Job Description

Help Us Shape the Future of Aged Care

Trilogy Care is one of Australia’s fastest-growing approved Support at Home (HCP/S@H) providers.

We’re a vibrant, purpose-driven team dedicated to helping people live independently at home for longer. Our work goes beyond requirements - it’s about creating meaningful impact for our clients, their families, and our people. We’re proud to be building a workplace where individuals feel empowered, supported, and valued.

The Team Leader plays a key role in balancing client care delivery with team leadership. This position ensures clients receive high-quality, consistent support while empowering Care Coordinators to perform at their best. By providing guidance, monitoring performance, and addressing challenges, the Team Leader contributes to operational efficiency, continuous improvement, and a strong, collaborative team environment.

What You’ll Do

Personal Caseload Management (up to 75 clients)

• Manage a personal portfolio of up to 75 clients
• Conduct regular client check-in calls to maintain strong relationships and identify evolving needs
• Complete new client introductions and onboarding processes
• Triage and respond to inbox enquiries in a timely and efficient manner
• Review client budgets and service plans to ensure optimal utilisation of funds
• Monitor and action bills on hold within required timeframes
• Return all assigned and missed calls promptly
• Process package upgrades and service inclusions as required
• Post job requests on Care Vicinity and source suitable service providers
• Report incidents in line with organisational policies and procedures

Team Leadership & Management

• Lead, motivate, and support a team of Care Coordinators and Senior Care Coordinators
• Conduct daily one-on-one check-ins to provide feedback, guidance, and support
• Maintain accurate employee management notes in EH
• Monitor team performance against KPIs and implement improvement strategies where needed
• Provide training, mentoring, and professional development opportunities
• Foster a collaborative, inclusive, and high-performing team culture
• Support team members with workload management and prioritisation

Quality Assurance & Compliance

• Conduct quality assurance audits of client files, documentation, and coordination processes
• Identify quality gaps and implement corrective actions
• Monitor team adherence to documentation and compliance standards
• Provide constructive feedback to drive continuous improvement

Escalations & Problem Resolution

• Manage escalations and initial complaints relating to client matters
• Investigate and resolve client concerns and service delivery issues
• Escalate complex or high-risk matters to the FC-I Manager when required
• Provide guidance to team members on handling challenging situations
• Act as the first point of contact for urgent or sensitive client issues

Operational Support & Reporting

• Participate in daily stand-ups and weekly meetings with the FC-I Manager
• Monitor, analyse, and report on team performance metrics and trends
• Contribute to process improvements and operational efficiency initiatives
• Support the implementation of organisational changes and new processes within the team

What you'll bring

• Minimum 2+ years' experience in care coordination, case management, or NDIS support services
• Demonstrated experience leading, coaching, or mentoring team members
• Strong understanding of Trilogy Care and S@H
• Excellent communication, interpersonal, and conflict-resolution skills
• Proven ability to manage multiple priorities and balance caseload with leadership responsibilities
• Strong problem-solving skills with ability to handle escalations and complaints effectively
• Proficiency in client management systems, performance metrics.

Why Trilogy Care?

• Modern 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 (Novated Leasing) 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.