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.
Keeping Communities Connected When It Matters Most
How Gannawarra Shire Council improved mobile connectivity across key community locations to support communication during emergencies and everyday life.
- Industry: Local Government
- Solution: Mobile Signal Boosting
- Locations: 7 community hubs
- Focus: Connectivity, resilience, community safety
Supporting Regional Communities Across Critical Moments
Gannawarra Shire Council supports a network of regional communities where reliable communication plays a critical role in safety, coordination and day-to-day life.
Access to mobile connectivity is essential, not only for routine communication, but for ensuring residents can stay informed and connected during emergencies.
Limited Connectivity When It Was Needed Most
The 2022 floods highlighted a critical gap in mobile coverage across key community hubs.
During emergency situations:
- Residents relied heavily on mobile communication
- Coverage was inconsistent across locations
- Access to real-time updates was limited
- Community hubs were not fully equipped to support connectivity needs
This created risk during high-pressure situations where communication is essential.
A Simple, Reliable Approach To Strengthening Connectivity
Gannawarra Shire Council partnered with Star21 to implement a mobile signal boosting solution across seven community locations.
The solution included:
- Cel-Fi GO repeater technology
- External antennas and signal distribution
- Coverage designed for community hub environments
The approach was intentionally simple:
- No ongoing operational complexity
- Minimal maintenance requirements
- Designed for long-term reliability
This ensured the solution could deliver consistent performance without adding burden to the Council.
Delivered With Minimal Disruption To The Community
Star21 managed the project end-to-end, from site assessment through to installation.
Key aspects of delivery:
- Coordinated rollout across multiple sites
- Clear communication throughout the project
- Efficient installation process
- Minimal disruption to community operations
The focus was on delivering a practical solution, quickly and reliably.
More Reliable Communication Across Critical Community Locations
The new solution has strengthened mobile connectivity across community hubs, improving communication during both emergency and everyday situations.
Key outcomes include:
- More reliable mobile coverage within community facilities
- Improved ability to stay connected during emergencies
- Better access to information and communication services
- Increased confidence in community infrastructure
In critical moments, consistent communication can make a measurable difference.
Ongoing Benefits Beyond Emergency Response
While the project was driven by emergency response needs, the benefits extend into everyday community life.
Residents now experience:
- Improved mobile reception around community hubs
- Easier communication during events and gatherings
- Better access to digital services
This has created an added layer of connection, supporting both safety and community engagement year-round.
Delivering Confidence Through Reliable Connectivity
“These boosters provide peace of mind for residents needing to connect with loved ones and services during emergencies, while also supporting community events and daily activities throughout the year.”
Geoff Rollinson, CEO, Gannawarra Shire Council
A Stronger Foundation For Connected Communities
By improving connectivity across key locations, Gannawarra Shire Council has taken a practical step toward:
- Strengthening community resilience
- Supporting emergency response capability
- Enhancing everyday communication
- Building more connected regional communities
Improve Connectivity Across Your Environment
If your organisation is managing connectivity challenges across sites or regions, we can help you design and deliver a practical, scalable solution.
