One platform, all the support

Frequently Asked Questions

• Can I have both my EAP and Sonder?

  Yes, you don’t have to replace your EAP to have Sonder in place. Many of our customers have continued with their existing EAP service while transitioning to Sonder as their complete employee care platform.

  For the most consistent and effective employee support experience however, we do recommend replacing your EAP with Sonder altogether but that doesn’t have to happen straight away or all at once.

  We will work with you to help ensure a smooth transition and clear communications with your workforce – as we have done with many of our customers to date. Talk to us today to explore your options.

• Can Sonder integrate with my existing services?

  Yes. This is a key difference between an EAP and an employee care platform like Sonder.

  Think of us like your single entry-point to all your employee support services – one app, one go-to for your people to remember and use anytime they need help. We’ve noticed that over time, companies have invested a lot of different policies, procedures and services for their people but they tend to suffer from a lack awareness, uptake and usage.

  This means your people can access important internal and external employee resources that are available to them beyond Sonder through the Sonder app.

  We are here to help you rise the tide of your entire company health, safety and wellbeing efforts – not just Sonder.

• Is Sonder an employee assistance program?

  Nope, we are so much more. Sonder is a complete employee care platform, which means we cater for a much wider range of workforce health, safety and wellbeing issues than a typical EAP service.

  Our medically accredited team and technology gives employees 24/7 access to mental health care, medical advice and personal safety assistance through an easy to use mobile app with no session caps or predetermined outcomes.

  Because of this, we have much higher utilisation rates than traditional (mental health only) services, and, as a result, the richness of the data we collect and share with customers about what’s really going on with their people is unparalleled.

  We are completely confidential, ACHS accredited and secure and have comprehensive privacy policy for our members and customers.

  We’d love to share more about how Sonder’s employee care platform might could help you and your organisation – book a demo here.

• How can Sonder help mitigate risk?

  Psychosocial risk management doesn’t have a one-size-fits-all solution, but Sonder offers trusted wellbeing services across ANZ and the UK that provide our customers with confidential, accredited and secure care. Here’s how our services work:

  Insightful Risk Mitigation: Sonder delivers valuable insights for risk mitigation through anonymised and aggregated reporting. This service seamlessly integrates into your existing well-being ecosystem, often serving as a central point of access for employees.

  Mobile App for Employee Well-Being: Our mobile app is designed to cultivate positive wellbeing behaviours, with some features focusing on harm prevention across for your workforce. It encourages proactive self-care and offers immediate access to safety, medical, and mental health support.

  Personalised Treatment Plans: Sonder’s uncapped, personalised treatment plans and clinical self-care resources are instrumental in minimising operational disruptions and aiding in the recovery process.

  Sonder provides a professional and informative approach to addressing psychosocial risk and fostering employee well-being.

• How Sonder drives activation and usage?

  1) The first is through our activation emails, which we send directly to your people, introducing our services and encouraging them to download and engage with the app. Over time, we’ve refined these messages to be as relevant as possible to the audience and it remains the biggest activation driving channel to this day. You can control the timing of when these emails are sent to your people to make sure the timing suits you best.

  2) Alongside the direct emails from Sonder, your people will become aware of and engage with Sonder through the wide range of material you have available in your Sonder communications toolkit.The online toolkit contains assets relevant to all phases of your Sonder partnership. From launch marketing material, through to ongoing engagement, product education pieces and timely monthly themed materials. And everything can be easily co-branded should you wish to do so.

• How does Sonder get higher engagement?

  Our world-class Customer Success team will direct you to the tools, resources and reporting you need to help you drive company-wide awareness, uptake and usage of Sonder.

  This process starts upfront where we understand your broader wellbeing strategy and business goals in advance of your Sonder launch date.We then provide you with the right mix of self-service tools and technical support to ensure you have what you need to successfully drive awareness and adoption of Sonder among your people.

  And beyond that, we provide you with regular reporting and check-ins to help you further embed Sonder into the culture of your organisation and ensure you’re getting the most out of your investment with us.

  Alongside these services, we also have an intelligence team, who are constantly scanning and filtering safety information and sending push notifications to your people to keep them informed of the world around them about relevant threats and disruptions like extreme weather, traffic jams or online scams.

  These notifications build familiarity and trust with Sonder as a service they can count on. We find that by nudging people proactively with helpful safety information, they are more likely to turn to us in times of personal ill health, because they think of us in those moments. And this might be for their more sensitive physical or mental wellbeing challenges that they open up about at a later date.

• What are the qualifications of the people who provide Sonder’s human support?

  The first person you and your people will make contact with – either through the call or chat function in the Sonder app – will be a Sonder Care Specialist.

  Part intake officer, part health coach, and part community service navigator, Care Specialists are there to support you and your people at any given moment. Importantly, they are there to guide people through a non-clinical triage in order to understand and unpack their reason for reaching out to Sonder.

  Care Specialists are qualified in Psychological First Aid and are trained to operate within Sonder’s Wellbeing Model. They’re exceptionally capable at understanding the safety, medical, and mental health needs of you and your people, and will provide guidance and recommendations for the next step of your wellbeing journey. This could be immediate tirage for safety and medical, mental health support, or resources to continue your wellbeing journey on your own terms.

  Sonder hires Care Specialists from a variety of backgrounds ranging from healthcare post-grads and 000 operators to health coaches and those with a strong foundation and experience in crisis management and/or personal support services.

  Learn more about the Sonder Triage Process on our YouTube channel.