raise a hand early when something needs it
- Strong written documentation skills, a collaborative approach, and the confidence to pick up new systems and AI tools quickly
- Strong written and verbal communicator; you adapt your style to the audience, whether that’s a candid conversation with a colleague or a measured response to a regulator
- Aged care experience (home care desirable), and familiarity with SIRS, ACQSC complaints processes, or AI tools, any of these is a bonus
Why Trilogy Care?
- Expansive new King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets
- Vibrant team culture and regular social events
- Opportunities for career mapping and career progression within the company
- Salary packaging to boost your take-home pay
- Access to Fitness Passport to support your health and wellbeing
- EAP support for you and your immediate family
- Employee discounts on groceries, fuel, utility bills, wellness and more
Unlock your Potential with Trilogy Care
Behind every hour of care we deliver is a smart, tech-enabled team rethinking how aged care operates. At Trilogy Care, we’re going beyond compliance and coordination – we’re applying AI, automation and operational design to deliver better client experiences and better employee ones. Every staff member has access to generative AI tools, training, and time to experiment – not just the Tech team! Whether you’re in finance, people & culture, growth, or support, you’ll be part of an industry-first AI movement where we reward ideas that improve care outcomes, safety, efficiency or team wellbeing.
Please note
To join our team, you’ll need to have full Australian work rights. As part of our standard recruitment process, we’ll also conduct a working rights check, police check and request professional references during onboarding.
We appreciate the interest of recruitment agencies but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes.
