Job Description

Help Us Shape the Future of Aged Care

Trilogy Care is Australia’s fastest-growing approved provider of the Federal Government’s
Support at Home program. Our innovative Self-Management and Fully Coordinated
models deliver greater choice, transparency, and value to our clients,
ensuring they spend less on management fees and more on long-term care and
services.

At Trilogy Care, we take immense pride in creating an empowering and fulfilling workplace
for our dedicated employees. We believe that our team is the cornerstone of our
success and as such, we are committed to providing a supportive and rewarding
environment.

About the Role

We're hiring
a Quality and Complaints Officer to join our Quality & Operations team.
You'll work closely with Senior Quality Officers to manage commission
complaints, support SIRS reporting, and drive quality assurance across our home
care operations.

This is
governance work that lands, investigations that lead to real change, reporting
that goes to executives and regulators, and process improvements that protect
both consumers and the team that supports them. In this role, you'll build a
direct working relationship with the Aged Care Quality and Safety Commission
through your management of SIRS reporting, Commission complaints, and
investigations. If you're detail-oriented, collaborative, and want to use AI
tools to make compliance work better, this role is for you.

This role is
part of a broader investment in Trilogy Care's governance and quality
capability, the person in this seat will help shape how we do this work, not
just maintain what exists today.

What You’ll Do

• Work closely with Senior Quality
  Officers to manage regulatory matters and internal escalations end-to-end;
  investigation, documentation, and regulatory response
• Manage SIRS reporting with accurate
  documentation and submission within required timeframes, building and
  maintaining a strong working relationship with the Aged Care Quality and Safety
  Commission
• Provide quality assurance oversight
  across incidents, complaints, and compliance; including governance of
  escalation pathways and reporting protocols
• Analyse complaint and incident data
  to identify trends, evaluate outcomes, and inform decision-making
• Interpret and apply aged care
  legislation and standards in practice; turning complex requirements into clear,
  workable decisions, and knowing when to escalate

What You'll Bring

• Strong complaints-handling experience; you can navigate sensitive situations with
  care and process discipline, knowing when to act and when to escalate;
  experience in a regulated environment is highly regarded.
• Sound understanding of governance, compliance, and risk management in a
  regulated setting
• High attention to detail and strong time management in a fast-paced environment;
  you can be relied on to work independently, follow process without being
  reminded, and raise a hand early when something needs it
• Strong written documentation skills, a collaborative approach, and the confidence
  to pick up new systems and AI tools quickly
• Strong written and verbal communicator; you adapt your style to the audience,
  whether that's a candid conversation with a colleague or a measured
  response to a regulator
• Aged care experience (home care desirable), and familiarity with SIRS, ACQSC
  complaints processes, or AI tools, any of these is a bonus

Why Trilogy Care?

• Expansive new King Street, Bowen
  Hills office with excellent facilities, close to public transport, cafes,
  restaurants and supermarkets
• Vibrant team culture and regular
  social events
• Opportunities for career mapping
  and career progression within the company
• Salary packaging to boost your
  take-home pay
• Access to Fitness Passport to
  support your health and wellbeing
• 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 going beyond compliance and coordination –
we’re applying AI, automation and operational design to deliver better client
experiences and better employee ones. Every staff member has access to
generative AI tools, training, and time to experiment - not just the Tech team!
Whether you're in finance, people & culture, growth, or support, you’ll be
part of an industry-first AI movement where we reward ideas that improve care
outcomes, safety, efficiency or team wellbeing.

Please note

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

We appreciate the interest of recruitment agencies but kindly ask that resumes not
be submitted unless a prior agreement is in place. Trilogy Care will not accept
responsibility for any fees related to unsolicited resumes.