Idea Brief — Contact Module Uplift


Section	Details
Owner	Product Management – Will (Trilogy Care)
Stakeholders – Primary	Care Partners, Coordinators
Stakeholders – Other	Compliance, Internal Ops staff, Recipients, Supporter Representatives, Private Partners (GPs, specialists, pharmacists, optometrists)


Section	Details
Problem Statement	The current Contacts module only displays ~6 rows at once, relies on free-text role entries, and surfaces only the primary Supporter Representative from My Aged Care. This results in missing contacts, inaccurate authority attribution, and downstream risks. Coordinators and Care Partners struggle to find and manage the right stakeholders efficiently. Critical flows like Home Care Agreement sign-off, care communications, and compliance audits depend on accurate contact-role mapping.
legal..	we need to ensure compliance with the updated regulations while safeguarding care recipients’ rights, privacy, and access to information
legal..	We need clarity on the responsibilities and limitations of Authorised Representatives and Supporters, particularly where they are also a care recipient’s contractor

Section

Details

Solution

Deliver a Contact Module Uplift that:

• Expands the contacts grid (≥15 visible rows on desktop; mobile accordion with lazy load).

• Introduces a fixed role taxonomy (Supporter Rep, Secondary Supporter, GP, Specialist, Informal Carer, Emergency Contact, Other).

• Maps roles to authority levels (Decision-Maker, Advisor, View-Only).

• Enforces exactly one Primary Decision-Maker per recipient; editable only by Trilogy internal staff, Care Partners, or existing Primary Decision-Makers.

• Provides add/edit/archive workflows with audit logging.

• Supports MAC contact import via monthly + manual refresh, with conflict resolution in a side-by-side modal.

• Enables adding Private Partners (e.g., GP, pharmacist) with predefined partner types.

• Hooks into email templates using mailto + TCID tagging.

• Surfaces “Last Login” and “Last Communication” to give visibility into contact activity. • Ensures WCAG 2.1 AA compliance and sub-second performance for lists of up to 100 contacts.

Section

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Benefits

Accuracy & Governance: Every recipient has one validated Primary Decision-Maker; roles and authority consistent.
• Efficiency: Contact add/classify completed in ≤30 seconds.
• Coverage: 100% of MAC contacts surfaced and reconciled (no manual re-keying).
• Readiness: Enables role-specific comms, HCA sign-off workflows, and care partner communications at scale.
• Compliance: Complete audit of all lifecycle changes; no mis-escalations.
• User Satisfaction: Faster navigation and clearer role visibility address a top pain point raised in product feedback.

Section	Details
Assumptions & Dependencies	MAC integration delivers contact exports but does not push deletes; stale contacts must be flagged manually. Monthly sync cadence plus manual refresh is sufficient. Multiple roles per contact allowed. Audit logging and comms governance align with Care Management Activities (CMA) PRD. Email MVP is mailto; in-portal sendMail may follow under CMA.


Section	Details
Area of Focus	Consumer Journey, Care Coordination, Compliance, Communication
Urgency	High — prerequisite for SAH go-live and HCA workflows
Estimated Impact	High — affects all recipients, Care Partners, Coordinators, and downstream processes.
Resource Requirement	Multi-squad effort: Product, Design, Engineering, Data Integration, Compliance

Section

Details

Risks

Authority mis-mapping: risk of wrong person signing HCA → mitigated via role-to-authority locks and audit confirmation.
MAC schema changes: import failures → mitigated by contract tests and schema versioning.
Mobile UX degradation: large lists harder on small screens → mitigated by accordion and virtual scroll.
Mailto limitations: lack of telemetry → intent logged; richer send handled by CMA.

Section	Details
Compliance	Enforces SAH requirements for valid decision-maker attribution. • Ensures communications, agreements, and role changes are auditable.
Estimated Effort / Cost / Time	~2–3 sprints (multi-squad; grid uplift, MAC import, role schema, email hooks, audit logging).
Estimated Benefits	Elimination of manual re-key events. • Compliance protection (avoid penalties from misattributed HCAs). • Faster workflows (≤30s add/classify). • Higher Care Partner & Coordinator satisfaction.


Section	Details
Next Steps	Proceed to full PRD (this document has already been drafted). Confirm scope of role taxonomy, import conflict handling, and mobile parity.

old CCU 1. Idea Brief Care Circle Uplift 527138821

Trilogy Care Portal : CCU - 1. Idea Brief - Care Circle Uplift

Idea Brief — Contact Module Uplift

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