Chapter 10-Family Assistant Procedures

10-1 General

10-2 Duties and responsibilities of AAIU

10-3 Duties and responsibilities of

10-4 Duties and responsibilities of airlines and commercial operators

10-5 Duties and responsibilities of general aviation

10-6 Duties and responsibilities of voluntary body

10-7 Coordination

CHAPTER 10

Family Assistant Procedures

10-1 GENERAL.

This chapter prescribes coordination procedures, duties and responsibilities of AAIU, Other Jordan Aviation Authority’s and Entities.

10-2 DUTIES AND RESPONSIBILITIES OF AAIU. 

  1. Upon notification of aircraft accident, AAIU will appoint a Family Support Investigator in Charge (FSIIC) who will be responsible to:
  1. Arrange with the concerned bodies listed in JCAR 2201.107 to perform the duties and responsibilities according to the coordination procedures prescribed in this chapter.
  2. Coordinate assistance introduced by the concerned bodies and serve as liaison between airline and family members.
  3. Control the contact between the forensic medicine specialist, AAIU Investigator in Charge, other bodies and victims’ family members.
  1. AAIU shall prepare a manual containing detailed policy and procedures of achieving the duties and responsibilities listed in paragraph (a) above.
  2. AAIU may ask any concerned body listed in JCAR 2201.107 to prepare a manual or a plan which contains detailed policy and procedures to achieve their duties and responsibilities.

Note: The prepared manual must be submitted to DGCAA for acceptance. 

10-3 DUTIES AND RESPONSIBILITIES OF AIRPORT AUTHORITY.

Airports should establish and facilitate a re-union area inside or outside the passengers’ terminals to assist passengers and their families during the initial hours of a disaster.

This area should be away from the media. Police Officers should be used to secure the area from the public. Red Crescent members should be included as they can provide mental healthandhealthservices forfamilies. 

10-4 DUTIES AND RESPONSIBILITIES OF AIRLINES AND COMMERCIAL OPERATORS.

a. Desired Manual. 

Airlines must prepare a manual / plan for handling aircraft disasters containing victims’ families handling policy and procedures. 
The prepared manual / plan must be submitted to DGCAA for acceptance.

b.Manual contents.

  1. Manual contents: the manual required by paragraph a. above must include instructions and information necessary to conduct the duties and responsibilities listed in the following paragraphs c. and d. 
  2. The manual / plan must be in a form that is easy to revise, have the date of last revision on each page and not in contrary to any applicable civil aviation law or regulations of Jordan.
  3. The manual / plan may be in one or more separate parts.

c.Notification.

Upon occurrence of an aircraft accident, the involved airline or commercial operator must notify the AAIU immediately upon and:

  1. Provide place of incident (or general vicinity of incident), number of passengers and crew based on preliminary departure information and number of injured and fatalities (if known).
  2. Provide flight number, origination, connection points and final destination (if known), and whether the flight was domestic or international.
  3. Provide name and telephone number of the person who is in overall charge of the accident site.
  4. Provide name, telephone number and location of the hotel that has been designated as the Joint Family Assistance Support Center (JFASC).
  5. Provide name and telephone number of the person responsible for the passenger manifest.
  6. Provide name and telephone number of the person responsible for family notification.

d.Family assistance.

Airlines and commercial operators must establish an integrated system to comply with the requirements of JCAR part 2201 and this handbook. 
The system must be documented by the desired manual in a. above, which will prescribe provisions to:

  1. Provide the public a reliable publicized toll free number with sufficient telephone capacity.
  2. Provide timely notification to family members of passengers who may consist of a continuous process of updates based upon manifest reconciliation with boarding documents (ticket lifts, ticket readers, final gate check-in name list). It is recommended that passenger information be provided to family members as it becomes known. Do not wait until all names on the check-in manifest are confirmed before notifying individual family members.
  3. Provide AAIU, upon request, the most current reconciled copy of the passenger manifest. Each copy should be numbered or annotated so it can be distinguished from previous copies.

The list is the consolidated list of all passengers embarked on all flight’s routings, including connecting flight passengers confirmed to be aboard.

  1. Secure facilities at departure, arrival, and connecting airports where family members may be initially gathered to protect them from media and solicitors, as well as to receive continuous updates on the reconciliation of the passenger manifest and other information on the crash. If at a secured facility, family members will be notified personally and privately by personnel trained in crisis response and death notification that their loved one was on the plane.
  2. Provide logistical support to family members who desire to travel to the accident site (or to a hospital location), which includes, but is not limited to, transportation, lodging, meals, security, communications, and incidentals. Factors to consider in selecting a facility are quality of rooms and size of facilities, privacy for family members, and relative location to medical examiner’s office, temporary morgue, airport operations, crash site, and medical treatment facilities.
  3. Inform family members at an appropriate-time, but as early as possible after being notified, that it is critical that they contact their family dentist to obtain the dental records and dental x-rays of their loved one. Ask the family to have the records and x-rays overnight expressed to the address of the hotel where the JFASC will be located. The family may arrange to hand carry these documents. It should be explained that dental records and x-rays are critical in the victim identification process. If the family is already at the site or arrives without making arrangement with their dentist, forensic medicine personnel will coordinate with family’s dentist to obtain dental records and x-rays.
  4. Make provisions for a JFASC to include space, communication and logistical support for the assisting staff.
  5. Make provisions for private areas within the hotel for medical examiner personnel to collect ante-mortem information from families at the site. Also provide quiet space and communications for medical examiner personnel to telephonically collect ante-mortem information from families who decide to stay away from the site.
  6. Provide Foreign Ministry representative necessary information on foreign passengers to facilitate interaction with appropriate foreign government embassies.
  7. Provide notification to family members prior to releasing passenger names to the public. Family members should be given appropriate time to notifying other family members and friends prior to public release of the victim’s name. The carrier is under no obligation to release the victim’s name if family members do not wish the victim’s name to be released.
  8. Provide the media with continuous updates on the progress of the notification process, such as providing the number of victims’ families notified as of a certain time and the number remaining to be notified. This process will continue until all victims’ families have been notified.
  9. Assist family members as they travel to and from the site by informing flight crews and airport personnel that family members are on particular flights. At departure, connecting, and arrival airports, family members should have airline personnel meet and assist them while on airport grounds. If necessary, seek assistance from other carriers who may have a larger presence at the airport. Assist family members as they depart the accident site and provide a contact person who will continue to be the airline interface with the family after the family returns to their residence.
  10. Provide a contact person to meet family members as they arrive and accompany them at the accident site. This person will be responsible for assisting the family while at the site and should continue to be the airline interface with the family until the family returns to their residence. At that time the airline may decide to designate a single contact person for all family members.
  11. Maintain daily contact with family members who do not travel to the accident site by providing a contact person from the airline.
  12. Establish a badge system to identify family members.
  13. Establish a joint liaison with Red Crescent at each supporting medical treatment facility to track the status of injured victims and to provide assistance to their families.
  14. Develop procedures for the handling of personal effects not being held as evidence for purposes of a criminal or accident investigation. Provisions will be made for unclaimed possessions to be retained for at least 18 months from the date of the crash.
  15. Designate an individual who will be the airline’s representative to the AAIU. This individual will travel to various locations, such as accident site, morgue, JFASCThe designated individual should be trained, competent and have the authority or ready access to those who have sufficient authority to make decisions on behalf of the airline.
  16. Coordinate with the Ministry of Justice in arranging meetings with family members to explain their rights under the legislation, if the crash is declared a crime.
  17. Provide all necessary actions and services for the victims’ funerals according to his / her traditional aspects.
  18. Provide the same support and treatment of families of non-revenue passengers and any other victim of the accident as for revenue passengers.
  19. Participate in daily coordination meetings to review daily activities, resolve problem areas.
  20. In addition to all expenses required to fulfill the above items, provide expenses to assist at least one of the victim’s family members. 

10-5   DUTIES AND RESPONSIBILITIES OF GENERAL AVIATION.   


[RESERVED]

LEFT INTENTIONALLY BLANK

 

10-6   DUTIES AND RESPONSIBILITIES OF VOLUNTARY BODIES.

a. Applicability.

This paragraph prescribes the duties and responsibilities of Governmental, associations, societies, schools, universities and other voluntary bodies upon aviation disaster occurrence

All required actions are to be taken after coordination, with the JFASC / Family Support Investigator in Charge (FSIIC).

Any required compensations are to be submitted to the FSIIC who will in his turn transmit the request to Director AAIU who will inform DGCAA to take the required actions and coordinate with the different concerned parties.

b. Civil Defense Department and Jordan Red Crescent (JRC)

  1. Provide a representative to the JFASC to coordinate with other members of the operations center staff.
  2. Coordinate and manage the numerous organizations and personnel that will offer counseling, religious and other support services to the operation.
    • Qualified local resources should be integrated with JRC personnel to provide crisis and grief counseling, food services administrative assistance, and other Support services to family members and support organizations.
    • Crisis and grief counseling should be coordinated with the airline to contact and set up an appointment, if appropriate, with family members who do not travel to the site.

 

  1. Employ an accounting system to record cost data accurately in specific cost categories for later reimbursement.                  
  2. Activate personnel to provide crisis and grief counseling to family members and support personnel. This includes coordinating with the airline to contact and set up an appointment, if appropriate, with family members who do not travel to the site.
  3. Assess the needs and available resources of other agencies and coordinate with them to ensure ongoing emotional support for workers during the operation and provide debriefings before departure.
  4. Establish a joint liaison with the airline at each supporting medical treatment facility to track the status of injured victims and to provide assistance to their families.
  5. Coordinate with the airline to establish areas for families to grieve privately.
  6. Coordinate on site child care services for families who bring young children.
  7. Arrange a suitable inter faith memorial service days following the crash and a memorial service for any future burial of unidentified remains.
  8. Provide families, at their request with referrals to mental health professionals and support groups that are in the family member’s local area.

c.Ministry of Health.

  1. Provide a representative to the JFASC to coordinate with other members of the operations center staff of related issues and family requests for assistance.
  2. Provide necessary team members to assist the medical examiner in victim identification and mortuary services.
  3. Provide, if appropriate, a portable morgue facility and the necessary equipment and supplies to augment the local medical examiner’s capabilities.
  4. Monitor the status of incoming dental records and x-rays to insure that all records have been received. If not, take steps to obtain the records and x-rays.
  5. Develop a standard ante mortem questionnaire and disposition of remains form that can be adapted to meet medical examiner and State requirements. The disposition of remains form will be used to obtain directions from the lawfully authorized next of kin on what he / she desires the medical examiner to do with remains that may later be identified as those of their family member. Information collected from family members is strictly confidential and will be used only for medical examiner purposes.
  6. Interview family members who are both on site and off site for ante mortem identification information and disposition of remains information.
  7. Coordinate with the medical examiner to integrate personnel who are providing assistance to the medical examiner’s office into the morgue operation.
  8. Assist the medical examiner in notifying family members of positive identification and include an explanation of how identification was determined.
  9. Check remains prior to release to local funeral director. Insure that all documentation is correct and a chain of custody is established.
  10. Provide the AAIU with names of victims and their next of kin (NOK), relationship to victim, and addresses and telephone numbers of NOK. A source for this information is the ante mortem questionnaire.
  11. Assist the airlines, if requested, with finding next of kin to be notified.
  12. Provide, if requested, professional medical staff and technicians to assist in the care and recovery of injured victims.
  13. Assist the Red Crescent, if required, with additional trained and experienced crisis counselors.

d.Jordan Armed Forces and Royal Jordanian Air Force.

  1. Provide the use of a military installation for mortuary support operations.
  2. Provide personnel to assist-in the identification effort.
  3. Provide assistance for the offshore search, salvage, and recovery of nonmilitary aircraft wreckage.
  4. Provide within 24 hours a trained recovery team to assist in the recovery efforts at the crash site.
  5. Provide within 72 hours available dental records-and x-rays of military fatalities that are active duty, retired, veteran or reserve.
  6. Provide pouches and transfer cases for human remains.

e.Ministry of Foreign Affairs.

  1. Provide a representative to the JFASC to coordinate with other members of the operations center staff of related issues, such as obtaining dental records and dental x-rays from foreign families and responding to family requests for assistance.
  2.  Provide official notification to foreign governments that have citizens involved in the aviation accident after obtaining necessary information on foreign passengers from the airline.
  3. Assist the airline in notifying Jordanian citizens who may reside or are traveling outside Jordan that a member of their family has been involved in an aviation accident.
  4. Provide translation services to facilitate communications with the victim´s family and all interested parties.
  5. Assist the airline, the Governmental support staff, and others in maintaining daily contact with foreign families who do not travel to Jordan.
  6. Assist foreign air carrier´s employees and families of foreign victims with entry into Jordan and extend or grant visas.
  7. Facilitate necessary consulate and customs services for the return of remains and personal effects into the country of destination.
  8. Assist in the effort to provide the medical examiner the necessary information on foreign victims to complete death certifications.

f.Ministry of Justice.

  1. Provide, upon AAIU request, sufficient personnel to obtain fingerprint identification of aviation crash fatalities. This team will work with the medical examiner at the morgue location.
  2. The following responsibilities will only be implemented if the airline disaster is officially declared a criminal act:
    • Provide a representative to the JFASC to coordinate with other members of the operations center on related issues.
    • Provide information to victims and their family members, onsite and offsite. 
    • Assist JRC, if requested, with additional trained and experienced crisis counselors.
    • Provide updates to victims and their family members on the progress of the criminal investigation.

g.Governmental Civilian and Military Hospitals.

  1. Introduce the laboratories, equipment and any required service to the forensic medicine specialist.
  2. Provide expertise to the forensic medicine specialist if required.
  3. Avail spaces (beds) for any family member in case of health care requirement.
  4. Provide with any necessary study, research, magazines, periodic or any other publications that may be useful to the forensic medicine specialist or family members’ treatment.

i.Royal Scientific Society.

  1. Introduce any laboratories, equipment or any other tools required by the forensic medicine specialist or the JFASC FSIIC.
  2. Provide any required expertise to the forensic medicine specialist or the JFASC FSIIC.
  3. Provide with any necessary study, research, magazines, periodic or any other publications that may be useful to the forensic medicine specialist or family members’ treatment.

j.Unions, Societies and Associations.

  1. rovide any required assistance to the family members if the related victim is a registered member in any of each.
  2. Introduce any internal legislative consultation regarding the rights of the victim to the NOK or the delegated family member.

k.Forensic Medicine Specialist.

  1. xercises death causes and victims´ identification processes upon request from the AAIU IIC.
  2. Carry out his authorization to call any body listed in JCAR 2201.107 to introduce any required assistance.
  3. The primary responsible of determining the death causes victims´ identification reports to the FSIIC who will in his turn be the intermediate to the AAIU IIC.

l.Public Security Department

  1. rovide Policemen to the purpose of custody of the involved airline´s offices, facilities, counters and personnel.
  2. Isolate the airport re-union area and the family members’ residence hotel / areas from the public and media if the situation require.
  3. Arrange the traffic to and from the airport and the family members’ residence.
  4. Provide specialist of fingerprints to the forensic medicine specialist upon request.
  5. Introduce specialists in crime investigation if the accident was determined to be caused by criminal acts.
  6. Introduce any laboratories, equipment, tools, and expertise to assist in achieving the family support and victim’s identification processes.

m.Generality

Any expertise organization or person may not in any case, condition or time, may not refuse or delay the provide of any assistance required by the forensic medicine specialist or the JFASC FSIIC

10-7 COORDINATION.

  1. pon occurrence of aircraft accident, the involved Operator / Airline will call AAIU informing about the location of the JFASC and the accredited representative.
  2. Director AAIU will appoint an FSIIC who will be the manager of the JFASC.
  3. Airport Authority will appoint a representative who will be the controller of the Airport Re-union area and transfer the collected numbers of victims’ family members to the dedicated residence.
  4. The Airline will supply the airport with enough transportation media to facilitate the transfer process.
  5. All concerned bodies will be requested by the FSIIC to appoint representative and send him to participate in the JFASC. The representative/s should be instructed by his management to show full commitment to the JFASC FSIIC.
  6. By coordination with the residence management, the airline will avail an adequate space for the purpose of establishing JFASC control room.
  7. The control room mentioned in item (f) above will be equipped with the best communication media and office equipment.
  8. Periodic meetings will be held within the working day to discuss any progress and evaluate the Assistance Plan. The meeting will be headed by the JFASC FSIIC.
  9. The handling with the victims’ familymembers will be the duty of the related body representatives and the assistance supporting team.
  10. When seems appropriate, the FSIIC will request the airline representative to avail transportation media to the family members and the assistance support team to the accident site. No travel to the accident site should be made unless the FSIIC approves that.
  11. The forensic medicine specialist will exercise his duties in the dedicated morgue with no interruption by any of the representatives. The only liaison between the forensic medicine specialist, the family members, any other body and the IIC should be the FSIIC.
  12. Forensic medicine specialist should ask, through the FSIIC, the family members about anydocument of past x-ray, dental report or fingerprint…etc. that may help in the victims’ identification process.
  13. The victims should be transferred from the morgue to the autopsy center, which is located by the forensic medicine specialist.

Before starting the autopsy operation, family members are to be brought to initially identify the victim at that situation; the forensic medicine specialist will not begin the identification process or autopsy, unless required for the investigation. In case of non-identification due to hard damage to the victim’s body, the forensic medicine specialist will start the autopsy associated by the information presented by family members.

  1. The identified victim should be labeled and a list ofvictim’s identification is to be filled and signed by the forensic medicine specialist and passed to the FSIIC.
  2. o.After finishing the identification operation, the representative of the Ministry of Health should issue a Certificate of Death and submit it to the FSIIC.
  3. p.The representative of the airline should prepare for the funeral ceremony to every victim in accordance with his / her religious and cultural basis.

If the victim is from a foreign country, the representative should obey the wish of the family members by either burying inside Jordan or in his / her country. If the wish is determined to be buried in his / her country, the airline representative should coordinate with his airline to transport the victim.

  1. Every Body’s representative should adhere to the dedicated duties and responsibilities listed in this chapter in dealing with the family members before and after victim’s identification.

For this purpose, Red Crescent should deal with family members mental and emotional care, Jordan Armed Forces and Royal Jordanian Air Force should provide pouches and transfer cases for the remains, the tow bodies should also assist in the transportation of the family members to the accident site and the transfer of the victims’ bodies and remains to the morgue.

  • nder no circumstances should any action be taken without coordination with FSIIC.
  • he JFASC is adjourned after the last victim’s family member is assisted to the final results.
  • he only person who has the right to adjourn the JFASC is the FSIIC.

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