1. Legend
1.1. Management Lines
1.1.1. 209 - Joanne Baker
1.1.2. 208 - Shauna Shaw
1.2. Marketing
1.2.1. 0222 Darrell Wyatt
1.3. Accounts
1.3.1. 203 - John Reynen
1.3.1.1. 218 - Kirstein Doria
1.4. Office
1.4.1. 0221 Reception
1.4.1.1. Cheska Rodriguez
1.5. Regional Team Lines
1.5.1. Gippsland
1.5.1.1. 207 - Peter Duke
1.5.1.2. 215 - Stacey Ostojic
1.5.1.3. 220 Alex Lovejoy
1.5.1.4. Mainteanance
1.5.1.4.1. 204 Dale Grosskopf
1.5.2. SE / Pen
1.5.2.1. 206 - Zoe Sideropoulos
1.5.2.2. 216 - Jesse Goudge
1.5.2.3. 224 - Heidi Bryan
1.5.3. Inner
1.5.3.1. 206 - Zoe Sideropoulos
1.5.3.2. 223 - Jody Bowman
1.5.3.3. 224 - Heidi Bryan
1.5.4. Outer
1.5.4.1. 219 Caroline / Felipe
1.5.5. Golburn
1.5.5.1. 213 - Gavern Cherry
1.6. Tech / Project Management
1.6.1. 201 - Matt Carpenter
1.7. Non Group Lines
1.7.1. 211 - Mark Baker
1.8. All Voice Mail to office@remh.com.au
2. Call Inbound **Resident** Phone Number 03 5644 1201
2.1. After Hours (5pm to 9am)
2.1.1. Old IVR Structure **(Archived)**
2.1.1.1. **Greeting Message:** Thank you for calling REM Housing. You've reached us outside of our normal business hours. Our office is open Monday through Friday, from 9 AM to 5 PM. We value your call. Please listen carefully to the following options so we can direct you to the appropriate service. Alternatively, please call back during Office Hours If you have an Accommmodation Enquiry, please **Press 1** If you are a Current Resident, please **Press 2** If you have Recently Moved Out, please **Press 3** If you have a Non-Life Threatening Emergency you need to report, please **Press 4** If there is a Life Threatening Emergency, please hang up now and dial Triple Zero for the Emergency Services If you are calling from the Emergency Servies such as Fire, Police, or Ambulance, please **Press 5 **
2.1.1.1.1. **Option 1** New Accommodation Enquiry
2.1.1.1.2. **Option 2** Current Resident
2.1.1.1.3. **Option 3** Recently Moved Out
2.1.1.1.4. **Option 4** Emergency
2.1.1.1.5. **Option 5** Emergency Services
2.1.2. You have reached REMH outside of normal business hours. Please leave a voicemail and we will respond as soon as possible. If you are calling in relation to an emergency or from a government or emergency service, please **press 1**
2.1.2.1. If caller does nothing
2.1.2.1.1. Voice Mail to office@remh.com.au
2.1.2.2. Option 1
2.1.2.2.1. **Emergency IVR module** If this is a life-threatening emergency, please hang up and dial 000 immediately. If you are calling from an emergency service (police, fire, ambulance), please **press 1.** If you are calling from another government department, please **press 2.** If you are reporting a non-life-threatening emergency at a property, please **press 3.**
2.2. Contingency Structure **In the event there is no Receptionist available - E.G. Resigned / Treminated**
2.2.1. Business Hours (9am to 5pm)
2.2.1.1. **Greeting Message:** Welcome to REM Housing. Your call is very important to us. Please listen carefully to the following options to ensure we direct your call to the appropriate team. Please note that calls may be recorded for training purposes. If you have an Accommmodation Enquiry, please **Press 1** If you are a Current Resident, please **Press 2** If you have Recently Moved Out, please **Press 3** If you have an Non-Life Threatening Emergency you need to report, please **Press 4** If there is a Life Threatening Emergency, please hang up now and dial Triple Zero for the Emergency Services If you are calling from the Emergency Servies, such as Fire, Police, or Ambulance, please **Press 5**
2.2.1.1.1. **Option 1** New Accommodation Enquiry
2.2.1.1.2. **Opion 2** Current Resident
2.2.1.1.3. **Option 3** Recently Moved Out
2.2.1.1.4. **Option 4** Emergency
2.2.1.1.5. **Option 5** Emergency Services
2.3. Greeting Message "...if you know the extension, dial it now..." (this is already in place and does not need to change)
2.3.1. If no extension is dialed by the caller > Go to Reception
2.3.1.1. If Reception transfers caller to extension with no answer > go back to Recpetion
2.3.1.1.1. If call is not answered by reception
3. Call Inbound **Owner** Phone Number 03 5644 1202
3.1. After Hours (5pm to 9am)
3.1.1. Old IVR Structure **(Archived)**
3.1.1.1. **Greeting Message** Thank you for calling REM Housing. You've reached us outside of our normal business hours. Our office is open Monday through Friday, from 9 AM to 5 PM. We value your call. Please listen carefully to the following options so we can direct you to the appropriate service. Alternatively, please call back during Office Hours If you have a New Owner Enquiry, please **Press 1** If you are an existing Owner as a Client of REM Housing, please **Press 2** If you are calling from a Government Department, Emergency Services such as Fire, Police, or Ambulance, or related Service, please **Press 3** If you are a Service Provider or Tradersperson, please **Press 4** If you have a tecnical issue with your REMH Website Account or Login, please **Press 5** *(NOTE: when the Residents are set up with logins we will need to add this branch to the call menu for them also) *
3.1.1.1.1. **Option 1** New Owner Enquiry
3.1.1.1.2. **Option 2** Existing Owner
3.1.1.1.3. **Option 3** Government Department, Emergency Services, or Related Service
3.1.1.1.4. **Option 4** Service Provider or Tradesperson
3.1.1.1.5. **Option 5** REMH Website Account of Login
3.1.2. You have reached REMH outside of normal business hours. Please leave a voicemail and we will respond as soon as possible. If you are calling in relation to an emergency or from a government or emergency service, please **press 1**
3.1.2.1. If caller does nothing
3.1.2.1.1. Voice Mail to office@remh.com.au
3.1.2.2. Option 1
3.1.2.2.1. **Emergency IVR module** If this is a life-threatening emergency, please hang up and dial 000 immediately. If you are calling from an emergency service (police, fire, ambulance), please **press 1.** If you are calling from another government department, please **press 2.** If you are reporting a non-life-threatening emergency at a property, please **press 3.**
3.2. Business Hours (9am to 5pm)
3.2.1. Greeting Message "...if you know the extension, dial it now..." (this is already in place and does not need to change)
3.2.1.1. If no extension is dialed by the caller > Go to Reception
3.2.1.1.1. If Reception transfers caller to extension with no answer > go back to Recpetion
3.2.2. Contingency Structure **In the event there is no Receptionist available - E.G. Resigned / Treminated**
3.2.2.1. **Greeting Message:** Welcome to REM Housing. Your call is very important to us. Please listen carefully to the following options to ensure we direct your call to the appropriate team. Please note that calls may be recorded for training purposes. If you have a New Owner Enquiry, please **Press 1** If you are an existing Owner as a Client of RE Managenet Holdings, please **Press 2** If you are calling from a Government Department, Emergency Services such as Fire, Police, or Ambulance, or a related Service, please **Press 3** If you are a Service Provider or Tradersperson, please **Press 4** If you have a tecnical issue with your REMH Website Account or Login, please **Press 5** *(NOTE: when the Residents are set up with logins we will need to add this branch to the call menu for them also) *
3.2.2.1.1. **Option 1** New Owner Enquiry
3.2.2.1.2. **Option 2** Existing Owner
3.2.2.1.3. **Option 3** Government Department, Emergency Services, or Related Service
3.2.2.1.4. **Option 4** Service Provider or Tradesperson
3.2.2.1.5. **Option 5** REMH Website Account of Login