Family Assistance Center During a Mass Fatality Event Using 2-1-1 as

the Primary Point of Contact

David Jobe, LMSW, CIRSDirector, Information & Referral

Sandra Ray, CIRSManager, Information & Referral

2-1-1 Texas/United Way HelplineUnited Way of Greater Houston

Overview• Definition of Mass Fatality Event • Describe the Purpose and Primary Functions of

the Family Assistance Center• Best Practices for Call Center Guidelines and

Procedures within the Family Assistance Center– Missing Persons

• Why important to determine WHO is missing• Reported vs Truly missing• Examples• Missing persons operations

• Understand the Need for Communication and Collaboration During a Mass Fatality Event.

Definition• MASS FATALITY-any event whether man-made

or natural resulting in more deaths than the local available resources can handle.

Outside the Norm• Differs from day-to-day death care

procedures.

Takes a Village• Will require support from numerous

agencies/organizations.

Reunification• Overall purpose of a mass fatality response is

the reunification of surviving family members with their deceased loved ones.

Reunification thru Identification• Requires the scientific identification of the

deceased.

Investigation• The identification process is an investigative

process.

Three Major Operations• Human remains recovery• Temporary morgue operations• Family Assistance Center operations

Human Remains Recovery• Carefully and respectively recovered from the

incident site.

Temporary Morgue Operations• Post mortem data is collected

Family Assistance Center Operations

• Ante mortem data is collected.

Identification• Ante mortem data is compared to post

mortem data.

Closed vs Open Incident• Closed-know the identities of the deceased

from the onset of the incident

Closed vs Open Incident• Open-the identities of the deceased is NOT

known from the onset of the incident• True list of the missing must be determined.

Where 2-1-1 FITS IN!

Who’s Really Missing?• Determine what ante mortem data needs to

be collected.• Not invest time, energy and resources looking

for someone who is alive• Maximize resources

Reported Missing vs. Truly Missing• Especially in open population incidents, there

is a large disparity between the reported missing and those who are TRULY missing.

Hurricane KatrinaReported Actual

13,197 910

Joplin TornadoReported Actual

1300 158

Missing Persons• Reported missing persons investigated• True list eventually determined.• MUST work in concert with the mass fatality

response effort.

Expertise• Law enforcement handles missing persons

cases EVERY DAY.

2-1-1 Role with Missing Persons• Take initial missing persons reports• Gathers other information pertaining to

missing persons• Gathers additional information• NOT: – Grief counselor– Spiritual advisor/counselor

Variety of Calls• High probability of missing/deceased• Slight probability of missing/deceased • Vague calls• Duplicate/multiple calls• Duplicate call but different name• Questionable/False reports• “Twilight Zone” calls!

Variety of Callers• Calm, reasonable, and knowledgeable.• Little known about missing/deceased.• Upset and grieving.• Mad.• Confused.• Distrustful• Repeat callers

Confidentiality• ALL information is STRICTLY confidential• NEVER release information on missing persons

status• Law enforcement, medical examiner or other

agency will contact the LEGAL NEXT OF KIN

Patience• Families will be frustrated, angry, confused

and full of emotions• Can get worse as time goes alone• Elderly• Mentally challenged

Compassion• Be compassionate• Don’t give feel of salesman or telemarketer• Take your time with caller-Don’t’ rush (But remember, phone lines are needed for other callers so don’t linger any more than necessary)

Missing Persons

• “Thank you for calling, may I please get some information?”

• Complete the Call Center Intake Form as completely as possible

• End call by saying, “I appreciate your call. You do NOT need to call 9-1-1. This information will be given to the appropriate agency dealing with missing persons, someone will be in touch with you as soon as possible”

• Remember-do NOT promise a call back time

Request info on Missing Person

• “Our center only gathers information. Law enforcement, Search and Rescue teams and others have access to this information and are actively using it to locate missing persons.”

• “We appreciate your concern but cannot give out information to anyone”

• Refer caller to the ARC Safe and Well website-www.safeandwell.org

Intake Information

• Investigative process-Chain of custody/evidence must be maintained• Need to know WHO gathered info• May need to contact that person• Complete missing persons report

• Date and Time of call

Caller Information

• Name-person calling• Phone Numbers-home, cell, work. Get BEST

number• Address:• Complete record• May need for purposes of contacting caller

Missing Persons Information

• Name• Get proper name along with nick names

and/or other alias.• Insure correct spelling

• Relationship-Need to know how the caller is related to the missing individual.

Missing Persons Information

• Last Know Location and Date:• Be as specific as possible• Will aid in missing persons investigation• Help prioritize investigations• Possible link other cases

Missing Persons Informnation

• Primary Next of Kin - Make decisions concerning: • Remains release• Fragmented remains• Personal Effects• Final disposition•Death certificate

Missing Persons Information

• Where the Person Lives• Aids in the investigation• Preparation of death certificate• Connect missing individuals

Missing Persons Information

• Where the Person Works• Connect multiple missing persons• Assistance from employer• Associate remains with company-•Clothing •Vehicles

Missing Persons Information

• Social Security Number• Help track a person• Death certificate preparation• Connect multiple reports with different

names

Missing Persons Information

• Why does the caller believe the Person was in/around the incident location?• Missing person category• Help investigators locate the missing

person• Aid in prioritizing cases

Other Information

• Other information• Any additional information not captured

already that may aid in the investigation of the missing person

• Location missing person liked to frequent• Other persons missing person may be• associated with

Follow up with the Caller

• Important to get GOOD contact information• May differ from contact information

above• Prevent delays in contacting family

members

Follow the Script

• Gives guidance• Provides continuity of operations • Consistent message• Prevents “doing your own thing”• Consistent data collection

• Streamline operations• Easier more efficient OJT and/or JITT

Make NO Promises• Avoid statements such as:– “someone will find them”– “I’m sure everything will be OK”– “I’m sure they are alive somewhere”

• Use wording such as:– Hopefully– Possibly– Maybe– Sometime soon

Return Calls• Don’t confirm or promise a time someone will

return the call• Explain return call process• May have to reemphasize the call centers roll

in the process

Threatening Callers• Obtain as much contact information on the

caller possible• Immediately notify the FAC Family

Management Unit Leader

Keep Stated Purpose in Mind• Obtain missing persons information• Pass information along to authorities• We are NOT:– Medical Examiner’s representative– Counselor– Investigator– Mass fatality experts

Thank YouDavid Jobe, LMSW, CIRSdjobe@unitedwayhouston.org713-685-2309

Sandra Ray, CIRSsray@unitedwayhouston.org713-685-2469