Big Room Planning - August 2025

Support at Home (SAH) Transition Planning

Meeting Date: August 2025 Planning Period: Sprint 16 (4th Aug) - Sprint 26 (22nd Dec 2025) Critical Go-Live Date: 1st November 2025

Overview

This Big Room Planning session focused on preparing the Trilogy Care Portal for the Support at Home program transition, scheduled for November 1st, 2025. The roadmap spans 6 months across Discovery, Design, Development, Data, and Operations tracks.

Sprint Timeline

Sprint	Dates	Key Focus Areas
Sprint 16	4th Aug	Collections V1 discovery
Sprint 17	18th Aug	Utilisation Rate, Supplier Data, Note Types
Sprint 18	1st Sep	Other Recipient Pages, Client HCA, Contact Uplift, Risks Needs Care Plan
Sprint 19	15th Sep	Invoices V2, Update Questionnaire, Contact Data, Supplier & Recontracting
Sprint 20	29th Sep	Amendments, Service Confirmation, Dispute Invoice, Query Invoice, Budget V2 (DATA DEADLINE)
Sprint 21	13th Oct	Auto-Approve Invoice, HCA Flow, Rep Type, Recontract Agreement, Contact Uplift, Invoice V2
Sprint 22	27th Oct	API Testing Round 1, Documents, Budget V2
Sprint 23	10th Nov	AI Care Plan, API Testing Round 2, Dispute Statement
Sprint 24	24th Nov	Digital Statement, Collections V2
Sprint 25	8th Dec	Dispute Invoice, Clinical Assessment (Prescriptions)
Sprint 26	22nd Dec	Collections V2

Critical Deliverables & Deadlines

29th September 2025 - Budget V2 Complete

All client budgets converted to SAH model
Draft budgets generated for all 11,000+ clients
Data migrated, fully tested, and handed to operations
30 days for care partner training before go-live

1st September 2025 - Supplier Onboarding Live

Portal becomes source of truth for supplier data
All new suppliers register through portal
Automatic creation in MYOB/CRM

October 2025 - Claim Process Testing

Full month for “dress rehearsal” of claims process
Test runs with dummy data
Staff training on claim reconciliation

1st November 2025 - Go-Live

Support at Home program begins
All suppliers must be recontracted
All clients must have signed new HCAs
Collections process active

Feature Breakdown by Track

DISCOVERY (Pink)

Sprint 16 (4th Aug)

Collections V1

Sprint 17 (18th Aug)

Utilisation Rate

Sprint 18 (1st Sep)

Other Recipient Pages

Sprint 19 (15th Sep)

Invoices V2

Sprint 20 (29th Sep)

Amendments
Service Confirmation
Dispute Invoice
Auto-Approve Invoice
Query Invoice
HCA Flow

Sprint 21 (13th Oct)

Client HCA
Recontract Agreement

Sprint 23 (10th Nov)

AI Care Plan

Sprint 24 (24th Nov)

Clinical Assessment (Prescriptions)

DESIGN (Blue)

Sprint 17 (18th Aug)

Supplier Onboarding
Budget V2

Sprint 18 (1st Sep)

Client HCA
Recipient Uplift
Contact Uplift
Risks Needs Care Plan

Sprint 19 (15th Sep)

Update Questionnaire

Sprint 20 (29th Sep)

Budget V2

Sprint 21 (13th Oct)

Dispute Invoice

Sprint 23 (10th Nov)

Dispute Statement

DEV (Orange)

Sprint 17 (18th Aug)

Note Types

Sprint 18 (1st Sep)

Supplier Onboarding
Risks Needs Care Plan Webhook

Sprint 19 (15th Sep)

Budgets V2

Sprint 20 (29th Sep)

Utilisation Rate
Budget Preview

Sprint 21 (13th Oct)

Contact Uplift
Claim Training
Invoice V2

Sprint 22 (27th Oct)

API Testing Round 1
Documents

Sprint 23 (10th Nov)

API Testing Round 2

Sprint 24 (24th Nov)

Digital Statement

Sprint 25 (8th Dec)

Dispute Invoice

DATA (Yellow)

Sprint 19 (15th Sep)

Contact Data
Supplier & Recontracting

Sprint 20 (29th Sep)

Budget V2

Sprint 21 (13th Oct)

Utilisation Rate
Bill Claim CSV
Claim
Dispute Invoice

OPERATIONS (Green)

Sprint 17 (18th Aug)

Supplier Data

Sprint 22 (27th Oct)

Budget V2 Contact
Supplier Recontract
Budget Preview

Sprint 24 (24th Nov)

Collections V2

Detailed Feature Descriptions

AI Care Plan

Sprint: 23 (Discovery) Purpose: Use AI to draft care plans with human-in-the-loop approval Details:

AI generates draft care plan from assessment data and history
Care partner reviews and approves
Exploratory phase - no specific delivery date beyond discovery

API Testing Round 1 & 2

Sprints: 22 (Dev), 23 (Dev) Purpose: Test government’s Support at Home API integration Details:

Round 1: Pre-launch end-to-end testing (3-4 developers allocated)
Round 2: Post-launch validation with live data
Contingent on production API access
CSV fallback available if API not ready

Amendments

Sprint: 20 (Discovery) Purpose: Handle Home Care Agreement amendments when client situations change Details:

Currently managed via Zoho CRM workflow
Goal: Bring into portal to remove Zoho dependency
Triggered by management type changes (e.g., Self-Managed to Plus)
Creates new HCA addendum

Auto-Approve Invoice

Sprint: 20 (Discovery), 21 (Dev) Purpose: Automatically approve supplier invoices after time window Details:

Inspired by Mable’s model
48-hour window for client review
Auto-approved if no client intervention
Notification sent to client
Override period for client disputes

Bill Claim CSV

Sprint: 21 (Data) - Due: 29th September Purpose: Contingency method to submit claims via CSV if API not ready Details:

CSV format per Services Australia template
Compiles all billables for monthly subsidy claims
October used for test runs
Plan to switch to API when available

Budget Preview

Sprint: 20 (Data/Ops) - Due: 29th September Purpose: Generate draft budgets for all clients ahead of SAH launch Details:

Shows snapshot of upcoming budget under new rules
Care partners review ~200-250 budgets each
90% accuracy target acceptable for training
30-day lead time for adjustments and client communication
Tied to Budget V2 and Utilisation Rate

Budget V2

Sprints: 17 (Design), 19-20 (Dev/Data) - HARD DEADLINE: 29th September 2025 Purpose: Second version of budgeting system for SAH funding model Details:

Introduces budget versions (service plan versions)
Supports quarterly funding periods
New subsidy and co-payment rules
Migrate all existing package budgets to new structure
“Finished” = dev done, data migrated, fully tested, handed to ops
Every client’s budget converted to draft by end September
Ready to publish 1st November
Critical path item with cross-team dependencies

Budget V2 Contact

Sprint: 22 (Operations) Purpose: Contact all ~11,000 clients about new budgets Details:

Communication plan for Budget V2 rollout
Letters/emails to all clients
One-on-one calls for high-impact cases
Staff prepared for client conversations
Identify which clients need direct contact vs notification

Claim

Sprint: 21 (Data) - Due: 29th September Purpose: Build claims submission process for government subsidies Details:

Fortnightly/monthly claim cycles
Transform invoice data into remittance/claim file
Marco and Gus working on data transformations
October = “dress rehearsal” month
Can test with dummy data before Budget V2 complete
Validate 10% client contribution vs 90% subsidy split

Claim Training

Sprint: 21 (Dev/Ops) Purpose: Internal testing and training on claim submission Details:

Full month of October for testing in test environment
Finance/claims staff learn claim workflow
Review and reconcile claim outputs
Handle errors and edge cases
Prepare for real money in November

Client HCA (Home Care Agreement)

Sprint: 18 (Design), 21 (Discovery) Purpose: Enable clients to digitally sign HCA via Portal Details:

Discovery session: 18th August
Tile on client dashboard for “Home Care Agreement”
Client/representative can review and sign contract
Currently done via DocuSign or PDF outside portal
Triggered when package created or lead converted
Remove dependency on external signing tools

Clinical Assessment (Prescriptions)

Sprint: 24 (Discovery) Purpose: Handle clinical prescriptions for assistive equipment Details:

Certain purchases require clinical prescription/assessment
Capture OT/clinician recommendations
Link prescriptions to claims
Flag when “OT recommended item X”
If API not ready: manual workflow
Includes continence assessment flow
Awaiting list of professions allowed to prescribe each item
Hold bills until prescription verification

Collections V1

Sprint: 16 (Discovery) - Must-do for this quarter Purpose: Initial system for collecting client fees (co-payments) Details:

SAH introduces 10% client contributions
Automatically charge or follow up with clients
Identify unpaid contributions, generate invoices/reminders
First collections in November after services start
Confidence rating: 5/5 from team
Collections V2 planned for advanced features later

Collections V2

Sprints: 24, 26 (Operations) Purpose: Advanced collections functionality Details:

Payment plans
Advanced dunning processes
Deeper direct debit integration
Handle edge cases at scale
Deferred to later timeline
Scoping ticket created

Contact Data

Sprint: 19-20 (Data) Purpose: Verify and improve contact information for all clients Details:

Ensure correct representative/nominee on record
Pull data from My Aged Care for 11,000+ clients
MAC registers official “representatives” and “supporters”
May need to scrape MAC if API doesn’t provide contacts
Critical for HCA signing (send to right person)
Required for notifications to correct family member

Contact Uplift

Sprint: 18 (Design), 21 (Dev) Purpose: Redesign contact pages UI/UX Details:

Current: Cards with all roles (very cluttered)
New: Cleaner table/list view
Some contacts have “40 different roles”
Quick action to email care team
Incorporate Rep/Supporter distinction visually
Straightforward: “just changing to a list”

Digital Statement

Sprint: 24 (Dev - late November) Purpose: Provide clients with digital monthly statements Details:

First SAH statements generated in November
Show fees, subsidies, and spending online
PDF or web view in portal
Consolidates transaction, contribution data
Timed for end of November when first statements due

Dispute Invoice

Sprint: 20 (Discovery), 21 (Design), 25 (Dev) Purpose: Allow formal invoice disputes Details:

Client clicks “Dispute” on invoice with reason
Alerts Trilogy staff (email to Brian in finance)
Invoice-level (not line-item level) to avoid multiple disputes
Business rules: don’t pay supplier until resolved
Ties to contracting/supplier agreements
Later deliverable after core billing stable

Dispute Statement

Sprint: 21 (Design), 23 (Dev) Purpose: Dispute monthly statements Details:

Similar to Dispute Invoice but for aggregated statements
Flag statement entries client doesn’t recognize
Workflow for staff response
Shares logic with Dispute Invoice
Nice-to-have if time permits

Documents

Sprint: 22 (Dev) Purpose: Document Library for storing files against client records Details:

Store care plans, assessments, consents
Nice-to-have feature
Groundwork exists: upload behind feature flag
Need UI to list package documents
Security/access control required
Care partners can upload PDF (e.g., OT assessment) to client profile

Invoice V2

Sprint: 19 (Discovery), 20 (Design), 21 (Dev) Purpose: Next iteration of invoice management UI and logic Details:

Redesign invoice page and data structure
Distinguish transactions vs invoices
Invoices may contain multiple service transactions
Show line-item details better
New statuses: disputes, queries, auto-approved
Ready for November invoice flow

Note Types

Sprint: 17-18 (Dev) Purpose: Add new standardized note categories Details:

Back-end/config task only (no design needed)
“Just enum changes”
New classifications: Prescription, Care Plan Follow-up, Risk, etc.
Align with Risks and Needs updates
Internal configuration only

Other Recipient Pages

Sprint: 18 (Discovery) Purpose: Improve various recipient-side portal pages Details:

Currently card-heavy, not well sectioned
Long scrolls of care team, budgets, services info
Better organization needed
Clearer menu/navigation
Contacts page main example (see Contact Uplift)
Prescribed vs configurable dashboard
UX cleanup for SAH changes

Query Invoice

Sprint: 20 (Discovery) Purpose: Allow clients to ask questions about invoices Details:

Clarification without formal dispute
Mark invoice with comment: “I don’t recognize this charge”
Notifies Trilogy staff for review
Invoice-level (not per line-item)
May resolve with coordinator explanation
Step below formal dispute
Portal UI: “Query” button on invoice
Creates task for accounts support

Recipient Uplift

Sprint: 18 (Design), 21 (Design) Purpose: Broad improvements to recipient user experience Details:

Higher-level changes: navigation, capabilities
Clearer menu structure for recipients
Summary dashboard (“window into other pages”)
HCA signing tile added to dashboard
Self-service features from survey feedback
Mobile optimization (~40% users on mobile)
Overlaps with Other Recipient Pages

Recontract Agreement

Sprint: 21 (Discovery/Ops) - Must-do this quarter Purpose: All existing clients sign new HCA Details:

SAH mandates HCP clients transition to new HCA by November
Generate new agreements
Send portal invites to all active clients or reps
Track who has signed, send reminders
Must have correct Contact Data
E-signature capability in portal
Complete by end October so 1 Nov all clients agreed

Rep Type

Sprint: 21 (Discovery) Purpose: Distinguish Representative vs Supporter Details:

Representative: Makes decisions on behalf of client
Supporter: Assists client (limited authority)
Add field/attribute to contact records
Affects HCA signing (need to know who is legal rep)
May ingest from My Aged Care
Every contact marked: Representative, Supporter, or neither
Ties to Contact Data cleanup

Risks Needs Care Plan

Sprint: 17-18 (Dev) Purpose: Update Risks and Needs to meet Strengthened Quality Standards Details:

Add new fields/options
Tag high-risk items
Link needs to goals
Client Assessment Questionnaire populates data
Indicator flag for risk factors
Satisfy compliance requirements
Feed into AI features and prioritization
Early-mid August implementation
Already scoped, just code tickets

Service Confirmation

Sprint: 20 (Discovery) Purpose: Confirm services delivered Details:

Clients/staff acknowledge scheduled service occurred
Booking service = implicit confirmation in Trilogy model
Explicit confirmation for some cases
UI prototype in Figma
Send prompt after visit: “Did service X occur? Yes/No”
Ties to auto-approving invoices
Integration with scheduling/booking calendar
Link confirmation status to invoice approval logic
Reduce billing disputes

Supplier & Recontracting

Sprint: 19 (Data/Ops) - Critical: 100% by November Purpose: Recontract all existing suppliers under new terms Details:

Every provider signs updated agreements by November
New pricing structures
100% recontracted or offboarded (else bills held)
Identify all active suppliers, send contracts, track responses
Not-recontracted invoices → “verification with compliance” queue
May automate email to provider
Add field: “Recontracted = Y/N” on supplier profiles
Already underway in parallel with other tasks

Supplier Data

Sprint: 17 (Operations), 18 (Design/Dev) Purpose: Data migration/cleanup for suppliers ahead of SAH Details:

Tied to Supplier Onboarding project
Import supplier lists, ABNs, bank details
New attributes: service categories, agreed rates under new codes
Map suppliers to services they offer under new scheme
Load government-approved service categories and prices
Must be done pre-1 November
Runs in parallel to billing changes

Supplier Onboarding

Sprint: 17-18 (Design/Dev) - Go-live: 1st September 2025 Purpose: Enable new suppliers to register online Details:

Portal = source of truth for supplier info
Registration form with ABN lookup
Creates supplier in MYOB/CRM automatically
Eliminates Zoho forms process
Must-do (first on list)
“Every supplier can now originate from portal”
After 1 Sep: all new providers through portal only
Ties to recontracting: new suppliers must onboard via portal
Streamlines provider registration

Supplier Recontract

Sprint: 22 (Operations) Purpose: Process for re-signing existing suppliers Details:

Automated/semi-automated approach
Electronic signature collection at scale (hundreds of suppliers)
Possibly via Supplier Portal or special page
Fallback: CRM’s existing form system (DocuSign)
No supplier services after Nov 1 without new agreement signed
No explicit portal UI described - may use existing tools

Update Care Plan Webhook

Sprint: 18 (Dev) Purpose: Notify other systems when Care Plan updated Details:

Webhook to update Zoho CRM when care plan changes
Quick integration task
Keeps data in sync across platforms
Trigger audit log
Behind-the-scenes technical enhancement
Push notification when care plan changed (goals, services, etc.)

Update Questionnaire

Sprint: 19 (Design) Purpose: Revise client intake/assessment questionnaire for SAH Details:

Capture all necessary SAH data
Update as Risks and Needs change
New questions: representative info, existing equipment, etc.
Map responses to Care Plan
Align with government assessment form changes
Pat (clinical) involved in crafting questions
Before new clients onboard under SAH (ideally by Oct)

Utilisation Rate

Sprint: 17 (Discovery), 20 (Dev) Purpose: Display client budget utilization percentage Details:

Show how much of budget used so far
Flag clients under/over target
Target: 90-100% utilization
Prioritize clients during transition
Dashboard metric: progress bar or percentage
Calculate current services vs new budget
“Quick one – a four-hour quick one”
Identify low-utilization clients by late September
Alert coordinators post-launch for unused funds
Calculation on existing data

Key Dependencies & Risks

Critical Dependencies

Budget V2 → Everything else - Most features depend on new budget structure
Contact Data → HCA signing - Must have correct contacts before agreements
Supplier Recontracting → Billing - No payment to unrecontracted suppliers
API Availability - Government API access required for claims; CSV fallback exists
Government Policy - Final SAH rules may affect implementation

Major Risks

API Not Ready - CSV fallback prepared for claims
Supplier Recontracting - Not all suppliers may recontract in time
Data Migration - 11,000+ client budgets must convert correctly
Contact Accuracy - Wrong contacts = wrong people signing agreements
Training Time - 30 days to train care partners on new budgets (post-29 Sep)

Confidence Levels (Team Vote)

Collections V1: 5/5 - Everyone confident Budget V2: High priority, hard deadline set Utilisation Rate: Quick implementation expected Supplier Onboarding: Essentially complete

Must-Do Items (Non-Negotiable)

Budget V2 - 29th September deadline
Supplier Onboarding - 1st September go-live
Collections V1 - Required for November
Recontract Agreement - All clients by November
Supplier & Recontracting - 100% by November
Claim & Bill Claim CSV - Ready by 29th September

Nice-to-Have Items

Documents - Document Library feature
Contact Uplift - UI polish
Dispute Statement - If time permits
AI Care Plan - Exploratory only

Team Allocation Highlights

3-4 developers for API Testing Round 1
Data team (Marco, Gus) handling claims transformations
Bruce, Erin, Cara did initial amendments discovery
Romy and design team on Client HCA UI/UX
Pat (clinical) involved in questionnaire updates
~200-250 budgets per care partner for review

Key Quotes from Meeting

“Finished” definition: “Not just dev done, but data migrated, fully tested, and handed over to ops”
On suppliers: “100% of suppliers recontracted or offboarded, otherwise bills will be held”
On timeline: “We have to contact every [client] because their budget’s being converted to Support at Home”
On testing: “Full month of October for testing claims in a test environment”
On auto-approve: “Auto-approved by default after 48 hours unless the client explicitly rejects it”

Post-Implementation (Post Nov 1st)

API Testing Round 2 validates live integration
Digital Statements generated end of November
Collections activities begin with first client contributions
Dispute Invoice/Statement features deployed
AI Care Plan remains in exploratory phase
Collections V2 and advanced features next quarter

Success Criteria

✅ All client budgets converted by 29 Sep ✅ All suppliers onboarded via portal by 1 Sep ✅ 100% suppliers recontracted by 1 Nov ✅ All clients signed new HCA by 1 Nov ✅ Claims process tested and operational ✅ Collections system live for November contributions ✅ Portal ready for SAH program launch

This summary synthesizes the BRP roadmap, transcript discussions, and feature requirements for the Support at Home transition planning. All dates and dependencies should be continuously monitored as the program approaches go-live.