This webinar is presented by Access Alliance Multicultural Health and Community Services
What’s the biggest barrier your clients face when trying to reach you by phone? Is it the system itself? Discover how Access Alliance is reshaping its phone system to cut wait times, improve language access, and embed equity into everyday client contact. Join us for 45-minutes of quality improvement (QI) methods, real-world data, and actionable next steps. We will share how QI leads, secretaries, and researchers came together with real-world data, plain-language scripts, and workflow analysis that make phone access an equity win for clients. Get practical ideas for integrating digital tools, tracking key indicators, and fostering cross-team collaboration to turn phone-related frustrations into reliable, inclusive client pathways. From "press zero" overloads to a strategic phone system redesign, hear about what we learned will boost client satisfaction and support community health goals.
# Session goals
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Strengthen collaboration among QI, research, and operations staff across CHCs through shared learning and dialogue.
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Help answer: “What’s the biggest barrier your clients face when trying to reach you by phone?”
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Access Alliance reimagined its phone system to strengthen connection and equity for its clients. Understand how this fits into broader communications structures.
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Hearing from you! What have others done?
# Learning outcomes
- Learn about applying a QI lens when addressing phone and communication access challenges, and pilot phases to test updated systems and digital tool integration.
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Uncover the unique experiences and needs of newcomer communities when engaging with phone systems and other platforms.
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Hear from others! Share suggestions, comments, and reflections.
# Who should attend?
# Speakers
- Cliff Ledwos | Acting Executive Director, Access Alliance
- Courtney Kupka | Research and Evaluation Coordinator, Access Alliance
- Sehrish Haider | Immigrant Insight Scholar Fellow
- Lorri Zagar | Independent QI Coach