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Mental Health Support Dashboard

Metrics

  • Mental health support cases: The number of unique members who have opened a support case.

  • 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.

  • Psychosocial cases: The count of mental health cases tagged as related to psychosocial hazards.

  • 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

  • Channels used for support: The channel members used to access support

  • Case priority distribution: The breakdown of mental health cases by priority bands

  • 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:

  • inform targeted wellbeing communications

  • guide the design of wellbeing initiatives

  • 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.