How to request a proactive Sonder Responder visit
What proactive deployments are, how to book one, and how they differ from critical incident support
This article explains what a proactive Sonder Responder deployment is, what a Responder can and can't deliver on site, and how to request a visit for your team.
What is a proactive Responder deployment?
A proactive deployment is a planned visit from a Sonder Responder to your workplace or event. It helps your people understand Sonder, get set up on the app, and know what support is available before they need it. Because these visits are planned in advance, they work differently to the urgent support a Responder provides after a critical incident.
Sonder Responders are the people we deploy to support members during critical incidents and safety cases. A proactive deployment uses the same Responders in a planned, preventative way.
You might request a proactive visit to:
- Raise awareness of Sonder and the Sonder app
- Help your team download, register and activate the app
- Explain who Sonder Responders are and what they do
- Support a wellbeing event, stall or partner activity, such as O Week or R U OK? Day
- Have a Responder on site during a pre-planned event, such as organisational change or a company meeting, where employees may need mental health or safety support
Proactive deployment vs critical incident support
| Proactive deployment | Critical incident support | |
|---|---|---|
| Purpose | Education, awareness, app activation and planned event support | Responding to an incident or safety case that has already happened |
| Timing | Planned and booked in advance | Arranged in response to an incident |
| Scope | Agreed with you before the visit | Based on the needs of the incident |
| How to request | Email customer.support@sonder.io (see steps below) | Use your critical incident support process |
Please note: If something has happened and your people need support now, don't request a proactive deployment. Contact Sonder through your critical incident support process instead.
What a Responder can deliver
| Service | What's included | Delivered by |
|---|---|---|
| Sonder product and app awareness | What Sonder is, how to download the app, family access, the wellbeing assessment, helpful content and how to access support | Sonder Responder |
| Awareness of Sonder Responders | Who Responders are, their background, and what they do when deployed to critical incidents and safety cases | Sonder Responder |
| App activation and registration | Hands-on help to download the app, log in, use family access codes and get familiar with the app | Sonder Responder |
| Events, stalls and O Week activities | Staffing a table or stall, helping with app downloads, explaining Sonder support services, handing out merchandise and answering general questions | Sonder Responder |
| Partner events, such as R U OK? Day | Assessed case by case to make sure the activity aligns with Sonder's model of care | Sonder Responder |
| Safety awareness briefings | Keeping yourself safe, using the Sonder app, and understanding crime or safety data for your local area | Sonder Response Network Manager |
| Leader events and specialist presentations | Presentations or webinars on specific topics, based on subject matter expertise | Sonder Response Network Manager or subject matter expert only |
Visits can also be tailored to your needs, as long as the request stays within the Responder's training and Sonder's model of care. For example, a safety presentation can cover common workplace safety concerns and app features such as Track my Journey and Check on Me.
What a proactive visit doesn't cover
To keep visits safe and within scope, a proactive deployment does not include:
- Mental health presentations about data, trends, suicidal ideation or suicide. Responders are trained in psychological first aid only.
- Unrelated event duties, such as cooking at a barbecue.
- Replacing your Customer Insights Partner (CIP). Responders support your CIP and add to their presentations. They don't present in place of your CIP at high-level management events.
- Support for large redundancy conversations.
Before you start
Have the following details ready when you make your request:
- The purpose of the visit and the outcome you'd like
- Your audience and expected number of attendees
- The location, date and time
- How long you need the Responder on site
- Whether you need more than one Responder or more than one location
How to request a proactive deployment
- Email customer.support@sonder.io with the details listed above.
- Our team will confirm the scope of support with you.
- Confirm that you accept the cost of the visit.
- Our team will confirm Responder availability for your requested date and location.
- Before the visit, we'll prepare a briefing for the Responder so they arrive ready for your session.
Please note: Your Customer Insights Partner can also request a proactive deployment on your team's behalf.
Pricing
Australia and New Zealand
- Half day (up to 3 hours on site): $700 + GST
- Full day (more than 3 hours on site): $1,400 + GST
United Kingdom
- Half day (2 to 3 hours on site): £290 + GST
- Full day (more than 3 hours on site): £580 + GST
Multiple Responders: If you request more than one Responder for a single site visit, a 10% discount can be applied. This also applies to multiple locations for the same customer on the same day.
Travel: If flights, accommodation or car hire are needed, we ask that you arrange these. If Sonder arranges travel, the cost will be charged back to you. Remote locations, or areas where Sonder doesn't have Responder availability, will be considered as part of your request.
Please note: Some customers have different pricing under their contract. Contact the Sonder Customer Support Team to confirm the rate that applies to you.
Frequently asked questions.
Can a Responder help my team get set up on the Sonder app?
Yes. Responders can help your people download the app, log in, use family access codes and get familiar with the app.
Can a Responder attend our wellbeing event or R U OK? Day activity?
Yes. Responders can attend stalls, O Week activities and wellbeing events. Partner events such as R U OK? Day are assessed case by case to make sure they align with Sonder's model of care.
Can a Responder deliver a mental health presentation?
Only within their training. Responders are trained in psychological first aid and don't deliver presentations on mental health data, trends, suicidal ideation or suicide.
Will a Responder replace our Customer Success Manager at the session?
No. Responders support your CSM and add to their presentations. They don't attend in place of your CSM, especially at high-level management events.
Can a Responder be on site during a restructure or company announcement?
Yes, for pre-planned events such as organisational change or company meetings, a Responder can be on site to support employees. Proactive visits aren't designed to support large redundancy conversations.