Family Assistance Center During a Mass Fatality Event Using 2-1-1 as the Primary Point of Contact
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Transcript of Family Assistance Center During a Mass Fatality Event Using 2-1-1 as the Primary Point of Contact
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Family Assistance Center During a Mass Fatality Event Using 2-1-1 as
the Primary Point of Contact
David Jobe, LMSW, CIRSDirector, Information & Referral
Sandra Ray, CIRSManager, Information & Referral
2-1-1 Texas/United Way HelplineUnited Way of Greater Houston
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Overview• Definition of Mass Fatality Event • Describe the Purpose and Primary Functions of
the Family Assistance Center• Best Practices for Call Center Guidelines and
Procedures within the Family Assistance Center– Missing Persons
• Why important to determine WHO is missing• Reported vs Truly missing• Examples• Missing persons operations
• Understand the Need for Communication and Collaboration During a Mass Fatality Event.
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Definition• MASS FATALITY-any event whether man-made
or natural resulting in more deaths than the local available resources can handle.
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Outside the Norm• Differs from day-to-day death care
procedures.
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Takes a Village• Will require support from numerous
agencies/organizations.
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Reunification• Overall purpose of a mass fatality response is
the reunification of surviving family members with their deceased loved ones.
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Reunification thru Identification• Requires the scientific identification of the
deceased.
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Investigation• The identification process is an investigative
process.
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Three Major Operations• Human remains recovery• Temporary morgue operations• Family Assistance Center operations
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Human Remains Recovery• Carefully and respectively recovered from the
incident site.
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Temporary Morgue Operations• Post mortem data is collected
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Family Assistance Center Operations
• Ante mortem data is collected.
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Identification• Ante mortem data is compared to post
mortem data.
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Closed vs Open Incident• Closed-know the identities of the deceased
from the onset of the incident
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Closed vs Open Incident• Open-the identities of the deceased is NOT
known from the onset of the incident• True list of the missing must be determined.
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Where 2-1-1 FITS IN!
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Who’s Really Missing?• Determine what ante mortem data needs to
be collected.• Not invest time, energy and resources looking
for someone who is alive• Maximize resources
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Reported Missing vs. Truly Missing• Especially in open population incidents, there
is a large disparity between the reported missing and those who are TRULY missing.
Hurricane KatrinaReported Actual
13,197 910
Joplin TornadoReported Actual
1300 158
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Missing Persons• Reported missing persons investigated• True list eventually determined.• MUST work in concert with the mass fatality
response effort.
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Expertise• Law enforcement handles missing persons
cases EVERY DAY.
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2-1-1 Role with Missing Persons• Take initial missing persons reports• Gathers other information pertaining to
missing persons• Gathers additional information• NOT: – Grief counselor– Spiritual advisor/counselor
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Variety of Calls• High probability of missing/deceased• Slight probability of missing/deceased • Vague calls• Duplicate/multiple calls• Duplicate call but different name• Questionable/False reports• “Twilight Zone” calls!
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Variety of Callers• Calm, reasonable, and knowledgeable.• Little known about missing/deceased.• Upset and grieving.• Mad.• Confused.• Distrustful• Repeat callers
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Confidentiality• ALL information is STRICTLY confidential• NEVER release information on missing persons
status• Law enforcement, medical examiner or other
agency will contact the LEGAL NEXT OF KIN
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Patience• Families will be frustrated, angry, confused
and full of emotions• Can get worse as time goes alone• Elderly• Mentally challenged
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Compassion• Be compassionate• Don’t give feel of salesman or telemarketer• Take your time with caller-Don’t’ rush (But remember, phone lines are needed for other callers so don’t linger any more than necessary)
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Missing Persons
• “Thank you for calling, may I please get some information?”
• Complete the Call Center Intake Form as completely as possible
• End call by saying, “I appreciate your call. You do NOT need to call 9-1-1. This information will be given to the appropriate agency dealing with missing persons, someone will be in touch with you as soon as possible”
• Remember-do NOT promise a call back time
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Request info on Missing Person
• “Our center only gathers information. Law enforcement, Search and Rescue teams and others have access to this information and are actively using it to locate missing persons.”
• “We appreciate your concern but cannot give out information to anyone”
• Refer caller to the ARC Safe and Well website-www.safeandwell.org
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Intake Information
• Investigative process-Chain of custody/evidence must be maintained• Need to know WHO gathered info• May need to contact that person• Complete missing persons report
• Date and Time of call
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Caller Information
• Name-person calling• Phone Numbers-home, cell, work. Get BEST
number• Address:• Complete record• May need for purposes of contacting caller
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Missing Persons Information
• Name• Get proper name along with nick names
and/or other alias.• Insure correct spelling
• Relationship-Need to know how the caller is related to the missing individual.
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Missing Persons Information
• Last Know Location and Date:• Be as specific as possible• Will aid in missing persons investigation• Help prioritize investigations• Possible link other cases
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Missing Persons Informnation
• Primary Next of Kin - Make decisions concerning: • Remains release• Fragmented remains• Personal Effects• Final disposition•Death certificate
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Missing Persons Information
• Where the Person Lives• Aids in the investigation• Preparation of death certificate• Connect missing individuals
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Missing Persons Information
• Where the Person Works• Connect multiple missing persons• Assistance from employer• Associate remains with company-•Clothing •Vehicles
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Missing Persons Information
• Social Security Number• Help track a person• Death certificate preparation• Connect multiple reports with different
names
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Missing Persons Information
• Why does the caller believe the Person was in/around the incident location?• Missing person category• Help investigators locate the missing
person• Aid in prioritizing cases
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Other Information
• Other information• Any additional information not captured
already that may aid in the investigation of the missing person
• Location missing person liked to frequent• Other persons missing person may be• associated with
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Follow up with the Caller
• Important to get GOOD contact information• May differ from contact information
above• Prevent delays in contacting family
members
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Follow the Script
• Gives guidance• Provides continuity of operations • Consistent message• Prevents “doing your own thing”• Consistent data collection
• Streamline operations• Easier more efficient OJT and/or JITT
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Make NO Promises• Avoid statements such as:– “someone will find them”– “I’m sure everything will be OK”– “I’m sure they are alive somewhere”
• Use wording such as:– Hopefully– Possibly– Maybe– Sometime soon
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Return Calls• Don’t confirm or promise a time someone will
return the call• Explain return call process• May have to reemphasize the call centers roll
in the process
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Threatening Callers• Obtain as much contact information on the
caller possible• Immediately notify the FAC Family
Management Unit Leader
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Keep Stated Purpose in Mind• Obtain missing persons information• Pass information along to authorities• We are NOT:– Medical Examiner’s representative– Counselor– Investigator– Mass fatality experts