Our phone menu will be updated with one goal in mind: getting you to the right person faster, without the extra button-mashing detours.

Why the Change?

Over time, we found that many calls were landing in the wrong department, often because callers defaulted to pressing “1” out of habit. While efficient in theory, it actually created more transfers, longer wait times, and a bit of frustration on both ends of the line.

With more than 4,500 members/subscribers and a high volume of daily calls, even small inefficiencies add up quickly. This update is designed to streamline the process, reduce transfers, and help you get answers faster.

What’s Different?

The biggest change is simple but impactful:
Option “1” is no longer part of the menu as the default selection.

Instead, the phone tree has been reorganized by department, with each option clearly described so you can choose the exact support you need. No more guessing. No more accidental detours to the wrong team.

Leaving Voicemails - Details are Important

GAAR and SWMLS respond to phone calls and emails in the order they are received. Each department has its own queue, where team members assist members as inquiries come in.

When leaving a voicemail, we kindly ask that you briefly describe the issue you are calling about. Providing this information allows our team to prepare better and assist you when your message reaches the front of our queue.

Updated Phone Menu Options

Here’s a quick look at where each selection will take you:

Press 2 – Membership

For joining GAAR, brokerage transfers, billing questions, password resets, or profile updates

Press 3 – Education

CE class schedules, credit status, and registration

Press 4 – Supra Lockbox & E-Key Support

Lockbox issues, app assistance, or replacements

Press 5 – SWMLS Support

Listings, MLS rules, and MLS product assistance

Press 6 – GAAR Event Center

Reserving space for meetings or events

Press 7 – Professional Standards

Code of Ethics questions, complaints, mediation, or arbitration

Press 8 – Communications

Media inquiries, blog content, special events, or statistics

Press 9 – NMAR FORMS (TransactionDesk or Sky Slope)

You will be transferred to a new menu to reach the specific form provider support

A Quick Tip

Take a moment to listen to the menu before making your selection. It may feel like an extra second, but it can save you a few minutes and a transfer or two.

Built for Better Service

This update is all about improving your experience. Fewer transfers. Clearer options. Faster connections to the team that can actually help you.

And if you ever land in the wrong place, don’t worry. We’ve all hit the wrong button before. The difference now is that it should happen a lot less often.

Call Patterns That Prompted Change

The data makes the issue clear.

SWMLS consistently receives the highest volume of inbound calls by a wide margin, significantly outpacing every other department across the year. Given that SWMLS was set as option 1, it became the default selection for many callers, regardless of their actual need.

That pattern drove a disproportionate number of calls and voicemails into SWMLS, many of which belonged to other departments, creating a backlog and slowing response times. In short, the numbers confirm what the staff experienced daily. Option 1 was not just popular; it was overloaded, and it impacted SWMLS support for everyone.

2025 Data

1st Quarter 2026 Data

Diving Deeper Into the Que, Including Emails

To ensure we treat each member fairly, we answer our emails and voicemails in the order they are received. An unintended consequence is that if you follow up on an email before we have reached it, it moves that email back further in our queue. We recommend that you send one email or voicemail per request, and rest assured that we will respond as soon as possible

Our goal is to provide consistent and equitable support to all 4,500 GAAR members and MLS subscribers we serve.

Thank you for your understanding,