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

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78 “No one told me anything, just to wait for the bus that would take us to the family center. I remember an airport staff member who told us, very rudely, to remain calm and not ask questions because, in any case, he didn’t know anything.” – Family member from an aviation disaster Coordination with Family Assistance Center Operator Following legislated aviation disasters, airport personnel should expect the affected carrier and mutual aid partners to facilitate the opening of an FAC. Airport personnel working under these circumstances should support the air carrier in meeting the needs of the affected families, friends, and survivors until the FAC becomes operational. In cases of non-legislated or GA aviation disasters, some airport operators have chosen to assume the lead in transitioning to and operating the FAC. Documentation/Tracking/Badging When transitioning from an FRC/PGA to an FAC, it is recommended to assign one or two individuals to gather all documentation and provide it to the FAC operator. If the aviation disaster is legislated, the informa- tion should be given to a representative of the affected carrier since its plan will determine how the FAC will operate. The airport should plan to support the air carrier to the best of its capacity from this point for- ward, understanding that the air carrier is the lead organization for FAC operations as directed by the Aviation Disaster Family Assistance Act of 1996. In non-legislated/general aviation disasters, planners should identify individuals who would support documentation efforts for the duration of the FAC operation. Persons in the FAC should be provided clear identification that should be prominently displayed at all times while they are in the FAC. Transportation The airport should assist with the coordination of transportation, traffic, and unattended vehicles for the affected who are going to the FAC and those who continue to arrive once the FRC and PGA are no longer operational. Considerations should include using shuttle buses to transport families from the airport to the FAC, implementing a plan to secure unattended vehicles left curbside when families and friends arrive, and developing a plan to direct families to the off-site FAC (e.g., providing a handout with the FAC address). Transition to the Family Assistance Center S e c t i o n 8 General Aviation Airport Note Document which responders will be responsible for: • Securing the FAC; • Setting up the FAC; • Managing the FAC; • Obtaining transportation for moving the families, friends, and survivors to the FAC; and • Addressing the security needs of the FAC.

transition to the Family Assistance center 79 As an example, following an aviation disaster, one airport organized an off-site FAC. It arranged for shuttle buses to transport families to the FAC and also gave families the option of driving on their own. The airport prepared a handout to give families with the address of the FAC. Because most families opted to drive from the airport to the FAC in their personal vehicles, airport per- sonnel contacted airport police at the FAC when families were leaving the airport. A detailed car description was given to police so they could look for them to arrive and escort them into the facility. This was done to enhance security for the affected families. Assisting Arriving Families and Friends As families and friends continue to arrive at the airport or transit through the airport following an aviation disaster, airports should be aware of the potential need to provide support for these individuals or to assist the air carrier in providing support. One airport reported that it places airport personnel or police at the terminal to communicate with anyone that arrives requesting information about an aviation disaster. Airports should plan to provide arriving families and friends with information or handouts with pertinent informa- tion, such as the FRC/FAC address, area hospital addresses and contact information, and toll-free telephone numbers where the carrier or other entity can be reached for additional information. Assisting Air Carrier Go-Teams Air carriers, particularly those with small operations or at small airports, may not have ade- quate office space to accommodate their go-teams. One airport reported that it provided airport office space for up to 2 weeks following an aviation disaster to support the air carrier’s response and family assistance operations. Closing the FRC, PGA, and Reunification Location In a legislated accident, once the affected air carrier and mutual aid partners have opened the FAC, the program deactivation process should begin for the FRC/PGA/reunification location. For general aviation, non-legislated, or corporate aviation disasters, the decision to close these centers to transfer to an FAC, if one is established, should be planned. It is recommended that survivors, families, and friends be notified in advance of when the FRC, PGA, and reunification location are being closed so they may transition to the FAC. It is recommended that airports have personnel or affected air carrier representatives present to direct individuals who arrive at the airport after the FRC, PGA, and reunification location are closed. An airport interviewed for the guidebook recounted that following an aviation disaster with several fatalities and multiple injuries, a number of passengers/crew members were sent to local area hospitals for treatment and were quickly treated and released. They did not know about the FAC and returned to the airport for guidance. The airport should use its discretion in how long to keep personnel posted to direct affected persons to the FAC. Returning Facilities to Normal Operations Once the FRC, PGA, and reunification location are closed, the airport should replenish all supplies in the airport’s go-kits as a part of the deactivation process. It is also helpful to review any documents used during the operation to ensure that the appropriate documentation is shared with the air carrier and that documents are filed in preparation for any investigation or litigation that may occur.

80 establishing a coordinated Local Family Assistance Program for Airports Section 8: Transition to the Family Assistance Center Summary and Checklist This list gives planning guidance for transitioning survivors, family members, and friends to the FAC. The information should be addressed in the family assistance program and docu- mented in supporting materials. M Add information stating that during a legislated accident, the affected air carrier will facilitate the opening of the FAC. The airport responders should support the air carrier during this transition. M Add information stating that during a non-legislated event, airport responders (or other designed positions) may become the lead in transitioning the families, friends, and survivors to any established FAC. They may also become the lead at the center once it is operational. Consider designating a leader and alternates for these functions. M Place instructions in the Family Assistance Plan to assign a few people to stay at the airport to direct families, friends, and survivors to the FAC. M Develop a plan to help families who may be transiting through the airport by escorting them, ensuring they have food and a quiet place to stay during their time at the airport. M Include instructions in the plan for creating handouts containing information such as the addresses of the friends and relatives center and the FAC, police and fire non-emergency contact numbers, and other local information. These are given to family members arriving from out of town. M Document directions for closing the airport’s response areas (FRC and PGA). – Inform all affected individuals that the locations are closing. – Give all individuals the address of the FAC. – Arrange transportation as needed (buses, vans, etc.). – Keep the transportation and individuals out of view of the media. – When all individuals have been transferred to the FAC, all airport family assistance response locations can be closed. – Transfer all documents to the FAC or give them to the air carrier. – When the response sites are closed, replenish the kits, supplies, and forms.