Counselling Connect Case Study

The Initiative: A Community-based collaboration to increase access to preventative mental health, substance health and addictions support

Background

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:

  • Mental health and substance use services offered side-by-side.
  • Children, youth, and adults served through a unified schedule, despite being funded by different ministries.
  • Bilingual access (English and French) built in at launch, with plans for additional languages underway.
  • A single shared calendar, eliminating the need for clients to call multiple agencies to find an opening.

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.

Executive Summary

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.

Challenges

  • Needed a plan to go from crisis response to long-term vision
  • No formal structure for collaboration
  • Equity-Led, but needed support to stay that way
  • Old organizational boundaries resurfaced, threatening collaboration and unity

Key Outcomes

  • Built Trust Across Agencies: Facilitated strong, enduring relationships that supported true cross-sector collaboration.
  • Enabled Faster, Aligned Growth: Streamlined decision-making and coordination, helping partners expand services rapidly without losing focus.
  • Navigated Complexity with Clarity: Provided project leadership that kept work moving forward through change, uncertainty, and competing priorities.
  • Embedded Equity into Every Step: Ensured equity stayed central in structure, service design, and partnerships as the platform scaled.
  • Leadership Ready for What’s Next: Equipped leaders to sustain and drive bold, equity-driven innovation.

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

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