As a fellow West Aussie who's now living in the US, I can tell you this forum and most of the training/courses you'll see online regarding multifamily investment isn't relevant/applicable in Australia.

This investment was a failure for our family but due to the training from biggerpockets and community the outcome was mitigated.

Probably not a good person to hire, maybe let your bosses know. 

Is it an automated voice attendant, is it a call center where you are routed to someone else eventually to get an answer, or is it a live, well trained staff member?

Written policies are necessary when you add employees to aid with training or enforcement of standards.I would focus on adding doors to your management company.

Do we have anyone that has personal experience with a 1031 strategy that is sponsored by an UPREIT?

In 2008 when the stocks went down, I realized my 401k was invested with a person I had never met.

This investment was a failure for our family but due to the training from biggerpockets and community the outcome was mitigated.

Another great strategy is leveraging trained VAs to handle lead generation—whether it’s cold outreach, follow-ups, or data gathering—so agents can focus on closing deals.

Between a 1031 Exchange, HELOCs, and a partnership, I'm up to 15 doors including my personal residence.