The Problem: The Waitlist as a Risk Zone In many mental health systems, clients wait months between referral and treatment. During that time, they often: Feel forgotten or unsure if they’ve been accepted Struggle to prepare for treatment emotionally and practically Receive mixed or incorrect information from third parties At Heartwood Centre for Women, this wait time was not just inconvenient—it was dangerous. Clients lost momentum, couldn’t stabilize, and arrived underprepared, increasing the demand for individualized care and impacting program efficacy. The Innovation: Waitlist Check-In Tool In partnership with Tickit Health, Heartwood piloted a Waitlist Check-In Tool—a digital platform that connects with clients immediately after referral to: Set expectations for treatment Share strength-based health information Offer local, personalized resources Guide them through practical questions (“What do I pack?”, “Can I bring my phone?”) Key Features: Web-based: No logins or downloads, accessible via SMS or email Built for low-literacy, multilingual populations Designed with clear language, emojis, and optional audio Culturally and gender inclusive Dynamically adapts to where the client is in the intake journey The Model: Patient Activation Before Entry Grounded in the Client Activation Measure for Mental Health, the tool helps clients: Build autonomy and knowledge Feel agency over their recovery Engage with care proactively—even before arrival Impact Areas: Clients feel seen, informed, and empowered Staff gain time back as questions are pre-answered Programs reduce dropouts and increase early-stage engagement Human-Centered, Co-Designed The project was co-designed with: People with lived experience Heartwood staff Cultural support workers Health system operations leads This participatory approach ensured that the solution was not just for clients—but with them. Why Now? Long waitlists are becoming a defining feature of global mental health systems. But that wait time can either be a void—or a value-generating opportunity. This talk will show how policy makers and providers can transform “access” to include the moment after referral. Takeaways for the Audience: Learn how to redesign waitlist phases as a tool for equity and engagement See how digital activation can reduce provider burden without sacrificing empathy Get inspired by a model that can be deployed in weeks—not months