Establishing a Coordinated Local Family Assistance Program for Airports (2017)

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62 S e c t i o n 7 “I believe we should have been held in one place so that our families would be able to find us. Airport employees or ambassadors clearly marked with vests or signs could stand at each entry of the terminal to direct loved ones to their family member. Someone outside would be helpful as people drive by looking for where to go. Valet parking so they could just jump out of their cars.” – Survivor of an aviation disaster Activation: When to Activate the Airport Family Assistance Program Initial Notification of an Aviation Disaster Notification of an aviation disaster typically comes via the tower to the airport operations center, airport EOC, or both. Research from this project indicated that many airports use a form of automated notifi- cation system to advise key stakeholders of aviation disasters. While this may not be possible for smaller airports, providing initial aviation disaster information via an automated system ensures that all stake- holders receive the same message at the same time. However, airports should keep in mind that electronic systems may fail, and they should have a backup plan for making notifications if the system is affected by events at the airport. Aviation Disaster Location and Origin/Destination/ Connection Airports Following an aviation disaster resulting in injuries or fatalities, the ori- gin and destination airports should activate their family assistance pro- grams immediately. Whether or not the event would be classified as a legislated air disaster and require an air carrier response, an airport should be ready to provide support to affected individuals. If the aviation disaster location is on airport property or within 25 to 50 miles of the origin or destination airport, it is highly likely families and friends will go to the airport seeking informa- tion about their loved ones. If the aviation disaster occurs near the time of takeoff or landing, families and friends may already be on-site from dropping off or picking up passengers, and airports would experience an immediate surge of individuals inquiring about the event. Connecting airports may also consider activating programs for flights involved in an aviation disaster since loved ones may go there to seek information. If the aviation disaster occurs near an airport that is not the destination or origination, the closest airport to the disaster may need to activate its family assistance program. Airport Operations and Logistics General Aviation Airport Note A process for notifying airport personnel must be in place. Document both a pri- mary and alternate process for notify- ing responders in the family assistance program. If the airport is relying on volunteers and outside agencies, the notification process must be tested often to ensure that the contact information is up to date. Contact information should include both daytime and off-hours numbers for 24-hour activation.

operations and Logistics 63 leadership should determine the likelihood that families and friends will travel to the airport seeking information and be prepared to receive them if they arrive. Airports should be prepared to activate the family assistance pro- gram at the request of the affected air carrier even if the airport is not an origin, destination, or connection airport of the affected flight. This may be the case if the air carrier anticipates a large number of families and friends transiting through the airport to travel to the disaster location. Responsibility for Program Activation The family assistance program should designate who has the authority to activate the program and their alternate, should they be unavailable. The decision to activate the family assistance program should be coordinated with the airport operations center/airport EOC. Responsibil- ity for program activation varies by airport, but some of the roles that may be tasked with this responsibility are: • Airport EOC manager, • Department operations center manager, • Director of public safety, • Airport authority board members, • Airport chief executive officer, • Airport chief operations officer, • Airport executive director, • Airport emergency manager, • On-scene incident commander (IC), and • Airport commander. Who Needs to Be Notified Once it is determined that the program is being activated, appropriate airport personnel should be notified in order to coordinate logistics and setup of the PGA, FRC, reunification location, and any other sites that may need to become operational. It is in the airport’s best interest to notify the affected air carrier and any other stakeholders that would need to report to the airport to support family assistance operations. This way, family assistance efforts can be coordinated, and any potential duplication of services can be avoided. The list that follows includes potential internal and external stakeholders that may be notified when the airport’s family assistance program is activated: • Airport operations, • Airport finance, • Airport logistics, • Airport maintenance, • Airport clergy, • Affected air carrier or aircraft operator, • ARC, • TSA, • CBP, • The Salvation Army, • NTSB TDA Division, General Aviation Airport Note It is highly unlikely that all of these airports’ programs would need to be activated in a general aviation event. The airport closest to the accident site is likely to be the center of the family assistance activity. General Aviation Airport Note This list will need to be modified depend- ing on the airport’s facilities, responders, and roles.

64 establishing a coordinated Local Family Assistance Program for Airports • Airport family assistance response team (if applicable), • Airport and other local public information officers (PIOs), • Local animal care and humane societies, • Area behavioral health or county health department, and • USOs, if they have a facility in the airport. Air Carriers The airport operations department should notify the affected air carrier’s operations office as soon as the tower makes it aware that the disaster has occurred. It is possible the air carrier may already be aware of the event, but airport operations should confirm this information directly with the carrier. If it is already known at the time of the initial notification that the family assis- tance program is being activated, this information should also be provided to the air carrier. If this is not yet known, as soon as the decision is made, the air carrier should be made aware of program activation. This is especially important in legislated aviation disasters since the air car- riers may be required to provide further family assistance services supporting their plans. Once the affected air carrier has been notified, all remaining air carriers serving the airport should be notified of the event. Many carriers are a part of an alliance or have mutual aid agree- ments to provide additional staffing and support following an aviation disaster. All air carriers should be made aware that the family assistance program is being activated and where to direct families and friends who arrive at the airport seeking information. Airport Tenants, Ground Handlers, and Concessionaires Following activation of the family assistance program, the airport should notify all tenants about the event and let them know about the possibility of families and friends using their services while they wait for information about their loved ones. All airport tenants should be provided with the airport EOC telephone number or another method of contacting the airport in the event they have questions regarding the services being provided to families and friends affected by the accident. This will help to ensure that a coordinated message is being provided by all airport entities. Airports should also notify all ground handling service providers and concessionaires of the aviation disaster. There may be instances where the affected air carrier has contracted with a ground handing agent for customer service functions, and the agent needs to be notified quickly so it may serve its assigned role for the air carrier. Airports may also want to ask concessionaires to remain open longer than established business hours since there may be an influx of families and friends. In addition, concessionaires should brief their employees to inform them about the aviation disaster and that they may encounter families and friends seeking information. All concessionaire employees should be informed to direct families and friends to the appropriate airport or air carrier personnel who can escort them to the FRC. Airport Employees Airports should take steps to make sure all airport employees are aware of the disaster; the activation of the airport’s family assistance program; the potential for them to have interactions with survivors, families, and friends looking for information; and where they may go to get assistance. Airport employees should be informed of the location of the PGA, FRC, and reuni- fication location and who will serve as the point of contact for escorting families and friends to the correct location. If the aviation disaster is a legislated accident, airport employees should be informed of the FAC location and when it will become operational.

operations and Logistics 65 American Red Cross, Mutual Aid Partners, and Nongovernmental Organizations If they have not already been notified, support partners such as the ARC, mutual aid partners, and NGOs should be made aware of the aviation disaster and that the airport is activating its family assistance program. These partners can bring to bear significant resources that sup- port airport family assistance operations, and they may have a required role in legislated aviation disasters. In a legislated aviation disaster, the ARC is tasked by the NTSB with performing certain duties such as behavioral health support and coordinating spiritual care to affected survi- vors, families, and friends. However, it is likely that the local ARC chapter will be willing to perform these duties in a non-legislated disaster if requested by the airport. During the plan development process, airports should coordinate with the ARC for assistance with any avia- tion disaster affecting the airport and, if necessary, a memorandum of understanding can be signed. Other organizations such as mutual aid partners and NGOs can provide vital resources to support the airport’s family assistance operations. These partners should be notified as soon as possible after program activation to provide them ample time to ready their services and provide them to the airport. These types of partners can assist with obtaining items needed to support personal hygiene and comfort for families and friends coming to the FRC. They can also be tasked with donations management or serve as greeters in the airport lobby to help direct people to the FRC and reunification location. Victim Accounting One of the most important tasks following an aviation disaster is tracking uninjured survi- vors, survivors with non–life threatening injuries, and survivors who have been transported to area hospitals. Conducting accurate and thorough victim accounting shortens the time it takes to reunite survivors with their families and friends. It is imperative that the airport, air carrier, and hospitals collaborate on the exchange of victim information (while respecting appropriate HIPAA requirements) so family members and friends may be updated with the latest information as soon as possible. Support and coordination for victim accounting should fall under the airport EOC for the following reasons: • The airport EOC can use one person or group to coordinate between the PGA and area hospitals to track those affected; • A single method of triage should be established, especially in situations where a multi-jurisdictional response may take place; • This practice has already been established through the Federal Emer- gency Management Agency’s Emergency Support Function #8 – Public Health and Medical Services Annex;7 and • Collaboration between the airport EOC and the affected air carrier is critical for victim accounting since each stakeholder possesses infor- mation the other may need. To support the victim accounting process, several airports have established relationships with public health departments or local hos- pitals and hospital consortia. These organizations are represented in the General Aviation Airport Note Ensure that the plan contains the local ARC’s 24-hour number. Ensure that the local ARC has participated in the plan’s preparation, review, and exercises. General Aviation Airport Note Document how to obtain the names of hospitals used and how many victims have been taken to each hospital. The names of the victims at each hospital would be helpful. If a representative is available, send one to the hospital to gather information and to act as a liai- son to victims until their families arrive.

66 establishing a coordinated Local Family Assistance Program for Airports airport EOC by phone or in person to help verify the number of patients transported to specific hospitals and, where possible, to confirm their names. In legislated aviation disasters, both the ARC and the affected air carrier are tasked with send- ing liaisons to hospitals. These individuals can also play a key role in victim accounting and should coordinate closely with their respective representatives in the airport’s EOC. Passenger and Crew Manifest: Access, Control, and Use of Information Air carriers are required by the FAA to create and maintain a list of ticketed passengers on board all revenue flights. These lists are referred to as manifests, and they include passengers’ names and travel information; they are not required to include lap children (2 years of age and under). Following an aviation disaster, it is crucial for the air carrier to reconcile the manifest to account for all individuals on board, keeping in mind that lap children may not be included in this count. During a response, ARFF or firefighters will request the number of possible victims, informa- tion about live cargo, and a list of any hazardous materials on board the aircraft since this infor- mation will determine the assets needed for the response effort and the number of individuals who need to be accounted for. Affected air carriers do not have a legal or regulatory requirement to provide their manifest (name list) to the airport. Per aviation disaster family assistance law, the air carrier is only required to provide this information to the NTSB on request. Non-legislated aircraft operators have no requirement to provide the name list to any organization. Since the manifest is protected information in a legislated aviation disaster, all requests concerning mani- fest information should be directed to the NTSB Response Operations Center at 202-314-6290. Triage There are various methods for conducting triage response following an aviation disaster. The majority of the airports interviewed noted that their communities use the simple triage and rapid treatment (START) method. This allows for the rapid assessment of injured persons; tags can be used to track survivors transported to local acute care centers. In a multi-jurisdictional response, it is possible that the jurisdictions will use different triage systems. In one recent aviation disaster response, three jurisdictions responded to the aviation disaster site, and no one knew which jurisdiction’s triage system was to be used, adding confu- sion to an already chaotic situation. In the case of multi-jurisdictional response where different triage systems are used, UC should coordinate the triage and tracking of victims to ensure that a single system is used. UC should designate an entity to coordinate victim tracking and to share this information with personnel in the EOC, FRC, and reunification location. Airports can partner with responding agencies in advance to determine whether different triage systems are used and ensure that this is addressed in responding agencies’ plans and procedures. This will minimize confusion at the time of the disaster and help improve accuracy in the victim accounting process. Coordination with EMS Airports should maintain a line of communication between the EOC, EMS, and area hospitals in order to maintain situational awareness of where injured survivors are being transported and the status of any passengers whose injuries are being treated on the scene. This will also assist with directing the ARC and other liaisons on where to go to support those injured.

operations and Logistics 67 Coordination with Hospitals Research for this project highlighted that many airports had coordinated planning and pre- paredness efforts with local hospitals, including involving them in airport drills and exercises. Airports should emphasize to each hospital the importance of sharing patient information with airport EOC, as well as the importance of applying the appropriate safeguards to any HIPAA information. As EMS transports survivors to local area hospitals, the number of survivors sent to each hospital should be forwarded to the airport’s EOC and shared with the affected air carrier, the ARC, and other key stakeholders. The importance of the relationship with hospitals cannot be stressed enough. Family members will want to go the hospital where their loved ones were transported. Providing this information quickly and accurately to the airport EOC ensures that the appropriate individuals receive the information so that it can be shared with waiting family members at the FRC and that appropri- ate transportation and reunification arrangements may be made. This is critical to the airport response, and exercises should be conducted on a regular basis. Coordination with the Temporary Morgue Airports should pre-identify locations for a temporary morgue facility. Consult with the local EMA and the local coroner/medical examiner for information regarding the size and require- ments for the establishment of a temporary morgue on airport property. Coordination with the Local Emergency Management Agency Airports may also want to coordinate with the local EMA since that agency can provide addi- tional assistance with patient tracking, especially if the local EOC is activated in response to the aviation disaster. Any accounting or tracking information should be shared with the air carrier and ARC personnel so that they may continue to track these individuals once the airport’s family assistance program is demobilized. Security Badging for Supporting Air Carrier Personnel Airport Access: Non-Sterile Areas If airport access is restricted after an aviation disaster, this can prevent the air carrier, ARC, and support personnel from being able to respond and assist families and passengers. To address this challenge, determine needs in advance: • Which areas might be restricted (e.g., parking lots, roadways, terminal entrances)? • What credentials will be necessary for emergency airport access? • Can known responders (e.g., ARC) be issued credentials in advance? • Can access for airline staff be arranged by using a list of authorized names or badge numbers? • Who will the air carrier and other responders notify if they are denied entry? • What credentialing arrangements will be made for service providers responding on behalf of the air carrier or aircraft operator? Parking may also be restricted. Consider off-site parking alternatives, supported by shuttle buses that are given security clearance. Both credentialing and transportation access should be

68 establishing a coordinated Local Family Assistance Program for Airports addressed in the airport’s family assistance program and communicated in advance. Remember that assistance and security may be needed from parking areas to the airport/FRC/FAC and back again. Airport Access: Sterile Areas Local airline staff will already have credentials; however, air carrier employees from headquar- ters and other airports may not have appropriate airport credentials. In addition, ARC, service providers, clergy, and others may need to clear security and access sterile areas in order to assist families, friends, and uninjured passengers. If the FRC, PGA, or reunification facility is in a sterile area, non-badged responders will require gate passes or other credentials in order to clear security. Determine this process in advance and identify a protocol for responding organizations to contact the airport for assistance if needed. Nonlocal airline staff (for instance, headquarters go-teams) may require a local security identi- fication display area (SIDA) badge to access sterile areas. If they already have a SIDA badge for another location, airports can establish a protocol to contact the issuing airport for data, to take fingerprints, and to issue a local badge. The TSA’s Role If the FRC or reunification facility is in a sterile area of the airport, relatives and friends will need to clear security to access the area. TSA screening checkpoint standard operating procedures (as of January 2011) specify the following process: • The affected air carrier or aircraft operator will issue gate passes to those who require access to the FRC or reunification facility. • Along with the gate pass, these individuals must present an acceptable form of ID. • When TSA screening personnel are made aware of the presence of these individuals, they should work to expedite the screening process, to include screening them ahead of other individuals or directing these individuals to a designated lane (National Transportation Safety Board, 2011). Airports, air carriers, and the federal security director should meet as part of the planning process to understand each other’s responsibilities and ensure that the screening process is clear. Additionally, they should coordinate and plan for how to address potential screening challenges for families, such as for: • Relatives and friends who do not have an acceptable form of identification; • Relatives and friends carrying prohibited items and how to ensure that there is a process to reclaim these items when they leave the airport; • Relatives and friends whose names may appear on the no-fly list; and • Identifying cleared families and friends as already being approved prior to going through screening (e.g., providing them with a colored wristband or lanyard). Family Assistance Facilities Passenger Gathering Area The PGA is the location where uninjured survivors and walking wounded (those with minor injuries not being transported to the hospital) are accommodated until they are reunited with waiting families and friends, return home, or continue on their journeys.

operations and Logistics 69 This project’s research with airports and air carriers found the following considerations for the PGA: • The PGA needs to provide protection from the public and the media; therefore, it should be located in a private area or protected by security that is able to control entry and remove persons as needed; • The PGA should be ADA-compliant and have access to restroom facilities; • The PGA should allow survivors the ability to exit the airport privately after reuniting with loved ones; and • Depending on the location of the PGA, there should be access to buses or vans to transport survivors to the reunification location or to return to the terminal to continue their journeys. When determining the location for the PGA, airports should ensure that the site is able to accommodate the number of passengers of the largest aircraft serving the airport. This may be a hangar or other maintenance facility or, for smaller airports, a lounge or meeting room. Airports should ensure that the location can be quickly secured and has adequate heating/cooling equip- ment to provide comfort to survivors. If the PGA is located within the airport’s sterile area, all stakeholders and support personnel should have the appropriate credentials to access the loca- tions. Airports should collaborate on the operation of the PGA and any reunification efforts with the affected air carrier if personnel are on-site. This will assist in the transition to the FAC and will also assist with expediting the travel arrangements of survivors. Intake and Documentation ARFF/firefighting, EMS, and law enforcement personnel conducting the initial response may assist with moving survivors from the aviation disaster site to the PGA. Once there, personal and injury information should be recorded for each of the survivors. If ARFF/firefighting, EMS, and law enforcement personnel are unable to capture the necessary information, others who can assist with the information collection process are airport team members trained in family assistance, air carrier personnel, or ARC volunteers. There is no single form being uniformly used across airports to collect survivor information in a PGA. Airports interviewed for this project noted that a general practice is to use a form pro- vided by the air carrier. One airport noted that it has developed an electronic form that is loaded to electronic tablets; airport representatives use these tools to collect survivor information and share it electronically. Appendix 3 of this guidebook discusses a sample document (provided online) that airports can customize to collect basic information for initial intake purposes. As information is gathered, the forms (either hard copy or electronic) should be shared with the airport EOC, the affected air carrier, and in some instances, the ARC. Passenger Gathering Area Briefings In the aftermath of an aviation disaster, information is crucial for survivors. By providing briefings in the PGA every 15 to 30 minutes (or on a similarly regular basis), the airport can fulfill this critical need. However, once the schedule for briefings is set, the airport should ensure that it is maintained, even if there is no new information to be shared. Survivors of an aviation disaster are likely to prefer that the briefings be led by someone they view as a neutral third party, such as an airport employee, ARFF/firefighting representative, law enforcement officer, or EMS representative, rather than a representative of the air carrier or operator. If the media are already on-site, it may help to have the airport PIO address the group to let it know what is currently being reported. The ARC may also be able to provide resources to support the PGA briefings if requested by the airport.

70 establishing a coordinated Local Family Assistance Program for Airports Briefings should be succinct and include information such as: • An explanation of how reunification with loved ones will take place, • Actions being taken on behalf of survivors, and • An explanation of available services such as spiritual care or behavioral health support. Some of this information can be preprinted on large posters to be placed in the PGA. This allows the passengers to see the next steps in the process and what to expect. Information can also be included in informational brochures; an example is discussed in Appendix 3 and pro- vided online. Access to Personal Belongings Survivors may want access to onboard luggage and personal belongings while in the PGA, especially to bags containing medication and legal documents such as driver’s licenses and pass- ports. Before carry-on items may be removed from the aircraft, the NTSB or agency in charge of the site will have to authorize their release. Requests for any medica- tions or other life safety needs should be immediately passed on to EMS personnel so that they may assist in obtaining replacements if it will be an extended period of time before baggage will be available. Once the aircraft or the aircraft cabin is released for access, the next consideration is the safety and viability of the items. Concerns such as whether the items are damaged or contaminated with blood-borne pathogens, jet fuel, or other contaminants should be considered before any personal belongings are released to survivors. ARFF/firefighting personnel may be able to assist with limited decontamination of items; however, it is possible that not all personal belongings will be able to be returned to their owners. Animals Aboard an Aircraft In addition to human survivors of an aviation disaster, there is the potential for animal sur- vivors because passengers may be traveling with pets and service animals in the cabin or in the cargo hold area. Not being able to be reunited with a missing pet from the flight may be as traumatic to the survivor as the aviation disaster itself. Airports should note that they may be required to address the needs of these pets and service animals as well as the needs of survivors in the PGA. Research from this project found a best practice of airports establishing relationships with key animal control stakeholders such as their local animal control or humane society to assist with addressing the needs of affected animals, including injuries that may have occurred during the aviation disaster. Providing Assistance Airports should be prepared to address the basic physiological needs of survivors while they are in the PGA. Airports should consider having the following items ready for deployment to the PGA: • Blankets; • Flip-flops, sandals, or other one-size footwear; • Hygiene kits; • Refreshments such as water, sodas, and snacks; • Infant formula; • Diapers; General Aviation Airport Note Personal belongings can be returned when the agency in charge of the crash site authorizes their release. Prior to returning them, ensure that they are safe and were not soaked in jet fuel, bodily fluids, or other potentially hazardous materials.

operations and Logistics 71 • Children’s toys (stuffed animals, paper and crayons, books, etc.); • Access to restroom facilities; • Access to phones to call loved ones; • Dry clothes such as socks, undergarments, sweatshirts, and pants; • Computer and Wi-Fi access, if possible. Friends and Relatives Center The FRC is a secure initial location where families and friends will go for information regarding the aviation disaster and the status of their loved ones. The FRC is a short-term gathering area used until an FAC is opened. Airports should understand how vital this location is to their family assistance programs and should work with their stakeholders, working groups, and affected air carriers to provide a coordinated and collaborative response. The FRC should be in a private area where families and friends are protected from the public and media but should also allow access to restrooms and other necessary facilities (including a designated smoking area, if possible). To provide for the security and privacy protection of the persons in the FRC, security personnel should be assigned to all access points. Opening the Friends and Relatives Center Upon notification of an aviation disaster and activation of the family assistance program, the airport EOC should authorize opening the FRC. Stakeholders operating in the FRC should include: • Airport personnel, • ARFF/firefighting, • Law enforcement, • A representative from the affected air carrier, if available, and • The ARC. Directing Families to the Friends and Relatives Center Families and friends traveling to the airport seeking information about their loved ones are likely to be confused and in shock. Airports should plan to pre-position personnel at the affected air carrier’s ticket counter, airport information booth, and baggage claim area to help guide or escort these persons to the FRC. However, airports should be aware that not all those representing themselves as friends and family members are actually persons affected by the aviation disaster. Members of the public and the media who are seeking information on the aviation disaster or desiring to get close to family members may attempt to get into the FRC. While airports may not be able to initially screen everyone entering the FRC, anyone iden- tified as member of the media or an unaffected member of the public should be immediately escorted out of the FRC. Screening, Intake, Documentation Forms. There is no single form being uniformly used across airports to collect information from families and friends. Based on airport inter- views for this project, a general practice is to use a form provided by the affected air carrier; however, not all air carriers will have forms or the per- sonnel to respond. General Aviation Airport Note Depending on the type of aircraft traf- fic at the airport, the size of the room may be adjusted to accommodate the largest aircraft normally using the air- field. Stakeholder roles will need to be altered to fit the airport’s response team makeup. General Aviation Airport Note If everyone in the friends and family reception center is from the same family, reunification can take place in the same room as the FRC. If multiple families are present, reunification should take place in a quiet area, away from the FRC. General Aviation Airport Note Simple forms should be developed to gather contact information from fam- ily members and surviving passengers. These forms should be shared with the lead of the responding agency. Sample forms in Appendix 3 can be used or adapted for GA airports.

72 establishing a coordinated Local Family Assistance Program for Airports Because multiple air carriers and general aviation clients may service an airport, one standard- ized form should be available for intake and documentation purposes in the FRC. This will help avoid confusion, avoid duplicate information requests of family members, and expedite the process, lessening the stress on the affected families and friends seeking information about their loved ones. A sample form has been created for this guidebook that can be formatted to fit individual airport needs (see Appendix 3). The information collected during the intake and documentation process at the FRC should be kept to a minimum; it is intended to support victim accounting, reunification, and communica- tion with the affected individuals. Once families and friends are transferred to the air carrier– operated FAC, additional information may be gathered to assist with the victim identification and fatality notification processes. Badging After individuals have completed an intake form at the FRC, they should be provided with badging to indicate that they have completed the documentation process. Badging may include: • A colored wristband or lanyard, • An identification badge, • An airport badge for airport employees, and • A visitor badge for service providers (e.g., the ARC). It is important to explain the purpose of the badging so that families and friends do not make assumptions about what might be signified by different colors of identification. Accessing and Relaying Information As information becomes available to the EOC about the aviation disaster response or poten- tial for survivor reunification with families and friends, it should be passed on to the FRC. If possible, a private room within or near the FRC should be obtained for the purpose of establish- ing an FRC “mini-UC” to facilitate exchange of information between the airport EOC and the FRC leadership. Any notification being made to family members/friends about the status of their particular loved ones should take place in a private location outside the FRC. This will avoid the potential for families and friends celebrating the survival of their loved ones being overheard by another family whose loved one may have perished. Friends and Relatives Center Briefings Informational briefings for families and friends should begin as soon as the FRC is operational and be provided every 15 to 30 minutes or on a similar regular basis. Once the schedule for brief- ings is set, they should take place even if there is no new information to be shared at that time. As people continue to arrive at the FRC, they will be anxious for updates. Additionally, frequent briefings demonstrate that there is a process in place to communicate updates and that the need for information is acknowledged and being addressed. FRC briefings may follow the suggested agenda discussed in Appen- dix 3. If the airport decides not to follow that agenda, it should ensure that the following information is provided, at a minimum, during the briefings: • Aviation disaster response activities; • Potential for survivors and fatalities; General Aviation Airport Note Badging may not be necessary in very small events. If your airport accommo- dates large or corporate aircraft, there may be a need to incorporate badging into the plan. General Aviation Airport Note In a general aviation event, the briefings will be more intimate than with a large air carrier accident, but they should be structured and formatted similarly to the larger-scale briefings.

operations and Logistics 73 • Explanation of how reunification with loved ones will take place; • Actions being taken on behalf of families and friends; • Explanation of available services, such as via clergy or behavioral health support; • Next steps; and • Transitioning to the FAC. Affected persons in the FRC are likely to prefer that the briefings be led by someone they view as a neutral third party, such as an airport employee or ARFF/firefighting, law enforcement, or EMS representatives, rather than a representative of the air carrier. However, air carrier person- nel should be available if questions are raised that only they would have the ability to answer. If the media are already on-site, it may help to have the airport PIO address the group to let them know what is currently being reported. The ARC may also be able to provide resources to sup- port the FRC briefings if requested by the airport. Providing Assistance While it is of the utmost importance to provide accurate information to families and friends through informational briefings, airports should also be prepared to address the physical, emo- tional, and social needs of the persons in the FRC while it is operational. Considerations should include those in the following subsections. Physical Needs. • The FRC should be ADA-compliant or provisions should be made to ensure accessibility for all families and friends. • Restrooms should be located within or near the FRC. • There should be access to items such as: – Snacks and beverages; – Personal hygiene items; – Tissue; – Phones; – Computers and Wi-Fi; – Chargers for mobile devices; – Chairs and tables; and – Blankets, pillows, and cots. Emotional/Social Needs. • Spiritual care. • Behavioral health support. Additional guidance on conducting briefings is provided in the briefing agendas discussed in Appendix 3. Crew Reception Area Consideration should be given to separating the flight and cabin crew from the survivors once everyone has been triaged, the PGA has been established, and crews have fulfilled their duty of care to passengers. Uninjured crew members should be escorted to a safe location where they can contact their families, contact and receive information from their employers and labor representatives, and be interviewed about the event by law enforce- ment or other investigative entities. They will also need to address requirements for drug and alcohol testing.

74 establishing a coordinated Local Family Assistance Program for Airports The affected carrier may take the initiative to open and operate the crew reception area on its own, and if it does so, it should relay this information to the airport EOC. For smaller airports or airports where the affected carrier does not have on-site support, airports should consider designating a crew reception area. The crew should be provided briefings similar to those being given in the PGA and FRC. Comfort provisions for food, beverages, restrooms, fresh clothes, and cots, as well as emotional and spiritual support, should also be arranged. Access to Personal Belongings and Flight Documents As with survivors, crew members may request to have access to their onboard luggage and personal belongings, especially bags containing medication and legal documents such as their driver’s licenses and passports. Considerations and processes for return of crew luggage are the same as for the return of passenger luggage. The NTSB may also request documents and manuals from the flight deck and all crew mem- bers. None of these materials should be released to crew or others without the expressed permis- sion of the NTSB. Reunification Location A reunification location is a predetermined space where affected survivors are reunited with their loved ones. When determining a reunification location, care and consideration should be given to privacy. The location may be close to the FRC or PGA, but sensitivity should be given to those families waiting in the FRC who may not have loved ones returning to them; therefore, the location of this space should be carefully considered. Family Assistance Center An FAC is a secure and private facility, usually established by an air carrier, that serves as a centralized location to provide the affected victims’ families with information and support fol- lowing an aviation disaster. In a legislated aviation disaster, the FAC is operated by the affected air carrier and NTSB with support provided by the ARC and other mutual aid partners. These centers are normally operated in a facility such as a hotel located off of airport property and are usually open within 8 to 24 hours following an aviation disaster. While not typically an airport responsibility, some airports have plans to establish an FAC either to support a general aviation disaster, to deal with non-disaster emergencies, or to provide support for an air carrier with limited staff on-site. Several airports interviewed for this guide- book have negotiated arrangements with on-airport property hotels in partnership with tenant air carriers; in the event of an aviation disaster, the airport will notify the hotel and request facili- ties per the air carrier’s specifications. Additional Considerations Parking Authorizations Airports should determine how they will coordinate and manage parking for personal vehicles of survivors, crew members, families, and friends. This may include providing parking validation, free or reduced cost valet services, or other voucher/payment methods. If possible, the airport could look at designating a certain number of parking spaces or a parking lot for the use of persons coming to the FRC. If this is possible, the parking spaces or parking lot should be clearly marked, and security

operations and Logistics 75 should be provided to ensure that the vehicles are not broken into while people are in the airport or that media or other persons do not attempt to contact those affected as they return to their vehicles. This location should be a considerable distance from any media staging area. Some families and friends may abandon vehicles on the airport drive in their rush to locate or obtain information about their loved ones. Airports should have a plan to move vehicles to a designated area so that they can be reclaimed later. Crowd Control at the Terminal Airports should consider developing a security management plan to address the influx of families and friends arriving to inquire about their loved ones. Today’s aircraft may hold 500 or more passengers and crew. Airports should deter- mine in advance how the airport police, TSA, other law enforcement organizations, private secu- rity, and other key responders may assist with the movement of families and friends to the FRC. Volunteer and Donation Management In the aftermath of an aviation disaster, there may be persons wishing to offer volunteer services or donations to assist those affected by the aviation disaster. Airports should be prepared to address the arrival of potential volunteers and donations. Organizations such as the ARC may be able to help direct volunteers and assist with management of donations. Airports should also be pre- pared to collaborate with the affected air carrier with regard to the management of donations. For planning purposes, airports should maintain a record of those who donated items or volunteered services following the aviation disaster and should send letters to thank them for their assistance. Section 7: Operations and Logistics Summary and Checklist This checklist summarizes key concepts and guidance for airport family assistance operations planning. M Identify how an aviation disaster is reported to the airport (control tower, etc.). M Identify how the airport will notify responders (automatic notification system, call tree, etc.). M Identify a backup system for notifying responders to be used if the primary system is out of order. M Identify which positions or persons have authority to activate the family assistance program. M Develop guidance for determining when the family assistance program will be activated. At a minimum: – If the airport is the aviation disaster location, originating city, destination city, or a con- necting city for passengers. – If requested by the affected air carrier. M Develop a process to care for families transiting through the airport on their way to the site of an aviation disaster, even if the airport does not activate the entire family assistance program. M Develop a list of airport/air carrier personnel who need to be notified. (A sample list is con- tained in Section 6.) M Create a process for victim accounting in the airport EOC or equivalent. – Obtain location and number of uninjured crew and passengers. – Obtain location and number of casualties taken to hospitals (including ground casualties). – Obtain location and number of casualties who are being treated at site. General Aviation Airport Note Provide directions on where the air- port would like responders and family members to park. Ensure that none of the responders or family members will be charged for parking during the response. If at all possible, do not allow media to park in the same area as family members and responders.

76 establishing a coordinated Local Family Assistance Program for Airports – Coordinate with hospitals and/or public health authorities to obtain information. – Document a process for securely relaying information to the affected air carrier. – Include air carrier and ARC hospital liaisons in planning considerations. – Work with air carrier to determine the best method for quickly informing the family mem- bers of the location of their loved ones. M Document information about manifest confidentiality in the family assistance program. M Develop a process for ensuring that hospitals and first responders are regularly included in exercises as part of the family assistance program. Passenger Gathering Area M If the PGA is in the airport’s sterile area, define a process for responder access. M Develop a process for documenting contact and other information of passengers in the PGA. M Document PGA briefing information: – PGA location. – Frequency (set schedule and maintain the schedule). – Who will be speaking. – Who will facilitate the briefing. – Assurance that those in the PGA will be briefed before the media are. M Document a process for taking requests from passengers concerning personal belongings left on the aircraft. The NTSB must release the items before they can be removed. The items must be deemed safe to return to the passengers. M Document a process for reuniting passengers with their service animals or pets. M Document a process for housing and care of service animals or pets carried on the flight and separated from owners. M Prepare a go-kit with nonperishable supplies for the PGA and FRC room, and document the contents of this kit and its location. M Document a security plan for the PGA. M Document a process to determine if passengers’ vehicles are at the airport. Do not tow. Arrange for parking to be paid. M Consider including in the PGA go-kit items for children (toys, video games, movies, books, diapers, formula, etc.) as well as items for any companion animals (toys, bowls for food/water, etc.). Crew Reception Area M Document a process for taking requests from crew members concerning personal belongings left on the aircraft. The NTSB must release items before they can be removed. M Document a process to determine if the crew members’ vehicles are at the airport. Do not tow. Arrange for parking to be paid. Friends and Relatives Center M Document a process for opening the FRC when needed. – Notify all stakeholders that the FRC is being activated. M Document a process for air carrier and other staff to direct families to the FRC. – Position airport employees at ticket counters, baggage claim, and information booths to provide directions to the FRC. M Document a method for the airport EOC to communicate with FRC leaders. For example, use a separate room near the FRC as a communications room.

operations and Logistics 77 M Document a process for conducting briefings as soon as the FRC is operational. – Document the persons/positions responsible for conducting and participating in briefings. – Create a list of talking points/topics for briefings. M Document how the airport will provide assistance to survivors/families and friends. This should be in conjunction with the affected air carrier. M Consider including children’s toys in the PGA go-kit (stuffed animals, paper and crayons, books, etc.) Forms M Develop a generic, standardized form for FRC use (see Appendix 3). M Develop a generic, standardized form for PGA use (see Appendix 3). M Develop a process that limits the number of times a family member/friend or survivor is asked questions contained on the form. Badging M Develop a process to identify the family members/friends and survivors who have already registered at the PGA or FRC. Examples are: – A colored wristband, and – An identification badge. M Document a process for identifying the responders in the PGA and FRC. Examples are: – An airport badge for air carrier employees, – A visitor badge for service providers, and – Vests or armbands for responders. Parking M Document a process to authorize parking for those affected by the accident. – Consider validating parking, moving cars left curbside to a designated location, and coor- dinating parking in the airport EOC. Reunification M Document a process for reunifying passengers with their families and friends. – Location should be in a quiet, private area outside the view of other families. Reunification should not occur in the FRC. – Coordinate with the air carrier on this process. – Reunification may take place at the hospital; consider transportation issues. Additional Considerations M Develop a plan for crowd control at the airport. M Develop a plan for volunteer management. M Develop a plan for donations. M Develop a role for traveler’s aid, concierges, and so forth. M Roles may be assigned to USO, retirees, airport assistance teams, and airport administrative personnel. M Consider placing a GPS pin locator at the site of impact to assist in locating the proper spot after the recovery and cleanup efforts commence.