Family Liaison Incident Management

Incident Management Guidelines

Local or incident managers will not generally liaise with families following a crisis event, that being the responsibility of a crisis response team representative, typically those trained or experienced in dealing with sensitive or emotive issues. However, under some circumstances a trained or experienced family liaison representative may not be able to deploy to a family's location in a timely manner, requiring local incident managers to act in this capacity. The family of any victim may be shocked, distraught, confused, and under considerable stress. Families will require a clear and unambiguous briefing, and may also require emotional and financial support, as well as administrative assistance and specialist advice and counseling.

In the event of a family liaison incident occurring, the following points should be addressed:

✓ Action Points

1. Stand up the Incident Management and Crisis Response Teams using the SAD CHALETS system.
2. If approached by family members, seek authority and guidance from corporate offices on what information can be relayed, and in what format.
3. Ensure that any information passed to the family is accurate and has been confirmed (double‐check).
4. Be clear and unambiguous, avoiding words that could be confusing or misunderstood.
5. Do not make assumptions, and do not offer opinions, false expectations, or unwarranted hope: Be clear and concise, and only use facts.
6. Seek appropriate support if dealing with distraught family members; seek support from police agencies and counselors if passing on bad news.
7. Recommend that relatives or friends stay with the family to offer support.
8. Be aware of media interest and the risks and challenges it will pose—for both the company and the family.
9. Document any discussions, and relay the facts to the CRT.
10. Identify the family's needs and request support prior to making any commitments.
11. Provide an IMP Risk Assessment Report as soon as possible.

Key People to Call (see the IMP Communications Plan)

Group	Yes/No	Group	Yes/No
• Medical organization		• Organic QRF
• Military interface		• Crisis response team
• Embassy or consulate		• Security provider (vendor)
• Police, fire, or ambulance		• Other groups