Support after a critical incident: What to expect from Sonder
If something serious happens at your workplace or on campus, Sonder is here to support you and everyone affected. Here's what happens, how we help, and how to access ongoing care.
What is a critical incident?
Sonder defines a critical incident as any workplace or on-campus event that occurs that has the potential to cause trauma to those who have experienced or witnessed it.
The Sonder team will assess, support, and manage those who are affected by a critical incident in order to ensure that they will receive the right type of care. In addition to supporting those affected by the critical incident, Sonder will also notify others who are close by to ensure their safety and welfare.
What happens when a critical incident occurs?
Safety first
When a critical incident occurs, our priority is making sure everyone is safe. Depending on the situation, a Sonder Responder may be deployed to your workplace or campus to check on people and provide immediate support.
You'll see a responder
If a responder is sent, they'll:
- Check that everyone is physically safe
- Provide psychological first aid (calming, grounding, practical support)
- Identify people who are affected and need support
- Explain how to access ongoing care through Sonder
- Answer your questions about what happens next
The responder is there to support, not to force conversations or make you relive what happened. You're in control. If you don't want to talk, that's okay.
5-week support flow:
Following the critical incident, the Sonder Responder can work with the Incident Manager to identify and enrol those impacted by the event into a ‘Critical Incident Workflow’, which is a 5-week in-app nurture stream of messages to reinforce the support available to them that was developed in line with clinical best practice for early response to psychological trauma.
These are gentle nudges, not demands. Members can engage as much or as little as they want. The point is to keep support front-of-mind during the weeks after an incident.
Getting ongoing support:
Talk to a Care Specialist
You can reach out to Sonder anytime through the app. A Care Specialist can help you figure out what you need, whether that's counselling or just someone to talk to.
Counselling or therapy
Depending on how you're doing, you might be referred to a counsellor or psychologist for longer-term support. They'll work with you at your pace, helping the member process what happened and rebuild your sense of safety.
Your workplace support team
Your workplace or university may also have people trained to support them. Check in with their manager or HR team to see what's available alongside Sonder.
Frequently asked questions.
What is psychological first aid?
Psychological first aid is an evidence-based approach to supporting people through a crisis. It focuses on immediate safety, calming, and connecting you with support — not forcing you to talk about what happened. Research shows this is more helpful than asking people to relive traumatic events immediately.
Will I be forced to talk about what happened?
No. Psychological first aid is about you feeling safe and supported, not about processing trauma right away. You're in control of what you share and when.
What if I don't want to talk to a responder?
That's completely okay. You're not obligated to talk to anyone. If a responder is present, you can let them know you need space. They'll respect that.
What if I don't feel like I need support?
Some people feel fine immediately after an incident. That's normal. The 5-week plan is there as a gentle reminder that support is available if you need it later. Many people find they need support days or weeks after the event, not right away.
Will my employer know I'm using Sonder after an incident?
No. Your conversations with Sonder are confidential. Your workplace won't know what support you're receiving unless you tell them. Your employer will receive information about the overall incident response and support provided, but not details about individuals.
Can I talk to someone if I witnessed the incident but wasn't directly involved?
Yes, absolutely. If you witnessed something traumatic, you're affected too. Use the same process: reach out through the app and we'll connect you with the right support.