Trilogy Care Departments & Stakeholders

Overview

Trilogy Care is a specialist provider of home care services under the Commonwealth’s Home Care Packages (HCP) Program, with a unique focus on facilitating self-managed and enhanced self-managed home care.

Who We Are:

Specialist provider enabling client autonomy and independence
Focus on self-managed home care packages
Supporting 11,000+ recipients, 15,000+ service providers, 200+ care coordinators, and 300+ internal staff

Internal Departments

1. Sales & Onboarding (GK Team)

Focus: Truth and transparency in promoting self-management and enhanced self-management models.

Key Functions:

Customer acquisition and lead generation
Initial screening of client suitability for self-management
Ensuring clients understand the self-management model
Identification of authorized and nominated representatives
Explanation of home care financial arrangements, fees and charges
Establishment/offer of Home Care Agreements
Explanation of Charter of Aged Care Rights
Collaboration with care managers for smooth transitions

Key Stakeholders:

STEPHEN (Marketing) - Communicates through targeted campaigns and generates leads
JACQUI (Sales) - Engages both current B2B, B2C, TOA and JHA referrals to convert leads
BERNIE (Onboarding) - Navigate leads through referrals, first external vendor engagements
DAVID M (Community Services) - Generate leads from community, aged care and internal providers

Notes:

Works closely with Assessment Team to ensure client suitability
Offers enhanced self-management model for clients not suited for full self-management

2. Assessment Team (Assessment Partner)

Focus: Comprehensive assessment and initial care planning for new clients.

Key Functions:

Conduct initial assessments to understand individual needs, preferences, and goals
Develop comprehensive care plans outlining specific services and supports
Qualitative goal-setting with clients
Setting initial budgets and fund allocation
Ensuring prospective clients are suitable for self-management

Team Composition:

Combination of suitably qualified clinical and non-clinical assessors
Works closely with Clinical Team

Key Stakeholders:

PAT & SIAN (Assessment Team) - Conduct initial assessment and together the care plan

3. Care Management Team (Care Partners)

Focus: Supporting clients to establish and manage their home care while ensuring HCP case management compliance.

Key Functions:

Case Management: Navigate available community resources and services
Ongoing Support & Monitoring:
- Regular communication with clients
- Periodic reviews to assess care plan effectiveness
- Monitor quality and safety of services
- Address emerging needs or challenges
Budgeting & Financial Management: Assist with budget modifications and fund utilization guidance
Advocacy & Conflict Resolution: Act as advocate and mediator between clients and caregivers
Evaluation & Continuous Improvement: Gather feedback and identify areas for improvement
Regulatory Knowledge: High-level knowledge of HCP inclusions/exclusions

Key Stakeholders:

ETHAN (DVA) - Coordinate services for DVA clients (not HCP)

Notes:

Client self-assessment is key to service planning
Works closely with Clinical Team for clients with clinical risk factors
Facilitates dignity of risk and consumer-directed care principles

4. Clinical Team (Clinical Nurse)

Focus: Clinical risk management and supporting informed decisions about clinical care.

Team Composition:

AHPRA registered nurses and allied health practitioners

Key Functions:

Incident Response: Follow protocols for serious incidents/adverse events, report to authorities
Clinical Escalation: Identify clinical deterioration, coordinate emergency responses
Collaboration with Healthcare Professionals: Maintain communication with physicians, specialists
Dignity of Risk: Enable informed client decisions about clinical care
Infection Control: Infection prevention, control, and clinical incident/risk management
Mandatory Reporting: Under Serious Incident Response Scheme

Clinical Oversight Areas:

DQ (Clinical Triage)
Complex clinical care needs assessment
Risk factor identification and management

5. Service Management (SM) Team

Focus: Organizing and engaging service providers for 26% of consumers.

Key Functions:

Organize services for clients who need additional support
Engage service providers on behalf of clients
Support clients who are assisted to engage providers
Monitor provider quality and performance

Note: 74% of consumers self-organize providers (SM 15%)

6. Partnership Compliance Team

Focus: Ensuring external individuals and organizations comply with laws, regulations, and ethical standards.

Key Functions:

Regulatory Compliance: Monitor adherence to healthcare regulations, privacy laws, employment laws, financial regulations
Document Requirements Verification:
- Federal Police Check (less than 3 years old, no criminal convictions)
- Suitable Insurances:
  - Professional Indemnity
  - Public Liability
  - Personal Accident/Workcover
- Qualifications:
  - AHPRA Registration
  - Personal Care Certificates
- Infection Training and Vaccinations
Risk Assessment & Mitigation: Identify compliance risks and develop mitigation strategies
Training & Education: Conduct compliance awareness programs
Monitoring & Auditing: Regular reviews of documentation, records, and processes
Ethical Standards: Promote ethical behavior and professional conduct

Key Stakeholders:

SOPHIE (Compliance) - Verify worker credentials and qualifications

7. Quality Team (ERIN - Operations & Quality)

Focus: Ensuring compliance with Aged Care Quality Standards and pursuing quality improvement.

Key Functions:

Quality monitoring (audit and survey)
Feedback management (comments and complaints)
Client experience and satisfaction monitoring
Compliance with Aged Care Quality Standards
Continuous quality improvement initiatives

Key Stakeholders:

SHANNA (Business Support) - Manage office facilities and certain customer service duties
MEAGAN (Audit) - Complete quality audits
SARAH (Partnerships) - Manage Trilogy’s engaging relationships with other internal providers

Notes:

Trilogy’s unique self-management model requires specialized quality assessment approach
Client feedback used to evaluate and improve services continuously

8. Package Management & Finance

Focus: Managing home care financial matters in accordance with Aged Care Act 1997.

8A. Finance Team

Key Functions:

Government Funding Management: Manage HCP allocations and utilization
Monitoring Fees & Charges: Track and verify service provider fees
Generating Statements: Prepare regular client statements
Supporting Clients with Expenditure: Budget guidance and optimization advice
Managing Funds for Client Transfer: Coordinate transfer of unspent funds
Financial Record-Keeping: Maintain detailed transaction records
Financial Reporting: Provide expenditure summaries and budget utilization reports

Key Stakeholders:

FRAN (Finance) - Oversee TC’s financial systems and strategy to improve
MARKO (Finance) - Budgeting, reporting, strategic forecasting

8B. Accounts Receivable (Collections)

Key Functions:

Income-tested fee collection
Calculate fees based on financial assessments
Manage invoicing and collection processes
Payment arrangements and support for clients with financial difficulties

8C. Accounts Payable (Bill Payer)

Key Functions:

Accounts payable management
Process and pay bills from service providers and suppliers
Receive and review workers’ bills
Verify services against agreed rates and authorized hours
Check expenditure against budgeted amounts
Process bills in accounting suite
Cash flow management

Key Stakeholders:

MELLETTE (Accounts Payable) - Verify invoices and process
GUS (Accounts Receivable) - Claim markups, funding from Government

9. ICT / Development Team (DEVELOPING TECH INFRASTRUCTURE)

Focus: Using information and communication technology to support the self-management model.

Key Functions:

Develop and maintain the Portal (Care Management Platform)
Enable electronic client interactions
Build API integrations with partners
Develop mobile applications (iOS, Android, PWA)
Manage internal data and data systems

Key Stakeholders:

ANTHONY (Web Development) - Develop in-house apps (The Portal, Online App)
MIKE (Data Team) - Manage Internal Data & Data Systems
DAN & ALEX (IT Support) - Set Tech set up and support staff IT systems
HANNO (Human Resources) - Manage staffing and human resources

10. Executive Leadership

Key Stakeholders:

LUKE (CEO/Chief Executive Officer) - Running the company
ERIN (Operations & Quality) - Managing operations
FRAN (Finance) - Oversee TC’s financial systems
SHANNA (Business Support) - Manage office facilities

External Stakeholders

1. Support Workers / Service Providers (Organizations)

Service Types:

Personal care (ADLs: bathing, grooming, dressing, toileting, mobility)
Household support (housekeeping, meal prep, grocery shopping)
Medication management and reminders
Companionship and social support
Assistance with mobility and transfers
Transportation and appointment assistance

Key Responsibilities:

Record-keeping and reporting of care provided
Collaboration with care team
Read and follow care plans
Emergency response and incident lodgement
Maintain accurate observations and documentation

Goal: Provide direct care promoting well-being, independence, and quality of life.

2. Occupational Therapist (OT)

Key Functions:

Comprehensive assessments of functional abilities
Identifying barriers and setting personalized goals
Home safety assessments
Recommendations for home modifications
Assistive device and equipment recommendations

3. Allied Health Providers

Include:

Physiotherapists
Speech therapists
Dietitians
Podiatrists
Other allied health professionals

Role: Provide specialized therapeutic services to support client health and function.

4. Medical Professionals

Include:

General Practitioners (GPs)
Specialists
Other medical providers

Role: Provide medical care, prescriptions, and clinical oversight.

5. Non-Support Vendors

Equipment Providers

Supply assistive devices, mobility aids, medical equipment
Provide wheelchairs, walkers, specialized beds, bathroom safety equipment
Tailor equipment to individual needs

Aides Supply Companies

Consumable products and personal care items
Incontinence supplies, wound care materials
Personal care products, nutritional supplements
Cleaning supplies

Pharmacies

Supply prescribed medications and over-the-counter drugs
Medication counseling and dosage management
Prescription refills
Support medication adherence

Home Modification / Certified Builders

Assess and modify homes for safety and accessibility
Install ramps, grab bars, stairlifts
Bathroom and kitchen modifications

6. Support Coordinator (External) - Self-Managed PLUS Only

Note: Optional stakeholder for Self-Managed PLUS product clients.

Key Functions:

Coordination of services and resources
Communication and collaboration hub between all stakeholders
Monitoring and evaluation of care plan effectiveness
Advocacy and support for client needs
Central point of contact for families and healthcare team

Goal: Vital link in the Trilogy Care “Care Circle” for clients needing additional coordination support.

Service Model Overview

Self-Managed Home Care

What It Means:

Individuals have responsibility and control over managing their own care services
Greater autonomy and decision-making power
Choose, arrange, and coordinate own services and providers

Trilogy Care’s Role:

Support with essential HCP management functions
Assessment, service planning, budget development, service evaluation
Manage payment of accounts and monitor fund balances
Reduce administrative overheads to maximize funds available for care

Elements:

Direct Hiring of care services by clients
Caregiver Training & Management by clients (with support available)
Care Planning & Coordination led by client with Care Manager support
Budgeting & Financial Management with Trilogy Care assistance
Monitoring & Quality Assurance with Trilogy Care oversight

Governance & Standards

Aged Care Quality Standards Compliance

Trilogy’s unique model requires specialized compliance approach
Analysis completed mapping how we meet Standards in self-management context
See Appendix 1 (referenced in original documentation)

Regulatory Framework

Aged Care Act 1997
Aged Care Quality Standards
Serious Incident Response Scheme
Privacy and data protection laws
Charter of Aged Care Rights

Key Principles

Client Autonomy: Self-assessment and self-direction are central
Dignity of Risk: Respect client choices while providing informed guidance
Consumer-Directed Care: Clients lead their care decisions
Transparency: Clear communication about fees, services, and fund utilization
Quality & Safety: Clinical oversight and risk management throughout
Compliance: Adherence to regulatory requirements and ethical standards

Additional Context

See Also:

Product Mission.md - Overall product vision and goals
Roadmap.md - Development priorities and timelines
Organizational Chart (referenced in conversation) - Visual hierarchy

Last Updated: October 2025 This document provides context for developers, product managers, and stakeholders working on the Trilogy Care Portal.