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 in the accident)
Special Assistance Team Members take on the role of a therapist or counselor.
False
SAT members deployed to the site may be asked to work in which 3 centres:
Family and Friends Centre, Passenger Centre or Hospital Centre
If approached by the media, the best response would be:
“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 have to assist 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).
SAT members may be asked to advise the family 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
Special Assistance Team Members should attend debrief sessions.
True
If asked to help obtain information for passenger identification, this may mean obtaining medical and _____________ records.
dental
Team member may have to assist family members with arrangements for:
________________ and _______________.
Travel and Accommodations.
Family members should not be encouraged to go to the accident site.
True
Instead they should be advised that AC will, where possible, organize a group for family members to visit the site.
Family and Friends centres may be in which 3 locations?
The station nearest the accident site
and
possibly the departure & arrival stations.
It's not a good idea for survivors/families 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...
(at the very least people need to know that 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.
If asked to accompany a family to the morgue, you should always say “YES”.
False
This is a personal choice. You can refuse if it makes you uncomfortable.
Where are the ERC and SAC located?
Montréal (HQ)
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:
First, check that an accident has actually occurred.
- 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.
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, Ante Mortem Information Coordinator, Registrar, Family Escort Coordinator, Hospital Team Coordinator, Meet and Assist Coordinator...
What is the Telephone Enquiry Centre?
It is the Reservations Call Centres.
The publicly available 1-800 number goes there, and they will:
Answer initial calls from the public;
Advise callers if there is no name match;
If there is a match, they'll fill out a TEC Passenger Enquiry form (but not confirm the passenger was on board); and,
Send the form to the SAC.
If you are asked to deploy, you must, no matter what.
False
Before deploying, always consider if 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.
The relationship can end for a variety of reasons, but you should not maintain a personal relationship with them.
If they need more help the SAC and/or Claims will be available.