1. Zone Mapping
1.1. Call Inbound **Owner** Phone Number 03 5644 1202
1.1.1. After Hours (5pm to 9am)
1.1.1.1. **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) *
1.1.1.1.1. **Option 1** New Owner Enquiry
1.1.1.1.2. **Option 2** Existing Owner
1.1.1.1.3. **Option 3** Government Department, Emergency Services, or Related Service
1.1.1.1.4. **Option 4** Service Provider or Tradesperson
1.1.1.1.5. **Option 5** REMH Website Account of Login
1.1.2. Business Hours (9am to 5pm)
1.1.2.1. **Greeting Message:** Welcome to REM Housing. Your call is very important to us. if you know the four digit extension number for the person you wish to speak with, please dial it now. Otherwise, please hold and our Receptionist will be with you soon.
1.1.2.1.1. Extension number dialed, e.g. 0219
1.1.2.1.2. Hold for Reception
1.2. Call Inbound **Owner** Phone Number 03 5644 1202
1.2.1. After Hours (5pm to 9am)
1.2.1.1. **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) *
1.2.1.1.1. **Option 1** New Owner Enquiry
1.2.1.1.2. **Option 2** Existing Owner
1.2.1.1.3. **Option 3** Government Department, Emergency Services, or Related Service
1.2.1.1.4. **Option 4** Service Provider or Tradesperson
1.2.1.1.5. **Option 5** REMH Website Account of Login
1.2.2. Business Hours (9am to 5pm)
1.2.2.1. **Greeting Message:** Welcome to REM Housing. Your call is very important to us. if you know the four digit extension number for the person you wish to speak with, please dial it now. Otherwise, please hold and our Receptionist will be with you soon.
1.2.2.1.1. Extension number dialed, e.g. 0219
1.2.2.1.2. Hold for Reception
2. Call Inbound **Resident** Phone Number 03 5644 1201
2.1. After Hours (5pm to 9am)
2.1.1. **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. **Option 1** New Accommodation Enquiry
2.1.1.1.1. **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**
2.1.1.2. **Option 2** Current Resident
2.1.1.2.1. **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 admin@remh.com.au > to hear this message again, press 9 or hang up
2.1.1.3. **Option 3** Recently Moved Out
2.1.1.3.1. 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** 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**
2.1.1.4. **Option 4** Emergency
2.1.1.4.1. 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) To advise of a non-life threatening emergency, please **Press 2**
2.1.1.5. **Option 5** Emergency Services
2.1.1.5.1. **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 admin@remh.com.au
2.2. Contingency Structure **In the event there is no Receptionist available**
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
3. Call Inbound **Owner** Phone Number 03 5644 1202
3.1. After Hours (5pm to 9am)
3.1.1. **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. **Option 1** New Owner Enquiry
3.1.1.1.1. **Unanswered Call Message:** Thank you for contacting REM Housing, 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 property@remh.com.au
3.1.1.2. **Option 2** Existing Owner
3.1.1.2.1. 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**
3.1.1.3. **Option 3** Government Department, Emergency Services, or Related Service
3.1.1.3.1. If you are calling from an Emergency Service, please **Press 1** For all other Government Departments or Related Services, please **Press 2**
3.1.1.4. **Option 4** Service Provider or Tradesperson
3.1.1.4.1. **Greeting Message** Thank you for contacting REM Housing, 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 admin@remh.com.au
3.1.1.5. **Option 5** REMH Website Account of Login
3.1.1.5.1. **Greeting Message** Thank you for contacting REM Housing, 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 techsupport@remh.com.au
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**
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
4. Legend
4.1. Management Lines
4.1.1. 209 - Joanne Baker
4.1.2. 208 - Shauna Shaw
4.2. Accounts
4.2.1. 203 - John Reynen
4.2.1.1. 218 - Kirstein Doria
4.3. Regional Team Lines
4.3.1. Gippsland
4.3.1.1. 207 - Peter Duke
4.3.1.2. 215 - Stacey Ostojic
4.3.1.3. 220 Alex Lovejoy
4.3.1.4. Mainteanance
4.3.1.4.1. 204 Dale Grosskopf
4.3.2. SE / Pen
4.3.2.1. 206 - Zoe Sideropoulos
4.3.2.2. 216 - Jesse Goudge
4.3.2.3. 224 - Heidi Bryan
4.3.3. Inner
4.3.3.1. 206 - Zoe Sideropoulos
4.3.3.2. 223 - Jody Bowman
4.3.3.3. 224 - Heidi Bryan
4.3.4. Outer
4.3.4.1. 219 Caroline / Felipe
4.3.5. Golburn
4.3.5.1. 213 - Gavern Cherry
4.4. Tech / Project Management
4.4.1. 201 - Matt Carpenter
4.4.1.1. Office
4.4.1.1.1. 0221 Reception
4.5. Non Group Lines
4.5.1. 211 - Mark Baker