Mental health and safety support pathways: Specialists and responders
After your initial connection with a Care Specialist or Registered Nurse, you may be referred to specialist support depending on what you need. Here's who they are, what they do, and when you'll connect with them.
How the pathway works
When you reach out to Sonder, a Care Specialist and/or Nurse will understand your situation and work out what you need. If you need ongoing mental health support, medical care, or specialist help, they'll refer you to the right person:
- Registered Counsellor: For focused counselling on specific issues
- Registered Psychologist: For comprehensive psychological assessment and therapy
- Clinical Psychologist: For complex mental health presentations or severe conditions
- Sonder Responder: If there's a safety concern that requires in-person support
Registered Counsellors (by appointment)
What they do:
Counsellors provide focused, goal-oriented support for specific concerns. Whether you're dealing with relationship issues, grief, work stress, or life transitions, they work with you over a series of sessions to help you work through what's happening and develop coping strategies.
Their qualifications:
- Bachelor of Counselling or equivalent qualification: Completed accredited training recognised by ACA (Australian Counselling Association) and PCFA (Psychotherapy and Counselling Federation of Australia)
- Post-qualifying clinical experience and supervision: Minimum required hours of supervised practice to hold unrestricted clinical membership
- Current unrestricted professional membership: With ACA or PCFA, meaning they're regulated and accountable
Registered Psychologists (by appointment)
What they do:
Psychologists provide comprehensive psychological assessment and therapy. They can diagnose mental health conditions, provide evidence-based treatment for a range of issues, and use psychological testing to help understand what's going on.
Their qualifications:
- Tertiary degree recognised by the Australian Health Practitioners Regulation Agency (AHPRA): Completed a psychology degree recognised as sufficient qualification for registration
- Unrestricted registration with AHPRA: As a Psychologist with clinical psychology endorsement
- Minimum 3 years clinical experience: Including evidence-based assessment, person-centred treatment planning, and work with diverse patient populations
- Ongoing professional accountability: AHPRA registration means they're regulated and must meet ongoing professional standards
Sonder Responders (safety concerns only)
What they do:
If there's a safety concern, whether personal safety or critical incident, a Sonder Responder may be deployed to your location to provide in-person psychological first aid and support. They coordinate with emergency services if needed and ensure you're safe.
Their qualifications:
- Psychological First Aid qualification: Accredited crisis support training
- Mandatory Reporting Awareness Training: Understanding legal obligations around child protection and other mandatory reporting
- Privacy and Confidentiality training: To protect your information
- Cultural sensitivity and awareness training: To work effectively with diverse communities
When you'll see a responder:
Only if there's a safety concern. This might include:
- You're in immediate danger
- Your safety can't be confirmed
- There's been a critical incident (workplace accident, assault, etc.)
Responders don't get sent for routine appointments or standard mental health support, only when urgent, in-person safety assistance is needed.
Frequently asked questions.
What's the difference between a Counsellor and Psychologist?
-
Counsellors are trained to help you work through specific life challenges (grief, work stress, relationships) through structured conversations.
-
Psychologists deliver evidence-based therapy, and use psychological testing to understand complex presentations.
You don't need to know which one you need. Your Care Specialist or Nurse will assess your situation and refer you to the right person.
How do I get an appointment?
Start by reaching out to Sonder through the app. A Nurse will assess your needs and arrange an appointment if appropriate. You'll typically have that initial conversation first so they understand what support you need.
Can I choose between a counsellor and a psychologist?
You can discuss your preference with the Care Specialist or Nurse. They'll let you know who's available and most appropriate for what you're facing. If you have a strong preference, let them know.
Can I request a follow-up with the same therapist?
Yes. If you've been working with someone and want to continue with them, let your Care Specialist or Nurse know. We'll do our best to arrange that, though availability may vary.
Will a responder come to my home?
Responders may be deployed to your location if there's a safety concern that requires in-person support. This is only done with your consent and understanding, unless there's imminent risk to your safety or someone else's.