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2013 CARE Team Yearly Training

2013 CARE Team Yearly Training. Training Objectives. A family member’s perspective The obstacles family members face A family members own words. CARE Knowledge Review. Test yourself: See if you can correctly answer the following questions.

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2013 CARE Team Yearly Training

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  1. 2013 CARE TeamYearly Training

  2. Training Objectives • A family member’s perspective • The obstacles family members face • A family members own words

  3. CARE Knowledge Review • Test yourself: • See if you can correctly answer the following questions. • Answers will appear on the slide following the question.

  4. CARE Knowledge Review • I have just received a text stating that our aircraft has been involved in an accident. I should • Report to work • Report to the accident site • Call the CARE activation line • Call home, complete a self assessment, call my supervisor before calling the CARE activation line

  5. CARE Knowledge Review • I have just received a text stating that our aircraft has been involved in an accident. I should: D) Call home, complete a self assessment, call my supervisor before calling the CARE activation line

  6. CARE Knowledge Review • CARE team members are allowed to use the CARE team credit card for CARE team member necessities. • True • False

  7. CARE Knowledge Review • CARE team members are allowed to use the CARE team credit card for CARE team member necessities. • True CARE team members can buy necessities with the credit card while they are caring for a family.

  8. CARE Knowledge Review • One of Empathia’s roles during an accident is: • Mental Health Care for employees • Providing food for CARE teams • Providing hotels for Team members • Provide names of doctors in the area

  9. CARE Knowledge Review • One of Empathia’s roles during an accident is: • Mental Health Care for employees Mental Health professionals will be sent to locations for employee assistance

  10. A Family’s Perspective The Oscar Family

  11. Notification • There has been an accident • An Alaska Airgroup aircraft has been involved in an accident

  12. News of the Accident • There has been an accident • An Alaska Airgroup aircraft has been involved in an accident • Press: Who are the press? • Television, Newspaper, Radio, Social Media, Business Annalist, trade publications, citizen journalists (bloggers) • Initial reports • Expert commentary • Non-stop coverage for first hours

  13. News of the Accident Meet the Oscar Family

  14. News of the Accident • There has been an accident • How do the Oscar family members find out about the accident? • TV, Radio, Newspaper reports • Reporters call • Family Members/ Friends • Social Media • The Airline • Local police/ hospitals/ morgues

  15. Notification • Airline releases the Toll Free Family and Friends Information Number • Press release • Television/news paper/ radio newscasts/ Pod casts • President of Airline/ CEO address • Website of airline • Airline social media outlets

  16. Notification • Linda Oscar calls the toll free number • The call is answered by representatives from Empathia • Located in Wisconsin • Professional Counselors answering calls are Mental Health experts with at least a Master’s Degree in a mental health discipline

  17. Notification • Empathia gathers information from the Oscar family including: • What is the name of the person you believe is on the aircraft? James Oscar • What is your contact phone number? Who is a central contact person for the family? Linda Oscar • How often would you like us to call you?

  18. Notification • Empathia searches the Passenger Database (called DMS)

  19. Notification • James Oscar appears to be on the Manifest. • Empathia informs the family: • Counselor asks if they would like to travel to the site • Counselor asks for each family member’s secure flight information (name, sex, birthdates) and passport information

  20. Notification • The counselor then gives the Oscar family a private number. • They can use this number to call the counselor for 90 days. • The counselor will advise the Oscar family of their travel arrangements or will call them back to inform them of the travel arrangements when they have been made. (The family may decide not to travel) • The family is consulted about the type of travel, mode of travel and time of travel.

  21. At Site • CARE team member meets the Oscar family at the airport. • There are four family members including Linda Oscar, James Oscar’s wife. • The meeting may occur at the airport, Family Assistance Center or the hotel

  22. At Site • The Oscar family is taken to the Family Assistance Center/Hotel • They are assigned hotel rooms • A family briefing is scheduled in an hour

  23. NTSB Family Briefings Main source of information on key topics Agency representatives will speak and answer questions Conducted at Family Assistance Center Accessible via private conference call Minutes posted on private NTSB website for families

  24. At Briefing • During the briefing the coroner announces there are no survivors of the accident.

  25. At Briefing • The coroner announces they will be conducting Ante-mortem interviews with each family. They will need to provide the victim’s dentist and doctor’s name. Family members may be asked to provide a DNA sample.

  26. At Briefing • The Oscar Family’s ante-mortem interview is the following morning. • There are hundreds of reporters crowding around the hotel. Many are trying to speak to the Oscar Family.

  27. First Night • The Oscar family would like to identify the body. • Linda is asking: • Can she see the body? • How do they obtain a death certificate? • Is there going to be an autopsy?

  28. The Ante-mortem interview • The CARE team members have escorted the Oscar family to the interview. The interview is called the VIP interview. (Victim Identification Program) • The interview may last more then three hours. • It is an emotionally draining task for families. • Is usually conducted by someone from the Coroner’s office or another trained professional

  29. The Ante-mortem interview • The interviewer will ask detailed information about James’ physical features. • Did James have any tattoos? • Did James have any piercings? • Eye color • Hair color and length • Does he wear glasses?

  30. The Ante-mortem interview • The interviewer will also ask detailed information about the family dynamics. • Who is the legal next of kin? • Who are the family contacts?

  31. The Ante-mortem interview • The interviewer will also ask detailed information about James’ life. • The name of his dentist • The name of his doctor • Has he had any bone fractures? Broken bones? • Has he been fingerprinted? • Criminal History? Military history? • Does he wear any jewelry? What kind? • Do you have any photo’s? • Who are the living biological relatives? • (for Nuclear DNA Analysis)

  32. Nuclear DNA Analysis • Used as a last resort • Appropriate family members are someone biologically related to and only one generation from the deceased. • Example: Natural Mother, Father, Children

  33. The Ante-mortem interview • The interviewer will also ask a few procedural questions • When would you like us to contact you regarding the remains? Each time we have positively identified a fragment, or when we are finished with all the identification of all the fragments?

  34. Site Visit • The site visit is likely the next big hurdle for the Oscar family. • CARE team members are not allowed to go on the site visit • The visit is arranged through the Red Cross and the NTSB • It is a one time, group visit for all the families

  35. The Site Visit • There will be security, clergy and mental health support available

  36. Public Memorial • Within the first week a non denominational public memorial is held for the families and the community

  37. Identified Remains • The Oscar family has received word that James’ remains have been identified • Are they cremated • Are they in a casket • How can we transport him home?

  38. Private Memorial • A private service may be held quickly or after the Oscar family returns home.

  39. Travel Home • Less than two weeks after the accident, the Oscar family members are on their way home. • Linda has asked to go home on another airline. The arrangements are made through Empathia • The Flight and Cabin crew have been notified that the Oscar Family is onboard.

  40. Travel Home • The trip home is not the end for the Oscar Family • There is still an emotion toll from losing their loved one • There is still a legal battle ahead • Linda will be helping with the creation of a public memorial to the victims of the flight • The anniversaries will be hard • It will be tough to never see their CARE team members again

  41. You are almost finished! Thank you! • After watching the following video send First Class email stating you have completed the 2013 training to: • CARE ADMIN • If you do not have first class send email to Care.Admin@Alaskaair.com

  42. The Lorin Maurer Story • Colgan Air Flight 3407 – Buffalo Niagara International Airport, NY • Feb 12, 2009 • Marketed as Continental Connection • No survivors (49 killed on aircraft, 1 killed in home destroyed during the event) Press action button to begin video with sound (38 minutes)

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