Critical incident support: Immediate response for your workforce

Critical incidents, such as traumatic workplace events or the death of a team member, can have a lasting impact. Sonder’s model of care follows National Health and Medical Research Council and World Health Organisation recommendations, avoiding outdated methods like mandatory trauma counselling and debriefing. Instead, we focus on tailored, individual support and psychoeducation to foster recovery and resilience.

Sonder’s specialist team ensures a consistent and coordinated response to critical incidents. This may include in-app notifications and tailored content for affected members, ‘welfare checks’ to engage members in support pathways, or responsive in-person safety or trauma support where needed. Managers reporting incidents are kept informed (with a member’s consent), and a detailed report is provided after our support concludes.

Following a critical incident, our trained Responders can provide immediate psychological first aid (PFA) on site. Responders are qualified in PFA and contextualised critical incident training, ensuring they can quickly identify and support ‘at risk’ individuals, while adhering to our clinical governance standards.

Our therapists offer evidence-based psychoeducation sessions to managers following critical incidents. These sessions build understanding of mental health conditions, symptoms, and triggers, equipping leaders with tools to prevent relapse, manage crises and support recovery and resilience.