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Total Support Cases Dashboard

This dashboard is designed to give leaders a view of how members are engaging with Sonder's support service, covering how many members are accessing care from the Sonder Support Centre, what their case priority is and what's driving that demand.

Definitions

  • Unique members opening a support case: The number of individual members who opened at least one support case during the reporting period. Each member is counted once regardless of how many cases they opened.
  • Total support cases opened: The total number of support cases opened during the reporting period, including all cases regardless of type, priority or outcome.
  • High or urgent priority cases: The number of support cases assigned a High or Urgent priority during clinical triage, indicating cases that required a more immediate or escalated response.
  • Work related cases: The number of support cases identified as being related to work, as determined during the member's support case.
  • Work related %: The proportion of total support cases identified as work related, calculated as work related cases divided by total support cases opened.
  • Hours of immediate care: The total number of hours spent by Sonder's Care Specialists and Registered Nurses to provide real time support to members from within the Support Centre.
  • Cases opened outside of work hours %: The proportion of support cases opened outside standard business hours, calculated as cases opened outside work hours divided by total support cases opened.
  • Returning members accessing care: The number of members who accessed support who had also opened a support case in a previous reporting period, indicating repeat engagement with the service.
  • Cases referred to clinical pathways: The number of support cases referred into a clinical pathway, such as Mental Health Pathways, following triage.
  • Support cases by priority: Count of support cases grouped by the priority level assigned during clinical triage, Urgent, High, Medium or Low.
  • Support cases by channel: Count of support cases grouped by the channel through which the member accessed support, for example phone, app or web.
  • Support cases over time: The trend of support case volume across the reporting period, shown to help identify patterns or changes in demand over time.
  • Support cases by primary issues: Count of support cases grouped by the primary issue or reason for contact identified during the member's case.
  • Support cases referral pathways: Count of support cases grouped by the pathway they were referred to following triage, for example Sonder Support Centre, Mental Health Pathways, GP, Community Services, Emergency, Dentist or Sonder Injury Management.
  • Immediate care support case themes: The common themes or topics identified across immediate care support cases, grouped to highlight the most frequent reasons members are seeking support.

How to use this dashboard

The Total Support Cases dashboard is designed to give leaders a broad view of how members are engaging with Sonder's support service, covering who's accessing care, how quickly and urgently, and what's driving that demand. It brings together volume, priority, timing and channel metrics, so you can understand both the scale of support activity and the patterns behind it.

When reviewing the dashboard, focus on shifts between reporting periods rather than any single figure. Changes in unique members opening a case or total support cases opened can point to rising or falling demand, while high or urgent priority cases gives you a sense of acuity, a growing share here is worth understanding even if overall volume looks steady. Work related % and cases opened outside of work hours % help you see whether demand is being driven by workplace factors or reaching beyond the working day, both useful signals for where to focus prevention or awareness efforts. Returning members accessing care is worth watching too, since a rising trend can reflect either ongoing complexity in individual cases or growing trust and familiarity with the service, so it's best read alongside the themes and priority data rather than in isolation.

Support cases by priority, by channel, over time, by primary issues and referral pathways give you the detail behind the headline figures. Use these views to understand not just how much support is being accessed, but how, why and where it's being routed, for example whether a spike in cases is concentrated in a particular channel or issue type. Immediate care support case themes and cases referred to clinical pathways then help you connect that detail to outcomes, showing what members are most commonly presenting with and how many are being moved into more specialised care.

Organisations commonly use this page to:

  • track overall demand for support and how it's trending over time
  • understand the urgency and complexity of cases coming through
  • identify whether support needs are work related or occurring outside work hours
  • spot patterns in channel, issue type or theme worth exploring further
  • support governance and reporting conversations on member wellbeing and access to care

Frequently asked questions.

What's the difference between "unique members" and "total support cases"?Unique members counts individual people who opened at least one case. Total support cases counts every case opened. If one member opens three support cases, that's 1 unique member but 3 total cases. A higher total-to-unique ratio shows members are returning for additional support, which can indicate trust in the service or ongoing complexity.

How do I interpret "cases referred to clinical pathways"?
This shows how many cases were routed into specialist pathways (Mental Health, GP referral, Emergency, etc.) following triage. A high number suggests the triage process is effectively identifying cases needing specialist care.