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. - - " " . February 28, 2014 Seaborne Airlines 1210 Watergut Christiansted, VI 00820

Dockets- Dockets OST 96-1960 U,S, Department ofTransportation 400 Seventh Street SW, Room PL401 Washington, DC 20590

RE: Seaborne Airlines 

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Effective October 1, 2013, Seaborne Airlines has entered into contract with Empathia, Inc, for provision of aviation disaster response and family assistance services, Inthe event of an aviation accident or incident, Empathia will provide the following services on behalf of Seaborne Airlines:

• Crisis Call Center Services

• Family Assistance Services

• Assistance in establishing the JFSOC and Family Assistance Center

• Crisis Support for the employees of Seaborne Airlines Empathia also provides training for Seaborne Airlines personnel on aviation disaster and family assistance issues, The document attached described how Seaborne Airlines will address the airline victim support tasks within the Federal Aviation Disaster Family Assistance Plan, ~hould you ha~e questions, please feel free to contact me at



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Dani J, Auslander Director of Safety and Regulatory Compliance Seaborne AirlinesDATE 

## Plan for Addressing the Needs Of Victims, Family Members and Loved Ones Involved In anAviation Disaster Submitted February 28,2014

Submitted to: The National Transportation Safety Board

and The U.S. Department of Transportation



## By Seaborne Airlines

24 Hour Contact Infonnation
Name Title Office 

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## J.Auslander Director of Safety Courtney Hentz Security Coordinator

, 017Seaborne Airlines' Plan to Address the Needs of Families of Passengers Involved in an Aircraft Accident 

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CONTENT/ASSURANCE 1) A plan for publicizing a reliable, toll-free telephone number and for providing staff to 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 that the notice described in paragraph (2) will be provided to the family of a passenger as soon as the air carrier has verified that the passenger was 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 assurance that, upon request ofthe family of a passenger, the air carrier will inform the family ofwhether the passenger's name appeared on a preliminary passenger manifest for the flight involved in the accident

February 18, 2014 DESCRIPTION Seaborne Airlines has partnered with Empathia, Inc., whose trained mental health professionals will represent Seaborne Airlines atthe time ofan accident; Empathia retains a dedicated toll-free number for Seaborne Airlines and aCrisis Call Center will be operationally for Seaborne Airlines to release itstoll-free inquiry number via the media, within 1 hour of accident notification. Some 100 

### +staff will 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 arigorous 6- hour training developed and conducted by Empathia, Inc., inwhich 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 recurrent training, exercises or drills annually. Crisis Call center staff are managed by individuals with more 10-25 years of critical incident and disaster response experience. Seaborne Airlines will securely transmit the preliminary manifest to Empathia for upload into its information system so that within one hour, Crisis Call Center staff may begin processing calls. Empathia staff deployed to Family Reception Centers at departure/connecting/destination airports will provide notifications in person. Notification begins with advising the family member that their loved one's name appears on a preliminary/unverified manifest (meaninghe/she heldareservationfortheflight),followed by an explanation of what happens next (boardingdocumentsfromdeparturestation arecollectedandcomparedtopreliminarylist).Once the reconciliation process iscompleted and the carrier declares the manifest .confirmed", follow up calls to families with whom contact was made when only the preliminary listwas available, are made. All notifications are date and time stamped within the information svstem. 20164) An assurance that the air carrier will provide tothe Director of Family

Support Services designated for the accident under section 1136(a)(1) of this title (NTSB Office ofTDA) and to the organization designated for the accident under section 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 that the family of each passenger will be consulted about the disposition of all remains and personal effects ofthe passenger within control ofthe air carrier. 6) An assurance that if requested bythe family of a passenger, any possession ofthe passenger within control ofthe air carrier (regardlessofits condition), will be returned to the family unless possession is needed for the accident investigation or any criminal investigation. 7) An assurance that any unclaimed possession of a passenger within control ofthe air carrier will be retained bythe air carrier for at least 18 months. 8) An assurance that the family of each passenger will be consulted about construction bythe air carrier of any monument to the passengers, including any inscription. 9) An assurance that the treatment offamilies of nonrevenue passengers (and anyothervictim oftheaccident)will be the same as the treatment ofthe families of revenue passengers.

February 18, 2014 Seaborne Airlines will provide a copy ofthe passenger list to the NTSB at any time upon request. Staff within Seaborne Airlines' headquarters-based Emergency Operations Center will clearly designate the listas "Preliminary! Unverified" or "Confirmed". Pursuant to NTSB Guidance forManifest Distribution Control, Seaborne Airlines agrees that the NTSB Transportation Disaster Assistance division determine local, state andfederal authorities towhom the manifest should be released, including the Red Cross. Seaborne Airlines has partnered with BMS Global to ensure the proper retrieval and return of passengers' personal effects inthe event ofan accident. On-line catalogs are created and made available to passengers orfamily members so that associated and unassociated effects can be properly returned. Outside ofthe 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 aswell as area funeral directors to repatriate human remains to victims' communities. Seaborne Airlines and on its behalf, Empathia Family Assistance Specialists, will ensure that input from every passenger family issolicited, compiled and analyzed before such decisions are made. The families of all persons on board the affected aircraft (passengersandcrew)aswell as victims on the ground will be provided with the same type and scope ofservices including but not limited to: ACrisisCallCenterSpecialistwhowillofferinformation, supportandlogisticalassistancefortraveltotheaccidentcity; AFamilyAssistanceSpecialistwhowillserveasaprimary pointofcontactandsourceofassistancewhilethefamilyisat the FACorprovidesameservicesinfamilies' hometowns; Logisticalsupportincludingtransportation,lodging,security, communicationsandincidentalsforthefirstseveraldayspost accident.

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## CONTENT/ASSURANCE 10) An assurance that the air carrier will work with any organization designated under section 1136(a)(2) ofthis title on an ongoing basis to ensure that families of passengers receive an appropriate level of services and assistance following each accident. 11) An assurance that the air carrier will provide reasonable compensation to any organization designated under section 1136 (a) (2) ofthis title for services provided bythe organization.

12) An assurance that the air carrier will assist the family of a passenger in traveling to the location ofthe accident and provide for the physical care of the family while the family is staying at such location.

February 18. 2014 

## DESCRIPTION
Seaborne Airlines will workwith the Red Cross in planning and coordinating childcare, mental health support, spiritual care and an interdenominational memorial service. Representing Seaborne Airlines, Empathia will assign trained responders as Call Center and Family Assistance Center Specialists for each passenger/ crewl ground victim family. Upon conclusion ofthe days at the FAC, Empathia will work directly with the Red Cross on Seaborne Airlines' 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 center will help ensure that all accident-related costs are appropriately tracked. Coordinating with its insurers and with proper documentation, Seaborne Airlines will reimburse all vendors and pro\~ders for services rendered. Working directly with family members and representing Seaborne Airlines, Empathia Call Center Specialists assess family members' travel preferences (when, how,willingnessto travelonaffectedcarrier,etc)and submit travel requests to a large 

### 24nAmerican Express Travel organization. The Call Center Specialist remains the family's point of contact and will ensure that the final reservation meets their needs and preferences. A notation thatthis 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 for these individuals. An escort for the entire travel route can bearranged ifdesired. Seaborne Airlines will be responsible for all costs associated with travel as well as families' accommodations, ground stay at the Family Assistance Center (FAC). Carrier Family Assistance staff will 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 ; DESCRIPTION 13) An assurance that the air carrier will commit sufficient resources to carry Seaborne Airlines recognizes that expenditures associated out the plan. with an aircraft accident will be immense. Italso understands that families' opinions ofthe carrier will largely be based on their perceptions
- of how:



## . quickly information is provided

. genuine and compassionate Seaborne Airlines is



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## - well the carrier isaddressing their needs Empathia's network of more than 14,000 responders ensures sufficient staffing world-wide. Seaborne Airlines and its insurers also commit immediate financial resources to ensure that families' needs are met. 14) See Assurance 

### #3 regarding notification process 15) An assurance that the air carrier will provide adequate training to the Inaddition to providing initial and re-current training for employees and agents ofthe carrier to meet the needs of survivors and Seaborne Airlines reservation, headquarters-based family members following an accident. Emergency Operations Center and FAG-based team members, Empathia maintains acadre 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 support to families who may gather atairports rather than asking Seaborne Airlines staff orground handlers to perform these tasks. 16) An assurance that the air carrier, inthe event that the air carrier Seaborne Airlines clearly recognizes the benefit in volunteers assistance to United Statues citizens within the United States, coordinating family assistance efforts with the NTSB and the with respect to an aircraft accident outside the United States involving Department of State and would consult with both agencies major loss of life, the air carrier will consult with the Board (NTSB) and should this situation ever arise. the Department of State on the orovision of assistance. February 18, 2014 50f6- ._-- - --- -

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## CONTENT/ASSURANCE DESCRIPTION

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### _-17) An assurance that, inthe case of an accident that results in significant Seaborne Airlines 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 carrier will 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 Seaborne Airlines' 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, inthe case of an aCcident inwhich the NTSB conducts a public hearing or comparable proceeding at a location Through its partnership with BMS Global, Seaborne Airlines greater than 80 miles from the accident site, the air carrier will ensure will have access to the equipment and professional expertise that the proceeding is made available simultaneously by electronic required to establish and staff viewing 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 eech destination city ofthe air carrier's flight, ifthat city is located in the location in order to offer support tofamilies as they view these United States. proceedings.

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