Ready to make a real impact in aged care quality and compliance? We’re on the lookout for a Quality and Operations Coordinator who thrives in a fast-paced environment, loves problem-solving, and is passionate about top-tier service for care recipients. In this role, you'll be at the forefront of managing compliance, incident reporting, and quality improvement initiatives, playing a vital role in maintaining high standards and delivering excellent care. If you're detail-oriented, proactive, and ready to drive positive change, we’d love to hear from you!

About Trilogy Care

Trilogy Care is Australia’s fastest-growing provider of the Federal Government’s Home Care Package (HCP) program. Our self-management model, rooted in the principles of choice, excellence, and integrity, aims to deliver more value and independence to our care recipients. We are passionate about empowering older Australians to remain in their own homes by offering flexible, personalized care that aligns with their lifestyle choices.

As a team member, you will be part of a workplace that fosters innovation, ownership, and professional development. We strive to create a collaborative environment where our employees are valued, respected, and equipped to deliver exceptional care.

About the Role

As a Quality and Operations Coordinator, you will play a critical role in supporting the management of commission complaints, Serious Incident Response Scheme (SIRS) reporting, and compliance processes within Trilogy Care. This role ensures that serious incidents and complaints are documented, reported, and resolved efficiently, aligning with Trilogy Care’s quality and regulatory requirements. Your work will involve gathering and preparing reports, tracking compliance issues, assisting in investigations, and supporting quality improvement initiatives. Through effective coordination and collaboration, you will help maintain high standards of service and regulatory compliance while ensuring a positive experience for consumers and stakeholders..

Key Responsibilities

• Support the management of commission complaints and internal escalations, ensuring timely investigation, resolution, and compliance with regulatory requirements.

• Assist with Serious Incident Response Scheme (SIRS) reporting, ensuring accurate documentation and submission within required timeframes.

• Assess existing workflows related to incident reporting, complaints handling, and compliance management to identify inefficiencies and areas for improvement.

• Collaborate with cross-functional teams to enhance operational processes, ensuring compliance and service quality improvements.

• Help implement technology solutions and automation tools to improve incident tracking, reporting accuracy, and operational efficiency.

• Analyse complaint and incident data to identify trends, evaluate outcomes, and inform decision-making.

• Prepare and present reports detailing the progress and impact of incident management and quality assurance initiatives.

• Support change management efforts, ensuring the smooth implementation of compliance-related improvements.

Skills and Attributes

• Efficiency Mindset: Ability to identify and support process improvements that enhance compliance, streamline incident reporting, and improve efficiency.

• Collaboration Skills: A strong team player who works seamlessly across departments to support compliance, complaints resolution, and quality assurance goals.

• Regulatory Knowledge: Understanding of SIRS requirements, commission complaints processes, and compliance obligations in aged care is advantageous.

• Excel Proficiency: Advanced Excel skills, including data management, pivot tables, formulas, and reporting tools, to support analysis and compliance tracking.

• Attention to Detail: Ensures accuracy in compliance documentation, reporting, and incident tracking, with a focus on precision and consistency.

• Strong Communication Skills: Ability to effectively communicate with internal teams, external stakeholders, and regulatory bodies, ensuring clear and professional interactions.

• Time Management & Prioritisation: Ability to handle multiple tasks, meet deadlines, and manage workload efficiently.

• Experience in aged care operations, particularly home care, is advantageous.

Trilogy Benefits

• New and expansive King Street office with excellent facilities, close to multiple transport options, cafes, restaurants, and supermarkets.

• Enjoy a vibrant team culture and active social events calendar.

• Salary Packaging and Novated Leasing access for employees

• Employee Assistance Program (EAP) support for you and your immediate family members.

• Discounts available to employees for everyday expenses, including your morning coffee and wellness activities.

Unlock Your Potential with Trilogy Care

Contribute to a Trilogy Care legacy that values Choice, Excellence, Integrity, Ownership, Innovation, and Wellbeing. This is a fantastic opportunity for a dedicated employee to make a real impact while continuing to develop and refine their professional skills. Apply now to take the next step in your Trilogy Care career and help us shape the future of care together!