This article is part of PCS Week, a weeklong series of guides and resources for the 2025 PCS season.
With 2025's peak PCS season approaching, the U.S. military's new contractor overseeing moves is providing suggestions to help families avoid mishaps.
HomeSafe Alliance is the contractor that took over management of the Defense Department's household relocation process in recent months under the Global Household Goods Contract. HomeSafe and the military services began limiting the numbers of shipments under the contract, which leans on a new suite of apps, in March after delays and cancellations of moves.
HomeSafe is "committed to listening to feedback, learning from each experience and continuously improving" while "modernizing and digitizing the relocation experience," HomeSafe spokesperson Meagan Perez said in a statement to Military.com. Perez provided the following advice for households:
1. Watch the Demo of the HomeSafe Connect App
HomeSafe describes its HomeSafe Connect App as military families' "personalized move portal" and explains what to expect in this eight-minute video on Vimeo. HomeSafe Connect is where families will request packing, loading, shipping and delivery dates; track their move; and manage their inventory and damage claims.
The app displays the names, photos and contact information of the crews assigned to pack and load goods, and it's one avenue to contact HomeSafe customer service.
2. Immediately Set Up the HomeSafe App and Security Login
Once the DoD approves a move requested in its MilMove app, HomeSafe sends out an introductory email. Customers should keep an eye on their inbox and check all the folders.
The email has instructions on setting up both an Okta login, which HomeSafe says protects customers' personally identifiable information on HomeSafe Connect, which the company also advises setting up as soon as they receive instructions.
3. Complete Pre-Move Counseling, and Schedule Your Survey of Belongings, ASAP
HomeSafe's Perez said the most important advice the company has for this permanent change-of-station, or PCS, season is that households complete their pre-move counseling questions and schedule their survey of belongings within 48 hours of receiving their initial email with instructions from HomeSafe.
The pre-move counseling questions in the HomeSafe Connect app ask households to confirm information they previously entered in DoD's corresponding MilMove app. The app is also where families will schedule either a virtual survey with a live surveyor or an in-person survey of their belongings to estimate the weight.
Completing those two steps within 48 hours of receiving the initial email is "crucial to ensuring the best possible service experience," Perez said.
4. Pay Attention to Shipment Details and Be Available
To keep the process moving at your destination, double-check the delivery address in HomeSafe Connect well beforehand and update the address as soon as possible if anything changes.
You or your designee must be available from 8 a.m. to 5 p.m. on all scheduled service dates.
When the belongings are due to arrive, HomeSafe will "notify the customer and ask them to confirm they are available to accept the delivery or if they require storage instead," Perez said.
5. Carry Essential Items
This advice applies to every PCS. In case of delays, HomeSafe recommends not shipping things you're likely to need or can't lose, such as uniforms, official documents and medications.
6. Engage HomeSafe Customer Service
Options to reach "real humans" for assistance include phone, text, email and live chat via HomeSafe Connect, Perez said. "On average, the wait time for all of those communication channels is less than one minute."
She said HomeSafe has taken steps to improve customer service since the rollout.
HomeSafe also asks customers to be on the lookout for its customer satisfaction survey from the DoD after their move, which the DoD uses to "grade" HomeSafe's performance and HomeSafe uses to "make immediate improvements to our services and processes," Perez said.
Related: Can I Pack This? The Items You Should and Shouldn't Ship with Your Household Goods This PCS Season
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