### DATE: 3/24/2014 Dockets- Dockets OST 96-1960 U.S. Department ofTransportation 400 Seventh Street S.W. Room PL 401 Washington, DC 20590

RE: DynamicAirways 701 N. Terminal Service Road Greensboro, NC 27409

Effective 2/28/2014, (Airline), Inc. has entered into contract with Empathia, Inc. for provision of aviation disaster response and family assistance services. In the event ofan aviation accident or incident, Empathia will provide the following services on behalfof DynamicAirways:

• Crisis Call Center Services

• ·FamilyAssistance Services

• Assistance in establishing the JFSOC and Family Assistance Center
·' 

### .**~** .". Crisis s'upportforthe employees of DynamicAirways Empathia also provides training for (Airline) personnel on aviation disasterand family assistance issues. The document attached described how (Airline) will address the airline victim supporttasks within the Federal Aviation Disaster FamilyAssistance Plan. Should you have questions, please feel free to contact me at , Sincerely,



### Rob Bunce /' Director, Safety and Security 

### DynamicAirways.DATE 

## Plan forAddressing the Needs Of Victims, Family Members and Loved Ones Involved In an Aviation Disaster

Name Rob Bunce 

## Submitted-(3/24/20141

Submitted to: The NationalTransportation Safety Board and The U.S. Department ofTransportation By 

# DynamicAitw'ays

24 HourContact Information

Title DirectorofSafety Office# Cell#

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### Dynamic Airways 's Plan to Address the Needs of Families ofPassengers Involved in an Aircraft Accident
CONTENT/ASSURANCE 1) A plan for publicizing a reliable, toll-free telephone number and for providing staffto handle calls from families ofthe passengers

,,
2) A process for notifying families ofthe passengers, before proving any public notice ofthe names ofthe passengers,
.... utilizing

... suitably trained individuals

3) An assurance thatthe notice described in paragraph (2) will be provided to the family ofa passenger as soon as the air carrier has verified thatthe passengerwas aboard the aircraft (whether or not the names of all ofthe passengers have been verified) and, to the extent practicable, in person. Later amended to read: 14)An assurancethat, upon request ofthe family of a passenger, the air carrierwill inform the family ofwhetherthe passenger's name appeared on a preliminary passenger manifestforthe flight involved in the accident

February 18, 2014 

### DESCRIPTION 1 Dynamic Airways has partnered with Empathia, Inc., whose trained mental health professionals will represent Dynamic Airways at the time ofan accident; Empathia retains a dedicated toll-free numberfor Dynamic Airways and a Crisis Call Centerwill be operationally for Dynamic Airways to release its toll-free inquiry numbervia the media, within 1.hour ofaccident notification. Some 100 

### +staffwill process inquiry calls placed to this toll-free number.

Empathia's Crisis Call Center staff is masters' and doctorate level mental health professionals with at least 5 years of professional experience post-master's degree. All have successfully completed a rigorous 6- hourtraining developed and conducted by Empathia, Inc., in which the role is performed and individual performance, evaluated. To maintain familiarity with this very specialized role, the Crisis Call Center staff must participate in at least 6 hours of recurrenttraining, exercises ordrills annually. Crisis Call centerstaff are managed by individuals with more 10-25 years ofcritical incident and disaster response experience. Dynamic Airways will securelytransmitthe preliminary manifestto Empathia for upload into its information system so thatwithin one hour, Crisis Call Center staff may begin processing calls. Empathia staffdeployed to Family Reception Centers at departure/connecting/destination airports will provide notifications in person. Notification begins with advising the family memberthat their loved one's name appears on a preliminary/unverified manifest (meaning he/she held a reservation forthe flight), followed by an explanation of what happens next (boarding documents from departure station are collected and compared to preliminary list). Oncethe reconciliation process is completed and the carrier declares the manifest "confirmed", follow up calls to families with whom contactwas madewhen only the preliminary list was available, are made. All notifications are date and time stamped within the information system. 2 of6

## CONTENT/ASSURANCE 4) An assurance that the air carrierwill provide to the Director of Family Support Services designated forthe accident undersection 1136(a)(1) of this title (NTSB Office ofTDA) and to the organization designated forthe accident undersection 1136(a)(2) ofthis title [Red Cross] immediately upon request, a list (which is based on the best available information at the tie of the request) ofthe names ofthe passengers aboard the aircraft (whether or not such names have been verified), and will periodically update the list.



### ' 5) An assurance thatthe lamily ofeach passengerwill be consulted about the disposition ofall remains and personal effects ofthe passengerwithin control ofthe air carrier. 6) An assurance that if requested by the family of a passenger, any possession ofthe passengerwithin control ofthe air carrier (regardless of its condition), will be returned to the family unless possession is needed forthe accident investigation orany criminal investigation. 7) An assurance that any unclaimed possession ofa passengerwithin control ofthe air carrierwill be retained by the air carrierforat least 18 months.
8) An assurance that the family ofeach passengerwill be consulted about construction by the air carrier ofany monumentto the passengers, including any inscription.
9) An assurance thatthe treatment offamilies of nonrevenue passengers (and any othervictim ofthe accident) will be the same as the treatment ofthe families of revenue passengers. 

## DESCRIPTION

-- Dynamic Airways will provide a copy ofthe passenger list to the NTSB at anytime upon request. Staffwithin Dynamic Airways's headquarters-based Emergency Operations Centerwill clearly designate the list as "Preliminary/ Unverified" or "Confirmed". Pursuant to NTSB Guidance forManifestDistribution Control, Dynamic Airways agrees thatthe NTSB Transportation DisasterAssistance division determine local, state and federal authorities to whom the manifest should be released, including the Red Cross. Dynamic Airways has partnered with BMS Global to ensure the proper retrieval and return ofpassengers' personal effects in the event of an accident. On-line catalogs are created and made available to passengers or family members so that associated and unassociated effects can be properly returned. Outside of the U.S., BMS can also provide equipment, materials and personnel to establish and staff on-site temporary mortuary services and will work with local and federal authorities as well as area funeral directors to repatriate human remains to victims' communities. Dynamic Airways and on its behalf, Empathia Family Assistance Specialists, will ensure that inputfrom every passengerfamily is solicited, compiled and analyzed before such decisions are made. The families ofall persons on board the affected aircraft (passengers and crew) as well as victims on the ground will be provided with the same type and scope ofservices including

_ but not limited to: - A Crisis Call Center Specialistwho will offer information, support and logistical assistance fortravel to the accident city; - A FamilyAssistance Specialistwho will serve as a primary point ofcontact and source of assistance while the family is at
- the FAC or provide same services in families' home towns;

- Logistical support including transportation, lodging, security, communications and incidentals forthe first several days post accident.
February 18, 2014 3 of6

## CONTENT/ASSURANCE
1O) An assurance that the air carrierwill work with any organization designated under section 1136(a)(2) ofthis title on an ongoing basis to ensure thatfamilies of passengers receive an appropriate level ofservices and assistance following each accident.
11) An assurance that the air carrierwill provide reasonable compensation to any organization designated undersection 1136 (a) (2) ofthis title for services provided by the organization.

,,

12) An assurance that the air carrierwill assist the family ofa passenger in traveling to the location ofthe accident and provide forthe physical care of the family while the family is staying at such location.

February 18, 2014 , '.**,~·,-~:·** 

### DESCRIPTION,''}:
DynamicAirways will work with the Red Cross in planning and coordinating childcare, mental health support, spiritual care and an interdenominational memorial service. Representing DynamicAirways, Empathia will assign trained responders as Call Center and FamilyAssistance Center Specialists for each passenger/crew/ ground victim family. Upon conclusion ofthe days at the FAC, Empathia will work directlywith the Red Cross on DynamicAirways's behalf, to ensure that each family is provided with information and referral to additional support services within their home communities. Should an accident occur, establishing a dedicated cost centerwill help ensure that all accident-related costs are appropriately tracked. Coordinating with its insurers and with properdocumentation, DynamicAirways will reimburse all vendors and providers for services rendered. Working directly with family members and representing DynamicAirways , Empathia Call Center Specialists assess family members' travel preferences (when, how, willingness to travel on affected carrier, etc) and submit travel requests to a large 24/7 American Express Travel organization. The Call Center Specialist remains the family's point ofcontact and will ensure that the final reservation meets their needs and preferences. A notation that this is an accident family traveling to site is placed in each record; station agents and · crew along the path oftravel will be apprised and asked to provide extra care forthese individuals.An escortforthe entire travel route can be arranged ifdesired. DynamicAirways will be responsible for all costs associated with travel as well as families' accommodations, ground stay at the FamilyAssistance Center (FAC). Carrier Family Assistance staffwill be provided with funds to procure items · for individual family members need, such as medications, clothing, toiletries, child care items, etc.

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## CONTENT/ASSURANCE
13) An assurance that the air carrierwill commit sufficient resources to carry out the plan.



## "

14) See Assurance#3 regarding notification process 15) An assurance that the air carrierwill provide adequate training to the employees and agents ofthe carrierto meetthe needs ofsurvivors and family members following an accident.

16) An assurance that the air carrier, in the event that the air carrier volunteers assistanceto United Statues citizens within the United States, with respect to an aircraft accident outside the United States involving major loss of life, the air carrierwill consult with the Board (NTSB) and the Department ofState on the provision ofassistance.
February 18, 2014 

## DESCRIPTION
Dynamic Airways recognizes that expenditures associated with an aircraft accidentwill be immense. It also understands thatfamilies' opinions ofthe carrierwill largely be based on their perceptions
--- of how:

- quickly information is provided

- genuine and compassionate Dynamic Airways is

- organized the response effort

- well the carrier is addressing their needs Empathia's network of more than 14,000 responders ensures sufficient staffing world-wide. Dynamic Airways and its insurers also commit immediate financial resources to ensure thatfamilies' needs are met.

In addition to providing initial and re-current training for Dynamic Airways reservation, headquarters-based Emergency Operations Center and FAG-based team members, Empathia maintains a cadre of more than 5000 responders who have unique experience in communicating with persons in crisis, understanding the effects oftrauma and responding to critical incidents and mass casualty events. This unmatched level of preparedness will allow Empathia responders to provide information, notification and supportto families who may gather at airports ratherthan asking Dynamic Airways stafforground handlers to perform these tasks.

Dynamic Airways clearly recognizes the benefit in coordinating family assistance efforts with the NTSB and the Department ofState and would consultwith both agencies should this situation ever arise.

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## CONTENT/ASSURANCE DESCRIPTION''
17) An assurance that, in the case ofan accidentthat results in significant Dynamic Airways acknowledges that any accident involving damage to a manmade structure or other property on the ground that is an aircraft impacting ground property, insurers and legal not government-owned, the air carrierwill promptly provide notice, in consultants will coordinate outreach to property owners and writing, to the extent practicable, directly to the owner ofthe structure or on Dynamic Airway's behalf, Empathia will provide support other property about liability for any property damage and means for and assistance to victims and victim families. obtaining compensation.


### 18) An assurance that, in the case ofan accident in which the NTSB conducts a public hearing or comparable proceeding at a location Through its partnership with BMS Global, Dynamic Airways greaterthan 80 miles from the accident site, the air carrierwill ensure will have access to the equipment and professional expertise that the proceeding is made available simultaneously by electronic required to establish and staffviewing sites as described. means at a location open to the public at both the origin city and Empathia responders may also be asked to stand by at each destination city ofthe aircarrier's flight, ifthat city is located in the location in orderto offersupportto families as they viewthese United States. proceedings.

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