Your welfare on call

FSGT Iain Clark is one of the centre’s call operators.

THE NATIONAL Welfare Coordination Centre has supported the families of deployed personnel for over five years. It was formed in September 1999 to provide support to the families of ADF members who were deployed to East Timor.

However, the number of ADF personnel on deployed operations continued to expand and it was quickly realised that the service provided by the centre filled a very important niche in helping Service families cope with the experience of being separated from their loved ones.

The centre is a direct command unit of Joint Operations Command Headquarters (HQJOC). It mainly coordinates support to the families of Defence personnel on operations and exercises commanded by HQJOC.

It also provides support to the families of Defence personnel who are away from their normal command and domestic support systems, such as Defence cooperation and overseas exercises.

The centre is also responsible for arranging and coordinating casualty notifications for Defence personnel on operations commanded by HQJOC.

A 24-hour call centre operates, permanently manned by experienced personnel from all three Services. All calls are dealt with in confidence.

The centre’s referral service ensures the most appropriate agency (such as Defence Community Organisation, chaplains, Defence Housing Authority and the like) is contacted to provide a resolution to the problem.

Routine inquiries are often resolved on the spot because of the wealth of experience that operators have. All referrals are followed up to ensure the issue is satisfactorily resolved. Family information packages are available to read.

They contain information on coping with separation and some information on the area to where the member will be deployed.

The pack includes a children’s activity book and a fridge magnet with the centre’s 24-hour free-phone number – 1800 801 026. The centre handles more than 10,000 calls every year.

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