Role of a SAT member

Your responsibilities

100

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)}

200

Team members may be asked to assist with replacing:

______________.

belongings that were damaged and/or lost 

(including clothing).

300

Team member may have to assist family members with arrangements for:

________________ and _______________.

Travel    and    Accommodations.

400

If asked to do so, we will provide ______________ with initial emergency response support on Canadian territory.

Star Alliance partners.

(also Codeshare / ground handled airlines).

500

The objective is helping the family/passenger 

so they may eventually...

regain control and do things for themselves.

True or False

100

SAT Members take on the role 

of a therapist or counselor.

False

200

SAT members may be asked to advise the family 

of the death of a passenger.

False

- This should be done by the appropriate authority.

300

We can make arrangements for those affected to visit the "crash" site. 

True

Wherever possible, and when access has been cleared by the applicable TSB, we can help them visit the site.

400

If asked to accompany a family to the morgue, 

you must always say “YES”.

False

This is a personal choice. 

You can refuse if it makes you uncomfortable. 

500

If deployed all SAT members will be assigned to 

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...

Which Centre?

100

Where are the ERC and SAC located?

Montréal (HQ)

200

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)

300

Family and Friends centres may be in 

which 3 locations?

The station nearest the accident site 

and

the departure & arrival stations.

400

SAT members deployed to the site may be asked to work 

in which 3 centres:

Family and Friends Centre, Passenger Centre 

or Hospital Centre

500

What (or who) are 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.

More: True or False

100

If approached by the media, the best response is:

“No Comment”.

False

<sub>Ideally, you would answer something akin to:

“I don't have the answer your questions. I can give you the phone number for our Corporate Communications.”</sub>

200

Special Assistance Team Members should 

attend debrief sessions.

True

300

It's not a good idea for survivors/families 

to speak to the media.

You should try to dissuade them from doing this.

False

400

You should always say “YES” to a request.

False

Example: What do you say if someone asks you for alcohol?

500

If 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".

More: Responsibilities

100

You may be involved in helping the _____________ get information required for passenger identification.

Coroner  or  Medical Examiner
(or local law officials)

200

Debrief sessions are a good opportunity to 

_____________ and _____________.

Share about what is working / not working

and

Vent / get it out / share your experiences.

300

You may get a request that you are not able to fulfill.

When this happens, 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)}

400

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.

500

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.}