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Ju!y 19,2013 Dockets- Dockets OST 96-1960 US, Department ofT,ansportation 400Seventh Street S.w. Room PL401 Washington. DC 20590

RE: PlantoAddress the Needs ofFamilies ofPasser-gers Involved inAircraftAccidents - Submission for Shuttie America Corporation

Towhom it may concern: This purpose ofthis letter Istoinform youthateffective Juiy26,2013 ailcharterflights underthe operational control ofShuttle America Co'poration will becovered, asoutlined. intheattached plan. The procedures comp,lywith the requirements oftheAviation Disaster Famiiy Assistance Actof :996, asweil asthe requirements specified inVision 100. Shouldyou havequestions. pleasefeelfreetocontact, EDoiinar@rjel.com Sincerely. !

Ellen Dolinar SeniorManager, Corporate Safety

Ene.

8909 Purdue Road, indianapolis, Indiana 46268.July 18,2013 .(, 

# SHUTTLE AMERICA A REPUBLIC AIRWAYS COMPANY i-~



# Plan for Addressing the Needs Of Victims, Family Members and Loved Ones Involved In an Aviation Disaster Submitted July 19,2013

Submitted to: The National Transportation Safety Board

and The U.S. Department of Transportation

1of7Ju!y 18.2013 

### SIIUTTIF AIVlHnC!~

, 

### .



# Shuttle America Contact Information

24-Hour Emergency Number

Contact Personnel: Michael Lachner Director of Safety

Ellen Dolinar' Senior Manager, Corporate Safety

2of."Fulfillment of Airline Victim Support Tasks
- Shuttle America Empathia on Tasks Shuttle America behalf of Shuttle America (1) Notify the NTSB communications center at (202) 314-6290 immediately upon ./ knowledge of an Incident. Provide: a) Place of Incident (or general vicinity of Incident), number of passengers and crew ./ based on preliminary departure information and number of injured and fatalities (if ./ known). b) Flight number, origination, connection points and final destination (if known), and ./ *Empathia whether the flight was domestic or international. Specialists, trained mental health c) Name and telephone number of the person/persons in charge of the air carrier's professionals, humanitarian response, passenger manifest reconciliation, and family notification 

# '" conduct family notification via process'. Disaster Gall Gtrand d) Name, telephone number and location of the facility designated as the Family in-person atAirport on behalf of Republic Assistance Genter (FAG) and JFSOC. 

# '" (2) Provide the NTSB, upon request, the most current reconciled copy ofthe passenger manifest, numbering /annotating each with date and time so that current version is 

# '" distinguishable from previous copies. (3) Provide the public a reliable publicized toll-free number with sufficient telephone 

# '" '" capacity. Release to Media Maintained bv Emnathia (4) When disseminating the toll-free number, ask the media to request that the toll-free number be used only bythose who have reason to believe afamily member orfriend 

# '" was a passenger on the accident flight. 

## (5) Emphasize in the media notice that, upon initial contact with the air carrier, family members will receive basic accident flight and point of contact information as the first 

# '" steps of air carrier humanitarian support.

July 18.2013 3of7Empathia on Tasks Shuttle America behalf of Shuttle America (6) Ask the media to reemphasize the name of the carrier's involved, the accident flight number, airport of origination, connection, and final destination. ./' 

### (7) Provide the media with continuous updates on the progress ofthe notification process, such as providing the number ofvictims' families notified as of a certain time and the ./ ./ remaining to be notified. This process will continue until all victims' families have been Data provided to notified. Republic by Empathia Disaster Resnonse Call Ctr 

### (8) Modify normal "on hold" messages during an accident response to eliminate music, sales information, and similar non-accident related messages. ./' 

### (9) Provide timely notification to family members, inciudinginforming the family ifthe ./ passenger's name appears on a preliminary manifest. Updated information will be Notification provided as soon as available. Performed by Specialists (10) Provide notification to family members prior to releasing passenger names to the 

# .r public. Notification Performed by Call CtrSnecialists (11) Inform family members at the time of notification or soon thereafter of the American ./ Red Cross family care and crisis assistance available atthe FAC and after families Performed by return home. CallCtrSpecialists (12) Secure facilities atdeparture, arrival, and connecting airports where family members may be initially gathered to protect them from media and solicitors, as well as to ./ receive continuous updates on the reconciliation of the passenger manifest and other Staffed byAirport information on the Incident. Be prepared to provide assistance to special needs ./ FamilyWaiting Area populations per the American Disability Act (ADA). Inform families that their loved Specialists ones were on board the plan that crashed. (13) Secure afacility to be used as the FAC. ./

July 18, 2013 4of7Empathia on 

### Tasks Shuttle America behalf of Shuttle America


### (14) Make provisions for a JFSOC to include space, communication and logistical support ./ for the assisting local and Federal staff. ./ Logistical assistance 

### (15) Provide logistical support to family members who desire to travel to the Incident site ./ (or to a hospital location), which includes. but is not limited to, transportation, lodging, ./ Coordinated by security, communications, and incidentals. Specialists 

### (16) Assist family members as they travel to and from the Incident site by informing flight crews and airport personnel that family members are on particular flights. Assist families as they depart the accident city and provide a contact person who will ./ continue to be the air carrier's interface following their return to their residence. 

### (17) Provide a contact person to meet family members as they arrive and accompany ./ them at the Incident site. This person will be responsible for assisting the family while FAC Specialists; at the site and should continue to be the airline interface with the family until the CallCtrto remain family returns to their residence. operational fora period afterwards as directed bvRenublic 

### (18) Maintain daily contact with family members who do not travel to the Incident site by ./ providing a contact person from the air carrier until the on-site investigation has ./ Call etr Specialists: concluded. then transition to Airline 

### (19) Designate and deploy an individual who will be the airline's representative to the Director ofTDA. This individual will travel to various locations, such as accident site, morgue, JFSOC, and Family Assistance Center with the Director of TDA. The ./ designated individual should have the authority or ready Access to those who have sufficient authority to make decisions on behalf of the airline. 

### (20) Establish an exclusive badge system to identify family members: coordinate with the ./ ./ NTSB as necessary on specifications. (Supplier: Global BMS) Operational assistance

July lB. 2013 5017

### Empathia on Tasks Shuttle America behalf of Shuttle America ,( ,( 

### (21) Participate indaily coordination meetings to reviewdailyactivities, resolve problem areas andsynchronize future family support operations and activities.
(22) Make provisions forprivate areaswithin the hotelfor DMORT and medical examiner personnel tocollect ante mortem information from families atthe site. ,( 

### Also provide quiet space and communications for DMORT and medical examiner ,( 

### Logistical personnel totelephonically collect ante mortem information from families whoare assistance notatthe FAC. (23) Beawarethat crisis counseling and DMORTfacilities arealso used asvenuesto informfamilies when positive identification hasbeen made. ,( ,( 

### (24) Provide DOS representative necessary information onforeign passengers to ,( 

### facilitate interaction with appropriate foreign government embassies. ,( 

### CallCtrcollects citizenshipinfo (25) Establish ajoint liaison withARC ateach supporting medical treatment facilityto trackthe status ofinjuredvictims andto provide assistance totheirfamilies. ,( ,( 

### FACSpecialists (26) Develop procedures for handling ofpersonal effects released bythe NTSBorthe FBI iftheaviation disaster isdeclared acriminal act. Retainfor atleast 18months. ,( 

### (27) Consultwith family members about anyairline-sponsored monument, including any inscriptions. ,( 

### (28) As required bytheAviation Disaster FamilyAssistance Act of 1996, provide reasonable reimbursement totheARC forthe services provided tothefamily, airline, and Supporting personnel. ,( 

### (29) Provide the samesupport andtreatment offamilies ofnon-revenue passengers or anyothervictim ofthe accident (forinstance, ground fatalities) as is providedfor revenue oassenaers. ,(

July 18, 2013 60f7Empathia on Tasks Shuttle America behalf of Shuttle America 

# .r

(30) In the event that the NTSB conducts a public hearing or comparable proceeding at a location more than 80 miles from the accident site, ensure that a simultaneous transmission of the proceeding is made available to family members at a location 

# .r open to the public at both the origin city and destination city of the accident flight.
(31 ) In the event of an accident involving major loss of life that occurs outside the United States, and the air carrier volunteers assistance to US citizens within the United States, the air carrier will consult with the Board and the Department of State on the 

# .r provision of the assistance (as per AIR21 legislation) (32) In the event that the investigation determines that the accident isthe result of a criminal act, coordinate with the FBI OVA in arranging meetings with family members to explain their rights as v.ictims of a Federal crime. 

# .r .r

July 18, 2013 7017