Advisory Circular (AC) No. ADM-002

Subject: Assistance to Aircraft Accident Victims and their Families

Table of contents

• 1.0 Introduction
  • 1.1 Purpose
  • 1.2 Applicability
  • 1.3 Description of changes
• 2.0 References and requirements
  • 2.1 Reference documents
  • 2.2 Cancelled documents
  • 2.3 Definitions and abbreviations
• 3.0 Overview
  • 3.1 Background
  • 3.2 Integration with Emergency Response Plans and Procedures
  • 3.3 International Standards and Guidance
• 4.0 General
  • 4.1 Plan Activiation
  • 4.2 Timelines
• 5.0 Air Operator Roles and Responsibilities
  • 5.1 General
  • 5.2 Table 1 – Air Operator Victim and Family Assistance Checklist
  • 5.3 Personnel
  • 5.4 Administration
  • 5.5 Management of Passenger and Crew Information
  • 5.6 Notification of Involvement
  • 5.7 Dedicated Toll-Free Telephone Number and Website
  • 5.8 Victim Accounting
  • 5.9 Communications and Briefings
  • 5.10 Privacy and Security
  • 5.11 Services
  • 5.12 Financial Assistance and Logistical Support
  • 5.13 Personal Effects Management
  • 5.14 Visits to the Accident Site
  • 5.15 Commemorative Initiatives
• 6.0 Airport Operator Roles and Responsibilities
  • 6.1 General
  • 6.2 Table 2 – Airport Operator Victim and Family Assistance Checklist
  • 6.3 Administration
  • 6.4 Designate Temporary Gathering Areas for Victims and Families
  • 6.5 Transportation from Accident Site to Designated Areas
  • 6.6 Facilitate Access to Designated Areas for Family and Friends
  • 6.7 Communicate Information under the Airport’s Authority
  • 6.8 Small, Northern and Remote Airports
• 7.0 Coordination with other Victim and Family Assistance Providers
• 8.0 Conclusion
• 9.0 Information management
• 10.0 Document history
• 11.0 Contact us
• Appendix A — External Victim and Family Assistance Providers
• Appendix B — AAAVF in Context of Emergency Management Components
• Appendix C – Template Victim and Family Assistance Plan

1.0 Introduction

(1) This Advisory Circular (AC) is provided for information and guidance purposes. It describes an example of an acceptable means, but not the only means, of demonstrating compliance with international standards and guidance. This AC on its own does not change, create, amend or permit deviations from regulatory requirements, nor does it establish minimum standards.

1.1 Purpose

(1) This AC provides guidance to air operators and airport operators regarding the provision of assistance to aircraft accident victims and their families. Its purpose is to help promote:

• (a) Timely and effective care and transparent communication with aircraft accident victims and their families; and
• Efficient coordination across air operators and airport operators and with federal, provincial, territorial, and local governments and Indigenous Peoples.
• (b) Air operators and airport operators should use this AC to inform their planning and coordination for assistance to aircraft accident victims and their families, adapting it, where necessary, to fit their unique operating environments.

1.2 Applicability

(1) This AC applies to domestic and foreign air operators and airport operators certified under the Canadian Aviation Regulations.

(2) Other victim and family assistance providers may also use this AC as a guide to inform any relevant plans related to victim and family assistance.

1.3 Description of changes

(1) Not applicable.

2.0 References and requirements

2.1 Reference documents

(1) It is intended that the following reference materials be used in conjunction with this document:

• (a) Advisory Circular No. 107-001. Guidance on Safety Management Systems Development.
• (b) Advisory Circular No. 302-025. Airport Emergency Plan – Transportation of Passengers and Crew.
• (c) Ministers Responsible for Emergency Management. 2017. An Emergency Management Framework for Canada.
• (d) Chicago Convention, Annex 9 – Facilitation, Version 17 (March 2025)
• (e) Chicago Convention, Annex 13 – Aircraft Accident and Incident Investigations
• (f) Chicago Convention, Annex 14 – Aerodromes
• (g) International Air Transport Association. Emergency Response Best Practices Handbook (ERP) Edition 3, Revision 1.
• (h) ICAO Doc 9998 – Policy on Assistance to Aircraft Accident Victims and their Families
• (i) ICAO Doc 9973 – Manual on Assistance to Aircraft Accident Victims and their Families
• (j) National Academies of Sciences, Engineering, and Medicine. 2017 Establishing a Coordinated Local Family Assistance Program for Airports.
• (k) Public Health Agency of Canada. 2007. Registration and Inquiry Service.
• (l) Public Safety Canada. 2021. National Emergency Response System.
• (m) United States National Transportation Safety Board. 2023. Federal Family Assistance Framework for Aviation Disasters.

2.2 Cancelled documents

(1) Not applicable.

2.3 Definitions and Abbreviations

(1) The following definitions are used in this document:

• (a) Aircraft Accident: An occurrence associated with the operation of an aircraft in which a person is fatally or seriously injured, the aircraft sustains damage or structural failure or the aircraft is missing or is completely inaccessible.
• (b) Accident Location: The geographical area where the accident occurred.
• (c) Accident Site: The exact area(s) where the accident occurred and/or where the wreckage is located.
• (d) Air Operator: The holder of an air operator certificate.
• (e) Airport Operator: The holder of an airport operator certificate.
• (f) Victim and Family Assistance: The provision of services and information to address the concerns and the needs of aircraft accident victims and their families.
• (g) Victim and Family Assistance Provider: Entities having a role in providing such assistance to aircraft accident victims and their families, such as air operators, airport operators, federal, provincial and territorial, and local governments, Indigenous Peoples, and other third party organizations.
• (h) Family Member: Wherever, possible, ICAO recommends a broad definition of “family”. Family members may include immediate family as well as other relatives and individuals considered to be like family, whether or not related by marriage, common-law partnership, or any legal parent-child relationship.
• (i) Victim: An occupant of the aircraft, or any person outside the aircraft, who is unintentionally directly involved in the aircraft accident. Victims may include the crew, revenue passengers, non-revenue passengers and third parties.

(2) The following abbreviations are used in this document:

• (a) AAAVF: Assistance to Aircraft Accident Victims and their Families
• (b) CARs: Canadian Aviation Regulations
• (c) CBSA: Canada Border Services Agency
• (d) CTA: Canadian Transportation Agency
• (e) FAC: Family Assistance Center
• (f) GAC: Global Affairs Canada
• (g) ICAO: International Civil Aviation Organization
• (h) IRCC: Immigration, Refugees and Citizenship Canada
• (i) RCMP: Royal Canadian Mounted Police
• (j) TCCA: Transport Canada Civil Aviation
• (k) TSB: Transportation Safety Board

3.0 Overview

3.1 Background

(1) Aircraft accidents are sudden, high-profile and often catastrophic events. Following an aircraft accident, victims and their families require consistent and transparent communication and resources to meet their physical and psychological needs.

(2) Victim and family assistance begins immediately after an accident and may continue for days, weeks, and even years into the future. This assistance is delivered by air operators and airport operators in collaboration with local, provincial and territorial, and federal governments, Indigenous Peoples as well as other relevant third-party organizations.

(3) The potential scope of victim and family assistance and the array of implicated organizations necessitate planning and coordination to meet the needs of victims and their families in a timely and effective manner. In the absence of dedicated planning for victim and family assistance, gaps in the provision of services and information may increase the distress, trauma, and psycho-social suffering experienced by victims and their families and expose operators to reputational harm and operational disruptions.

(4) Recognizing the risks posed by gaps in planning for victim and family assistance, TCCA recommends that air operators and airport operators develop and coordinate plans for the delivery of assistance to aircraft accident victims and their families.

3.2 Integration with Emergency Response Plans and Procedures

(1) This AC highlights considerations specific to assisting aircraft accident victims and their families. It does not supersede existing emergency response plans developed and coordinated across air operators, airport operators and municipal, provincial/territorial and federal governments, and Indigenous Peoples.

(2) Wherever possible, planning for victim and family assistance should integrate with existing emergency response plans. Many Canadian air operators and airport operators already have emergency response plans that may document measures related to victim and family assistance – sometimes labelled “humanitarian” or “compassionate” assistance.

(3) Airport operators should consider adding victim and family assistance to Airport Emergency Plans established under CARs 302.202. Air operators certified under CARs Subpart 705 should also consider integrating victim and family assistance with the emergency response plans they are required to develop in accordance with Article 705.07(2)(l) of the CARs and paragraph 725.07(3) of Standard 725 – Airline Operations – Aeroplanes – Canadian Aviation Regulations (CARs). AC No. 107-001 also discusses emergency response planning in the context of Safety Management Systems.

3.3 International Standards and Guidance

(1) This AC was developed based on international standards and best practices to help align victim and family assistance plans developed by Canadian air operators and airport operators with domestic and global civil aviation.

(2) ICAO maintains standards and recommended practices for the provision of assistance to aircraft accident victims and their families, particularly Annex 9 – Facilitation, Standard 8.43 and Recommended Practice 8.44.

(3) ICAO has issued guidance material for victim and family assistance, particularly Doc 9998 – ICAO Policy on Assistance to Aircraft Accident Victims and their Families and Doc 9973 – Manual on Assistance to Aircraft Accident Victims and their Families. Countries and international organizations have also published further guidance and best practices in the development of assistance to aircraft accident victims and their families.

(4) TCCA encourages air operators and airport operators to review the international standards and best practices outlined in the Reference section to gain additional insight in the delivery of assistance to aircraft accident victims and their families.

4.0 General

4.1 Plan Activation

(1) ICAO Doc 9973 indicates that victim and family assistance may be necessary following any aircraft accident that involves fatalities or injuries to passengers or to others who are unintentionally involved. Operators should note that the definition of “victim” used in this AC includes both passengers and crew, as well as those indirectly involved in the accident (e.g., such as those on the ground).

(2) In considering this terminology, it should be noted that "aircraft accident" is a specific definition used to describe a transportation occurrence that meets a specified set of criteria. An occurrence may be classified as an aircraft accident regardless of whether the actions leading to it were inadvertent, deliberate, lawful, unlawful, negligent, or otherwise.

(3) The types of assistance and quantity of resources mobilized will depend on the context of an aircraft accident. For every passenger and crew, multiple family members may need assistance (e.g., an accident involving 5 passengers and crew could implicate more than 20 victims and families. This number can grow exponentially with the size of the accident, meaning that an accident with 300 passengers and crew could implicate more than 1000 victims and families). The accident location also augments the necessary response. For example, it may be more difficult to transport resources to an accident in a remote location, especially if the accident occurs at an airport and closes its only runway.

(4) Operators should predetermine who will be included as a family member for the purposes of their victim and family assistance plan. While flexibility should be used in reviewing the extent of family, this definition may at times need to be narrowed based on operational considerations and specific definitions imposed by legal requirements or other victim and family assistance providers (e.g., coroners or medical examiners and insurance providers). Eligibility for specific services may therefore need to be determined on a case-by-case basis using reasonable and objective operational criteria.

4.2 Timelines

(1) Victim and family assistance plans should consider potential timelines for the delivery of victim and family assistance. While timelines vary depending on factors such as the accident’s size and location, victims and families generally need assistance immediately after the accident and for the succeeding days and weeks. Additional longer-term actions may also be necessary to support victims and families (e.g., annual commemorations or the return of personal effects).

(2) When considering potential timelines, operators should consider the overlaps between victim and family assistance and the four components of Canada’s Emergency Management Framework. Appendix B further discusses specific victim and family assistance tasks in the context of these components:

• (a) Prevention and Mitigation: Adopt and maintain safety and security measures to prevent accidents.
• (b) Preparedness: In accordance with this AC, develop, implement, coordinate, and maintain a victim and family assistance plan.
• (c) Response: Stabilize conditions for victims and families so that the recovery phase can begin. The response phase begins immediately after the accident and may continue for several hours or days. The establishment of the air operator’s Family Assistance Center can act as a milestone for the shift into the recovery phase. The role of airport operators in victim and family assistance generally winds down as victims and families are moved off-site to secondary locations like the Family Assistance Center.
• (d) Recovery: The recovery phase begins as conditions progress for victims and families and additional support resources become available. The recovery phase will also eventually see victims and families begin to disperse – potentially days or weeks after the accident. ICAO Doc 9973 indicates that certain milestones, like the release of the initial accident investigation report or a visit to the accident site may act as natural points to shift to long-term assistance. Long-term assistance may be less resource intensive than the immediate response but may last for several months or years. While the scope of long-term assistance is needs-based and dependent on the circumstances of the aircraft accident, it generally includes actions such as the management of personal effects and commemorative initiatives.

(3) Where necessary, the air operator should make arrangements to ensure assistance is provided until its personnel can arrive at the accident location (e.g., agreements with airport operators or ground handling service providers to provide assistance until air operator personnel arrive). This is important as it may take several hours or days for air operator personnel to dispatch and arrive at the accident location to supplement the response, particularly in remote locations.

5.0 Air Operator Roles and Responsibilities

5.1 General

(1) The air operator implicated in an accident has a central role in the delivery of assistance as it holds information on passengers and crew and provides sustained communications and important resources and services to victims and families.

(2) Air operators should have and maintain a plan that is designed to assist victims of an aircraft accident and their family members. Air operators may also opt to incorporate victim and family assistance into existing emergency response plans. TC further recommends that air operators plan for tasks outlined in Table 1.

(3) When delivering assistance, air operators should remain sensitive to the diverse and intersecting backgrounds, identities, and circumstances of aircraft accident victims and their families, recognizing that these factors may influence their needs, preferences, and expectations.

5.2 Table 1 – Air Operator Victim and Family Assistance Checklist

5.3 Personnel

(1) Air operators should specify a senior executive responsible for victim and family assistance – sometimes referred to as a person of responsibility – with overarching responsibility for the development, implementation and maintenance of the victim and family assistance plan. This position may also be made responsible for the activation of the Plan following an aircraft accident and appointed as a senior spokesperson and liaison with external victim and family assistance providers.

(2) A victim and family assistance manager should be designated to guide and action the victim and family assistance response. Additional positions should be assigned according to anticipated workload. For example, larger organizations should consider supporting the victim and family assistance manager by delegating specific responsibilities across multiple personnel. Where applicable, roles and responsibilities should be assigned to personnel as a component of planning and preparedness, as opposed to after an accident occurs.

(3) Air operators should assign personnel to liaise with external organizations in the pre-planning phases and when the victim and family assistance plan is activated. Section 7 covers coordination with external partners in more detail.

(4) Victim and family assistance has the potential to be a large and labour-intensive undertaking. The air operator should identify personnel to provide surge capacity should it be required following an aircraft accident. Many air operators plan for surge capacity via volunteers in their organization or contracts with third-party organizations.

(5) When assigning roles, the air operator should note that assistance may be required in several different locations, including at hospitals, spaces provided by the arrival, connecting and departure airports, and the air operator’s Family Assistance Center. Arrangements should also be made to remotely provide information and resources to family members who do not travel to the accident site (e.g., virtual/hybrid information briefings).

(6) Personnel assigned duties under the victim and family assistance plan should have the training, skills, and knowledge necessary to carry out their duties. Crisis communication and interpersonal skills should be emphasized for personnel that are likely to interact with victims and their families.

(7) The air operator should provide training that is trauma-informed to help equip its personnel in the delivery of victim and family assistance. Training should outline the air operator’s responsibilities and how they relate to the roles of other victim and family assistance providers. Training should also cover the employee’s role under the Plan and equip them to deliver assistance (e.g., psychological first aid and resources and strategies to support the employee’s mental health in the delivery of assistance).

5.4 Administration

(1) Air operators should plan in a manner consistent with and sufficient for the size and complexity of their operations. Considerations include the number and location of airports served by the air operator and the number of passenger seats on its largest aircraft.

(2) An important part of the planning process is determining who will be included as a family member for the purposes of their victim and family assistance plan. While flexibility should be used in reviewing the extent of family, this definition may at times need to be narrowed based on operational considerations and specific definitions imposed by legal requirements or other victim and family assistance providers (e.g., coroners or medical examiners and insurance providers).

(3) Air operators should commit sufficient resources to carry out the Plan, including by establishing any contracts or agreements that may be necessary to implement the Plan, e.g.,

• (a) A Memorandum of Understanding with hotels, local authorities, or similar venues to support the establishment of a Family Assistance Center.
• (b) A contract with a third-party service provider to provide surge capacity and services such as crisis counselling, management of personal effects and repatriation of human remains following an accident.
• (c) Agreements with airports or ground-handling service providers to provide services until air operator personnel arrive at the accident site. This may be particularly useful where the air operator lacks a consistent presence at an airport and would therefore require coverage while it mobilizes resources to a location.
• (d) Agreements with other victim and family assistance providers to support the sharing of sensitive information.

(4) Air operators should supplement their victim and family assistance plan with specific plans or protocols, as appropriate based on their operating context, for airports served by the air operator. This may be necessary as conditions and resources may vary depending on the availability of support personnel and the plans of other organizations. For example, a Family Assistance Center location may need to be identified near each airport.

(5) Air operators should develop procedures to periodically exercise their victim and family assistance plan through a mix of table-top and full-scale exercises. Wherever possible, plans should be tested in collaboration with other relevant organizations. Air operators should consider participating in applicable Airport Emergency Plan exercises as a means to test their plan and coordinate with airport operators. Air operators should update the Plan based on lessons from the exercise. Air operators should also regularly update the Plan to reflect changes in procedures or contact information for personnel assigned roles under the plan.

5.5 Management of Passenger and Crew Information

(1) Air operators should take measures to ensure that personal information such as the names of passengers and crew aboard the aircraft are not inadvertently released to the public.

(2) The air operator should also develop procedures to guide the confidential release of data upon request from relevant organizations for the purposes of victim and family assistance or the broader emergency response. For example, local first responders, police of local jurisdiction, and medical examiners or coroners may seek access to the passenger and crew data to support search and rescue activities or the victim accounting process. Government of Canada departments and agencies may also require access to the information, for example, the CBSA and GAC in the case of foreign citizens, the TSB, and the RCMP.

(3) Specifying procedures, to whom the list would be released, and for what defined purposes, ahead of time avoids potential delays following an accident, including how the operator will navigate any privacy considerations when sharing the list (e.g., as specified under the Personal Information Protection and Electronic Documents Act (PIPEDA) or any other relevant privacy-related laws or regulations in the applicable jurisdiction).

(4) Air operators should be aware that, even where personal information is properly secured, passenger and crew names may be leaked by other sources or released by victims and families.

5.6 Notification of Involvement

(1) The first priority for many families is to confirm whether their loved one was involved in the aircraft accident. Air operators may opt to provide the notification of involvement via their own call center or as part of a contract with a third-party organization. This is a preliminary notification only and takes place separately from the subsequent victim accounting process.

(2) Notification of involvement may be proactive and/or reactive

• (a) Proactive: Identify and contact family members based on the passenger list or emergency contact information provided by the passenger at time of ticket purchase or check-in for the flight. Should families be already gathered (e.g., at an airport), the air operator should still take families aside to notify them individually in a private location, as opposed to reading out the list of names to all families simultaneously.
• (b) Reactive: Notification may also be provided in reaction to calls from concerned family and friends. This approach may be necessary where the air operator is unable to proactively contact families due to missing or incorrect emergency contact information.

(3) The air operator should notify involvement in the early hours after the accident. Where there is missing or incomplete information, accuracy in confirming involvement should be prioritized over the speed with which the notification is provided. Should a family member contact the air operator before the passenger list is fully vetted and verified, the air operator should consider still advising that the individual was believed to be on board, provided their name is on the passenger list.

(4) Publicizing information regarding the victims of the accident is generally not recommended. If information is shared, it should only be done with the approval of the victims’ families and in accordance with applicable legal and privacy requirements. Publishing information online is not considered a valid notification of involvement as family members who see a name posted online should still be provided notification, assistance and information.

(5) At the time of notification, the air operator should also provide information regarding next steps in the victim and family assistance process, particularly regarding services the air operator will provide and how they may be accessed by families.

(6) Notification of involvement should be carried out by personnel trained in crisis communication. While not the formal death notification, notification of involvement can be a deeply emotional call. Personnel delivering the notification of involvement should also have access to support networks to manage their own stress and mental health.

5.7 Dedicated Toll-Free Telephone Number and Website

(1) Air operators are likely to receive a high volume of calls after an accident from concerned family and friends who believe their loved one was aboard the aircraft, as well as from media and other response organizations. This call volume may overload an operator’s phone lines and could cause operational disruptions as accident-related calls occupy customer-service lines.

(2) To mitigate these issues, the air operator should be prepared to activate and publicize a dedicated toll-free telephone number to assist victims’ families. To support reactive notification of involvement, the air operator may also request that persons who are concerned their loved one was aboard the aircraft use this phone number to access information. It is a best practice to avoid advertisements or on-hold music on phone lines dedicated to assisting victims’ families.

(3) The air operator’s website should be modified to acknowledge the accident, publicize the phone number and provide other appropriate information.

(4) Air operators may also consider creating procedures for the publication of a secondary limited access website that diverts traffic from their standard website and provides information on the accident, including a private login portal set up for victims’ families to access information. Login details could be provided as a component of the notification of involvement.

5.8 Victim Accounting

(1) Following the notification of involvement, victims’ families will wish to confirm the status and location of their loved one. The United States Federal Family Assistance Framework for Aviation Disasters describes the outcomes of victim accounting as “the reunification of survivors with their families and the recovery, identification, and return of the deceased to their families.”

(2) Air operators should develop forms and procedures to organize the collection of information from uninjured passengers and crew, as well as gathering friends and family, in order to support the victim accounting, reunification, and other components of victim and family assistance. Information should only be collected with the consent of victims and families, focusing exclusively on the details necessary to provide assistance, (e.g., the person’s name and contact information of their loved one).

(3) Collecting information should be one of the air operator’s first activities when their personnel begin providing assistance to victims and their families. Establishing a registration and inquiry service is an effective way to collect reliable information, reunite victims and families, and support other emergency response agencies. To access best practices and to align with other victim and family assistance providers in Canada, air operators are encouraged to refer to the Public Health Agency of Canada’s manual on registration and inquiry services.

(4) In some cases, airport operators or another victim and family assistance provider may have already registered victims and families and collected their information before air operator personnel arrive. The air operator should liaise with these organizations to avoid asking duplicative questions to victims and families. Air operators should consider developing and sharing standardized forms with airports ahead of time to streamline the gathering of information. Public Health Agency of Canada’s manual on registration and inquiry services provides a standardized form that may be used for this purpose.

(5) The authorities of the jurisdiction where the accident occurred, not the air operator, is generally responsible for the recovery, identification, and return of the deceased to their families under existing emergency response and search and rescue procedures. In Canada, provincial and territorial coroners or medical examiners are normally responsible for the recovery, identification, death notification, and return of deceased to their families following an aircraft accident.

(6) Air operators should be prepared to provide support to local authorities throughout the victim accounting process. For example, the coroner or medical examiner may request the passenger list or other types of information from the air operator. They may also wish to attend the air operator’s Family Assistance Center, should one be established, as a central location to interview victims’ families.

(7) Air operators should also prepare to assist in the return of the deceased, in coordination with the coroner or medical examiner and according to the wishes of the victim’s family. For example, by contracting a service provider to support the return of the deceased after they are released by the coroner or the medical examiner. This may also extend to the repatriation of remains to foreign jurisdictions, where relevant.

5.9 Communications and Briefings

(1) As an immediate step, the air operator should release a public holding statement acknowledging the accident and that they are preparing to assist those affected. This statement, or a subsequent statement may also be used to support reactive notification of involvement by encouraging those who believe a loved one was aboard the flight to contact the air operator. Contact details for the operator should be included in the statement to facilitate this outreach. Wherever possible, air operators should ensure that victims and their families are made aware of information before it is released publicly.

(2) The air operator should provide consistent and transparent flows of information to aircraft accident victims and their families and maintain an open dialogue with them throughout the response and recovery process. In addition to responding to questions, the air operator should arrange regular briefings with victims and their families. When providing information, the air operator should focus on areas of its responsibility. ICAO Doc 9973 lists several examples, including:

• (a) Logistical arrangements: travel to the accident location, accommodations and onward travel (in the case of survivors).
• (b) Financial assistance: payments to assist with immediate needs, should they be provided.
• (c) Personal effects management.
• (d) Long-term considerations such as commemorative ceremonies.

(3) Air operators should make arrangements to facilitate the participation of victims and families who wish to attend briefings virtually (e.g., from a hospital or their homes if they did not travel to the accident location). Considerations for virtual attendance may include conference rooms that have sufficient technology to allow those viewing remotely to both see and listen to the briefing, as well as a means to ask questions.

(4) Coordinating briefings with other victim and family assistance providers can consolidate and improve consistency in the information provided. For example, the TSB may wish to participate in a briefing to provide an initial update to victims and families regarding the progress of their aircraft accident investigation. Other relevant organizations may include local first responders, the CBSA and GAC.

5.10 Privacy and Security

(1) Air operators should coordinate with airports and other victim and family assistance providers to arrange spaces that offer privacy and security to victims and their families from unwanted media attention or harassment. These spaces also act as platforms to provide information and services to victims and families. In providing these spaces, air operators should be mindful that certain individuals or groups may have additional privacy, security, or accessibility needs that require accommodation.

(2) Air operators should coordinate with airport operators, as applicable, and local first responders to ensure that their uninjured passengers and crew are transported from the accident site to private and secure secondary locations. Should the accident occur at an airport, the airport operator may provide areas for victims and their families in the early hours after an accident until they disperse or can be moved off-site to a separate location such as the Family Assistance Center (FAC).

(3) The air operator should consider establishing a FAC to act as the focal point for information and services for victims and families who travel to the accident location. Air operators should make arrangements for the transportation of victims and their families to the FAC, should one be established. Air operators should also make arrangements to admit only victims and family members to the FAC, as opposed to general members of the public.

(4) The FAC should be equipped to meet the immediate and short-term needs of family members. This may include basic amenities such as food and drink, facilities and resources to support briefings to assembled victims and families, childcare, and meeting rooms where private conversations with victims and families may take place. Depending on the location of gathering family members and whether they travel to the accident location, it may be necessary to establish FACs in several locations (e.g., near the departure location, in addition to the accident location).

(5) Most FACs are established at hotels or other facilities with the space and amenities necessary to meet the needs of victims and their families. To streamline these arrangements, some air operator and airport committees have developed a template Memorandum of Understanding so that air operators can coordinate a standardized contract with a hotel. Should the airport elect to bring victims and families off-site (e.g., a local hotel or community center) as a component of their victim and family assistance plan, the air operator should consider requesting control of the area for use as the FAC.

(6) The air operator should be prepared to facilitate access for other victim and family assistance providers to the FAC. For example, coroners and medical examiners may wish to attend the FAC to interview victims’ families to support the victim accounting process.

5.11 Services

(1) Air operators should make reasonable and adequate arrangements to meet the immediate physical needs of victims and their families at both designated areas provided by airports or other organizations as well as at the Family Assistance Center, should one be established. For example, victims may have lost personal items in the accident while families may have travelled to the accident location without sufficient time to pack for a longer stay. Examples of relevant resources may include food, water, medication, clothing and shoes, sanitary and personal hygiene products, as well as access to telephones to contact loved ones.

(2) Air operators should facilitate access to crisis counselling services, including through appropriately qualified third-party providers, to support the psychological needs of victims and their families. Crisis counselling may range from psychological first aid to more significant long-term mental health care. It is a best practice to coordinate or contract this assistance from an independent third-party provider as counselling may be better received by victims and families when it is provided by an organization that is not perceived to be directly connected with the air operator. Depending on their cultural and religious background, victims and their families may also prefer that the support is delivered by clergy or community leaders.

5.12 Financial Assistance and Logistical Support

(1) Air operators should be prepared to provide financial and logistical support, as appropriate and proportionate to the circumstances, for family members who plan to travel to the accident location. Financial support may include transportation, lodging, meals, and other incidental expenditures. Logistical support may include arranging flights with families and escorting them as they travel. Support should also include travel for victims and families when they are ready to return home.

(2) The air operator should also consider, where appropriate, providing victims and their families with an initial cash payment to help support their immediate needs. Any such payment would be provided without prejudice to the parties’ legal rights and defenses. It would neither constitute an admission of liability, nor would it affect any future claims or compensation determinations.

5.13 Personal Effects Management

(1) Personal effects (e.g., items worn or carried by a person at the time of travel) hold financial and sentimental value for victims and their families. The United States Federal Family Assistance Framework for Aviation Disasters highlights that, wherever possible, victim and family assistance providers should be careful to recover, manage, and return all personal effects, irrespective of their apparent condition or assumed value to those involved in the response. Even seemingly generic or damaged personal effects may hold value for victims and families. Damaged items and evidence thereof may also be required by a victim or their family for insurance claims.

(2) The air operator is responsible for the treatment of personal effects in coordination with, and subject to the direction of, local authorities and the TSB. In some cases, items will be treated as evidence by the TSB for the purposes of their safety investigation. Police may also hold items for the purposes of a criminal investigation. The air operator should work with these authorities to arrange the eventual return of personal effects.

(3) ICAO Doc 9973 indicates that to facilitate the return of personal effects, a pictorial record of non-identified personal effects is generally created and circulated to family members for identification. Some air operators opt to use a third-party vendor to manage the personal effects process. Vendors often use either a printed catalogue or a password-controlled website to allow family members to view images and make claims for non-identified personal effects.

(4) The handover of this pictorial record and eventual return of a personal effect has the potential to be an emotionally charged event. The return of personal effects should be done with similar sensitivities to the return of human remains, for example by notifying the family ahead of time so that they are prepared when the item arrives at their home. While it may not be possible to fully restore the item, air operators should consider cleaning or remediating the item to some degree so as to mitigate the potential negative impact when families receive the item. In some religious and cultural contexts, any items that contain body matter are required to be buried or cremated as per religious doctrine. As such, victims’ families should be consulted prior to cleaning such items.

5.14 Visits to the Accident Site

(1) Visits to the accident site are an important part of the grieving process for many victims’ families. The air operator should arrange visits to the accident site, based on authorization from the TSB and police of jurisdiction, once the site has been secured and human remains/personal effects have been removed.

(2) For accidents at an airport, the implicated airport operator should also be consulted to determine whether visits to the accident site are feasible. In such cases, the possibility of visits may be subject to the airport’s evaluation of potential security, logistical, liability, and operational considerations.

(3) When planning for an accident site visit, ICAO Doc 9973 recommends that air operators consider certain measures, including:

• (a) Provide childcare for young children families have brought with them.
• (b) Arrange separate visits for families of those killed and survivors, as well as families of crew.
• (c) Brief family members, prior to the site visit, on what they will see, hear and smell.
• (d) Set a predetermined length of time for the visit before it takes place.
• (e) Waiting to receive confirmation from authorities that all human remains and personal effects have been removed from the accident site or are no longer visible and that no investigation activities take place during the visit.
• (f) Provide privacy from media and others during the visit.
• (g) Make mental health providers available before and after the visit.
• (h) Create an area to accommodate religious considerations and to allow family members to leave mementos, notes and other items. A plan for managing these items after the departure of the family members should also be established.
• (i) Where possible, arrange access to officials following the visit able to answer questions from victims and families on the investigation, victim accounting and personal effects management.

5.15 Commemorative Initiatives

(1) The air operator should be prepared to consider requests from victims and their families to assist in the creation of memorials or memorial services. Commemorations may range from informal shrines or other ad hoc arrangements immediately after the accident to more formal physical tributes and anniversary services on milestones following the accident. Commemorative initiatives should be done in consultation with victims and families.

6.0 Airport Operator Roles and Responsibilities

6.1 General

(1) Airport operators should plan for the delivery of victim and family assistance following an accident at or in the vicinity of the airport. Airport operators should also be prepared to provide assistance should the accident occur elsewhere as victims’ families often gather at arrival, connecting, and departure airports following an accident as a focal point to receive information and services.

(2) The airport operator’s role in victim and family assistance normally begins immediately after the aircraft accident and winds down as victims and families disperse or are moved off-site by the air operator. These timelines generally align with existing milestones in the activation and de-activation of the Airport Emergency Plan.

(3) Transport Canada recommends that airport operators incorporate victim and family assistance into their existing Airport Emergency Plans developed in accordance with CARs 302.202. Transport Canada further recommends that airport operators plan for tasks outlined in Table 2.

(4) When delivering assistance, airport operators should remain sensitive to the diverse and intersecting backgrounds, identities, and circumstances of aircraft accident victims and their families, recognizing that these factors may influence their needs, preferences, and expectations.

6.2 Table 2 – Airport Operator Victim and Family Assistance Checklist

6.3 Administration

(1) In many cases, airport operators have coordinated their Airport Emergency Plans and the delivery of victim and family assistance with local emergency response plans. This guidance should not supersede existing arrangements. While the airport operator would retain ultimate responsibility for the implementation of its victim and family assistance plan, it may delegate tasks for completion by other organizations.

(2) Airport operators should also coordinate their victim and family assistance plans with air operators. In many cases it may take several hours for air operator resources to deploy to the accident site. Airport operators and air operators should therefore plan ahead to determine what coverage will be used until air operator resources arrive. Where the airport operator provides interim assistance on behalf of the air operator, the respective responsibilities of the air operator and airport operator should remain delineated to avoid any confusion regarding accountability, authorities, and coordination.

(3) Airport operators should take measures to promote the timely and effective implementation of its plan should victim and family assistance be necessary, including training to inform personnel of their roles and responsibilities. Where necessary, the airport operator should also establish contracts and agreements to support the implementation of its plan.

(4) Airport operators should periodically review and update their victim and family assistance plan to maintain its effectiveness in providing assistance to aircraft accident victims and their families. Transport Canada recommends that airport operators exercise victim and family assistance as a component of table-top and full-scale testing exercises for their Airport Emergency Plan.

6.4 Designate Temporary Gathering Areas for Victims and Families

(1) Airport operators should provide temporary spaces for victims and their families until the victims and families disperse or the air operator moves them off-site from the airport. These spaces should offer privacy and security from news media and members of the public. They should also shield victims and families from sights, sounds, and smells from the accident site. When providing these spaces, airport operators should be mindful that certain individuals or groups may have additional privacy, security, or accessibility needs that require accommodation.

(2) Airports should plan to provide separate spaces for uninjured passengers, the crew, and gathering family and friends:

• (a) Uninjured Passenger Reception Center: Following an aircraft accident at an airport, the airport operator should plan to provide spaces for passengers not triaged or brought to hospitals for further medical attention by first responders. These spaces should be equipped with amenities such as seating, food and water, bathrooms and blankets and footwear. Airport operators should maintain stocks of supplies to facilitate timely deployment to the designated areas (e.g., via emergency suitcases or go-bags).
• (b) Crew Reception Center: Wherever possible, the crew should be provided with spaces separate from passengers.
• (c) Family and Friends Reception Center: The airport operator should provide spaces for gathering family members until they can be reunited with their loved ones.

(3) When selecting spaces, airport operators should consider the potential volume of aircraft accident victims and their families (e.g., based on the largest aircraft with service to their airport). Passengers, crew, and families generally remain at these spaces until they disperse, or the air operator transports them to a Family Assistance Center. Airport operators should also consider selecting a location that allows private egress from the designated areas for victims and families, as opposed to walking through a crowded airport terminal.

(4) Should the airport lack spaces on the airport premises, they may also consider designating areas off-site, for example at a local hotel, school, or community center. This may require coordination ahead of time with the local community or municipality. The airport operator may also consider coordinating with the air operator to eventually convert these designated areas into the Family Assistance Center. This approach could simplify the response (e.g., by eliminating the need to transport passengers and their families multiple times).

(5) Where airport operators use their main terminal building as the designated area, for example due to limited space both off-site and on the airport premises, they may still consider providing privacy via alternatives means (e.g., cordoning off a section of the terminal using portable dividers).

(6) Designated areas may also provide platforms for other components of assistance (e.g., the provision of information and victim accounting). For international flights, the Canada Border Services Agency may attend the designated area to process passengers and goods.

(7) Air operator personnel may attend the spaces to assist victims and families and to begin collecting information to verify identities and to support the reunification process. If passenger and crew reunification with families occurs at the airport, it should also occur at a separate area to avoid reuniting families in front of those who lost loved ones.

6.5 Transportation from Accident Site to Designated Areas

(1) For accidents at the airport, airport operators should identify procedures for the transportation of passengers and crew who are not brought off-site by first responders for further medical attention from the accident site to the designated areas. This may include coordination with air operators and the airport emergency response community to identify available resources or agencies involved in their transportation. The transportation of passengers and crew for the purposes of airport emergency planning is covered in more detail in AC 302-025 – Airport Emergency Plan – Transportation of Passengers and Crew.

6.6 Facilitate Access to Designated Areas for Family and Friends

(1) Airport operators should be prepared to facilitate entry into the temporary designated area for family members, if they gather at the airport. This may be achieved in a variety of ways, including via personnel to greet the family members, as well as signs or announcements over the public address system to direct families to the designated areas.

(2) Determining who may be considered family and friends of victims for the purposes of the designated areas can be difficult at this stage as the airport operator may have little information regarding the passenger list. Airports should instruct their staff to admit gathering family and friends should they self-identify as family or a friend of the victim. If a person is subsequently identified as having entered the designated area under false pretenses, they should be removed.

6.7 Communicate Information under the Airport’s Authority

(1) The provision of information is an important component of victim and family assistance. Similar to other victim and family assistance providers, the airport has a role sharing information within its responsibility to victims’ families. For example, a script of facts regarding events on airport. The airport operator may also share messages developed and approved by the air operator.

(2) The airport should be prepared to provide information via signage, in response to questions and through announcements to larger groups as relevant and appropriate. Identifying a spokesperson to deliver announcements can help to provide uniform information and confer a sense of order to the response. Wherever possible, this spokesperson should have training in crisis communications and should be able to interact with victims and families with empathy and cultural sensitivity.

6.8 Small, Northern and Remote Airports

(1) Small, northern and remote airports may need to take extra care in considering how they plan for victim and family assistance in the context of limited personnel and resources.

(2) The airport victim and family assistance tasks outlined in Table 2 are structured to be outcome based and scalable, as opposed to prescribing specific approaches. Transport Canada recommends that small, northern and remote airports incorporate the tasks from Table 2 into their Airport Emergency Plan in a way that aligns with the size and complexity of their operations.

(3) Where personnel and resources are limited, the core objective for small, northern and remote airports in the delivery of victim and family assistance should be the transportation of victims from the accident site, if on the airport premises, to designated areas where they can be gathered until they disperse or are moved off-site. While separating victims, families, and crew remains a best practice, a single area may be used if space is limited off-site and on airport.

7.0 Coordination with other Victim and Family Assistance Providers

(1) In addition to air operators and airport operators, victim and family assistance providers may include federal, provincial, territorial, and local governments, Indigenous Peoples as well as third-party organizations such as crisis management firms, the Canadian Red Cross, and Ground Handling Service Providers.

(2) Given the varying organizations that may be implicated in the delivery of assistance, coordination is essential to delivering an effective victim and family assistance response. Air operators and airport operators should coordinate the development and implementation of their victim and family assistance plans with other relevant organizations to avoid potential gaps, confusion, and duplication of efforts when providing victim and family assistance. Examples of coordination may include:

• (a) Consulting relevant organizations in the development of victim and family assistance plans.
• (b) Standardizing and sharing template forms used to collect information from aircraft accident victims and family members.
• (c) Arranging for mutual care and template MOUs via Airport-Operator Committees or other similar mechanisms.
• (d) Sharing copies of victim and family assistance plans with other relevant organizations, subject to any appropriate confidentiality considerations.
• (e) Holding joint victim and family assistance exercises with other relevant organizations.

(3) Appendix A provides an overview of additional organizations, beyond air and airport operators, that may have a role in the delivery of victim and family assistance.

8.0 Conclusion

(1) Aircraft accident victims and their families require a broad range of information and services to support their immediate and longer-term physical and psychological needs.

(2) Air operators and airport operators should develop plans to meet the needs of aircraft accident victims and their families in a timely and effective manner.

(3) Coordinating plans with counterparts in the aviation industry and with other potential victim and family assistance providers can support the efficacy of the response and help to avoid gaps or duplication of efforts.

(4) Coordinating, testing and implementing lessons learned will help operators enhance their ability to support victims and families. It will also help to advance planning for victim and family assistance across Canada, contributing to the ultimate goal of this work: supporting victims and their families as they navigate intense trauma and emotional distress.

9.0 Information management

(1) Not applicable.

10.0 Document history

(1) Not applicable.

11.0 Contact us

For more information, please contact:
International Aviation Branch, AARJ
E-mail: TC.InternationalAviation-AviationInternationale.TC@tc.gc.ca

We invite suggestions for amendments to this document. Submit your comments to:
International Aviation Branch E-mail: TC.InternationalAviation-AviationInternationale.TC@tc.gc.ca

Document approved by:

John Velho
Executive Director, International Aviation Branch

Appendix A — External Victim and Family Assistance Providers

Provincial, Territorial, Local Governments and Indigenous Peoples

(1) Per the National Emergency Response System, the majority of emergencies in Canada, including aircraft accidents, are handled locally or at the provincial/territorial level. Should a provincial or territorial government require resources beyond their capacity to cope in an emergency or disaster, they may request support from the federal government.

(2) Following an aircraft accident, local authorities generally lead response efforts, especially during the initial stages of a crisis. First responders and emergency services lead the emergency response in the immediate hours after an accident and are likely to directly assist aircraft accident victims and their families. First responders may also control the accident site and hold important information on the status of victims and families. In Canada, first responders normally include the following groups:

• (a) Fire Services often act as a jurisdiction’s all-hazards emergency response organization. This means that in addition to fire suppression and search and rescue, fire services may also provide emergency first aid following an aircraft accident. Local fire services may also support Airport Rescue and Firefighting for accidents at an airport, depending on the airport’s emergency response plan and applicable mutual aid agreements.
• (b) PoliceServices have a role securing the accident site and protecting evidence for any subsequent investigation by the Transportation Safety Board. Police of local jurisdiction would also be responsible for any criminal investigation associated with the aircraft accident and the corresponding release of information or updates to aircraft accident victims and their families. Police may hold personal effects as evidence for their criminal investigation. The police of local jurisdiction may also have information on the list of hospitals or other medical centers where accident victims have been brought. The air operator may seek to coordinate with the police to confirm these locations to mobilize personnel to provide assistance. It should be noted that the RCMP may assume jurisdiction for accidents with national security implications.
• (c) Paramedic services are responsible for emergency medical treatment. Following an aircraft accident, paramedic services may arrive at the accident site and coordinate medical operations, including to triage the aircraft accident victims. Paramedic services also facilitate the transportation of victims requiring emergency medical attention to medical facilities. Paramedic services may also coordinate with provincial or territorial coroners or medical examiners if there are fatalities associated with the accident.

Federal Government

(1) Public Safety Canada, under the authority of the Minister of Emergency Management and Community Resilience, is responsible for the coordination of Canada’s Federal Emergency Response Plan (FERP), which harmonizes federal emergency response efforts with provincial and territorial governments, non-governmental organizations, and the private sector. Per the National Emergency Response System, the Government of Canada may take on additional roles and responsibilities at the specific request of a province/territory. This request is normally made if the emergency threatens to overwhelm local resources or capabilities. Public Safety does not have a proactive role in the delivery of victim and family assistance but may take on responsibilities associated with any activation of the FERP.

(2) The Royal Canadian Mounted Police (RCMP) serves as Canada’s national police service and the local police of jurisdiction in many regions of Canada. Depending on the cause of an aircraft accident and its location, the RCMP may have a range of responsibilities, particularly:

• (a) Criminal Investigations: Following an aircraft accident, the RCMP would be responsible for any criminal investigation where they are the police of local of jurisdiction. The RCMP may also assume jurisdiction for accidents or incidents that may implicate national security. Where it leads investigations, the RCMP would also be responsible for providing updates to victims and families and managing personal effects held as evidence.
• (b) Victim Accounting: The RCMP may also have information on the list of hospitals or other medical centers where accident victims have been brought. The air operator may seek to coordinate with the RCMP to confirm these locations to mobilize personnel to provide assistance.
• (c) Specialized Support and Expertise: The RCMP maintains personnel and resources specialized in managing mass casualty incidents, such as an aircraft accident – including capacity at their headquarters to deploy in support of victims and families.

(3) Transport Canada works to support air operators and airport operators in the development and coordination of plans in support of aircraft accident victims and their families. Consistent with Subsection 6(1) of the Emergency Management Act, Transport Canada, on behalf of the Minister of Transport, also has a role supporting coordination between relevant organizations to help ensure that accurate information and effective assistance is provided to the aircraft accident victims and their families. Over the course of its response to an aviation occurrence, Transport Canada may monitor the number and status of accident victims and families and verify that implicated air operators and airport operators are providing victim and family assistance. Transport Canada may also coordinate, as needed, between victim and family assistance providers who may otherwise have difficulty coordinating their plans.

(4) The Transportation Safety Board (TSB) is the independent federal agency responsible for investigating aircraft accidents and incidents. The TSB will share verified facts and updates on investigation progress, when possible. As per the TSB guidance document for providing information to Families, Loved Ones, and Survivors (FLS), the TSB FLS liaison can arrange interviews with the investigator, provide an update on the progress of the investigation when information can be shared; and answer general questions about the investigation process.

(5) Global Affairs Canada (GAC) leads the conduct of diplomatic and consular relations. GAC may provide diplomatic and consular support when an accident in Canada implicates citizens of other countries, or when an accident takes place abroad involving Canadian citizens and/or permanent residents.

(6) Immigration, Refugees and Citizenship Canada (IRCC) leads the provision of immigration services and Canada’s passport program. In accordance with Annex 9, 8.38 to 8.42 of the Chicago Convention, IRCC maintains policies and practices that allow it to respond to events such as an aircraft accident. In response to emergency situations impacting Canadian citizens, permanent residents and foreign nationals, depending on the circumstances, IRCC may pursue measures, such as replacing documents that have been damaged or destroyed, prioritizing the processing of certain applications, and waiving associated fees.

(7) The Canada Border Services Agency (CBSA) manages Canada’s border and the flow of travelers and trade. The CBSA may have a role facilitating the movement of victim and family assistance providers into Canada, as well as victims’ families travelling from abroad. Following an accident in Canada involving an international flight, the CBSA may also attend designated areas at the airport or equivalent locations to process passengers and goods.

(8) The Canadian Transportation Agency (CTA) issues licences and charter permits for air operators to transport passengers and goods. The CTA may issue documentation on an emergency basis should they be necessary to support the delivery of assistance or transportation of victims and their families, as well as personal effects and the repatriation of remains.

(9) Health Canada (HC) and the Public Health Agency of Canada (PHAC). Under the FERP, provinces and territories lead the delivery of health and social services to aircraft accident victims and their families, with federal support provided upon request. PHAC and HC support provincial and territorial authorities through coordination, specialized health expertise, operational support, and population‑level public health and psychosocial functions, rather than direct clinical or victim and family assistance services.

Third Party Organizations

(1) While air operators and airport operators retain responsibility for their roles in the delivery of victim and family assistance, they may delegate or contract aspects of their plans to third parties. In many cases, third party organizations have specialized resources and personnel that make them uniquely qualified to support victims and their families after an accident. When planning for victim and family assistance, operators should take into account third parties and the services they may provide. This should be done in the preparedness stage, as opposed to after an accident has occurred.

(2) The Canadian Red Cross is equipped to provide emergency social services, including site coordination, clinical health services in emergency contexts, recovery case management – which includes referrals to a range of supports, and direct psychosocial support services anywhere in Canada. In some cases, local authorities may have established contracts with the Canadian Red Cross as a component of their emergency response plan. The Red Cross can also manage the administration and distribution of funds to victims and their families, including direct distribution or payment to vendors (e.g., mental health providers, specialized medical services or therapies, funeral and burial services). Many of the services and expertise provided by the Canadian Red Cross have the potential to fulfill the core elements of assistance to aircraft accident victims and their families.

(3) Crisis Management Firms. Some victim and family assistance providers, such as air operators, contract aspects of assistance to aircraft accident victims and their families to firms that specialize in emergency response. When negotiating a contract with a crisis management firm, victim and family assistance providers should make sure they understand which services the firm will provide. When contracting a crisis management firm, airports and air operators still retain ultimate responsibility for the implementation of their victim and family assistance plans.

(4) Ground Handling Service Providers may have a role in the delivery of assistance to aircraft accident victims and their families, particularly where they represent a substantial portion of an air operator’s presence at an airport. Air operators should discuss victim and family assistance with Ground Handling Services Providers ahead of time to establish expectations and roles and responsibilities. Victim and family assistance could build on the existing arrangements with Ground Handling Service Providers that air operators may have for the implementation of their emergency response plans.

(5) Insurance Companies may have a direct or indirect role in the delivery of victim and family assistance depending on the air operator’s policy and agreements. Air operators should plan ahead to understand what is covered by their insurance policies for the purposes of victim and family assistance, including indemnification for the cost of the victim and family assistance response and whether the insurance company would seek any direct role supporting victims and families. In addition to confirming the types of eligible assistance, the air operator should also be aware any limits or eligibility criteria the insurance company may seek to apply in the delivery of assistance (e.g., which/how many family members are eligible for services per victim).

Appendix B — AAAVF in Context of Emergency Management Components

Appendix C – Template Victim and Family Assistance Plan

1.0 Introduction

1.1 Objective

[Outline the objective of the Plan]

[EXAMPLE: The purpose of this Victim and family assistance Plan is to ensure [Organization Name] is prepared to provide timely and effective assistance to victims and their families following an aircraft accident and that this assistance is coordinated with other organizations implicated in the delivery of assistance.]

1.2 Scope

[Specify the types of events covered by the Plan and when/to whom victim and family assistance will be provided]

[EXAMPLE: This Victim and family assistance Plan covers any aircraft accident or incident in Canada and its territorial waters that involves fatalities or serious injuries to the passengers and crew of [Organization Name]. In such cases, assistance will be provided to aircraft accident victims and their families, including those who may have been unintentionally involved in the aircraft accident.

At the discretion of the Accountable Executive, the Plan may also be used to provide assistance following any other aircraft accident or incident that implicates [Organization Name] or another event that necessitates the provision of assistance to customers or the general public.]

1.3 Activation Criteria

[Specify the procedure and condition under which the Plan will be activated]

2.0 Governance Structure

[Outline personnel with roles in the activation and application of the victim and family assistance plan.]

2.1 Accountable Executive

[Specify a role, ideally an executive, with overarching responsibility for the development, implementation and maintenance of the victim and family assistance plan. This position may also be made responsible for the activation of the Plan following an aircraft accident and acting as a senior spokesperson and liaison with external victim and family assistance providers.]

2.2 Coordination and Command Team

[Specify personnel assigned to action the delivery of assistance to aircraft accident victims and their families. When specifying and organizing personnel, operators may consider using functional areas from the Incident Command System (ICS). The ICS is a modular approach to emergency management that allows organizations to scale their response. Following an aircraft accident, a single incident commander may be used to guide the delivery of assistance. This incident commander could also delegate responsibilities for its Command Team and the other functional areas depending on the size and complexity of the response. ICS is widely used in emergency management – adopting its use for victim and family assistance could help operators integrate with internal and external emergency response plans.]

3.0 Types of Victim and family assistance to be Provided

[List the victim and family assistance tasks covered by the Plan and the procedures through which they will be provided. Relevant procedures may include designated personnel, resources, or relevant contracts with third party organizations.

[EXAMPLE: Notification of Involvement

Air operator staff [or third-party organization if contracted to deliver this service] will notify family members of their loved one’s involvement in the accident.

Notification will occur as soon as possible after the accident occurs and before any such information is released to the public. Should a family member contact the air operator before the list is fully verified, [Organization Name] will still indicate that the person was believed to have been on board, if they are on the list.

[Organization Name] will proactively contact family members to provide notification of involvement based on available emergency contact information of victims aboard the aircraft. Notification will also be provided reactively in response to calls to operators phone lines and in-person should a family member arrive on scene and identify as a family member. Notification will be provided via the script in Appendix #, which includes additional information on the assistance available to family members.]

4.0 Logistical Support and Resource Requirements

(Describe logistical support and resource requirements. Budgetary requirements should also be identified in this section.)

4.1 Coordination with External Victim and Family Assistance Providers

[List external organizations who have a role in the delivery of victim and family assistance. Air operators should consider developing a specific list for each airport or region they service to help tailor the Plan to each context.]

4.2 Contracts and Agreements

[List contract and agreements necessary to support the Plan. Considering including applicable documents as annexes to the Plan]

4.3 Financial Management

[Specify any specific budgetary allocations or related information to support the implementation of the Plan. This may include arrangements with insurance providers. Identifying a budget and sources of funds before an accident occurs can help ensure a more time effective response.]

4.4 Surge Capacity

[The means through which the operator will acquire additional surge capacity, as needed, to support the delivery of victim and family assistance (e.g., through employee and volunteer networks or a third-party service provider.]

5.0 Testing, Review, and Maintenance

[Outline the procedures to be followed with regards to testing, exercising, maintaining and reviewing the victim and family assistance Plan.]

AC ADM-002 - Assistance to Aircraft Accident Victims and their Families
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