The most reassuring thing about Sonder is that when you reach out for help, you're immediately connected to a real person, not a chatbot. Here, we detail how the team works and what qualifies them to bring you world class support at any time of the day or night. 

Response coordinators

This is the first team you'll speak to through the Sonder app and over the phone.
The team come from a variety of professional and cultural backgrounds including 000 operators, police communicators, security, healthcare and customer service. No matter what issue you have or what background you come from, our team are equipped to help you. We offer multilingual support and our team is trained in Mental Health First Aid.

TeleTriage nurses

Our TeleTriage nurses at Sonder have experience in some of the busiest hospital emergency departments, as well as experience in various other healthcare areas including mental health, intensive care and TeleHealth.

Their job is to find you the most appropriate care for your situation. This could include calling you an ambulance, making you an appointment at a General Practitioner's (GP) office, or even giving you some self-care advice to look after yourself if your symptoms are mild. They understand that it is sometimes difficult to navigate the healthcare system, and are happy to help you through your entire healthcare journey.

Support team managers

Our support centre team are led by experienced managers with proven ability to make calls in tough situations. They are mostly from policing, defence and emergency services backgrounds, and undergo a rigorous selection process. 

They have the final say in any support decision making, such as whether to send a member of the in-person support team to a member.

In-person support team

In metro areas, we have a team of people on hand ready and available to provide you help and support in-person. They can be with you for hospital visits (routine & emergency); reporting crime at a police station; if your safety is compromised by a stranger; for times when you would like a support person present such as a disciplinary meeting; when you'd prefer to talk to someone face-to-face, for example in a sensitive situation; if you don't feel safe due to environmental factors, such as isolation, poor lighting/amenities, or unfamiliarity with the area or if you are lost.

Now you know who's on the other end of the line if you need help. We're here for you 24/7 and if English isn't your first language, did you know that you can chat with us in any language?

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