Empowering everyday heroes
How our care platform builds resilience and wellbeing
Empowering frontline teams with resources
Sonder offers frontline workers proactive advice and practical tools within the app, from de-escalation tactics to healthy recipes. These resources help teams stay well, prepared and confident.
Proactive protection with discreet safety check-ins
Sonder’s safety features helps prevent incidents of customer aggression by offering discreet safety check-ins. This proactive tool gives workers peace of mind, with 24/7 support if they need it.
On-the-ground responders ready for action
Sonder’s network of highly trained responders is on standby, offering in-person support when critical incidents occur. With backgrounds in emergency services, medical fields, and military, responders deliver psychological first aid and critical support when it’s needed most.
Post-incident support: continued care
Sonder ensures ongoing care after an incident, offering medical and mental health support through the app. Workers receive personalised follow-ups, ensuring they have the support they need to recover.
Real-time data for smarter decision making
Sonder provides businesses with real-time data to track workforce safety and wellbeing. This enables leaders to identify trends, predict risks, and take action to prevent aggressive incidents, ensuring a safer environment for all.
"We had an incident overnight with an aggressive customer. Sonder was used at about 1am this morning. After helping our employee call the police, the support staff performed hourly check-ins. Our employee described his Sonder experience as being very good and they were very appreciative of the support."
Sonder customer
Customer aggression on the rise
Sonder research found that 29% of workers who experienced customer aggression didn’t receive any support from their employer, and only 24% of respondents were given the opportunity to talk through the incident. Suggesting that some businesses are struggling to cope with this rise in hostility.
Perhaps unsurprisingly, survey respondents in customer-facing roles were more likely to take unplanned days off than those in non-customer facing roles. This indicates the toll customer hostility takes on the individual, and the ripple effect on businesses which can include, absenteeism, psychosocial risk and turnover.
%
of employees in customer-facing roles experience customer aggression every week, or more
%
of employees in customer-facing roles experience customer aggression as part of their job
%
of users rate Sonder safety notices as helpful
Resources
See how proactive support can help your team
Blog
16 October 2024
Caring for the carers: How Sonder supports frontline medical workers
Blog
16 April 2024
How Sonder provides support to frontline workers facing customer hostility
Blog
17 September 2024
Five expert tips for fostering safe, healthy workplaces that mitigate psychosocial risks
Protect your frontline
Our open-source intelligence technology and human-led analysis anticipate potential risks, notifying members of safety incidents before they escalate:
- General safety notices: Broad alerts provide guidance on public safety concerns in affected areas
- ‘Response required’ safety notices: Urgent messages to members in immediate danger, prompting them to confirm safety. If no response is received, escalation protocols ensure every member is accounted for.
When a critical incident occurs, the Sonder team will assess, support, and manage those who are affected in order to ensure that they will receive the right type of care. Sonder’s dedicated Incident Manager will ensure that the response is appropriately resourced and aligned with our clinical governance. This may include in-person or digital support options within the Sonder app.
If in-person support is deemed appropriate following a critical incident, a Sonder Responder will attend the site to provide immediate psychological first aid, as well as identify others affected by the incident and explain to them how they can receive individual support.
Following the critical incident, the Sonder Responder will then work with the Incident Manager to identify and enrol those impacted by the event into a ‘Critical Incident Workflow’, which is a 5-week in-app nurture stream of messages to reinforce the support available to them that was developed in line with clinical best practice for early response to psychological trauma.
‘Track my Journey’ is a real-time safety scanning feature that allows you and your people to share your location to the Sonder team so they can keep an eye on you when you’re travelling from A to B. The real-time scanning is performed by real people and is completely confidential. To use ‘Track my Journey’:
- Make sure location services are turned on for the app – This ensures accurate monitoring.
- Tap the ‘Safety’ tab at the bottom of the home screen.
- Tap ‘Track my Journey’
- Enter your destination and select your mode of travel (walking, cycling or driving).
- Continue your trip; the Sonder team will be monitoring you.
- If you go behind schedule or off track, the Sonder team will contact you through the app, by phone or by SMS.
- Once you reach your destination, the Sonder team will send you a message asking you to confirm you’re okay.
If you go off-track, face an unexpected delay, forget or are unable to check in, the Sonder team will do everything they can to ensure your safety. This may include sending assistance to your location if there is cause for concern.
Learn more about how ‘Track my Journey’ works on our YouTube channel.
‘Check on Me’ is a safety scanning feature within the app that you and your people can use to have a Sonder team member discreetly check-up on you whenever you’re in an uncertain situation or at a time that suits. To use ‘Check on Me’:
- Tap the ‘Safety’ tab at the bottom of the home screen.
- Tap ‘Check on me’
- Select the length of time you think you’ll need, or the time at which you want a Sonder team member to check on you.
- Add in any additional details about the person you’re meeting or where you’re going – this is optional.
- When the time is up, we will check in and ask you to confirm you’re okay. If you need more time, you can use the “snooze” button to extend the session.
Learn more about how ‘Check on Me’ works on our YouTube channel.
Minors with parental consent can access Sonder’s services. For mental health support, those aged 15 and over can connect with therapists, while younger members may receive guardian-supported guidance.
Ready to get started?