Creating capacity by answering every call
Every missed call is a missed opportunity to help. How MDC redesigned its front door so every citizen in Tacoma gets an answer — 24 hours a day.
Metropolitan Development Council (MDC) serves thousands of citizens across Tacoma through energy assistance, housing, behavioural health, education and employment services. As demand continued to rise, one challenge became increasingly clear: staff simply couldn't answer every call.
Rather than asking employees to work harder, MDC redesigned the front door to the organisation. Working alongside Fortell, Denise Wells and her team introduced conversational AI to ensure every citizen could immediately access information, complete eligibility screening and book appointments — 24 hours a day.
“Technology should create more time for our staff to do the work that only humans can do.”
About MDC
Metropolitan Development Council has served Tacoma since 1964 as the city's Community Action Agency. Today the organisation delivers:
- Energy Assistance (LIHEAP)
- Housing & Homeless Services
- Weatherization
- Behavioural Health
- Employment & Education
- Family Services
Every programme begins with one thing: a conversation. As demand increased, that first conversation became the biggest bottleneck.
The challenge
Like many Community Action Agencies, MDC faced three competing pressures: rising demand, funding requirements to serve more people, and staff spending valuable time answering repetitive questions.
Citizens wanted to know:
- Am I eligible?
- What documents do I need?
- Have you received my paperwork?
- When is my appointment?
None of these questions required a case manager. But together they consumed thousands of staff hours every year. Meanwhile, callers who couldn't get through often called back repeatedly, creating even more demand.
The solution
MDC partnered with Fortell to introduce conversational Voice AI. Instead of waiting on hold, citizens can now:
- Speak with AI immediately
- Complete eligibility screening
- Learn exactly which documents are required
- Receive programme information
- Schedule appointments
- Be transferred to staff when human expertise is actually needed
The system works day and night, ensuring every caller receives a consistent experience. Rather than replacing staff, the AI removes repetitive conversations so employees can spend their time solving complex client problems.
The impact
The result isn't simply automation. It's capacity.
Every routine interaction handled by Voice AI creates more time for staff to focus on citizens facing genuine crises.
24/7 access
Citizens receive help whenever they call — not only during office hours.
Reduced administrative workload
Staff spend less time repeating the same information.
Better client experience
Immediate answers replace busy signals and voicemail.
More human time
Case managers can focus on problem-solving instead of call handling.
As Denise Wells explains, the goal isn't replacing people. It's ensuring staff spend their day where they create the greatest value for the community.
Looking forward
For MDC, conversational AI is becoming part of the organisation's long-term service strategy. The same technology supporting Energy Assistance today can extend across housing, behavioural health, employment services and future programmes — creating a consistent, always-available front door for citizens.
As Community Action Agencies face growing demand alongside workforce shortages, MDC demonstrates that technology can expand access while allowing staff to focus on what matters most: helping people.
Answer every call. Create more time for people.
See how Fortell can help your agency expand access without expanding headcount.
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