Canadian Armed Forces Relocation Program: Update on modernizing the delivery of relocation services

A photo of a woman’s hands holding a smartphone.
Face-to-face services with an advisor will be replaced with 24-hour online access to your personal file through a computer or an application.

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As previously communicated in Know Your Benefits, as of December 1, 2017, Canadian Armed Forces (CAF) members will see changes in how relocation services are delivered.

Relocation benefits will remain the same. However, face-to-face services with an advisor will be replaced with 24-hour online access to your personal file through a computer or an application. This will include everything from your relocation budget to all the important relocation information to help you move. If you can’t find the specific answer you need online, a contact centre will be open weekdays from 8 a.m. to 8 p.m. Eastern Time.

In addition, members will be given a “cash card” so families will no longer have to pay up-front, out of their own pockets for their approved moving expenses. The new, reloadable, declining balance ReloCard—which is a cash card, not a credit card—will provide CAF members and their families money to cover relocation-related expenses for everything from meals and hotels to appraisers and lawyers.

A trusted CAF partner for the past two decades, BGRS (formerly Brookfield Global Relocation Services) will deliver these new services. BGRS have established a new contact centre, where more than 100 experienced staff will guide CAF members and process their expense claims.

The new model is designed to be flexible and customized to each user. Members can receive estimates for expenses and be provided tasks, timelines, and financial information based on benefits according to each situation and family circumstances.

The secure, web-enabled, self-service system will coordinate and manage all aspects of the relocation and help the member navigate the menu options to:

View relocation budget, track and request advance of funds, upload receipts, track expenses, and submit claims;
Search general information at their destination, including new schools and hospitals;
Review the directory to select third-party service providers, such as realtors, home appraisers, and lawyers;
Access important and relevant relocation information, including video presentations and fact sheets; and
Review emails or conduct live chat sessions, phone calls, and video calls in the “Communications Hub.” Agents will be available weekdays from 8 a.m. to 8 p.m. Eastern Time.

In addition, Android and Apple iOS apps ensure members can use their own personal devices to manage their relocation anywhere at any time.

As per Canada’s new Defence Policy Strong, Secure, Engaged, this modernized service is designed to meet the evolving needs of CAF members and their families. It will improve access to information to enable timely, well-informed relocation decisions at both place of origin and destination. More information on the new delivery model will be provided in the near future.

 

 

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