A waiting list becomes more humane when people know what can actually change their position.

Uncertainty is easier to bear when its rules are visible. Not knowing how long is hard. Not knowing what governs the queue is worse, since it leaves people guessing whether ringing again helps, whether their circumstances count, whether they have been forgotten. Explaining the mechanism costs an organisation almost nothing and returns a great deal of dignity. People can carry a long wait if they are not also carrying confusion.

If you run any kind of queue, publish what moves it and what does not. If you are in one, ask that question directly, since it is more answerable than how long will this take.