Emergency Response Program
ERT Member Training

The notification process is a structured sequence that must be followed with precision and care. You must follow these steps in order:

1. Reconcile the manifest and confirm identities. Never proceed with notification until you have verified the correct names and relationships using at least one independent source.
2. Initiate contact. Begin with the approved method (usually telephone). Introduce yourself clearly and state the purpose of your call.
3. Verify the emergency. Confirm facts through an independent authoritative source (airport operations, local emergency services, air traffic control, or the hospital) before providing detailed information.
4. Follow the lawful next-of-kin order strictly. Spouse → Father → Mother → Adult Son → Adult Daughter → Grandfather → Grandmother → Uncle → Aunt → Other Adult Relative. Do not deviate.
5. Document everything in real time. Record date, time, method of contact, who was notified, what was said, and any follow-up actions required.

When delivering notifications you must follow these core principles:

• Be clear and factual. Use direct, simple language. Avoid vague statements.
• Remain calm and steady. Your tone and pace strongly influence how the information is received.
• Be honest. Only share verified information. Never speculate about cause or blame.
• Show empathy while staying professional. Express genuine concern without becoming overly emotional or making promises you cannot keep.
• Always provide clear next steps. Tell the family what will happen next and who will contact them.

Preparing and delivering notifications: Before making a notification, prepare your opening. A clear structure: identify yourself and the company, state the purpose of the call, deliver the core message factually, pause to allow reaction, offer practical next steps and support.

Telephone notifications require extra focus on tone of voice, pacing, and managing silence. You cannot rely on visual cues: your voice must carry empathy and clarity.

In-person notifications allow you to use body language, eye contact, and physical presence. Maintain appropriate distance and open posture. Silence can be powerful; use it respectfully rather than filling it with unnecessary words.

Different cultures have different expectations around death, grieving, communication style, and family roles. Some prefer direct communication while others prefer a more gentle or indirect approach. Some families may want religious or community leaders involved immediately. Remain open and respectful rather than assuming one approach works for everyone.

Working with interpreters: When language is a barrier, use a professional interpreter whenever possible. Speak directly to the family member, not to the interpreter. Keep your language simple and clear. Avoid idioms or complex expressions. Never use family members as interpreters for sensitive medical or legal information when a professional interpreter is available.

Respecting customs around death and grieving: Some cultures have specific rituals, preferences about who should be notified first, or views on discussing death directly. Ask respectful questions about preferences rather than making assumptions. Common considerations include religious needs, gender roles in communication, and different mourning practices.

International considerations: International incidents may involve different legal systems, cultural expectations, and family structures. You must be prepared to adapt your approach while following company guidance. Coordination with local authorities or cultural liaisons may be necessary. Always balance sensitivity with legal and procedural requirements.

People react to traumatic news in many different ways: shock, denial, anger, crying, silence, or asking the same questions repeatedly. These are all normal reactions. Your role is to remain calm and supportive regardless of the reaction you receive. Do not take emotional responses personally.

Providing compassionate support: Offer empathy through simple, sincere statements. Provide practical help when appropriate, such as arranging transportation or finding a quiet space. Do not try to "fix" someone's grief or offer false reassurance. Your calm presence and willingness to listen are often the most valuable support you can provide.

Maintaining professional boundaries: Balance genuine care with professional limits. Do not make promises you cannot keep. Do not share personal stories or become overly involved in the family's personal matters. If a family needs professional mental health support, connect them with appropriate resources rather than attempting to provide counseling yourself.

Working with families during a crisis is emotionally demanding. Prolonged responses, repeated exposure to traumatic events, and the pressure of delivering difficult news can lead to significant stress. Recognizing this reality is the first step toward managing it effectively.

Recognizing burnout: Signs include emotional exhaustion, irritability, difficulty concentrating, and feeling detached or numb. Monitor yourself and your colleagues. Early recognition allows for timely intervention and prevents more serious problems.

Practical self-care: Use scheduled breaks even during active responses when possible. Participate in debriefing sessions after difficult events. Support your colleagues and accept support from them. Access available counseling resources when needed. Rotating duties when possible helps prevent exhaustion.

Long-term resilience: The emotional impact of this work can continue after the immediate crisis ends. Maintain healthy routines, use available support resources, and seek professional help if needed. Building long-term resilience allows you to continue performing this important role effectively over time without burning out.

You will practice the full notification process through realistic simulated scenarios including single notifications, managing several notifications simultaneously, handling difficult family reactions, and situations requiring real-time coordination with the Emergency Response Director. Through repeated practice and feedback, you will develop the ability to manage the entire workflow confidently, accurately, and professionally under pressure.

After any activation or drill, the Family Assistance Coordinator participates in after-action review. Lessons learned are incorporated into the ERP to improve future responses, evaluating notification timing, communication effectiveness, documentation processes, coordination with external agencies, and support for families.

Continuous improvement in this area strengthens the overall emergency response capability and reinforces the company's commitment to safety and care for those impacted by an incident.