Navigating the various mental health and addictions support systems within Niagara can be challenging for consumers, family members, and front line service providers alike, with the variety of supports available. The Mental Health and Addictions Access Line was created to alleviate that burden with a “one call, one number” approach, serving as the first point of access to local services within Niagara for individuals 16 and up. The 24/7 program is available to:

  • help determine the most appropriate service based on individual needs;
  • provide immediate support;
  • link to service via a warm transfer; and
  • follow up to ensure individuals are connected to service.

This collaborative project is a partnership of 16 local mental health and addictions service providers, working together to exemplify the principles of partnership, knowledge exchange, information, and individual and family centred services laid out in Niagara’s Mental Health and Addictions Charter.

Impact in Niagara so far:

  • Over 2190 registered individuals served since launch in May 2014, with over 2660 calls
  • Over 1096 individuals warm transferred to a mental health or addictions service provider
  • Over 83 % of callers were connected within 1 day (average wait time = 1.26 days)
  • Over 1600 callers indicate they feel better at the end of the call
  • Over 2000 follow up contacts have been made with the partner agencies to confirm client connections

There has been notable relief felt by consumers, and their family and friends alike. Anyone looking for information on what services are available is encouraged to call for support. Front line service providers are encouraged to utilize the service as an access point for consumers, thereby freeing up time for front line providers to continue focusing on providing service delivery.

The Mental Health and Addictions Access Line is available 24/7 at 1-866-550-5205 ext. 2. For more information visit or listen to the March 9th webinar entitled, Mental Health & Addictions Access Line: Uses, Impact and Future Potential. Stay connected by following us on Facebook and twitter @MHAALNiagara.

Kyrsten Boucher
Team Lead
Mental Health and Addictions Access Line


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