Help Us Shape the Future of Aged Care

You’re comfortable with complexity, known for sound judgement, and at your best when supporting people through situations that don’t always have a clear-cut answer. You enjoy thinking critically, having meaningful conversations, and making decisions that genuinely change someone’s day.

If that sounds like you, this could be your next move.

Trilogy Care is growing rapidly, and we’re looking for empathetic, capable Care Coordinators to join our Care team.

This is a relationship-based case management role: you’ll hold a dedicated portfolio of older Australians accessing Support at Home funding and be their primary point of contact throughout their care journey.

About the Role

As a Care Coordinator you’ll manage a portfolio of older Australians and their families accessing Support at Home. You’ll assess their needs, develop and review their care plans, coordinate the services that deliver on those plans, manage their package budgets, and step in when things change — a hospital admission, a carer burning out, a new diagnosis, a safeguarding concern.

Our clients value human connection and prefer to speak on the phone, so most of your client contact will be by phone and email. Every day brings variety: you’ll assess changing needs, identify and manage risk, resolve concerns, and guide clients through care pathways — balancing Support at Home funding rules, the Aged Care Quality Standards, and real-world human needs.

As Support at Home legislation continues to be introduced and refined, you’ll need to be comfortable navigating evolving guidelines and occasional grey areas. You won’t do it alone — peer collaboration, clinical expertise, and leadership support are embedded in how we work, ensuring decisions are well-considered, compliant, and client-focused.

What You’ll Do

Assessment and care planning

• Conduct intake and ongoing conversations with clients and their families to assess needs, preferences, goals, living circumstances and risks
• Develop, document and regularly review individual care plans and service agreements in line with the client’s assessed needs, Support at Home program rules and the Aged Care Quality Standards
• Identify changes in a client’s condition or circumstances and adjust care plans accordingly

Risk, escalation and referral

• Identify clinical, safeguarding, financial and wellbeing risks and escalate to our clinical team, Team Leader or relevant authorities as appropriate
• Refer clients to allied health, nursing, dementia support, carer support, Open Arms, community services and other supports that will help them meet their goals
• Manage complaints and concerns to resolution, in line with our complaints and open-disclosure obligations

Service coordination and budget management

• Coordinate and schedule care and support services with internal teams and external providers, and confirm services commence and continue as planned
• Manage and monitor each client’s package budget, forecast spend, prevent overspending and ensure services are within Support at Home inclusions
• Review and approve service delivery and invoices against the care plan

Liaison and reporting

• Liaise with Services Australia, My Aged Care, aged-care assessors, GPs, hospitals, allied health and external providers on eligibility, funding, assessments and service delivery
• Maintain accurate, timely and compliant client records across our CRM and care platforms
• Prepare client documentation and reports for internal quality and compliance reviews, reassessments and regulatory requests

Client relationships

• Be the trusted primary contact for a portfolio of clients, conducting scheduled welfare check-ins, reviews and follow-ups
• Communicate clearly and empathetically with clients and families, including those living with dementia, cognitive impairment or from culturally and linguistically diverse backgrounds

What You’ll Bring

Required

• A Diploma of Community Services, Diploma of Nursing, Certificate IV in Ageing Support, or equivalent qualification in community services, health, aged care or a related field — or a minimum of 3 years’ experience in aged care, disability, community services or case management
• At least 12 months’ experience in aged care, disability, community services, case management or a related client-facing support role
• Working knowledge of (or the ability to quickly learn) Support at Home, Home Care Package rules, and the Aged Care Quality Standards
• Strong assessment, problem-solving and judgement skills — able to navigate complex, sensitive and evolving situations
• Exceptional communication and active-listening skills, with a genuinely client-centred approach and a warm, professional phone manner
• Strong attention to detail in documentation, care records and follow-up
• High level of tech confidence, including Microsoft 365 and the ability to learn CRM and care-management platforms quickly
• A collaborative, team-oriented mindset

Desirable

• Experience in care coordination, case management or welfare support within aged care or disability
• Understanding of dementia care, carer support or clinical escalation pathways
• Experience with Services Australia claiming or aged-care assessment processes

Why Trilogy Care?

• Expansive new King Street office with excellent facilities, close to public transport, cafes, and restaurants
• Fitness passport
• Vibrant business and team culture with regular social events
• Ongoing training workshops and support from Learning & Development, peers, and managers
• 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 applying AI, automation, and operational design to deliver better client experiences and better employee ones. Every team member has access to generative AI tools, training, and time to experiment – not just the Tech team.

Please note

To join our team, you’ll need full Australian work rights. As part of our standard recruitment process, we’ll conduct a working rights check, police check, and request professional references during onboarding.

Role Details

• Location: King Street, Brisbane (in-office, 8:30am–5:00pm Monday to Friday)
• Employment type: Full-time, permanent
• Remuneration: $80,000-85,000 base salary + superannuation, plus up to $10,000 performance bonus on achieving KPIs
• Requirements: Full Australian working rights, a current National Police Check (or willingness to obtain one), and professional references.
• Aged Care worker screening and NDIS Worker Screening may be required depending on client cohort.