What does the Trilogy Care compliance team do?

compliance team

At Trilogy Care, your safety and comfort at home are our top priorities. That’s why we have a dedicated compliance team—experts committed to ensuring that the care workers you choose are qualified, reliable, and trustworthy. Thanks to their rigorous processes, you can feel confident and secure, even when welcoming someone into your home for the first time.

What is the compliance team?

At Trilogy Care, we are dedicated to providing care that enhances the health, wellbeing, and lifestyle of every care recipient. A key part of this commitment is ensuring that the workers you invite into your home are dependable and skilled.

The compliance team plays a vital role in this process by conducting comprehensive background checks on all care workers engaged through Trilogy Care.

What are the duties of the compliance team?

The compliance team is responsible for ensuring that all providers and support staff meet the qualifications required to deliver exceptional care. This includes:

  • Registration verification: Ensuring all service providers register via the Trilogy Care website using the Workforce Provider Form
  • Document verification: Checking mandatory documents such as ABNs, police checks, NDIS worker clearances, and insurance certificates (e.g., public liability and personal accident insurance)
  • Agreement management: Confirming that organisations and sole traders have the appropriate agreements in place, such as Brokerage or Service Agreements, outlining clear fee structures
  • Safety and accreditation compliance: Verifying that workers possess the necessary certifications or qualifications for their service type, such as Certificate III in Individual Support (Ageing and Disability), current AHPRA registration for clinical care, demonstrated completion of relevant competencies or professional memberships for allied health professionals.
  • Task-specific requirements: Ensuring that services such as high-level personal care, clinical care, or allied health support comply with all relevant licences and protocols

Trilogy Care’s onboarding process

Onboarding new care workers and organisations is a key focus for the compliance team, ensuring care recipients always have access to safe and reliable support. Their support includes:

  • Registration guidance: Helping workers and providers navigate the registration process on the Trilogy Care website
  • Document assistance: Assisting with collecting and verifying compliance documents to ensure all information is accurate and current
  • Ongoing communication: Maintaining regular contact with new and existing workers to clarify compliance requirements and uphold Trilogy Care standards
  • Customised support: Offering tailored guidance for specific service types (e.g., personal care or allied health), ensuring all credentials align with required standards
  • Continuous monitoring: Regularly reviewing and updating compliance records, guiding workers on renewals to stay compliant with regulations

Why is compliance so important?

The compliance team is an essential part of Trilogy Care’s operations, reflecting our unwavering commitment to your safety and wellbeing at home. They also play a vital role in helping providers join the Trilogy Care system.

Whether it’s obtaining worker clearances or updating insurances, the compliance team offers hands-on support to providers. This ensures our system continues to grow with trusted, qualified professionals, benefiting care recipients like you.

Join Trilogy Care for safe, reliable support

We’re proud to offer a dedicated compliance team that ensures every care worker engaged through Trilogy Care meets our high standards. If you’re looking for a self-managed Home Care Package provider committed to your safety and wellbeing, contact Trilogy Care today on 1300 459 190 or via our website.

Important changes to the Support at Home program - annual caps

Support at Home annual caps

Important news was released today, 19 November, about the upcoming Support at Home program. Following strong resistance to the annual caps on cleaning and gardening from care recipients, their families, and aged care workers, the government has announced a change. The proposed annual caps have been removed from the aged care bill altogether. 

What does this mean for care recipients?

This is excellent news for care recipients, particularly those who heavily rely on cleaning and gardening services. The latest information indicates that annual caps will not be enforced on these services, allowing you to allocate funding as needed. 

For clients who are self-managing their Home Care Packages, this means you will continue to have the freedom and choice to select your support services as required for your current living situation. 

What else is changing?

As federal discussions continue around the Support at Home program, it is clear that more changes are needed. With the federal opposition suggesting 30 additional changes to the reform, more changes are likely on the way. 

One suggestion already made is greater transparency surrounding wait times for Home Care Packages and the Commonwealth Home Support Program. 

As always, the team here at Trilogy Care will keep you informed of the changes as we learn about them ourselves. 

What type of self-management is best for me?

what type of self-management

Trilogy Care offers two management options for your Home Care Package that allow for more value, choice and flexibility:Self Managed and Self Managed PLUS. Before beginning your Home Care Package journey, it’s important to consider which of our two self-management options best suits your unique circumstances.

What is self-management?

Self-managed Home Care Packages offer significant benefits compared to traditionally managed options, empowering care recipients to:

  • Increase their care hours
  • Collaboratively create a care plan and budget with a dedicated care partner
  • Gain control over how funds are spent
  • Select services and prices suited to their lifestyle

Many care recipients prefer a self-managed approach as it allows them to tailor their support services to meet their specific needs and preferences.

What options are available?

Trilogy Care offers both Self Managed and Self Managed PLUS options to cater to all preferences. Each has unique advantages, and it’s helpful to consider these before making a choice. Below is a breakdown of what each option includes.

Self Managed

Self Managed is Trilogy Care’s first tier of Home Care Package support. For 15% of your Home Care Package fee, you’ll receive:

Care management: A dedicated care partner to help create a care plan and budget that can be reviewed as needs evolve

Clinical support: Access to our in-house nursing team for any medical or health concerns

Compliance support: Background checks by our compliance team on service providers to ensure your safety

Package management: Assistance with the financial aspects of your package, including invoices and reimbursements

Portal access: All care recipients have access to the Trilogy Care Portal, allowing you to manage your Home Care Package at any time.

Self Managed PLUS

Self Managed PLUS is Trilogy Care’s second tier of Home Care Package support. It includes all the benefits of the Self Managed tier, along with:

Care coordination: An additional service where a coordinator assists in sourcing and matching support service providers to best suit your needs

What are the prices?

Trilogy Care recognises the importance of your funding in maintaining your independence. Our pricing structure is designed to allow more of your funding to go towards support services.

Self Managed: 15% of the Home Care Package fee

Self Managed PLUS: 26% of the Home Care Package fee

 

Self-management Home Care Package price

Which option is right for me?

When choosing Trilogy Care as your Home Care Package provider, you’ll need to decide between the Self Managed and Self Managed PLUS service types. The primary difference, apart from cost, is the addition of care coordination services in the Self Managed PLUS tier.

Consider whether care coordination would benefit you. While some care recipients find this service invaluable, others are comfortable finding support providers independently or with assistance from a family member, friend, or representative.

With the Self Managed tier at just a 15% fee, you’ll have more funds to allocate towards services, though with less support in selecting providers. Ultimately, the choice depends on your needs, abilities, and preferences.

At Trilogy Care, we know your needs and preferences may change over time. Self-managing with us means you’ll always have the freedom to adjust your care as needed. Anytime you wish to modify your support services, we’re here to help.

Enjoy self-management with Trilogy Care

At Trilogy Care, we’re committed to helping you remain independent, healthy, and in control of your care. Our two approaches to self-management empower you to control your funding while receiving the support that best meets your needs.

Whether you choose Self Managed or Self Managed PLUS, you can trust Trilogy Care to support your journey. To discuss our self-managed Home Care Packages, call us on 1300 459 190 or contact us via our website.

The importance of personalised care at home

Since in-home support became part of the aged care system, major benefits have emerged for care recipients and providers alike. Many care recipients report that having access to personalised care in the comfort of their own home enhances their quality of life and well-being.

Your preferences matter

Self-managing with Trilogy Care empowers you to tailor your care and support to match your unique needs, wants, and preferences. One of the most essential aspects of in-home care is honouring your preferences. Having access to the activities and items you want in your life helps you maintain both your empowerment and independence, enabling you to live life on your terms.

At Trilogy Care, we prioritise your preferences throughout our service delivery. From the moment you join us, we work with you to develop a personalised care plan that reflects your individual needs and choices.

Flexibility is important

The ability to decide when and where you want services is key to reliable care. By self-managing with Trilogy Care, you’re empowered to be flexible in how you use your support hours and select the services that suit you best.

Choosing your care workers with Trilogy Care puts you in control of the services you receive and their frequency. For instance, if you need extra support during a specific week, you have the flexibility to increase your care if desired.

Your care - your choice

Trilogy Care’s main goal is to empower you to make the choices that matter most. Our team will work closely with you whenever your preferences evolve. Whether your needs shift weeks or months after beginning your Home Care Package journey, you’re free to choose different services that better suit you.

Simply reach out to your care partner to discuss any changes to your needs or preferences. We are here to collaborate with you and your care circle to adjust your support as needed.

Personalise your support with Trilogy Care

Trilogy Care empowers all care recipients to manage their own care, providing the flexibility to personalise support within Home Care Package guidelines. Our care team is available to assist whenever needed, so if your preferences shift, just contact your care partner to discuss how we can adapt your support.

If you’re not already with Trilogy Care and would like to enjoy the benefits of personalised care, flexibility, and choice, call our friendly team on 1300 459 190 or contact us at any time.

Support at Home - key information for care recipients

The Department of Health and Aged Care has released new details about the upcoming Support at Home program. Trilogy Care has reviewed the updates and summarised the key changes for you below. It is important to note that these changes are subject to the passage of the new Aged Care Act through Parliament.

New pathways for support

One significant change in the Support at Home program is the increase in classification levels for care recipients. The existing four levels under the Home Care Package system will expand to eight levels, plus two short-term pathways: Restorative Care and End-of-Life Pathways.

These short-term pathways are designed for those who need additional support to remain at home. The Restorative Care Pathway offers up to 12 weeks of support, while the End-of-Life Pathway is available for individuals with three months or less to live.

The eight classification levels of Support at Home

Below are the funding amounts for the eight levels of Support at Home, along with the short-term pathways:

ClassificationQuarterly BudgetAnnual Amount
1~$2,750~$11,000
2~$4,000~$16,000
3~$5,500~$22,000
4~$7,500~$30,000
5~$10,000~$40,000
6~$12,000~$48,000
7~$14,500~$58,000
8~$19,500~$78,000
Restorative Care Pathway

~ $6,000 (12 weeks)

May increase to ~$12,000 when eligible		N/A
End-of-Life Pathway~$25,000 (12 weeks)N/A

Details on the Restorative Care Pathway

The Restorative Care Pathway provides up to 12 weeks of additional support to help maintain and improve independence, offering:

  • Up to 12 weeks of restorative services
  • Additional services alongside existing Support at Home services
  • An extra budget of ~$6,000 (or up to $12,000 if required) for allied health services

Details on the End-of-Life Pathway

The End-of-Life Pathway allows recipients to receive higher levels of in-home care during their final months, providing:

  • Up to 12 weeks of support with a funding cap of $25,000
  • Access to enhanced care services to support comfort and dignity

What will change for Home Care Package care recipients?

The key differences for those transitioning from Home Care Packages to Support at Home include:

The “No Worse Off Principle” ensures that current Home Care Package recipients will maintain their level of funding and support under Support at Home.

Changes to Unspent Funds

Unlike the current system, the Support at Home program features quarterly budgets, providing greater flexibility. Unspent funds can be carried over to the next quarter, up to a maximum of $1,000 or 10% of the budget.

Any funds accrued under the Home Care Package Program will be retained upon transitioning to Support at Home, and are not subject to quarterly rollover limits.

Quarterly Timeframes:

  • July to September
  • October to December
  • January to March
  • April to June

Is re-assessment required?

No re-assessment is needed for current Home Care Package recipients or those on the National Priority System; all will transition to Support at Home from 1 November 2025.

Is there additional support for people from diverse backgrounds?

Care recipients from culturally and linguistically diverse backgrounds may qualify for additional care management supplements. Providers can also apply for a 2-year thin market grant to support care in rural or remote areas and for diverse populations.

Additional funding can be providing for:

  • Individuals referred by the care finder program
  • Older Aboriginal and Torres Strait Islander people
  • Those at risk of homelessness
  • Care leavers (people separated from family by forced adoption)
  • Veterans approved for the Veteran’s Supplement

Is respite included in Support at Home?

The Support at Home program does not include temporary leave provisions like respite care.

What are the annual caps for gardening and cleaning?

The initial annual caps proposed by the government have been removed and are no longer a part of the Support at Home program. 

Trilogy Care will look after you

Trilogy Care is committed to making your transition to the Support at Home system as smooth as possible. We aim to provide high-quality care and support, enabling you to continue benefiting from self-management.

We will keep you updated as more information becomes available. If you have any concerns, please reach out to your care partner or contact us via our website.

Maintaining independence while receiving in-home care

Maintaining independence in-home care

An essential part of self-management is empowering you to maintain independence in your own home. Trilogy Care’s team works closely with each client to create tailored care plans that ensure recipients are safe and in control of their lives at home.

What is independence at home?

Remaining independent can look different for each person based on their needs. For care recipients with lower-level needs, in-home care may be required for just a few hours each week, allowing for minimal disruption to daily life.

For those with complex care needs, daily support, lifestyle adjustments, and home modifications may be necessary to uphold independence. This is why each care plan we create is specifically tailored to meet the unique needs of each client.

Creating care plans

When a new care recipient begins their Home Care Package journey with Trilogy Care, our assessment team collaborates with them to understand their specific care needs. This collaborative approach enables us to create tailored care plans that reflect each care recipient’s unique journey. Through this process, we identify the support services required to deliver the best possible care.

What supports independence during in-home care?

Trilogy Care supports independence by empowering care recipients to self-manage their Home Care Package funding. Our team assists by enabling recipients to select the support services they need, arrange essential home modifications, and access assistive technology to enhance their wellbeing. By identifying these needs early, we ensure that each recipient receives the advice and guidance needed to self-manage effectively and independently.

Self-managing independently

At Trilogy Care, we are dedicated to helping care recipients self-manage their Home Care Packages independently, allowing them full control over their care. For those who prefer or require additional support, we offer our Self Managed PLUS tier, providing coordinated services.

Trilogy Care is your gateway to independence at home

For those on a Home Care Package, Trilogy Care represents an opportunity to reclaim control over their lives. Our team works alongside you to ensure you can live independently, empowered by your choices.

If you’re ready to discover how to regain independence at home, give our friendly team a call on 1300 459 190 or contact us here.

Register for the Trilogy Care Portal

Register for the Trilogy Care Portal

In May 2024, Trilogy Care launched The Trilogy Care Portal —our online service portal for care recipients and their authorised representatives. This portal provides a secure and convenient way to manage your Home Care Package, and it’s accessible exclusively to our care recipients, their authorised representatives, service providers, and care coordinators.

Sign up to the Trilogy Care Portal

Each of our care recipients and their authorised representatives should have received an email invitation with step-by-step instructions for registering on the portal. This guide will help you easily create an account and get started.

If you haven’t received an invitation email or are experiencing any issues with registration, please contact our support team. We’re here to help!

Why use the Trilogy Care Portal?

The Trilogy Care Portal was designed with feedback from our valued care recipients to provide the tools and features you need. With the portal’s budget tracking tool, you can clearly view your funds and expenses, giving you greater control over your Home Care Package and finances. You’ll also find a record of transactions and account statements to make informed decisions about your care.

Recipients can invite others to view and access their Home Care Package details, making it easy to keep key contacts up to date. This feature ensures that your support network has access to important information whenever you choose to share it.

Key features of the Trilogy Care Portal

  • Full budget transparency
  • Comprehensive financial overview
  • Detailed transaction history
  • Account statement history
  • Breakdown of fees
  • Easy communication channels
  • Updated contact management

Exciting future functionality will include:

  • Process invoices and reimbursements directly through the portal
  • Report an incident or change in condition
  • Find suppliers and services in your local area

The Trilogy Care Portal is designed to be simple and easy to use—even if you have minimal experience with computers or smartphones.

And the best part? It’s completely free for all Trilogy Care recipients! If you have a Home Care Package with us, you can log in today and start taking control.

Ready to sign up?

You can log into the Portal here.

If you need assistance logging in, feel free to contact us:

  • Email: Portal.support@trilogycare.com.au
  • Phone: 1300 459 190
  • Support page: click here

So take Trilogy Care of yourself—register for the Trilogy Care Portal today and experience the difference it makes!

Support at Home services - what is available?

Support at Home - what services home care services pricing list

The list of Support at Home services has been published, detailing the services and support you can access with your new funding. These services are grouped into 14 categories, including personal care, meal support, and nursing care. Each category clearly outlines what is included and excluded.

Trilogy Care has reviewed the service list and highlighted key changes you should know before the Support at Home program begins on 1 November 2025.

Please note that these changes are all all subject to the passage of the Bill through Parliament. 

Below is an overview of the service types and how they apply to Support at Home care recipients. Please note, the home care services pricing list is subject to change.

Nursing care

Support at Home offers nursing care to address clinical needs through qualified nurses and nursing assistants. This includes assessing, treating, and monitoring health conditions, managing wounds, administering medications, and providing education to care recipients. However, services already funded through other programs, such as specialist palliative care, are not included.

Allied Health and other therapeutic services

Older Australians can access healthcare specialists such as dietitians, therapists, physiotherapists, and podiatrists under Support at Home.

Funding is available for treatment programs designed to help care recipients manage their own care when possible, promoting independence. Follow-up services related to assistive technology and home modifications are also supported.

Support at Home does not cover treatments that can be funded through other programs or the healthcare system, nor does it cover conditions unrelated to age-related decline, such as acute mental health issues. These are not included on the home care services pricing list.

Nutrition

Support at Home covers prescribed dietary supplements or aids required due to age-related decline. Providers can also apply for the Enteral Feeding for Aged Care Supplement through Services Australia, where eligible. General expenses, such as weight loss supplements, are not covered.

Care management

Care management covers costs related to supporting in-home care, including care planning, service coordination, advocacy, and education.

Administrative costs covered under service prices are excluded from this category.

Restorative care management

Restorative care management focuses on coordinating care for older people undergoing short-term Restorative Care. Care partners in this category must have clinical qualifications.

As with care management, administrative costs funded through service pricing are excluded. 

Personal care

Personal care services help older people maintain independence in daily life. Under Support at Home, these services include assistance with personal hygiene, daily activities, medication, and continence management. Professional services and those funded through other programs are not included.

Social support and community engagement

This category covers individual or group support, social activities, cultural support, digital education, and assistance with personal affairs.

It can include simple activities like meeting with friends or attending events, as well as more complex needs such as translation services. Membership fees, service fees, and activities funded by other programs are not covered.

Therapeutic services for independent living

Therapeutic services include acupuncturists, chiropractors, remedial massage therapists, and osteopaths. However, these services are only funded if other programs do not provide coverage.

Respite

Respite care provides relief for the usual carer by another person. Respite care funded by other programs, such as residential respite under the AN-ACC model, is not covered.

Transport

The Transport category covers both direct and indirect transport services, such as taxis or rideshares. However, expenses such as buying a vehicle, public transport costs, or holiday travel cannot be funded.

Assistive technology and home modifications

Support at Home provides funding for assistive technology and home modifications through the AT-HM scheme. This funding is in addition to quarterly services funding, and supports equipment and home adjustments needed to maintain your independence, comfort, and safety.

Domestic assistance

Domestic assistance covers help with tasks like general cleaning, laundry, and shopping. However, it does not include professional services like pest control, carpet cleaning, or dry cleaning. Groceries are also not covered under shopping assistance.

Home maintenance and repairs

Home maintenance covers tasks like light gardening, lawn mowing, and minor repairs. Professional services are excluded unless there are significant age-related risks. Landlord responsibilities, housing authority work, or items covered by insurance are also not funded.

Meals

Support at Home can fund meal preparation and delivery. However, it cannot be used for ingredients, takeaway food, or meals for others in the household.

More details about Support at Home services

This article provides an overview of the 14 service categories funded under the Support at Home program. For more details on the home care services pricing list, visit this link or download a copy from this site.

If you’d like to speak with someone about Support at Home, call us on 1300 459 190 or via our website.

What community services are available to older Australians?

what community services are available

There are many community services available for older Australians. These are typically free and allow you to engage with government and community-run programs to enhance your lifestyle and wellbeing. For those on a Home Care Package, community services may assist with items and tasks that are not covered by the package funding.

What are community services?

Community services come in many forms, often as group activities run by volunteers or people passionate about supporting aged care. These groups might meet once a week for coffee, a walk, or just a chat. While the activities may be simple, they offer valuable opportunities for social interaction with people of a similar age.

One great example is the Rockhampton 60 and Better Program, where the group meets on the first Wednesday of each month for coffee and on the second Monday for lunch. These meet-ups provide older people with the chance to connect and have meaningful conversations.

Regular social interaction like this can play a vital role in preventing feelings of isolation and loneliness, which is particularly important for older people.

Who provides community services?

Community services can be delivered by individuals or organisations that want to provide their time and effort to improve the wellbeing of others. Local governments may also provide community services based on their location.

Government services

Local governments offer a range of community services that help older Australians access programs to enhance their quality of life. These services may include:

  • Immunisation clinics – Councils often offer free vaccinations, particularly to those who are vulnerable
  • Cab services – Councils offer cab services to people who find it challenging to complete essential tasks, such as grocery shopping or accessing medical appointments. If you live in Brisbane for example, you can check if you are eligible for this service here
  • Events and activities – Councils often run programs such as classes, social outings, or even award nights for older residents
  • Pension concessions – Certain councils offer discounted rates for pensioners
  • Bin collection service – Councils can arrange in-home bin collection services if you’re unable to manage it yourself

Volunteer services

Many community services are provided by volunteers, often coordinated by organisations dedicated to providing care services. These services can include any assistance that older Australians require, including:

  • Gardening
  • Household maintenance
  • Social visits
  • Administration tasks
  • Running classes or courses
  • Helping in respite care
  • Assisting in residential aged care

How can I connect with community services?

Accessing community services varies depending on where you live. We recommend visiting your local council’s website to explore the services available. For instance, Brisbane City Council’s community support page lists all the services offered in their area.

Additionally, you can use sites such as My Community Directory or Our Community to find organisations that can provide you with services you need. You may also wish to read our article on the aged care volunteer scheme for more information.

If you would like to get involved with volunteering or providing community support, there are websites such as Seek Volunteer that can connect you to relevant services.

If you need more assistance, please contact us via our website, or call 1300 459 190.

How often do I need a care assessment?

care assessment how often

Care assessments are crucial in determining what support services you need. They allow My Aged Care to determine the level of care you need and confirm your available funding.

This means it is essential to have an up-to-date care assessment, as your care needs may change over time. You may not be able to determine when your requirements change, so a care assessment ensures that you are receiving the services you need.

What is a care assessment?

A care assessment is an important part of the aged care process. It allows My Aged Care to assess your care needs based on a thorough review of your living situation, health, wellbeing, lifestyle, and ability to manage tasks at home.

Care assessments are typically conducted in your home, providing an accurate understanding of your circumstances. In some cases, they may take place at a medical practice or over the phone if necessary.

You can apply for a care assessment on the My Aged Care website or call 1800 200 422 for more information.

When should I have another care assessment?

It’s important to request a new care assessment if your needs change. If you feel your support requirements are not being met, it’s time for another assessment.

Changes in health, reduced mobility, or new challenges are all indicators that your care needs may have changed. However, even if you don’t notice any significant changes in your health, wellbeing, or lifestyle, it’s still recommended to have a reassessment. This ensures any unnoticed changes in your health are addressed.

Confirming your health needs

Even without obvious changes, it’s essential to receive updated care assessments regularly. My Aged Care recommends a full care assessment once every 12 months to ensure your care needs are being properly met. This allows a professional to confirm your current needs and assess if additional care is required.

Care assessments for Home Care Packages

For those receiving a Home Care Package, it’s important to regularly update your care assessment. Should your needs change, an updated assessment allows for additional funding. What worked for you before may no longer be enough as time passes.

Updating your care assessment also enables Trilogy Care’s team to revise your care plan. Once you notify us of your updated care assessment, our team will contact you to discuss any necessary changes to your plan.

For more details on the importance of care assessments, see our articles on care plans or ACAT assessments. Feel free to contact us or call 1300 459 190 for further assistance.