Access to mental health care starts with the first touchpoint—but for many non-profit providers, that touchpoint is still a busy call-in line. This outdated system creates major access barriers, particularly for low-income clients, new immigrants, and youth. Missed calls = missed care. This session presents a real-world transformation: how Jewish Family Services (JFS), in collaboration with Tickit Health, replaced their call-in process with a digital guided intake tool designed to be empathetic, multilingual, and easy to complete on any device. The Case for Change Before the intervention: • Clients often had to call multiple times or wait weeks for a callback. • Language barriers ( 40% Russian speaking) and call anxiety discouraged many from ever connecting. • Intake information was inconsistent and often incomplete. After introducing the digital tool: • 40% increase in completed intakes, compared to the previous call-based system. • Clients reported greater comfort using the tool vs. speaking over the phone. • 80% Faster triage and routing to services. • Intake included key social determinants of health—captured in the client’s own words. • Support across multiple languages, enabling cultural and linguistic inclusivity. Design Principles & Technology Approach • Guided interviews built with trauma-informed design, motivational language, and emoji-supported response options. • No need for login or downloads—works on smartphones and tablets. • Captures structured data that feeds directly into care team workflows. • Created a more equitable, lower-friction path to care for those most in need. System-Level Outcomes • Clinicians spent less time on admin, more on care. • Clients were triaged faster, based on real-time needs. • Organization gained insight into unmet needs like housing, food insecurity, and employment challenges. • Made the intake process feel like part of care, not a bureaucratic hurdle. Why Now? As demand for services rises and staff burnout grows, traditional access models are breaking. We need solutions that scale with empathy. This model shows how small organizations can rapidly modernize—without losing the human touch—and radically improve client engagement. Call to Action Attendees will leave with: • A clear framework to assess and evolve their own intake processes • Evidence to make the case for funding trauma-informed digital tools • A step-by-step roadmap to implementation in less than 30 days