Critical incident response: How Sonder supports your organisation
When a critical incident occurs, Sonder provides immediate, coordinated support to your employees and organisation. Here's how the response works, what to expect and how we keep your team safe.
What constitutes a critical incident
A critical incident is any workplace or on-campus event that has the potential to cause psychological trauma to those who experienced or witnessed it. Examples include:
- An accident or injury
- A violent incident
- A death
- A security threat
- An assault
- Any event significantly affecting employee safety or wellbeing
How the response works
Immediate notification and assessment:
When a critical incident occurs, leaders can report this through to Sonder's Support Centre, where Sonder's Incident Management team is notified and begins assessing the situation immediately. They evaluate the nature of the incident, number of people affected, and response requirements.
Deployment decision:
Within your specified response time, the Incident Management team decides whether to deploy a Responder. Factors considered include:
- Type and severity of the incident
- Number of people affected
- Response time required to reach the location
- Relevant skill sets needed
- Any potential conflicts of interest
- Gender preference (if expressed)
The decision to deploy a responder is Sonder's discretion based on clinical and practical considerations.
On-site support:
If a Responder is deployed, they arrive prepared to:
- Ensure immediate physical safety
- Provide psychological first aid
- Identify all people affected
- Explain how affected individuals can access Sonder support
- Connect with your incident coordinators and emergency services as needed
- Document the incident for reporting
Why psychological first aid (not debriefing):
Sonder uses psychological first aid based on international research showing it's more effective and safer than traditional psychological debriefing. Research from Australia and internationally demonstrates that asking people to relive traumatic events immediately can increase the risk of developing PTSD and other mental health symptoms.
Psychological first aid focuses on:
- Immediate safety and stabilisation
- Connection with support resources
- Normalising reactions to trauma
- Gentle, non-intrusive guidance
This evidence-based approach is aligned with clinical best practice and Sonder's stepped-care model.
5-week support workflow:
All affected employees can be enrolled in a 5-week in-app support plan. This includes gentle reminders about available support and psycho-educational messaging based on best-practice recovery patterns. This helps ensure no one slips through the cracks.
What you'll receive from Sonder
Immediate notification:
You'll receive immediate confirmation of the incident details that was reported to Sonder.
Comprehensive report:
Following the response, Sonder provides a detailed document outlining:
- The incident itself
- Actions taken by Sonder (responder deployment, welfare checks)
- Support provided to affected members
- Recommendations for ongoing organisational support
- Any coordination with emergency services or external agencies
This report is provided to your designated incident contacts and supports your own incident review and recovery planning.
Ongoing communication:
Sonder stays in contact with you about overall progress and any emerging concerns requiring organisational attention.
Frequently asked questions
How quickly can a responder arrive?
Response time depends on location and availability. Sonder maintains responder networks across Australia and New Zealand to ensure reasonable response times. Your contract specifies expected response windows.
Will we receive personal details about employees using support?
No. Your report will include aggregate information about the support provided and overall outcomes, but no personal details. Individual employee information remains confidential.
What if the incident occurs after hours or on a weekend?
Sonder provides 24/7 critical incident response. The Incident Management team assesses and responds regardless of time.
Can we request a specific responder?
Sonder considers organisational preferences when possible, including factors like gender or cultural background. However, availability and clinical appropriateness determine final deployment.
What if we're not sure if something qualifies as a critical incident?
Contact Sonder immediately. The Incident Management team will assess whether the incident meets the threshold and what response is appropriate. It's better to notify early, Sonder can scale the response if needed.
How do you handle incidents involving multiple sites or large numbers of people?The Incident Management team coordinates resources across all affected locations and scales the response based on needs. If multiple responders are needed, they can be deployed simultaneously. Sonder also coordinates with your incident command structure.
What happens to the documentation after the incident?
Your organisation retains all incident reports and documentation. Sonder retains clinical records for affected employees as part of their ongoing care history. Ask your account manager about retention policies.
What if the incident involves a fatality?
Sonder has specific protocols for incidents involving death. The Incident Management team will immediately discuss approach with your organisation and coordinate with all relevant parties (emergency services, family liaison, etc.).