MCHD’s new telephone system enhances service and accessibility 10.30.25

October 30, 2025

MCHD’s new telephone system enhances service and accessibility

MOBILE, Ala. — As part of our ongoing mission to improve communication and service delivery, the Mobile County Health Department (MCHD) has implemented a robust new cloud-based telephone system. The upgrade enhances call reliability, boosts accessibility for patients and staff, and ensures our teams can stay connected — even during outages or emergencies.

“Our new system offers greater stability and virtually unlimited call capacity,” said Raymond Johnson, manager of MCHD’s Information Technology (IT) team. “By investing in cloud-based solutions, we’ve improved communication reliability and ensured our staff can stay connected with the community, even during unexpected disruptions.”

The changeover affects both our main switchboard (251-690-8158) and the Family Health Central Appointments line (251-690-8889). In September alone, the new system processed nearly 95,000 calls, including more than 41,000 from the public. This marks a major milestone in MCHD’s capacity to efficiently manage communications.

While implementing the new system required staff to learn new procedures and reporting tools, the results have been well worth the effort. The previous server-based system often required IT intervention when overloaded or frozen. Today, every MCHD phone connects via the cloud, allowing operations to continue seamlessly when issues arise locally.

Charmaine Roberts, who oversees Central Appointments, said, “The new phone system has allowed us to manage even more calls and create greater access for our callers. We can now add agents in real time to the busiest lines, which helps reduce waiting times and improve customer experiences.”

Between August 13 and September 12, Central Appointments handled more than 12,600 calls with an average hold time of just 41 seconds — a vast improvement from previous averages. In 2024, the team managed 105,181 calls (a 10 percent increase from 2023), reduced average queue times by nearly a third, and saw a 25 percent drop in call abandonment rates.

The 8158 switchboard team, meanwhile, managed 32,521 calls in 2024 despite the cyber incident in June that temporarily disrupted normal operations. These figures show a continued commitment to service excellence throughout a period of significant transition.

Behind the scenes, our IT and administrative teams have repeatedly revamped the system’s call menu to ensure patients and clients reach the right department as quickly as possible. Each menu update reflects feedback from staff and community users, and options are now clearly organized by service area. To better serve Mobile County’s diverse community, the entire call system is now available in English, Spanish, and Vietnamese — providing greater accessibility for all who rely on MCHD’s services.

This improvement aligns with MCHD’s broader focus on expanding access, whether through updated website features, the My MCHD Health Check smartphone app, or our growing presence on social media. Collectively, these innovations strengthen our connection with the public and support our central goal: delivering exceptional, equitable care for every resident of Mobile County.