Sonder Support Centre: Sonder's Care Specialists and Registered Nurses
Sonder’s Support Centre is a 24/7 service staffed by qualified health, safety and wellbeing professionals, available to assist members at any time of day or night.
Our approach is grounded in empathy, cultural safety and timely intervention to ensure every member gets the right care at the right time.
Whether a member is experiencing a medical concern, mental health challenge, safety issue or simply needs guidance, our team provides immediate, compassionate support through in-app chat or phone.
Our support centres are staffed across Auckland, Sydney and London. They are the first point of contact in Sonder’s care model, offering holistic triage to assess a member’s needs and connect them with the most appropriate next step.
Care Specialists (24/7)
Care Specialists are your first point of contact. They provide immediate support, early intervention, and guidance whenever you reach out. They help you figure out what you need and connect you with the right next step, whether that's a medical opinion, mental health support, or guidance from the safety team.
Their qualifications:
- Psychological First Aid qualification: Accredited training designed for immediate, crisis-focused response. It equips practitioners to provide in-the-moment emotional support, stabilise distress and connect people to further care.
- Crisis experience: Years of experience working in paid or volunteer roles in crisis environments (emergency services, crisis lines, suicide prevention services)
- In-house clinical training: Trained specific to the Sonder model of care, on how to assess, triage and respond appropriately within our platform and protocols.
- Diverse community experience: Training in working with culturally and linguistically diverse communities, including complex and crisis environments
Sonder’s Care Specialists come from diverse professional backgrounds, including healthcare, emergency services, health coaching, crisis management, and personal support services. Each brings the skills and experience needed to provide compassionate, effective support.
Registered Nurses (24/7)
Registered Nurses in Australia, New Zealand and the United Kingdom are highly trained health professionals who provide frontline clinical care. When you have a medical or clinical concern, a Registered Nurse provides assessment and triage. They evaluate your symptoms, identify risks, and help decide what care you need while offering compassionate support.
Their qualifications:
- Bachelor/BSc in Nursing or equivalent qualification: Recognised by health regulatory bodies across Australia, New Zealand and the UK
- Current and unrestricted registration: With their respective professional body (NMBA via AHPRA in Australia, NZ Nursing Council NCNZ, UK Nursing and Midwifery Council NMC, etc.)
- Minimum 3+ years post-graduate experience: Including critical care (Emergency Department, ICU) or acute mental health settings
- Life Support certification: Mandatory training in immediate medical support
- Specialised experience: Many have paediatric care, Teletriage or senior clinical roles
Frequently asked questions.
Are Care Specialists therapists?
No. Care Specialists are trained in crisis support and psychological first aid, not therapy. They provide immediate support, de-escalation and guidance. If you need longer-term mental health support, they'll refer you to a counsellor or psychologist.
Are these the same people every time I call?
Not necessarily. Sonder has a team of Care Specialists and Nurses available 24/7, so you might speak with different people. But every person who supports you has the same training and qualifications. Each conversation is also documented, so context from previous contacts is available.
Can I request a specific Care Specialist or Nurse?
If you've connected with someone you'd like to work with again, let the team know. We'll do our best to connect you with them when available, though we can't guarantee it due to 24/7 staffing.
What if I want to talk to a therapist or psychologist right away?
If you reach out to a Care Specialist or Nurse and feel you need a mental health professional, you'll have your initial conversation with this team first so they can understand what you need to provide you the best referral.