Research partnership between University of Adelaide and Sonder delivers breakthrough insights to strengthen youth mental health services

A 3.5-year research partnership between The University of Adelaide and leading South Australian health and community services provider Sonder has delivered new, practical solutions to one of the most pressing challenges facing not-for-profit organisations across Australia and internationally: how to manage surging demand for mental health services.

The collaborative research, conducted through an industry-based PhD jointly funded by both organisations, has culminated in the successful completion of a Doctor of Philosophy by researcher Dr Sam Lai, who was embedded within Sonder throughout the project.

A partnership formed to address a critical challenge

Even before the COVID-19 pandemic, the youth mental health system was under extreme pressure. As the pandemic unfolded, it escalated the social, emotional and economic challenges facing on young people and families. Services across Australia experienced unprecedented demand at a time when workforce shortages, limited resources and major sector reforms were already stretching capacity.

Recognising the need for new ways of thinking and operating, Sonder and The University of Adelaide forged a partnership bridging academic research and industry practice. Together, they sought to develop innovative, human-centred and scalable approaches to help frontline services – such as Sonder’s headspace Edinburgh North centre – better respond to escalating need.

Design thinking at the centre of reimagining service responses

Using a design thinking methodology, the research brought together young people, service providers and system actors to collaboratively map the drivers of demand and co-design solutions. This approach surfaced what the research team describes as “making the invisible visible” – revealing the multitude of interconnected factors that shape demand and capacity across the youth mental health ecosystem.

The research found that:

• Demand management challenges are significantly more complex than what is immediately visible, requiring organisations to broaden their definitions and understanding of the issue.
• Traditional strategies often fall short because they fail to include all stakeholders impacted by the problem, leading to incomplete problem definitions and solutions that do not meet real-world needs.
• A new multi-level framework was developed, spanning operational, service, organisational and system levels. This framework outlines clear workstreams and solutions that can operate concurrently to create compounding, sustainable impact.
• Sonder rapidly implemented these solutions at its headspace Edinburgh North centre, where they have already strengthened responsiveness and created a blueprint for managing future demand surges.
• Exposure to intensive design thinking practices leaves a lasting legacy, cultivating resilience, creativity and a “We can” mindset among teams—even long after facilitators have stepped away.

Importantly, the research was intentionally framed through a management lens led by the Adelaide Business School, recognising that while not-for-profit organisations work for community benefit, they must also operate within the realities of business and constrained resources. This lens ensured the solutions were compassionate, sustainable and scalable within nonprofit environments.

Quotes

Dr Tracey Dodd, Adelaide Business School, The University of Adelaide
“This partnership shows what is possible when research and industry come together with a shared purpose. By embedding a researcher within Sonder, we were able to translate rigorous design-led methods into practical actions that frontline services can use immediately. The outcome is not just a PhD—it is a set of tools, insights and frameworks that will continue to strengthen the way youth mental health services respond to community need.”

 Sageran Naidoo, CEO, Sonder
“We are incredibly proud of Sam’s achievement and grateful for the strong partnership with The University of Adelaide. This research has already had a tangible impact across our services. It has helped us rethink how we manage demand, empowered our teams with new ways of working and created a framework we can rely on during increased times of need. Ultimately, the beneficiaries are the young people and families who rely on timely, person-centred support.”

A lasting impact for South Australia and beyond

The insights and frameworks developed through this partnership will continue to guide Sonder’s approach to demand management and have the potential to inform youth mental health services across Australia.

The successful completion of Dr Lai’s PhD demonstrates the value of industry-embedded research in solving real-world problems, strengthening organisational capability, and improving outcomes for the community.

About the Adelaide Business School

The University of Adelaide has a proud history of delivering world-class courses in business as the first institution in Australia to offer business education in 1902. With an enviable network of teaching staff and alumni, the Adelaide Business School provides a range of cutting-edge coursework and research options for those who want to make a real impact in the world of business. The programs provide flexible study options and produce business leaders across a range of disciplines, including Accounting, Finance and Banking, Marketing, Management, and Entrepreneurship.

About Sonder

Sonder is a not-for-profit health and community services organisation supporting people across South Australia since 1993. Sonder delivers a wide range of mental health, Aboriginal health, alcohol and/or other drugs, homelessness, employment, and community health services. Additionally, Sonder is the lead agency for headspace Adelaide, Edinburgh North and Onkaparinga. The headspace Centres act as a one-stop-shop for young people who need help with mental health, physical health, alcohol and other drugs or work and study support.

With a focus on person-centred, compassionate and evidence-based care, Sonder works alongside individuals, families and communities to support better health and wellbeing outcomes.