Family Assistance Center During a Mass Fatality Event Using 2-1-1 as the Primary Point of Contact

1. Family Assistance Center During a Mass Fatality Event Using 2-1-1 as the Primary Point of Contact David Jobe, LMSW, CIRS Director, Information & Referral Sandra Ray, CIRS Manager, Information & Referral 2-1-1 Texas/United Way Helpline United Way of Greater Houston

2. 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.

3. Definition • MASS FATALITY-any event whether man-made or natural resulting in more deaths than the local available resources can handle.

4. Outside the Norm • Differs from day-to-day death care procedures.

5. Takes a Village • Will require support from numerous agencies/organizations.

6. Reunification • Overall purpose of a mass fatality response is the reunification of surviving family members with their deceased loved ones.

7. Reunification thru Identification • Requires the scientific identification of the deceased.

8. Investigation • The identification process is an investigative process.

9. Three Major Operations • Human remains recovery • Temporary morgue operations • Family Assistance Center operations

10. Human Remains Recovery • Carefully and respectively recovered from the incident site.

11. Temporary Morgue Operations • Post mortem data is collected

12. Family Assistance Center Operations • Ante mortem data is collected.

13. Identification • Ante mortem data is compared to post mortem data.

14. Closed vs Open Incident • Closed-know the identities of the deceased from the onset of the incident

15. 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.

16. Where 2-1-1 FITS IN!

17. 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

18. 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 Katrina Joplin Tornado

19. Missing Persons • Reported missing persons investigated • True list eventually determined. • MUST work in concert with the mass fatality response effort.

20. Expertise • Law enforcement handles missing persons cases EVERY DAY.

21. 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

22. 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!

23. Variety of Callers • Calm, reasonable, and knowledgeable. • Little known about missing/deceased. • Upset and grieving. • Mad. • Confused. • Distrustful • Repeat callers

24. 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

25. Patience • Families will be frustrated, angry, confused and full of emotions • Can get worse as time goes alone • Elderly • Mentally challenged

26. 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)

27. 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

29. 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

30. 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

31. Caller Information • Name-person calling • Phone Numbers-home, cell, work. Get BEST number • Address: • Complete record • May need for purposes of contacting caller

32. 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.

33. 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

34. Missing Persons Informnation • Primary Next of Kin - Make decisions concerning: • Remains release • Fragmented remains • Personal Effects • Final disposition • Death certificate

35. Missing Persons Information • Where the Person Lives • Aids in the investigation • Preparation of death certificate • Connect missing individuals

36. Missing Persons Information • Where the Person Works • Connect multiple missing persons • Assistance from employer • Associate remains with company- • Clothing • Vehicles

37. Missing Persons Information • Social Security Number • Help track a person • Death certificate preparation • Connect multiple reports with different names

38. 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

39. 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

40. Follow up with the Caller • Important to get GOOD contact information • May differ from contact information above • Prevent delays in contacting family members

41. 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

42. 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

43. 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

44. Threatening Callers • Obtain as much contact information on the caller possible • Immediately notify the FAC Family Management Unit Leader

45. 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

46. Thank You David Jobe, LMSW, CIRS djobe@unitedwayhouston.org 713-685-2309 Sandra Ray, CIRS sray@unitedwayhouston.org 713-685-2469