Family Assistance in Emergency Situations


In recent years the International Civil Aviation Organization (ICAO) has recommended Family Assistance as one of the most important supports that all services providers such as airlines, airports, and handlers should include in their Emergency Response Plan (ERP). Family Assistance involves giving timely information to families and providing them with compassionate response assistance, which, translated into practice, means implementing procedures which can guarantee appropriate treatment for people involved in an accident, including the preparation and execution of a family assistance plan through the organization of rooms and EOC procedures of reconciliation and reunion. Family Assistance is a complex process and the various goals of all the agencies involved in the rescue chain should be integrated into a matrix system in order to maximize the effects and efforts of all the staff involved.

Mass casualty disasters can only be dealt with by appropriate preparation, particularly by airports, whose role during an emergency is provide assistance for a long while before airlines can take it in charge. If done well, their reputation is safe and Family Assistance is carried out according to the ICAO’s intentions.


What will participants learn?

During the course participants will learn how to prepare a family assistance plan, how to integrate it with the ERP, which processes to implement, appropriate behavior, and how to ask people to collaborate with the airport/airline to provide the requested information; it will also provide ideas on cultural anthropology and disabilities.

Who should attend?

Airport employees responsible for communication with passangers and families during emergency situations and airline representatives.

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Three days

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English, Italian

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Courses can be arranged at any time on different locations. Send us an enquiry and let us know about your wishes.