Mental Health Support Dashboard
This dashboard provides visibility into how members are accessing mental health support through Sonder, including demand volume, priority distribution and psychosocial themes.
Definitions
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Mental health support cases: The number of unique members who have opened a support case.
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High priority or urgent cases: The count of mental health cases triaged at a “High” priority level within the selected timeframe. Priority is a triage indicator and should not be interpreted as diagnosis.
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Psychosocial cases: The count of mental health cases tagged as related to psychosocial hazards.
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Total mental health cases: Mental health case volume over time. Increased cases may reflect increased pressure, but can also reflect improved trust and help-seeking behaviour. Trend direction over multiple periods is more meaningful than a single spike
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Channels used for support: The channel members used to access support
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Case priority distribution: The breakdown of mental health cases by priority bands
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Case themes: The distribution of mental health cases by their presenting theme. It shows what issues members are seeking help for.
How to use this dashboard.
The Mental Health Support dashboard provides insight into how members are accessing mental health support through Sonder.
One helpful comparison is the number of unique members seeking support compared with the total number of cases. In many organisations, the total number of cases may be higher than the number of members seeking support. This can indicate that members have returned to the Support Centre for additional support after their initial experience.
Trend data can also help identify patterns over time. Changes in case volume may align with seasonal pressures, organisational events or external factors affecting the workforce.
Case themes provide another layer of insight. By reviewing the themes most commonly associated with support cases, organisations can better understand the types of challenges employees may be experiencing.
These insights are often used to:
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inform targeted wellbeing communications
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guide the design of wellbeing initiatives
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highlight areas where employees may benefit from additional support resources
Higher case volumes should not automatically be interpreted as negative. In many cases they reflect increased awareness of support services and greater willingness to seek help.
Frequently asked questions.
What's the difference between "mental health support cases" and "unique members"?
"Unique members" is the count of individual members who sought support. "Total cases" is the count of all support instances. If one member accesses support twice, that's 1 unique member but 2 total cases. A higher total-to-unique ratio shows members are returning for additional support, which indicates engagement and trust in the service.
What are "psychosocial cases"?
Mental health cases where the presenting issue is connected to workplace factors. Psychosocial cases help identify whether mental health demand is workplace-driven and where workplace interventions may help.
What does "case themes" tell me?
Case themes show what members are seeking help for (anxiety, depression, stress, sleep, relationships, etc.). Themes help you understand your workforce's wellbeing priorities. A spike in "work stress" themes might warrant targeted stress management communications. A high volume of "relationship" themes might suggest promoting couple's therapy or relationship content.
How do I use this dashboard to guide wellbeing initiatives?
Use case themes to identify priorities. If anxiety is the top theme, develop anxiety-focused content and communications. If psychosocial cases are high, invest in workplace culture or management training. If crisis cases spike, review your crisis protocols. Always pair dashboard insights with workforce feedback and internal data.