How Sonder's holistic triage works
When you contact Sonder, our Care Specialists don't just ask what's wrong, they understand your whole situation. This article explains how we assess your needs and connect you with the right support, whether that's self-help resources, talking to a clinician or something else.
What is holistic triage?
Holistic triage means we look at all aspects of your wellbeing, not just one problem. We consider your physical health, mental health, social situation, and cultural context. This helps us understand what you really need and provide support that works for you.
This approach is inspired by Te Whare Tapa Wha, a Māori model of wellbeing that recognises health as multifaceted.
How it works:
We don't just book you into slots. We take time to understand what's actually happening, so we can connect you with what you actually need, when you need it. That might be immediate clinical support, or it might be pointing you towards a resource that fits better.
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You contact Sonder: You reach out through the Sonder app via chat or call. A Care Specialist responds within 30 seconds.
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The Care Specialist listens: Your Care Specialist is trained in psychological first aid. They take time to understand what's going on, ask questions to get the full picture, and listen without judgment. This chat is 100% confidential.
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We work out what you need: Based on what you've told us, we determine what type of support would help. This might be:
> Self-help resources: If your concerns don't significantly affect your daily life, we may suggest self-help resources or publicly available services you can access on your own.
> Support from your employer or organisation: We'll connect you with benefits, counselling, or other support your employer or education provider offers.
> A clinical assessment: If we think you need clinical support, a Triage Nurse steps in to assess the urgency of your situation. They use an evidence-based system to assign a priority level, from low risk to urgent, based on the severity and complexity of what you're dealing with.
4. Ongoing support: After your initial contact, we stay with you. If your situation was moderately severe or higher, we'll follow up within 24 hours to check in, answer new questions, or adjust your support if needed. This follow up is triggered by one of Sonder's Registered Nurses depending on the situation, and they will gain your consent prior to the follow up.
Frequently asked questions.
How long does it take to get connected to a Care Specialist?
You are connected within 30 seconds, at anytime of the day or night. The Care Specialist takes the time needed to understand your situation, but they're focused on getting you the right support efficiently.
What if I don't want a clinical assessment?
That's fine. If you prefer self-help resources or support from your employer instead, we can point you toward those options. The triage helps us suggest what might work best, but you have a choice in how you move forward.
What if I need follow-up support?
We continue to accompany the member throughout their health journey, helping them navigate their wellbeing needs. 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 if my situation changes after my initial triage?
Reach out to Sonder again. Each contact is an opportunity for us to reassess and adjust your support. You're not limited to one conversation.