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Digital Navigation Project

Too often, people seeking help for their mental health feel lost before they even begin.

From June 2024 – April 2025, The Department of Health and Aged Care funded SANE to lead a sector-wide investigation into the key reasons driving this issue.

The Digital Navigation Project did just that, working alongside the people who use, deliver, and support mental health care in Australia to understand what’s broken, and how to fix it.

The result?

A set of clear, practical recommendations to make the system easier to understand, more connected, and much more human. Summarised below.

WHAT WE DID

We led a collaborative project grounded in listening. Our team engaged people from across the sector to understand where things are going wrong – and how it can be better.

We spoke to a lot of people.

2000+

stakeholders engaged

131

total consults

1300+

helpseekers

287

carers

239

professional and frontline workers

40

sector organisations and service providers

36

peak and advocacy bodies

30

state, territory, commonwealth, PHN stakeholders

18

research and academic institutions

Over 10 months.

Guiding and delivering the project with a Consortium of partner organisations.

What we found

Most people who experience mental health challenges struggle to find the right help.

- Help seeker survey respondent

There isn’t a simple, straightforward resource to rely on… our system is broken.

People fall through the cracks too easily.

- Help seeker focus group participant

When I needed support, I was homeless… not having somewhere safe to return to after an appointment made everything harder.

- Help seeker focus group participant

You can be in situations where you might be offered mental health support, but other factors in your life that span housing or finances – the real fundamental stuff – means that those are so front of mind, the mental health support isn’t doing much at that point.

Too many systems, not enough connection

Services are spread across different parts of the health system that don’t talk to each other.

No clear path

Care pathways aren’t standardized-so even professionals struggle to know what’s available.

More tools = more confusion

Multiple directories and tools exist, but many aren’t up to date or complete.

Missing information

Key details – like cost, eligibility, and wait times – are often hard to find.

Local support is invisible

Community-based services, which are often most helpful, are rarely included in national tools.

Systems don’t share info

People have to repeat their story over and over, with no smooth way to transition between services.

Our recommendations

Rather than building something brand new, these recommendations aim to strengthen and connect what already exists - so people can find help where they are, when they need it.

1. A Smarter Search Tool

An easy-to-use tool for both everyday people and clinicians. It matches needs to services, and works across the whole care journey.

2. A National Directory That Works

A connected, standardized directory that includes all relevant services – and makes info like availability, cost, and eligibility easy to find. Built by enhancing the National Health Services Directory.

3. Seamless Referrals

Tools that allow services to talk to each other, so help seekers don’t have to repeat their story every time and have an easier experience booking and managing services.

4. Mental Health Connected Care Governance

This connects all parts of the mental health system through mental health representation in the Council for Connected Care which oversees the current Interoperability Plan.

What this means for real people

For help seekers

1. Easier to find the right support
2. Better information, less frustration
3. More control over your care journey

For carers and families

1. More clarity to help loved ones
2. Greater visibility of community supports

For clinicians and service providers

1. More accurate info to guide referrals
2. Smoother booking and care coordination
3. Stronger links across the system

For the health system

1. Smarter use of resources
2. Less duplication
3. A stronger, more sustainable foundation

What’s next?

We’ve submitted the full report to the Federal Department of Health and Aged Care for review — and we’re excited about what comes next.

Have questions? Contact us at This email address is being protected from spambots. You need JavaScript enabled to view it.

Digital Navigation Project

Too often, people seeking help for their mental health feel lost before they even begin.

WHAT WE DID

We spoke to a lot of people.

2000+

131

1300+

287

239

40

36

30

18

Over 10 months.

Guiding and delivering the project with a Consortium of partner organisations.

What we found

Most people who experience mental health challenges struggle to find the right help.

- Help seeker survey respondent

- Help seeker focus group participant

- Help seeker focus group participant

Too many systems, not enough connection

No clear path

More tools = more confusion

Missing information

Local support is invisible

Systems don’t share info

Our recommendations

1. A Smarter Search Tool

2. A National Directory That Works

3. Seamless Referrals

4. Mental Health Connected Care Governance

What this means for real people

For help seekers

For carers and families

For clinicians and service providers

For the health system

What’s next?

Stay in touch