Reliable Communications for Services That Matter

Supporting Communities Through Housing & Homelessness Services

Haven Home Safe provides housing and homelessness support services across regional Victoria, helping people access safe, stable and affordable housing.

Their teams support renters, people experiencing homelessness and community members requiring practical housing assistance. Reliable communication plays a critical role in ensuring clients, partners and staff can connect with the right people when support is needed most.

Managing A Complex Communications Environment

As Haven Home Safe’s operational requirements evolved, maintaining a telecommunications environment that supported multiple teams, locations and service areas became increasingly important.

The organisation required ongoing support across:

• Microsoft Teams Calling
• Call queues
• Auto attendants
• Mobile services
• Day-to-day service changes

Beyond resolving technical issues, the team also needed a trusted partner capable of interpreting vendor guidance and translating it into practical actions relevant to their environment. Visibility into call queue performance and reporting was also becoming increasingly important for operational decision-making.

A Partner That Understands Both Telecommunications & Microsoft Teams

Haven Home Safe selected Star21 because of its ability to bridge traditional telecommunications services with modern Microsoft Teams voice environments.

The organisation needed more than a support provider.

They needed a partner capable of:

• Understanding carrier services
• Supporting Microsoft Teams Calling
• Providing practical technical guidance
• Escalating issues when specialist expertise was required

Star21’s combination of telecommunications expertise, Microsoft knowledge and responsiveness made them a strong fit for the organisation’s needs.

Practical Support Focused On Real-World Outcomes

Star21 worked closely with Haven Home Safe to provide ongoing support across their communications environment.

This included:

• Assisting with Teams voice services
• Supporting call queue management
• Helping configure auto attendants
• Managing mobile service requests
• Providing guidance around Microsoft recommendations and platform changes

Rather than simply responding to tickets, Star21 worked collaboratively with the organisation to help interpret issues, identify options and support decision-making.

More Than A Support Provider

Throughout the engagement, Haven Home Safe found Star21 easy to work with, responsive and focused on achieving practical outcomes.

What stood out most was the team’s willingness to investigate issues thoroughly and provide meaningful technical guidance when needed.

The relationship felt collaborative and proactive, helping the organisation navigate challenges with greater confidence and clarity.

Greater Confidence In Day-to-Day Operations

While the engagement was focused on operational support rather than a major transformation project, the impact has been significant.

Key outcomes included:

• Clearer support pathways for Teams voice services
• Improved management of call queues and auto attendants
• Greater understanding of issue resolution processes
• Increased confidence in telecommunications decision-making
• Better visibility into communications reporting requirements

Most importantly, Haven Home Safe now has a trusted partner that helps its teams confidently manage an environment that supports critical community services every day.

A Practical & Responsive Partner

“Star21 understands the technical environment, responds to requests and provides guidance that is relevant to day-to-day operations. For an organisation like ours, where reliable communications support service delivery, having that kind of partner is valuable.”

Senior Technical Architect, Haven Home Safe

A stronger foundation for connected communities

Reliable communication is essential for organisations delivering community services.

By partnering with Star21, Haven Home Safe has strengthened the operational support behind its communications environment, helping ensure staff can focus on supporting the people who rely on them.

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