When COVID-19 forced Ottawa’s counselling agencies to close their doors in March 2020, four visionary leaders recognized the urgent need for accessible mental health and substance use support. In just six weeks, they pooled clinical staff, secured a shared online booking platform, and launched Counselling Connect — the region’s first one-stop website offering free, same-day virtual counselling.
From day one, the platform broke through traditional barriers:
Clients praised the simplicity and dignity of the model — booking appointments without the need to arrange childcare, take time off work, or navigate complex intake systems. Demand surged almost immediately.
Connect2Knowledge (C2K) joined as the initiative was gaining momentum. Our role was clear: hold the centre while visionary leaders pushed the boundaries of what was possible. As project managers, we clarified purpose amid complexity. From strategy to implementation, our project leadership helped transform Counselling Connect from a reactive launch into a recognized model of equity-centred innovation. While the platform’s long-term sustainability remains uncertain, what this collaboration proved is that when not-for-profit leaders are backed by strategic, equity-focused support, they can deliver game-changing results.
As a facilitator, Natalie creates inclusive, creative spaces for all people to come together, learn from each other and find effective solutions. The work they have done to support our partners has a direct impact on the mental health professionals and communities we serve. - Michelle James, Coordinator of the Ottawa Black Mental Health Coalition and Counselling Connect Partner
See how it all came together—our approach, key challenges, and measurable outcomes—in the full case study.
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