Trilogy Care Portal : CCU - 2. PRD - Care Circle Uplift

1. Executive Summary

The Contact Module Uplift (also referred to as Care Circle Uplift) ensures that Care Partners, Coordinators, and Recipients can comprehensively manage and view a recipient’s care circle in the Trilogy Care Portal.

PROBLEM STATEMENT:
Today, the system caps visible contacts, relies on free-text roles, and fails to surface the full set of contacts from My Aged Care (MAC). This leads to missing or inaccurate authority records, misdirected agreements, and compliance risks.

THE IDEA:
The uplift will deliver:

A scalable, accessible contacts grid.
A fixed role/authority model.
Systematic import & reconciliation from MAC.
Governance of Primary Decision-Maker assignment.
Support for both main contacts and private partners (e.g., GP, pharmacist, optometrist).
Role-aware communications (email templates with TCID tagging).
Auditability across all lifecycle changes.

It underpins critical downstream flows: Home Care Agreements, direct care activities, communications, and compliance reporting.

2. Admin & Links


Field	Entry
Status	Draft
Jira ID	TP-1908 - [CCU] Care Circle Uplift [TP-1908] Ready for QA
Initiative	SAH Readiness — Contact Module Uplift
Owner	Product Management – Will (Trilogy Care)
Designer	Beth (Design Lead)
Tech Lead	TBC
QA	TBC
Target Release	November 2025 (aligned with SAH reforms)

3. Problem (Why Now)

Low visibility: current UI shows ~6 rows, forcing scrolling and clicks.
Unreliable role capture: free-text roles → no authority consistency.
Partial imports: only the primary Supporter Representative from MAC is surfaced; others are dropped.
Downstream blockages: HCA routing, role-aware email templates, and compliance audits depend on accurate contacts.
User demand: Big Room Planning feedback flagged contact accuracy as a top pain point for portal users.

4. Audience

Care Partners – manage recipient care and need accurate, role-based contacts.
Coordinators – day-to-day management of recipient cases; require fast contact access.
Recipients – must be able to view their care circle, see who their Primary Decision-Maker is, and confirm who is involved in their care.
Compliance team – rely on accurate role/authority mapping for agreements and audits.
Internal staff – support onboarding, governance, and back-office operations.
External stakeholders – Supporter Representatives, Secondary Supporters, Private Partners (GPs, specialists, pharmacists, optometrists).

5. Desired Outcomes

All recipient stakeholders surfaced in one view.
Roles consistently mapped to authority levels.
Exactly one Primary Contact (Decision-Maker) per recipient at all times.
Seamless import and reconciliation from MAC.
Role-driven email template triggers (mailto with TCID).
Full auditability of contact history.
Recipients can clearly see their care circle and know who their Primary Decision-Maker is.

6. Goals & Success Metrics


Goal	Metric	Target
Increase visibility	Contacts visible without scroll (desktop)	≥15 rows
Reduce add/classify time	Time to add + role select	≤30s
Accuracy of imports	MAC contacts reconciled	100% (no re-keying for 30 days)
Authority fidelity	Incorrect authority escalations	0 in month 1
Governance	Primary decision-maker enforced	100% of recipients
Audit	Lifecycle + comms logged	100%
Recipient clarity	Recipients can see their Primary and grouped contacts	100%

7. Assumptions

MAC provides a contacts export for scheduled imports (monthly + manual refresh). No deletes propagate. Stale records flagged for review.
Multiple roles per contact allowed.
Primary stakeholder flag editable only by internal staff, Care Partners, or Primary Decision-Makers.
Email flows: initial MVP is mailto with TCID tagging; future integration (Graph sendMail) may come later.
Calls/emails may be linked to contacts later (last login / last communication surfaced).

8. Background / Context

The broader Care Management Activities (CMA) PRD sets audit/comms standards: no AI-generated content, deterministic triggers, template governance, evidence completeness.

Contact Module Uplift provides the role and authority substrate that CMA depends on for compliant communications.

9. Definitions

Refer to: Definitions and personas


Term	Definition
My Aged Care (MAC)	Government system exposing recipient supporters and representatives.
Supporter Representative (SR)	Official decision-making contact from MAC. Maps to Decision-Maker authority.
Authority Levels	Enum: Decision-Maker, Advisor, View-Only.
Primary Stakeholder	Exactly one Primary Decision-Maker flagged per recipient; enforced by rule.
Private Partner	External professionals linked to care (GP, geriatrician, specialist, pharmacist, optometrist).
Tags	Role indicators (e.g., Registered Supporter, PoA, Guardian, Emergency, Lives Close By).
TCID	Trilogy Care identifier used in comms for audit and traceability.

10. Scope Requirements

User Stories & Acceptance Criteria

Epic	User Story	Acceptance Criteria	MoSCoW	Des
E1: Scalable Grid	As a Care Partner/Coordinator, I see ≥15 contacts at once.	Grid shows ≥15 rows desktop; sticky header + pager.	Must	Depends on screen size
	As a Recipient, I can view all of my contacts grouped by role.	When I log into the Portal, I see my Main Contacts and Private Partners clearly grouped.	Must
	As a Care Partner / Recipient, I can see relationship roles and responsibilities of a contact
	As a Care Partner / Recipient, I can view/edit client contact details as well as Main and Private Partner contacts	Sept 24th meeting	Must
	As a Care Partner I can see a contact’s (with granted access to portal) last activity in portal, and date added	Sept 24th meeting	Must
E2: Add/Edit/Archive	As a Care Partner/Coordinator, I can add/edit/archive contacts with roles[].	Role required; authority auto-sets; soft delete keeps history.	Must
E3: Primary Governance	As a Care Partner/Coordinator, I can enforce exactly one Primary per recipient.	Validation blocks multiple primaries; only authorized users may edit.	Must
	As a Recipient, I can see who is set as my Primary Decision-Maker.	Primary is clearly flagged in the contact list.	Must
	As a Care Partner, my package context menu will display the client and/or their Primary contact	Sept 24th meeting
E4: MAC Import	As a user, I can import new MAC contacts.	Monthly + manual refresh; conflicts shown in diff modal; accept/skip/map.	Must
E5: Role/Authority Mapping	As a user, when I set SR, authority auto-sets to Decision-Maker.	Locked, not editable.	Must
E6: Email Hooks	As a user, emailing a GP uses the GP template with TCID.	Template preselected; TCID in subject.	Should
E7: Private Partners	As a user, I can add a GP/pharmacist/etc.	Dropdown with predefined partner types; saves to partner section.	Should
E8: Compliance Export	As Compliance, I can export contact role history.	CSV includes timestamps, actor, before/after, authority, primary flag.	Should
Emails	I can send administrative or finance emails from Portal
Emails	I can send Marketing emails from Klaviyo
Emails

11. Out of Scope

SMS or push communications.
Bulk role editing.
Two-way sync back to MAC.
In-portal email delivery (covered by CMA).

12. Open Questions

Should roles expand beyond the initial seven (add Guardian, Plan Manager, Pharmacist as first-class)?
Conflict handling: do we require reason codes when rejecting imports?
Mobile parity: is view-only enough, or should mobile also support add/edit/import?
Rollout: do we prefer feature-flag + shadow UI or a single release?

13. User Interaction & Design Notes

Create Contact (empty state) → add Main Contact or Private Partner.
Main Contact form: personal details, roles (multi-select), authority auto-mapping, flags for SR/Guardian/PoA requiring documentation. Missing docs trigger warnings.
Private Partner form: structured partner-type list (GP, pharmacist, etc.).
View Contacts: grid with grouped sections (main vs partners), role chips, authority tags, last login/last communication data.
Resync button for imports.
(Confirmed in Care Circle Uplift Figma, pages 1–2.)

14. Milestones


Phase	Owner	Start	End	Notes
Schema finalisation	Eng/Product	Aug	Sep	Role/authority list locked
Grid uplift & UI scaffolding	Eng	Sep	Sep	≥15 rows, sticky header
Add/Edit/Archive + primary governance	Eng	Sep	Oct	Authority auto-mapping
MAC import & diff modal	Eng/Data	Sep	Oct	Monthly cadence + refresh
Partner-type support	Eng	Oct	Oct	Predefined dropdown
Email template hooks	Eng	Oct	Oct	Mailto w/ TCID
Audit & compliance export	Eng	Oct	Oct	CSV export
UAT & migration (backfill roles)	Ops/QA	Oct	Nov	Script + training
Release	All	Nov	Nov	Aligned to SAH go-live

15. Acceptance Criteria (System-Level)

One Primary Decision-Maker enforced per recipient.
Required fields validated (name, role, authority).
SR role always = Decision-Maker.
PoA/Guardian must upload documents.
Audit logs capture add/edit/archive, authority changes, primary flag, comms sent.
Imports reconcile with diff modal; no auto-deletes.
Grid loads 100 contacts in <1s; search/filter in <200ms.
WCAG 2.1 AA compliance.
Recipients can view their care circle and see their Primary Decision-Maker clearly flagged.

16. Risks & Mitigations


Risk	Impact	Mitigation
MAC schema or process changes	Import failures	Contract testing; fallback manual add
Authority mis-mapping	Wrong person signs HCA	Dual confirmation on role change; audit alerts
Mobile UX degradation	Field teams blocked	Virtual scroll; define MVP parity
Mailto limits	No telemetry	Log “intent”; Graph sendMail later (CMA)

17. Reference Materials

Contact Module Uplift.docx (authoritative requirements)
Care Circle Uplift Figma PDF (UI/UX reference).
CMA – PRD (draft) (context: email, audit, compliance standards)
Big Room Planning August 2025 deck (context: SAH reforms, portal roadmap)
Meeting on Sept 24th - https://app.fireflies.ai/live/01K5AK3CQRB1RZME87DD12WHAT?ref=copied
From the Department: https://www.health.gov.au/our-work/aged-care-act/about/registered-supporters-in-aged-care
Registered Supporters Glossary:
https://www.health.gov.au/sites/default/files/2025-09/registered-supporters-glossary.pdf

old CCU 2. PRD Care Circle Uplift 527138848