Assessment Partner | Customer Service

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.

What You’ll Do

• Conduct personalised assessments for new and existing Support at Home clients, using an enablement and wellness approach to identify individual needs
• Develop clear, goal-oriented care plans in collaboration with clients and their representatives, aligned with their lifestyle, preferences and support goals
• Recommend tailored services and supports that empower clients to maintain independence and achieve meaningful outcomes
• Identify and assess potential health and safety risks through targeted questioning and medical history reviews.
• Build the client’s initial Support at Home budget and service plan to ensure service allocation is in line with allocated funding.
• Maintain a minimum caseload of four assessment meetings per day (subject to change)
• Make appropriate referrals for clients presenting with high-impact or high-prevalence concerns.
• Educate and guide clients and their families on risk identification, prevention and ongoing management.
• Maintain accurate, up-to-date documentation within our care management system (we’ll provide full training)
• Work independently and as part of a multidisciplinary team to support each client’s wellbeing and quality of life

What You’ll Bring

• Experience in aged care, Home Care Packages (HCP), NDIS, or care planning is highly desirable
• Experience in customer service or contact centre environments.
• You may have some clinical, community or care support experience, but this is not mandatory.
• Confident, empathetic communicators with strong interpersonal and written communication skills.
• Digital confidence with Microsoft 365 tools (including Outlook, Excel, Teams and SharePoint) and CRM systems
• Proactive and self-motivated, with the ability to work independently and collaborate within a team
• Strong skills in decision-making, time management, critical thinking, and dispute resolution
• A passion for growth, learning and building a meaningful, sustainable career in the Aged Care sector

Why Trilogy Care?

• Monday to Friday only – no shiftwork, no weekends
• No driving required – all client interactions are via phone or video
• Modern office in King Street, Bowen Hills – surrounded by cafes, supermarkets, and public transport
• Clear career pathways across departments for those who show initiative
• Salary packaging options to boost your take-home pay
• Vibrant, inclusive team culture with regular social events
• Employee benefits including Fitness Passport, EAP support for you and your family

Help Us Shape the Future of Aged Care

Let this be the role that brings purpose and balance back into your career. Empower older Australians to live independently in the home they love for longer and help us raise the standard of care, one assessment at a time.

At Trilogy Care, we’re changing aged care for good — not with more paperwork, but with smarter, faster, AI-supported ways of working that put clients and employees first. With organisation-wide access to AI tools and strong leadership support, every team member is empowered to embrace new ways of working. By lifting the burden of admin, AI is helping us make workdays more human — not less. If you’ve ever wished for more time with clients and less time on documentation, you’ll find a future-focused care team here that’s ready to back you all the way.

Please note:

• Applicants must have full Australian work rights.
• As part of our onboarding process, a police check and professional references are required.

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.