The urgent need for accessible community-based mental health support became evident during the COVID-19 pandemic, and this need continues today. One way to improve access is to provide some support services virtually. In this qualitative study involving 40 interviews with managers, workers, and service users of a mental health support organization, we aimed to understand 1) experiences related to the need for mental health support during and following the pandemic, 2) the role of technological factors in accessing mental health support, and 3) whether and how a sense of community can be established among mental health support peers in a virtual space where connections are mediated by technology. The results reveal the value and limits of virtual mental health support services, that technological factors act as both boundaries and bridges to accessing these services, and that there are 5 strategies that help maintain a sense of community in a virtual environment. The importance of providing hybrid services consisting of both in-person and virtual mental health support to reach a broad spectrum of service users is highlighted, and so is the significance of considering resource allocation that allows mental health support provision to those who need it most.
