Community Care Connector (Customer Service)

About Trilogy Country Cares

At Trilogy Country Cares, we believe that where you live shouldn’t limit how well you’re cared for. Our mission is simple: empowering older Australians to live independently in the home they love for longer. We work in some of Australia’s most remote and underserved communities from large regional centres to very remote outback towns and we’re proud to be making a real difference where it matters most. Our community-first philosophy means genuine human connections are at the heart of everything we do. If you share our passion for community care, we’d love to meet you.

About the Role

As a Community Care Connector, you’ll be the vital link between older Australians in rural and remote communities and the quality aged care services they deserve.

Sitting within our Community Growth team, you’ll support self-managed Home Care Package clients to build confidence and independence in directing their own care — connecting them to trusted local providers, maximising their package utilisation, and ensuring they feel genuinely supported every step of the way.

This isn’t a desk-and-data role. It’s a people-first role where your warmth, your curiosity, and your passion for community will be your most valuable tools.

What You’ll Do

Connect & Engage Clients

• Build genuine rapport with clients through warm, proactive, and consistent communication
• Connect clients to trusted local service providers that match their individual goals and preferences
• Support clients to build confidence and independence in managing their own ongoing care

Maximise Package Utilisation

• Proactively identify and engage clients with under-utilised care packages
• Build robust support networks that encourage consistent, meaningful service uptake
• Liaise with service providers to confirm availability, resolve issues, and align with care plans

Promote Care Options & Drive Growth

• Have values-led conversations with clients about the full range of care options available to them
• Identify opportunities to expand and deepen client engagement within our model
• Maintain accurate CRM records and provide timely reporting on client engagement and utilisation

Grow & Maintain the Provider Network

• Build and sustain strong relationships with community providers across rural and remote areas
• Maintain and regularly update a directory of high-quality local service providers
• Support identification and onboarding of new providers in underserviced communities

Who We’re Looking For

You’re someone who genuinely cares about people, about community and about making a difference. You bring:

• A genuine warmth and the natural ability to build trust with older Australians and their families
• Strong communication skills — clear, compassionate, and confident
• Experience using CRM systems for client or relationship management
• Exceptional organisation and the ability to proactively manage a busy client portfolio
• A commercially minded outlook with a focus on utilisation, growth, and client outcomes
• An understanding of community and aged care services (preferred, but not essential)

You’ll really stand out if you have:

• Lived or professional experience in rural or remote communities (MMM3–MMM7 highly regarded)
• A passion for community-led care and a belief in the power of local networks
• Experience building and maintaining provider or community partnerships
• Resilience, creativity, and a solutions-focused mindset when navigating complex client needs

Why Join Trilogy Country Cares?

• Do work that truly matters — every conversation, every connection makes a real difference
• Be part of a values-driven team that genuinely puts community first
• Permanent full-time role with a clear purpose and growing organisation
• Collaborate with a passionate Community Growth team committed to your success
• Serve the Australians who need it most — rural and remote communities across the country

Ready to connect, empower, and make a difference?

Apply now and become part of something meaningful.