What happens behind the Sonder app?
Sonder uses a ‘stepped-care model’ in its approach to the delivery of support services. This model comprises a hierarchy of interventions from the least to most intensive, matched to the individual’s needs.
It starts with a chat or call within the Sonder app to one of our highly trained Care Specialists. They are available day or night, will respond in 15 seconds or less to provide you with support and connect you with the right care immediately, and is 100% confidential.
Our Care Specialists will determine whether you need non-clinical support or a clinical assessment. For non-clinical support, the focus will be on your wellbeing and you will be provided with self-help resources and advice.
For a clinical assessment, our Triage Nurse will step in and assign a clinical priority to your case from low risk to urgent depending on the severity. This assignment is based on the Manchester triage system and is an evidence-based approach that seeks to identify the unique needs of everyone and provides tailored solutions to ensure the care they need.
What is the ‘Stepped Care Model’?
Sonder’s approach to care isn’t a ‘one size fits all’ model. Rather, it is appropriate support that an individual requires and recognises their needs..
The ‘Stepped Care Model’ is a staged system, from the least to the most intensive, matched to the individual’s needs. Sonder’s ‘Stepped Care’ model recognises there is a spectrum of needs and as such there also needs to be a spectrum of services.
What does ‘Triage’ mean?
‘Triage’ means when a Sonder Care Specialist seeks to understand the circumstances, assess what support is required for the presenting concerns, and determine the most appropriate level of support.
A triage is performed when you or your people reach out to a Care Specialist through the app (either through call or chat) and requests for support. If a person needs to go down a medical or mental health route, a registered nurse will perform a more detailed clinical assessment.
Do you follow up with members?
Importantly, we continue to accompany the member throughout their health journey, helping them navigate their wellbeing needs - including follow-ups to ensure member’s needs are being met. For support requests deemed moderately severe, or higher, we’ll aim to follow-up with the member within 24 hours. These structured follow-ups give members an opportunity to receive more support, change their support, as well as address contributing or previously undisclosed issues.
What are the qualifications of the people who provide Sonder's human support?
The first person you and your people will make contact with - either through the call or chat function in the Sonder app - will be a Sonder Care Specialist.
Part intake officer, part health coach, and part community service navigator, Care Specialists are there to support you and your people at any given moment. Importantly, they are there to guide people through a non-clinical triage in order to understand and unpack their reason for reaching out to Sonder.
Care Specialists are qualified in Psychological First Aid and are trained to operate within Sonder’s Wellbeing Model. They’re exceptionally capable at understanding the safety, medical, and mental health needs of you and your people, and will provide guidance and recommendations for the next step of your wellbeing journey. This could be immediate triage for safety and medical, mental health support, or resources to continue your wellbeing journey on your own terms.
Sonder hires Care Specialists from a variety of backgrounds ranging from healthcare post-grads and emergency services operators to health coaches and those with a strong foundation and experience in crisis management and/or personal support services.