Your responsibilities
SAT members will be responsible for providing passengers and their families with:
_______________ and _______________.
Their immediate needs
and
Information/updates.
(concerning family members that were involved)
of a therapist or counselor.
False
Where are the ERC and SAC located?
Montréal (HQ)
If approached by the media, the best response is:
“No Comment”.
False
Ideally, you would answer something akin to:
“It would be inappropriate for me to answer your questions. I can give you the
phone number for our Corporate Communications.”
You may be involved in assisting the _____________ in obtaining information required for passenger identification.
Coroner (or local law officials)
Team members may be asked to assist with replacing:
______________.
belongings that were damaged and/or lost
(including clothing).
of the death of a passenger.
False
- This should be done by the appropriate authority.
Which "centre" is a continuous point of contact for survivors/families, acknowledges that a passenger was on board and provides passenger status updates:
Special Assistance Centre (SAC)
Special Assistance Team Members should
attend debrief sessions.
True
Debrief sessions are a good opportunity to
_____________ and _____________.
Share information about what is working / not working
and
Vent / get it out / share your experiences.
Team member may have to assist family members with arrangements for:
________________ and _______________.
Travel and Accommodations.
to the "crash" site.
True
Instead they should be advised that AC will, where possible, make arrangements for family members to visit the site.
Family and Friends centres may be in
which 3 locations?
The station nearest the accident site
and
the departure & arrival stations.
to speak to the media.
SAT members should try to dissuade them from doing this.
False
A survivor/family member may make a request that you are not able to fulfill.
When this occurs, you should follow the _____________ process.
"two-step no"
This involves:
repeating the request (so, at least they know they have been heard and their request has been acknowledged)
then, say “No” and provide alternatives (if possible)
Team members may be asked to help identify and return:
______________.
the personal effects of the passenger.
you must always say “YES”.
False
This is a personal choice.
You can refuse if it makes you uncomfortable.
SAT members deployed to the site may be asked to work
in which 3 centres:
or Hospital Centre
You should always say “YES” to a request.
False
Example: What do you say if someone asks you for alcohol?
You’ve heard an accident occurred, but haven't received a notification.
You should ___________ and _____________.
First, check that an accident has actually occurred.
(you can verify a trusted news service)
Then, call the SAT toll-free number.
The objective is helping the family/passenger
so they may eventually...
regain control and do things for themselves.
a family or passenger.
False
You could be assigned to support duties, such as:
Family Information Coordinator, Registrar, Family Escort Coordinator, Hospital Coordinator, Meet and Assist...
What is the Telephone Enquiry Centre?
It is the Reservations Call Centres.
The published 1-800 number goes there, and they will:
- answer initial calls from the public;
- fill out an Enquiry form and it to the SAC.
They won't confirm if person was on board, but (if possible) can advise when there is no name match.
If you are asked to deploy,
you must, no matter what.
False
Check that you are fit to do so (physically, emotionally and mentally) and check with your Manager to ensure it won't have an operational impact.
...and you're allowed to say "no".
If a survivor/family member asks to stay in contact
(asks for your phone number/social media), you should:
Say no.
You should not maintain a personal relationship with them.
If they need more help the SAC and/or Claims will be available.