Case managers oversee your move

In recent months, Defence and Defence Housing Authority (DHA) have been working together to improve the quality of relocation services provided to families on the move.

DHA have established a team, known as the Relocations Task Force, designed to implement a number of projects that make the whole process of relocating more efficient.

The most significant project has been changing the way your relocation is managed. From July this year, DHA has introduced regionally based case management. That means that a case manager in your losing location is appointed to oversee your relocation.

Your case manager is your first point of contact for any questions or concerns you may have about your move. The case manager will make sure you have received the relocations paperwork and information kit so you can complete the forms to get your relocation moving.

All case managers have been trained in customer service skills and have a good understanding of relocations entitlements, so they can answer your questions about your move.

DHA has also made some major improvements to their computer systems used to support the relocation process. These changes have increased the ability for DHA staff to provide you with information on the progress of your removal, reduced the opportunities for allowance calculation errors, and improved the stability of the systems processing your relocation.

Enhancements to DHA’s telephone system have also been introduced this year. This will make dealing with the volume of calls that come through in the busy periods easier to manage.

Defence and DHA hope these initiatives will culminate in a smooth experience for those members and their families relocating this year. Defence has established a specialised project team to closely monitor the progress and performance of DHA. At the end of the peak posting cycle, a formal review of DHA’s performance will be produced to evaluate their overall delivery of relocation services.

.