Case Study: Defence Member and Family Support Services
Organisation: Defence Member and Family Support Services, Australian Defence Force
Client Since: 2012
Services Provided: Contract (Full time)
Positions Recruited: Counsellors, Social Workers and Psychologists
Background
The Defence Member and Family Helpline (DMFH) is the first point of call for Defence families seeking support, information or connection with their community.
The helpline call centre, located in Canberra, is available 24-7 and is staffed by qualified human services professionals including social workers and psychologists.
The Challenge
Permanent full-time positions in the APS can take anywhere from 3 to 6 months to fill, depending on the role. The role is purely phone-based, adding an extra layer of complexity in finding candidates with the right skill set and temperament. The Government identified the need to reduce recruitment time without compromising on candidate quality so that the helpline remains fully staffed with minimal turnover and has surge capacity in times of greater demand.
The abrs Advantage
Since 2012, abrs has been a strategic partner to DMFH leveraging our robust candidate pipeline of social workers, registered psychologists, counsellors, and registered nurses with mental health expertise. Our consultants, who have lived experience in their recruitment specialisations, bring unique insights to the process, ensuring that candidates placed are well-suited to meet the specific needs of Defence members and their families.
At abrs, we align closely with the values of DMFH, emphasising support, resilience, and community connection. As Australia’s only charity-owned recruitment agency, we channel all net revenue back into programs supporting youth, children, and families, reinforcing our commitment to making a positive social impact.
The Results
After winning the initial tender in 2012, DMFH exercised the option to extend their engagement with abrs through to 2023. Following a competitive retendering process in late-2023, abrs was awarded a three-year contract with an option to extend for another two years.
In the past two years alone, abrs has successfully placed over 60 candidates with DMFH, with over 52% of these candidates accepting contract extensions or permanent positions. This demonstrates our commitment to providing high-quality, dependable recruitment solutions that align with the mission and values of DMFH.
