Home' Defence Magazine : Issue 3 2011 Contents 21
The Directorate of
Relocations and Housing
(DRH) within Defence Support
Group, has undertaken its
annual post peak-posting
review of the relocations and
housing services delivered
to Australian Defence Force
members and their families.
Following a higher number of issues
and complaints about the administration
of relocations, this year’s review mainly
centred on the delivery of relocation
administration ser vices.
The Director of Relocations and Housing,
Alan McClelland, said valuable feedback was
received from the Services, Defence Families
Australia, and concerned members and their
families who experienced difficulties with
their relocations in the lead-up to and during
the 2010-11 peak posting cycle.
Some of the common issues raised by
members were website problems, poor
communication with members and the
lack of responsiveness by case managers;
all of which caused frustration and anxiety.
DRH staff have met with the ser vice
providers to identify key lessons and how
these would be applied during 2011, to
ensure no repeat in the next peak posting
Toll has acknowledged that the single
largest contributor to the service delivery
issues during the peak was the poor
performance of its website.
Mr McClelland said that the website
performance issues had been rectified,
however, Toll continues to monitor its
A number of measures have been
implemented to improve both the flow
of information between Toll and Defence
Housing Australia (DHA), and provide
timely and proactive communication to
members and families at each step in the
This includes the early release of
movement plan details to advise members
of their travel, accommodation and
DRH staff will work closely with Toll to
ensure its case managers are appropriately
skilled and equipped to better explain the
relevant relocation entitlements to all ADF
One of the major lessons from the 2010-11
peak posting period is that the elapsed
time between the member submitting
an application for relocation (AFR) and
subsequently receiving their movement plan
letter from Toll needed to be reduced.
Mr McClelland is confident the proposed
changes to the relocations process will largely
address the concerns from the last peak.
“Members can also play an impor tant role
by lodging their AFR as early as possible
following receipt of posting orders and the
pre-AFR or AFR Pack,” Mr McClelland said.
“This will also assist DHA to star t the
housing vacation and allocation ser vices. To
ensure the pack is sent to the correct address,
it is important that members’ home address
details are kept up-to-date on PMKeyS.”
In response to issues raised by members,
DHA will also implement changes to
improve the process for finding a home.
Where a member contacts DHA to
request a preview PIN for access to
Homefind, and the member has not
completed a pre-AFR, DHA staff will
work with the member to complete the
pre-AFR data directly in Toll’s IT system.
Previously, a member had to contact
DHA to reser ve a property from a
preview PIN. DHA will be enhancing the
preview PIN access to allow members to
‘reser ve’ a proper ty online.
Finally, the local Defence Relocation
and Housing Manager (DRHM) plays an
important role to assist members when
they are not satisfied with any aspect of
their relocation or housing ser vices.
All issues raised with the DRHM are
logged into a central database monitored by
the DRH operations cell to ensure issues.
The Australian Command
and Staff College at Weston
Creek in Canberra is calling
for nominations for its 2012
command and staff course.
The course is a 48-week
interaction with about 175
students from the ADF, Defence
public service and military
personnel from the Asia-Pacific
Nominations are sought
from high-performing EL 1 and
APS 6 employees for the course
beginning in January next year.
Successful candidates will be
transferred temporarily into a
career development pool and will
be encouraged to seek different
and challenging roles upon their
return to Defence.
The course prepares
participants for command and
staff appointments in single-
Service, joint and integrated
environments, with a particular
emphasis on the operational
Specific focus is given to
development of communication
and media skills, strategic
thinking, security and
Defence policy, capability
and sustainment processes,
management and leadership, and
the planning and conduct of joint
operations and campaigns.
Both interstate and overseas
travel is included in the
curriculum, together with a
demanding academic schedule.
The closing date for
applications is July 27.
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