Emergency Response Program
ERT Member Training

The Family Assistance Coordinator provides essential support to families affected by transportation-related incidents. This role manages next-of-kin notifications, maintains clear communication, and coordinates assistance during emergencies. The position reports directly to the Emergency Response Director and collaborates closely with the Emergency Response Coordinator to ensure seamless operations [14 CFR §5.23, AC 120-92D].

This role carries significant responsibility. The way notifications are handled can have a lasting impact on families during one of the most difficult moments of their lives. Proper training and execution of this role helps protect families from additional harm and supports the company's commitment to care and professionalism.

The Family Assistance Coordinator compiles and maintains the Crew and Passenger Location and Status Report. Notifications begin as soon as the manifest is reconciled and identities are confirmed. This process protects families from learning about an incident through media or unofficial channels and demonstrates the company's commitment to compassionate care.

Notifications must follow this lawful order exactly:

Spouse → Father → Mother → Adult Son → Adult Daughter → Grandfather → Grandmother → Uncle → Aunt → Other Adult Relative

Minor children are not included in initial notifications. For passengers unable to give permission due to medical condition, notify their lawful next of kin. For deceased individuals, notification occurs only after permission is granted by the attending coroner.

Notifications are made by trained personnel. Under no circumstances is an opinion given regarding the cause of the accident or liability. The coordinator ensures all notifications are handled with sensitivity and respect for cultural, religious, and personal circumstances.

Establish and distribute a dedicated Family Phone Line and/or email address as the primary point of contact for families. Provide this information promptly and maintain regular, consistent updates as new verified information becomes available.

Assign Family Assistance Representatives as needed. These representatives act as the direct link between the company and individual families. Document all contact interactions thoroughly: who made the contact, date, time, topics discussed, and any relevant sensitivities (health conditions, cultural preferences, or special needs).

Coordinate transportation, lodging, and other practical assistance for family members travelling to the incident location or hospital — including flights, ground transportation, hotel accommodations, and meals when appropriate.

Work with the Emergency Response Director to ensure families receive timely, accurate, and compassionate information throughout the response. The goal is to reduce uncertainty and provide meaningful support during an extremely difficult time.

Maintain detailed records for every notification and interaction. Required documentation includes:

• Crew or passenger information
• Next-of-kin details (name, relationship, contact information, and any known sensitivities)
• Notifier information (name, position, contact details)
• Date, time, and method of notification
• Summary of the conversation and any follow-up actions required

These records support accurate tracking, legal compliance, internal review, and after-action analysis. All documentation is handled confidentially and retained according to company policy and regulatory requirements. Proper documentation also ensures continuity if the Family Assistance Coordinator needs to be relieved during a prolonged response.

You must follow all applicable regulations regarding privacy and information sharing. Personal and medical information must be protected. These rules exist to prevent harm to families and to protect both individuals and the company from legal liability.

All documentation must be accurate, complete, and handled confidentially. Records may be reviewed by investigators, legal counsel, or regulators. Poor or incomplete documentation creates legal risk for the company.

Coordinate closely with the NTSB when required. Never release information to external parties without proper authorization — the NTSB controls the release of certain information during an active investigation.

For international incidents, follow company guidance and coordinate with legal counsel when dealing with foreign governments or authorities. Never take actions that could create legal complications for the company or for affected individuals.

The Family Assistance Coordinator works within the broader Emergency Response Program. Timely, compassionate, and well-documented support helps families through difficult circumstances and upholds Gold Aviation Services' values during a crisis. This role directly contributes to the overall effectiveness of the emergency response.

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

Regular review and training ensure the program remains effective, compliant, and responsive to the needs of affected families. Continuous improvement in this area strengthens the overall emergency response capability and reinforces the company's commitment to safety and care.