1. Call Inbound **Resident** Phone Number 03 5644 1201
1.1. After Hours (5pm to 9am)
1.1.1. **Greeting Message:** Thank you for calling RE Management Holdings. 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 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, please **Press 5**
1.1.1.1. **Option 1** New Accommodation Enquiry
1.1.1.1.1. **Welcome Message:** Thank you for your call. You have reached us outside of Business Hours. If you would like to leave a message we will endeavour to reply to you as soon as possible. We will need to collect some basic information to assist with your enquiry, we will require the Applicant's full name, date of birth, phone number, and the suburb you are enquiring about. We will also need to collect some personal details to log your enquiry. Please choose from the following opotions: For accommodation enquires for yourself, please **Press 1** For accommodation enquires for a Client, please **Press 2**
1.1.1.2. **Option 2** Current Resident
1.1.1.2.1. **NOTE: Deposit Code request may not be able to be applied, awaiting feedback from Cloud Chat.** Resident = Enter Deposit Code Number (50XXXX) as a gateway ID > No Ref Number in database = read back and confrim number > if number is not valid, please try again (3 attempts) > Incorrect number = please email [email protected] > to hear this message again, press 9 or hang up
1.1.1.3. **Option 3** Recently Moved Out
1.1.1.3.1. If your matter is related to an accounts or a refund enquiry, and it is greater than a week since you have vacated the property, we will need to confirm some details with you including your full name, address of the property, and your six digit deposit code number. If it has been more than one week and you wish to speak with us, please **Press 1**
1.1.1.3.2. If you have an End of Residency related matter such as the collection of personal property or you wish to advise us of ending your tennacy, please **Press 2**
1.1.1.4. **Option 4** Emergency
1.1.1.4.1. If your emergecy relates to a potentially life threatening situation, please hang up and dial Triple Zero now, otherwise If there is a Fault at the property, please **Press 1** > call to route via connector (dotted green line)
1.1.1.4.2. To advise of a non-life threatening emergency, please **Press 2**
1.1.1.5. **Option 5** Emergency Services
1.1.1.5.1. **Script** Your call is being forwarded and should be answered within the next 30 seconds Alternatively, please send an SMS to 0404 10 20 30 with your name, and the address or person you are calling about. You can also send an email to [email protected] **Can we repeat this message with "Press 9"?**
1.2. Business Hours (9am to 5pm)
1.2.1. **Greeting Message:** Welcome to RE Management Holdings. 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, please **Press 5**
1.2.1.1. **Option 1** New Accommodation Enquiry
1.2.1.1.1. **Welcome Message:** We will need to collect some basic information to assist with your enquiry, we will require the Applicant's full name, date of birth, phone number, and the suburb you are enquiring about. We will also need to collect some personal details to log your enquiry. Please choose from the following opotions: For accommodation enquires for yourself, please **Press 1** For accommodation enquires for a Client, please **Press 2**
1.2.1.2. **Opion 2** Current Resident
1.2.1.2.1. **NOTE: Deposit Code request may not be able to be applied, awaiting feedback from Cloud Chat.** Resident = Enter Deposit Code Number (50XXXX) as a gateway ID > No Ref Number in database = read back and confrim number > if number is not valid, please try again (3 attempts) > Incorrect number = please email [email protected] > to hear this message again, press 9 or hang up
1.2.1.3. **Option 3** Recently Moved Out
1.2.1.3.1. If your matter is related to an accounts or a refund enquiry, and it is greater than a week since you have vacated the property, we will need to confirm some details with you including your full name, address of the property, and your six digit deposit code number. If it has been more than one week and you wish to speak with us, please **Press 1**
1.2.1.3.2. If you have an End of Residency related matter such as the collection of personal property, please **Press 2**
1.2.1.4. **Option 4** Emergency
1.2.1.4.1. If your emergecy relates to a potentially life threatening situation, please hang up and dial Triple Zero now. Where a Triple Zero call is required, please also advise us of this situation via SMS on 04 04 10 20 30. Otherwise, If there is a Fault at the property, please **Press 1** > call to route via connector (dotted green line)
1.2.1.4.2. To advise of a non-life threatening emergency, please **Press 2**
1.2.1.5. **Option 5** Emergency Services
1.2.1.5.1. **Script** Your call is being forwarded and should be answered within the next 30 seconds If unanswered your call will divert to All Management Lines Alternatively, please send an SMS to 0404 10 20 30 with your name, and the address or person you are calling about. You can also send an email to [email protected] **Can we repeat this message with "Press 9"?**
2. Call Inbound **Owner** Phone Number 03 5644 1202
2.1. After Hours (5pm to 9am)
2.1.1. **Greeting Message** Thank you for calling RE Management Holdings. 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 RE Managenet Holdings, please **Press 2** If you are calling from a Government Department, Emergency Services, 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) *
2.1.1.1. **Option 1** New Owner Enquiry
2.1.1.1.1. **Unanswered Call Message:** Thank you for contacting RE Management Holdings, you have reached us outside of normal business hours. If you would like to leave a message we will attend to your matter when we are back in the office. To assist us with your enquiry, please leave a detailed message with your name and contact number, and the nature of your call and we will get back to you as soon as possible. We will aim to respond to your enquiry as soon as possible For a quicker response, please email [email protected]
2.1.1.2. **Option 2** Existing Owner
2.1.1.2.1. To leave a message for an Accounts Team Member about a billing or payment related matter, please **Press 1** To leave a message for a Team Member about all other matters relating to your property, please **Press 2**
2.1.1.3. **Option 3** Government Department, Emergency Services, or Related Service
2.1.1.3.1. If you are calling from an Emergency Service, please **Press 1** For all other Government Departments or Related Services, please **Press 2**
2.1.1.4. **Option 4** Service Provider or Tradesperson
2.1.1.4.1. **Greeting Message** Thank you for contacting RE Management Holdings, you have reached us outside of normal business hours. If you would like to leave a message we will attend to your matter when we are back in the office. To assist us with your enquiry, please leave a detailed message with your name and contact number, and the nature of your call and we will get back to you as soon as possible. For a quicker response, please email [email protected]
2.1.1.5. **Option 5** REMH Website Account of Login
2.1.1.5.1. **Greeting Message** Thank you for contacting RE Management Holdings, you have reached us outside of normal business hours. If you would like to leave a message we will attend to your matter when we are back in the office. To assist us with your enquiry, please leave a detailed message with your name and contact number, and the nature of your call and we will get back to you as soon as possible. For a quicker response, please email [email protected]
2.2. Business Hours (9am to 5pm)
2.2.1. **Greeting Message:** Welcome to RE Management Holdings. 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, 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) *
2.2.1.1. **Option 1** New Owner Enquiry
2.2.1.1.1. Mel Bellamy
2.2.1.2. **Option 2** Existing Owner
2.2.1.2.1. To speak with an Accounts Team Member about a billing or payment related matter, please **Press 1** To speak with a Team Member about all orher matters relating to your property, please **Press 2**
2.2.1.3. **Option 3** Government Department, Emergency Services, or Related Service
2.2.1.3.1. If you are calling from an Emergency Service, please **Press 1** For all other Government Departments or Related Services, please **Press 2**
2.2.1.4. **Option 4** Service Provider or Tradesperson
2.2.1.4.1. Shauna Shaw
2.2.1.5. **Option 5** REMH Website Account of Login
2.2.1.5.1. Matt Carpenter
3. Legend
3.1. Management Lines
3.1.1. 209 - Joanne Baker
3.1.2. 208 - Shauna Shaw
3.1.3. 202 - Mel Bellamy
3.1.4. 201 - Matt Carpenter
3.1.5. 212 - Zoe Bradford
3.2. Regional Team Lines
3.2.1. Gippsland
3.2.1.1. 207 - Peter Duke
3.2.1.2. 214 - Bianca Mitchell
3.2.1.3. 215 - Stacey Ostojic
3.2.2. SE / Pen
3.2.2.1. 206 - Zoe Sideropoulos
3.2.3. Inner
3.2.3.1. 206 - Zoe Sideropoulos
3.2.3.2. 205 - Jane Bourke
3.2.4. Outer
3.2.4.1. 205 - Jane Bourke
3.2.5. Golburn
3.2.5.1. Gavern Cherry
3.3. Non Group Lines
3.3.1. 211 - Mark Baker
4. **Mark has advised we will put a voice messge on all old phone numbers directing the caller to use the new phone number which will remove the need for a script covering an old number having been called**
4.1. NOTE: All end points must include
4.1.1. Who is the call to be routed to?
4.1.2. How long should the call be allowed to ring for?
4.1.2.1. Voice Mail?
4.1.2.2. Ring All?
4.1.2.3. Wait until answered?