LOS ANGELES INTERNATIONAL AIRPORT (LAX) FAMILY ASSISTANCE SUPPORT PLAN

Transcription

1 LOS ANGELES INTERNATIONAL AIRPORT (LAX) FAMILY ASSISTANCE SUPPORT PLAN OCTOBER 2017 Previous Version: May 2016 Page 1 Los Angeles World Airports

2 TABLE OF CONTENTS Plan Management/Distribution Plan Amendment Log Important Contacts Section 1: General Plan A. Introduction B. Background C. Plan Development, Maintenance, and Exercise.. 8 D. Objective E. Scope of Operations F. Assurances/Victim Support Tasks (VSTs) 11 G. Proposed Support Locations H. Basic Go-Kit Supplies I. Situation and Assumption J. Reunion of Survivors K. Personnel Assistance/Support L. Assisting Disabled Access and Functional Needs Persons Section 2: Concept of Operations A. Notification and Mobilization B. Meeting Family Members at the Terminal C. Friends and Relatives Center Preparation D. Friends and Relatives Center Procedure E. Transition to Family Assistance Center F. Glossary of Terms and Acronyms Attachments: Attachment A: NTSB Victim Support Tasks and Assurances Attachment B: Samples of Passenger/Friends and Family Inquiry Forms Previous Version: May 2016 Page 2 Los Angeles World Airports

3 PLAN MANAGEMENT/DISTRIBUTION The ( this plan ) is managed by the Los Angeles World Airports (LAWA) Emergency Management Division. This plan is a living document which will be reviewed and revised (as necessary) on a semi-annual basis (May and December) and as warranted. This plan is available to the LAX airline community, partner agencies, and airport stakeholders. An electronic copy of the most current version of the plan can be accessed via the internet by visiting The website is password-protected. All airline station managers and their designee(s) should have access to the website. For assistance with access or to obtain a new password please contact the LAWA Regulatory Compliance Section at Regulatorycompliance@lawa.org. For specific questions regarding the development or management of this plan, please contact Brandy Welch with LAWA Emergency Management at bwelch@lawa.org. This plan is For Official Use Only (FOUO) and should be handled as sensitive information not to be disclosed. This document should be safeguarded, handled, transmitted, and stored in accordance with appropriate security directives. Reproduction of this document, in whole or in part, without prior approval from LAWA Emergency Management Division is prohibited. PLAN AMENDMENT LOG Rev. # Date Contents First Issuance March 2010 Complete Plan cover page #1 April 27, 2010 Interim FAC/ addition of Loyola Marymount University #2 February 8, 2012 Plan updates/edits #3 November 2012 Added the word interim to the plan title Added Key References section Section D - Scope: a) Added the Passenger Reception Area b) Deleted all mention of use of the TBIT Special Events Lounge c) Revised sustainability of an Interim FAC from 12 hours to approximately 8 hours with limited accommodations Deleted specifics of LMU location accommodations, and ground transportation Removed Emergency Management Organizations section Revised Plan Development, Maintenance and Exercise section Consolidated Landside Operations duties with Airport Operations Removed pictures of fixed FAC layout to avoid confusion as to imply the interim FAC needs to be arranged this way Previous Version: May 2016 Page 3 Los Angeles World Airports

4 #4 July 2014 Renamed the plan Removed all reference to Loyola Marymount University Added contacts to the LA City Departments of Recreation and Parks, Disabilities, and Animal Services, and LA Co. Coroner s Office Added language to support and make accommodations for uninjured passengers Added language that the core plan can be applied to non-aviation incidents Added Key Locations matrix with ADA compliance rating Added a map identifying Key Locations Removed reference to the airline Go-Team Added Family Questionnaire and Passenger Questionnaire forms in English and Spanish Identified 6 key locations Added Call Center Section Added Unification of Survivors Section Added Assisting People with Disabilities Section Added Airport Response Team (ART) Section Added additional language in the Situation and Assumptions Added check-in/out form Expanded the Notification and Mobilization Section Expanded the Family Reception Area Preparation Expanded the Family Reception Area Procedure Added the Transition to the Family Assistance Center Section #5 May 2015 Revised list of Passenger Reception Area Revised list of Crew Reception Area Revised list of Reunion Reception Area Revised list of Family Reception Area Updated the Important Contacts Added hotel procurement service providers Revised the Concept of Operations Added Foreign Consulate Coordination Area to the Support Locations Changed name of the plan to LAX FAC Support Plan #6 December 2015 Review/correct formatting and grammar Additional of language regarding NTSB Assurances and VSTs Correction of roles and responsibilities for airport operations and public relations Previous Version: May 2016 Page 4 Los Angeles World Airports

5 #7 May 2016 Addition of language pertaining to NTSB VST and Assurances Amendment to potential service delivery locations Revise Table of Contents #8 October 2017 Change Friends and Relatives Center to Family Gathering Area Update and revision to services delivery areas Addition of Passenger Accountability Group language Previous Version: May 2016 Page 5 Los Angeles World Airports

6 IMPORTANT CONTACTS 24 Hours/ 7 Days LAWA Airport Information (for public) (310) (recorded message) Airport Response Coordination Center (424) Airport Police (424) (emergency) Airport Police Chaplain Harley Broviak (949) , (951) , (949) home Customer Service Representatives (310) Manager Department Operations Center (424) (when activated) doc@lawa.org Public Relations (424) Maintenance Services Division (424) , (310) Employee Information Line (888) LAWA-411 (recorded message) Information Mgmt. Technology Group (424) TBIT-Terminal 2, 24/7 Operations (310) TBITEC 24/7 (310) Duty Manager (773) General Manager Partner Agencies American Red Cross (800) FBI Office of Victim Assistance (310) Los Angeles County Department of Coroner (323) Los Angeles City Emergency Mgmt. Department (213) or emddutyofficer@lacity.org Los Angeles Fire Department Liaison to LAWA (213) cell Los Angeles County Dept. of Mental Health (800) National Transportation Safety Board (202) State Department-Office of Foreign Missions (310) , ext. 301, Tarik Obeidi ofmlosangeles@state.gov Transportation Security Administration (310) U.S. Customs & Border Protection (at TBIT) (310) , (310) Business Hours LAWA Americans with Disabilities Act Coordinator (424) , (323) cell LAWA Emergency Management (424) LAWA Community Relations (424) or 7460 LAWA Information Technology (310) Los Angeles Department on Disabilities (213) Angela Kaufman Los Angeles Animal Services (213) , (888) , Los Angeles Department of Recreation and Parks (818) Brian Lam U.S. Customs & Border Protection (Admin) (310) Previous Version: May 2016 Page 6 Los Angeles World Airports

7 SECTION 1: GENERAL PLAN A. INTRODUCTION The LAX provides operational guidelines to assist uninjured passengers and families and friends of passengers in the early stages of an aviation accident. The resources and processes outlined in this plan can be implemented while the affected air carrier is implementing their procedures for standing up a Family Assistance Center (FAC), which could take anywhere from 8-24 hours. According to National Transportation Safety Board (NTSB) best practices, the FAC should be one that is sustainable and can accommodate the incident long term, if needed. This plan does not supersede an air carrier s response plan to an aviation accident, nor does it allow LAWA to assume responsibility for managing the needs of families affected by an aviation accident. LAWA s objective is to support the affected air carrier and coordinate local partner agencies to meet the short-term needs of uninjured passengers and their families and friends while on LAWA property. At the request of the affected air carrier, LAWA will commit to providing certain resources and assets, including establishing use of LAWA facilities for short term use to support the accident such as the Friends and Relatives Center, the Passenger Gathering Area and a location suitable for Passenger Reunification. The following key support locations will be established, as needed: Passenger Gathering Area (PGA) Crew Gathering Area (CGA) Passenger Reunification Area (PRA) Friends and Relatives Center (FRC) Foreign Consulate Staging Area When the FAC is secured by the air carrier, the site will serve as a centralized location to provide all necessary information and assistance for family members about missing or injured persons, and supports the reunification of the family members with their loved ones. For purposes of this document, the terms family, family members, friends, and relatives are used to refer to those persons who have a relationship to a person involved in the accident. Although these terms have slightly different meanings, they are used interchangeably throughout the document. B. BACKGROUND Federal regulations for air carriers include 18 Assurances air carriers must satisfy in response to an aviation accident affecting passengers. In an effort to better address these assurances, the NTSB developed Victim Support Tasks (VSTs). These are tasks (approximately 100 in total) assigned to specific agencies and organizations (NTSB, air carriers, American Red Cross, etc.) responsible to respond to an aviation accident. The air carriers are tasked with 33 VSTs, which if successfully completed should satisfy the 18 Assurances. A full list of the NTSB s Assurances and the VSTs are included as Attachment A. While Previous Version: May 2016 Page 7 Los Angeles World Airports

8 the air carrier has the primary responsibility for the victims and their families affected by an aviation disaster 1 through these assurances and VSTs, LAWA stands ready to support the air carrier. At the request of the air carrier, LAWA will activate this and help support the uninjured passengers and affected family and friends during the early stage of the incident, while the air carrier works toward securing a hotel or other suitable venue to serve as a FAC. LAWA will provide personnel and logistical support, and assist the air carrier to mitigate the situation. The implementation of this plan is scalable by design. The establishment of support locations and resources will be based on the scope of the accident and the air carriers capability, with the understanding that air carriers with limited presence at LAX may require greater resource assistance from their alliance, supporting partners and LAWA as well as from other air carriers participating in mutual assistance training. One of the key elements to this plan is to identify various support locations which encompass terminal areas, passenger gates, clubs, lounges, conference rooms, park facilities, and a restaurant. Each location has been surveyed with considerations given to the following: Accessibility for those with disabilities and others with access and functional needs Proximity to restrooms and other amenities Privacy from the general public Privacy from the media Controlled environment Non-visibility of the accident site A list of potential support locations and their capacities can be found on page 14. For locations within the sterile area LAWA will assist the affected air carrier in coordination with the TSA to establish a process for issuance of boarding passes and a dedicated screening lane. C. PLAN DEVELOPMENT, MAINTENANCE, AND EXERCISE Plan development and maintenance will ensure that new procedures and necessary documents are developed and kept current. A review of this plan will be conducted on a semi-annual basis, or as needed, to ensure the plan is current. Any changes to the plan will be documented in the amendment log, and the revised plan will be made available on the LAX website. In addition, exercises and/or table top activities will be held on an annual basis to familiarize and practice responsibilities and protocols amongst the coordinating agencies and organizations. 1 Aviation Disaster Family Assistance Act of 1996 and the Foreign Air Carrier Family Support Act Previous Version: May 2016 Page 8 Los Angeles World Airports

9 D. OBJECTIVES The objective of this plan is to outline how LAWA will support the affected air carrier during an aviation accident. LAWA has identified approximately 10 VSTs that LAWA could support the air carrier s response efforts. These include assistance with logistical and communications support, supporting family and friends of passengers, coordinating with air carrier on media support, securing initial facilities for family, passenger and crew areas, connecting those affected with support services, and establishing an open line of communication with NTSB and the Office of Foreign Missions (OFM), if necessary. Injured and deceased passengers will be attended by first responders and other agencies, such as the Coroner and Customs and Border Protection (CBP). Their roles and processes are not outlined in this plan. A primary focus of this plan is to provide families and friends of passengers affected by an aviation accident with a central, safe and secure location to obtain information and support. Separate locations for both uninjured passengers and crew will be established. This plan provides a basic framework for LAWA, the affected air carrier, and local agencies to ensure that families and friends of disaster victims are treated with care, consideration, and compassion. It outlines the roles and responsibilities of partner agencies that may be involved with the accident. While the focus of this plan is to support the affected air carrier it is not intended to supersede the air carriers corporate emergency plan in response to an aviation accident. The core of this plan is also applicable for non-aviation incidents, where there is a need to provide victims families with the support and information they need following a disaster/incident at LAX. In that event, the responsibility will be placed mostly on LAWA and partner agencies to mitigate the disaster/incident, instead of the airline community. The Los Angeles County Operational Area FAC Plan protocol as well as the City of Los Angeles FAC plan can provide planning guidance for FAC related services for a disaster/incident not directly involving the airlines. Please contact LAWA Emergency Management if you are interested in reviewing a copy of either of the plans referenced above. E. SCOPE OF OPERATIONS In the event of an aviation accident, and upon request of the affected air carrier, LAWA is prepared to assist the air carrier to satisfy certain assurances and VSTs outlined in federal regulations. These deal mostly with securing immediate support locations for uninjured passengers, assisting family and friends once at LAX, and media coordination and support. The specific assurances and VSTs supported by LAWA are outlined in more detail in Section E. LAWA has pre-identified potential suitable locations that could be used as support locations upon the request of the air carrier. The model is situational, scalable, and needs-based. Since each aviation accident is unique, the amount of resources, including the need to establish a friends and relatives center and other support locations will be based on the scope of the accident and by the request from the air carrier. Upon request and activation, one or all of the following support locations may be established. Previous Version: May 2016 Page 9 Los Angeles World Airports

10 1. Passenger Gathering Area (PGA) A location near the accident site where uninjured passengers will assemble, be assessed, and be accounted for. 2. Crew Gathering Area (CGA) A location near the accident site where uninjured air carrier crew will assemble, be assessed, and be accounted for. This location will be separate from the Passenger Gathering Area. 3. Passenger Reunification Area (PRA) An area where uninjured passengers and their families will assemble to be reunited. 4. Foreign Consulate Location for consulates and State Dept. of OFM Staging Area to assist with coordination with foreign passengers. 5. Friends and Relatives Center (FRC) A temporary facility that serves as a secure location for family and friends to assemble away from the media and solicitors, and to receive information about the incident. 6. Family Assistance Center (FAC) This is established by the air carrier at a hotel or similar location in the city where the accident occurred and focuses on providing assistance and information to family members affected by the accident. FAC will be managed by the air carrier. If needed, the air carrier should consider utilizing a third party service provider to help procure a hotel property. The service provider may be able to secure large conference/ball rooms, hotel rooms, food services, and other hotel accommodations including billing and administrative assistance. Organizations that may provide these services are the following: Airport Accommodations - (877) Travelliance - (800) A list of potential support locations is included on page 14. Other sites not listed can also be utilized at the discretion of the Unified Command (UC) and in coordination with the Department Operations Center (DOC). The UC is an authority structure made up of first responders where the role of incident commander is shared by two or more individuals, each having authority in their respective agency, e.g., Airport Police (APD), Los Angeles Fire Department (LAFD), and Airport Operations. The DOC is responsible for supporting an incident response through mutual aid and coordination with direction from the UC. The DOC is co-located with the Airport Response Coordination Center (ARCC) which manages day-to-day regular and irregular operations. Previous Version: May 2016 Page 10 Los Angeles World Airports

11 The scope of operations will also include Airport Operations and Customer Service staff taking a supporting role during the early phase of the accident by setting up the PGA at the request of the air carrier and supporting uninjured passengers, and by providing wayfinding to friends and family who arrive at the airport. APD is responsible for securing all necessary perimeters which are not limited to the incident site, but will also include ticket counters the FRC, PGA, CGA, PRA and areas being used by friends and family such as walkways, curbside and parking structures. LAWA Airport Operations staff may also assume leadership roles at the support locations, as needed. In support of the incident, the DOC will be elevated to the appropriate level and staffed with key representatives from both LAWA and partner agencies. The DOC is a coordination center where activities to process and disseminate information and resources takes place. The DOC also maintains situational awareness of the accident and facilitates the request for mutual aid. F. ASSURANCES/VICTIM SUPPORT TASKS (VST) SUPPORT Within the NTSB regulations, there are 18 Assurances that air carriers are responsible to satisfy in response to an aviation accident. As a guidance to meet these assurances, the NTSB created VSTs, of which the air carriers have 33. LAWA is prepared to support the air carrier with approximately 10 of these VSTs which work to satisfy 3 of the 18 assurances assigned to the air carriers. Both the assurances and VSTs and LAWA support of each are outlined below. It should be stated that assistance required by the air carrier will be upon request and the air carrier must be able to effectively manage and direct LAWA resources to address the air carrier s needs. LAWA staff will not self-deploy to implement any of these VSTs. A copy of the NTSB VSTs and Assurances is included as Attachment A. Assurance 1 Implement and publicize a reliable toll-free telephone number and have staff take calls. The air carrier is responsible for setting up a toll-free number, creating messaging, and providing the staff to take calls. However, LAWA would be able to support the air carrier by utilizing its internal Media Public Relations Division to publicize the telephone number through media contacts and various social media. This assurance is in support of VST 4 for air carriers (Coordinate public notification of the toll-free number with various media). Assurance 2 Have a process for notifying families of passengers. For friends and family arriving or who may be at LAX awaiting the flight, LAWA could provide support by 1) providing a secure location for an FRC and 2) providing staff for wayfinding to assist family and friends to locate the FRC, connecting them with air carrier representatives and providing general information upon arrival. This assurance is supported by VSTs 6 and 12. (Provide timely notification to family and friends and secure facilities for family and friends that may be gathering.) Previous Version: May 2016 Page 11 Los Angeles World Airports

12 Assurance 13 Air Carrier must commit sufficient resources to carry out the plan. Air carriers operating at LAX are encouraged to participate in the Air Carrier-LAX Advisory Group and mutual aid training to cross train personnel from participating air carriers to be ready to assist each other in the event of an aviation accident. An affected air carrier should not assume that LAWA staff will be sufficient to support this Assurance. VST 7 Ensure notification of family members and friends of American Red Cross family care and crisis assistance available at the FAC. It is the air carrier s responsibility to contact the American Red Cross; however, LAWA staff could assist by distributing information regarding services available at the FAC once authorized by the air carrier. VST 10 Provide media representatives with updates. LAWA Media and Public Relations will coordinate with the affected air carrier s Public Information Officer (PIO) to provide media management and support. VST 12 Secure facilities. LAWA is best suited to identify and secure specific initial support locations but the air carrier will be responsible for requesting needed support locations on property and coordinating with LAWA Airport Operations to select the most appropriate locations. VST 13 Ensure all facilities chosen for use (including FRC and PGA) are Americans with Disabilities Act (ADA) compliant. Support locations chosen in coordination with LAWA will be evaluated for ADA compliance. LAWA staff, in collaboration with the affected air carrier, will make every effort to address any outstanding needs for those with disabilities and others with access and functional needs. VST 17 Provide logistical support to family members who desire to travel to the accident city or to a hospital location; this includes but is not limited to transportation, lodging, meals, security, communications and incidental expenditures. At the request of the affected air carrier, LAWA could help to coordinate transportation to nearby hospitals or hotels. VST 19 Provide personnel to meet family members as they arrive. Upon request from the affected air carrier, LAWA Customer Service representatives could be available to assist incoming friends and family with wayfinding to the affected air carrier s ticket counter for information and on to the FRC. This is included above in Assurance 2. VST 21 Designate an individual who will be the air carrier s representative to the Director of the NTSB Transportation Disaster Assistance Department (TDA). In addition to this position, LAWA will appoint a LAWA representative as a dedicated point of contact for the NTSB, as requested by the NTSB. VST 25 Provide State Department Office of Foreign Missions (OFM) representatives the necessary information regarding foreign passengers to facilitate interaction with appropriate foreign government Previous Version: May 2016 Page 12 Los Angeles World Airports

13 embassies. LAWA Emergency Management will activate its protocol for coordination with the OFM and the LAX Airport Police Dignitary Protection Unit (DPU) to receive and communicate with consulate representatives who may arrive at LAX in response to an emergency which involves foreign nationals. Previous Version: May 2016 Page 13 Los Angeles World Airports

14 G. POSSIBLE SUPPORT LOCATIONS Location Sites Est. Seating Capacity Passenger Gathering Area (Initial gathering site for uninjured passengers) ADA - Compliant Rating* Default: 1) TBIT Bus Gate 1,000+ Good Options: 2) Non-operational gate(s) 3) TBIT various lounges in the Grand Hall 4) TBIT Gate 123 (overflow passenger holding room) 5) Lay down trailer offices (Westchester/Pershing) 6) trailer office near taxiway AA 1, per lounge Good Good Good TBD TBD Crew Gathering Area (Initial gathering site for uninjured crew members) Default: 1) Various lounges in nearest terminal Options: 2) TBIT Gate 123 3) Landmark Aviation 4) Atlantic Aviation 5) Any lounge or conference room TBD TBD Good Good Good Good FRC (Temporary location(s) for family members to gather until FAC is established by the air carrier.) Default: 1) Terminal Lounge or conference room 2) TBITEC conference room 3) TBIT Bus Gate (if not utilized for PGA) Options: 4) Gate(s) closed by Airport Operations 5) TBIT various lounges in the Grand Hall 6) TBIT Gate 123 (overflow passenger holding room) , per lounge 200 Good Good Good Passenger Reunification Area (Location where uninjured passengers are reunited with their family members) This area should be as close to the FRC as possible Foreign Consulate Staging Area (Location for consulates and State Dept Office of Foreign Missions to assist with coordination with foreign passengers) Default: 1) Any lounge or conference room in proximity to the FRC Good Options: 2) Non-operational gate(s) 1,000+ Good 1) Flight Path museum 150 Good Previous Version: May 2016 Page 14 Los Angeles World Airports

15 Note: ADA - Americans with Disabilities Act * Informal assessment **Can be made ADA-compliant if portable restrooms designed for persons with disabilities are available H. BASIC ADMIN GO-KIT SUPPLIES There are two Go-Kits containing basic supplies to support the activation of the LAX Family Assistance Support Plan. The Go-Kits are stored in the LAWA Emergency Management Division office located at 7333 World Way West, #301 and in the Tom Bradley International Terminal, Stanchion Hospital Room. These kits are not intended to replace those prepared by the air carriers, but to supplement them. Consideration should be made prior to use that the color of the wristbands being used by the affected air carrier and the ones in LAWA s kits may not be of the same kind or color and may therefore confuse or negate the intent of clearing family members when observed by law enforcement or others trying to keep a clear perimeter or tally of those who have been processed. The following items are in each kit: Items Quantity Passenger Inquiry Forms 300 Activity Log Form 50 ID Sleeve with Clips 300 Writing Pads 50 Pens 100 Marker Pens 10 Clipboards 20 Whiteboard Marker and Eraser 1 Tape 5 Staplers 5 Tissue Boxes 20 Desk Tent Name Plates 20 Room Signage 10 Yellow Safety Vests 15 Identification Badges 250 Family Assistance Program (Plan) 5 I. SITUATION AND ASSUMPTIONS The following are assumptions regarding probable operational situations that may occur: 1) The first hour following the accident may yield very little information about the incident, including which air carrier is involved. All organizations involved may have to initially proceed with limited information, and make reasonable assumptions until further information is Previous Version: May 2016 Page 15 Los Angeles World Airports

16 confirmed. 2) If the accident occurs on the airfield, all uninjured persons will be transported by Airfield buses to designated Passenger Gathering Area and Crew Reception Area. 3) There is a fleet of twenty-six (26) Airfield buses. Each vehicle has a seating capacity of 70 or greater and is ADA compliant. The Passenger Assistance Trucks (ADA Accessible trucks) can also be deployed to accommodate persons with disabilities. These vehicles are especially designed to assist in transporting those with disabilities and others with access and functional needs. 4) If the aircraft accident occurs upon landing there will be greater urgency to attend to families and friends with little preparation time since they will mostly likely be at LAX to meet passengers. 5) The flight arrival video board should display contact airline rep rather than delayed when identifying the affected flight. 6) On average, 4-6 family members per passenger/crew may come to LAX, but more may arrive to the FAC. 7) If capacity exceeds the initial FRC (i.e., lounge, club, or conference room) another location will need to be established immediately. Consideration for this should be made when the first FRC reaches half capacity. 8) Rather than move friends and relatives to another FRC, it is strongly suggested to instead attempt to find another area in close proximity to the first FRC if needed to increase capacity. 9) The affected air carrier will secure a hotel or similar location to establish an FAC. The FRC will be demobilized when the FAC is operational. 10) A volunteer group of air carrier employees may come to assist the affected air carrier. They may help to assist during the initial response, i.e., escorting families to the FRC, helping to fill out forms, address general questions, etc. These employees may be part of the air carrier s alliance or not, or may be part of the LAWA-Air Carrier Advisory Group offering mutual aid support. 11) Announcements made to the family and friends should be done by the air carrier and should also be made through a sign language interpreter, through Video Relay Interpreter (VRI) if needed, or in person if available. Care should be given to accommodate those who may not speak English. 12) Persons with disabilities may have service animals with them that must be accommodated by law. According to the City of Los Angeles, comfort animals will not be distinguished from service animals in shelter or shelter-in-place situations and therefore consideration must also be given to those with comfort (also known as therapy) animals. 13) The NTSB has the primary Federal responsibility for facilitating victim recovery and identification. The medical examiner or coroner is legally responsible for victim recovery and identification. Previous Version: May 2016 Page 16 Los Angeles World Airports

17 J. REUNIFICATION OF UNINJURED PASSENGERS WITH FAMILY AND FRIENDS The reunion of passengers with their families and friends should be of the utmost importance. It should be done as efficiently as possible with every reasonable effort made to avoid delays. All uninjured passengers will initially be transported to a designated PGA where each passenger will be required to fill out a Passenger Inquiry form or a similar form of the air carrier s choosing. A sample of this form is included as Attachment B. The information on this form will be used to reconcile the passenger manifest and match the survivors with waiting families and friends. Passengers may first need to be seen by government agency representatives and/or cleared by the U.S. CBP, if applicable. The Reunification Area will be established to provide a suitable private area for passengers and their family members to be reunited. The process of matching uninjured passengers with their families will be led by the air carrier but staff from other carriers and LAWA may assist if requested to do so. The information on the whereabouts of the injured passengers will be shared with waiting family members and friends only when confirmation of this information is available. Various agencies may play a role in determining the whereabouts of a passenger. The management for the air carrier should be receiving all pertinent information as it becomes available with the coordinating assistance of LAWA. It will be up to the air carrier to distribute this information according to their established guidelines and protocols. K. PERSONNEL ASSISTANCE/SUPPORT LAWA has several resources that may be available to assistance the air carrier in the event of an aviation accident. The Airport Response Team (ART) is a volunteer program made up of LAWA civilian employees who can be deployed to assist passengers and others impacted by an airport emergency. It should be noted that the ARTs are on a volunteer basis and are not on property full time. Therefore they would likely be available on weekdays only. LAWA also has a Volunteer Information Professionals (VIPs) group. These are volunteers who are not LAWA employees but have volunteered to offer their services within the terminals. These groups do not have access to sterile areas within LAX and would require an escort. In addition, LAWA has full time Guest Experience Members (GEMS) who provide information and service information to passengers and visitors at LAX. These resources, when available, could assist those impacted by the accident with face-to-face communication and care, and be a source of information. They could also serve as liaisons between the people in need and the DOC to provide real-time information on logistical and operational needs. Their responsibilities may include: Helping with wayfinding for family members and friends to and from the FRC; If requested by the air carrier, helping to process uninjured passengers at the Passenger Gathering Area; Providing translation; Distributing water, snacks, or other provisions, etc.; Previous Version: May 2016 Page 17 Los Angeles World Airports

18 Advising the DOC of frequently asked questions/concerns raised by passengers and families for possible action; and Providing assistance to persons with disabilities and others with access and functional needs and/or requesting assistance through the DOC. L. ASSISTING THOSE WITH DISABILITIES AND OTHERS WITH ACCESS AND FUNCTIONAL NEEDS The air carriers and their wheelchair service providers will be instrumental in assisting persons with disabilities and others with access and functional needs. The LAWA GEMS may provide supplemental support when possible. Some GEMS and ART members are trained in American Sign Language (ASL) or have received training to assist persons with cognitive disabilities. Airport personnel on scene will use alternative means of communication with persons with disabilities when necessary. Methods of communication that can be used include: Adopting a face-to-face communication process Using sign language if known Using interactive systems for communication such as VRI Utilizing writing tools LAWA personnel who are assisting passengers or family members with disabilities will take these items into consideration: Ask the person with the disability how they can be best helped, as they know best; listen carefully to their comments and instructions. For persons with cognitive disabilities, address their caretaker, if available, and ask how to best support them. Ensure that any equipment, medical supplies, service animal, etc., is with the individual. For the purpose of this plan, both persons with disabilities and others with access and functional needs will be addressed as needing assistance. Persons requiring assistance include, but may not be limited to: Disability: Persons who use a wheelchair. Persons who use crutches, canes, walkers, etc. Persons with significant hearing or vision impairments. Extreme cases of obesity Persons with intellectual/developmental disabilities (i.e., autism, cognitive and/or learning disabilities, etc.). Previous Version: May 2016 Page 18 Los Angeles World Airports

19 Access and Functional Needs: Persons recovering from surgery Pregnant women Persons with limited English proficiency Minors travelling alone Whenever persons with disabilities are involved with the incident in any way, Airport Operations personnel will contact the LAWA ADA Coordinator for general guidance and assistance. If needed, the coordinator will procure sign language interpreters, or other ADA related services. If the LAWA ADA Coordinator is unavailable, the appropriate staff at LAWA Emergency Management Division will be contacted. SECTION 2: CONCEPT OF OPERATIONS A. NOTIFICATION AND MOBILIZATION At the onset of an aviation accident at or near LAX this plan will be activated at the request of the affected air carrier and/or ICP. The primary role of LAWA and other organizations is to provide support to the affected air carrier and those affected by the accident. They will work together to share information and decide on the best course of actions to establish the support locations and assist those impacted by the accident. Upon activation, the following notifications and activities will be carried out by the indicated agency/organization: Airport Operations Notification and Mobilization 1. Activate the DOC at the appropriate level based on severity of accident. 2. Upon request from and in collaboration with the affected air carrier, identify a PGA to provide an assembly area for uninjured passengers and other support locations as requested. Refer to Possible Support Locations on page 11. Relocate existing occupants and suspend operations at the location, as appropriate. Communicate this location to the ICP as soon as possible. 3. Upon request from and in collaboration with the affected air carrier, identify an appropriate FRC as soon as possible. Communicate this location to the ICP as soon as possible. 4. Upon the request of the affected air carrier, terminal signage should indicate friends and relatives of the affected flight should report to the affected air carrier s ticket counter. 5. Upon request of the affected air carrier, airport operations will coordinate with TSA to identify dedicated screening lines and activate modified screening procedures based on affected air carrier s emergency plan. 6. Send appropriate mass notification messages to the airport community. Inform the following Previous Version: May 2016 Page 19 Los Angeles World Airports

20 organizations, when appropriate, to ensure they are aware of the situation and are prepared to assist. Refer to the Important Contacts on page 5. LAX ADA Coordinator LAX Customer Service Representatives (this includes the GEMS and ART) LAX Information Technology Los Angeles County Department of Coroner Los Angeles County Department of Mental Health Los Angeles City Emergency Management Department (City EMD Duty Officer must always be notified) Transportation Security Administration United States Customs and Border Protection 7. Seek assistance from the air carrier and Customer Service (aka GEMs) if English is not the primary language of families and friends. 8. If possible, based on staffing levels, deploy Airport Operations personnel to both the departures and arrivals levels to assist the affected air carrier escorting arriving family members to the air carrier s ticker counter, through TSA screening, then to the FRC. 9. If needed, have Airfield and/or LAX Shuttle buses (via Parking Services) and operators on standby. Airport Police Notification and Mobilization 1. If established, secure the PGA area and restrict access to those appropriate to be there. 2. Provide security to friends and relatives in the terminal as they are escorted to the affected air carrier s ticket counter. 3. Prepare to handle additional traffic volume into the Central Terminal Area (CTA). 4. Change the traffic message signs to read FOR FLIGHT PROCEED TO. It is important that the displayed message is confirmed with the DOC Director. 5. Provide security inside the FRC. LAWA Public Relations and Community Relations Notification and Mobilization 1. Follow the LAX Media Public Relations LAX Emergency/Crisis Communication Plan. 2. Activate the LAX Joint Information Center (JIC) and ensure that the Joint Information System (JIS) allows for the sharing of information among various agencies. 3. Ensure the work product from the JIS is accurate, timely and consistent when distributed to the public, stakeholders and elected. 4. Refer all media inquiries to the Joint Information Center. Previous Version: May 2016 Page 20 Los Angeles World Airports

21 5. Identify a media assembly area (not to be co-located or in view of any of the passenger/crew/family service delivery areas) and clearly delineate the area with stanchions and yellow tape to ensure it does not impact the accident response and recovery functions. LAWA Emergency Management Notification and Mobilization 1. Support the DOC activation as the DOC Liaison Officer. 2. Notify City EMD Duty Officer of the event and brief with appropriate information at regular intervals 3. Coordinate needs for mutual aid from the City as requested by the DOC or ICP 4. Assign an appropriate LAWA EM staff to act as OFM liaison. 5. Assign appropriate LAWA EM staff to act as dedicated point of contact for NTSB if requested. 6. Assign appropriate LAWA EM staff to report to the ICP if needed. 7. Ensure that LAWA has an assigned ADA Coordinator 8. Confirm that passenger assistance is being supported through the activation of the PODs, Customer Service, air carrier mutual aid, and the ART. 9. Confirm that wayfinding is being addressed in the affected terminal; from the ticket counter to the FRC (including coordination with TSA for a dedicated screening) 10. Confirm that support for friends and relatives needs are being met through a cooperative effort of airline and airport staff 11. Offer to deploy a Go-Kit (through the DOC or ICP) if the affected carrier does not readily have these resources on hand U.S. Customs and Border Protection Notification and Mobilization 1. If needed, be prepared to assemble additional personnel to clear Federal Inspection Services (FIS) for uninjured passengers who are foreign travelers. 2. If needed, be prepared to deploy CBP staff to PGA for customs processing. 3. If needed, coordinate with the Incident Command Post to have CBP officers accompany injured foreign passengers to the hospital. American Red Cross Notification and Mobilization 1. If requested by affected air carrier or LAWA Airport Operations, coordinate resources to provide child care, spiritual care, grief counseling, and crisis management at PGA, FRC, and eventual FAC. Crisis management support will extend all staff involved in the accident response. Previous Version: May 2016 Page 21 Los Angeles World Airports

22 2. Work with affected air carrier and NTSB to coordinate the FAC. 3. Upon request of LAWA Airport Operations and Emergency Management, deploy a Red Cross representative to the DOC to help facilitate communications between the Red Cross and LAWA, air carriers, and other involved agencies. The Red Cross representative will also communicate with the medical unit in the DOC in patient tracking activities. 4. If requested, send representatives to local hospitals where patients have been transported to assist in identifying passengers for family. Los Angeles Fire Department Notification and Mobilization 1. Send Emergency Medical Services (EMS) unit to the FRC and to the Passenger and Crew Gathering Areas, as needed. 2. Maintain status of injured passengers and the hospitals to which they were transported. 3. Provide EMS staff to serve in the medical unit in the DOC. Work closely with Red Cross and affected air carrier representative in patient tracking activities. B. MEETING FAMILY MEMBERS AT THE TERMINAL LAWA and air carrier representatives must be prepared for the arrival of families and friends to the airport, potentially in large numbers. The objective of the air carrier, Airport Operations, Airport Police and support staff from other organizations is to guide families and friends to the affected air carrier s ticket counter then escort them through TSA screening to the FRC. This location provides an immediate safe and secure location for friends and relatives out of the public view, ideally in the sterile portion of the terminal for heightened security. However, if the FAC has been established at the time of families arrival they should be directed there. Each organization involved will assist friends and family members upon their arrival at LAX by shielding them from the public and media exposure, sharing timely and accurate information about the situation, being responsive to individual needs, and doing so with compassion and empathy. The air carrier will have the full support of Airport Police and other law enforcement agencies when families and friends arrive at the terminal. Air carrier Meeting Family Members at the Terminal 1. Wear safety vests for higher visibility 2. In coordination with LAWA Airport Operations, utilize flight status boards to indicate friends and family awaiting arrival of affected flight should see the affected air carrier s ticket counter for further information. Previous Version: May 2016 Page 22 Los Angeles World Airports

23 3. According to the affected air carrier s emergency plan, coordinate with airport resources (GEMS and ARTs) in order to assist relatives and friends to the affected air carrier s ticket counter, through TSA screening then to the FRC. 4. Coordinate with TSA to set up a dedicated screening line for friends and relatives. 5. Based on affected air carrier s emergency plans, provide friends and relatives with any necessary documentation in order to get them through TSA screening and escort them to the FRC. 6. Communicate with the LAWA Public Relation Division to provide the media with continuous and accurate updates on the progress of the incident. 7. Once the FRC has been establish, air carrier staff and support resources will work to ensure family and friends have completed a Friends and Relatives Inquiry Form to assist with passenger reunification. A sample of this form is included as Attachment B. Airport Operations/Emergency Management Meeting Family Members at the Terminal 1. Assisting the affected air carrier by providing terminal staff to help meet and escort family members to the affected air carrier s ticket counter then through TSA screening to the FRC. 2. Wear safety vests for higher visibility. 3. Maintain situational awareness of the incident, e.g., number of injured and deceased, to which hospitals taken, etc. LAWA Community Relations 1. Ensure that the media group is kept at a designated location. Use stanchions or yellow tape to create a boundary. 2. Refer all media inquiries to the Public Relations Division. Airport Police Meeting Family Members at the Terminal 1. Maintain a strong police presence at the terminal of the affected air carrier at both the lower and upper levels, as well as at the air carrier administration office and the FRC, once established. 2. Direct the media behind stanchions or yellow tape. 3. Provide a respectful distance for arriving family members from the media and the public. 4. Provide police escort when transporting family members by bus, if applicable. 5. Provide pedestrian and vehicular traffic control. Previous Version: May 2016 Page 23 Los Angeles World Airports

24 Transportation Security Administration Meeting Family Members at the Terminal 1. If the Friends and Relatives Center is in the sterile area, allow for expedited processing of family members, as appropriate. 2. If needed, open a priority line for family members. C. FRIENDS AND RELATIVES CENTER PREPARATION It is important for the FRC to be identified early and established as effectively as possible. Families and friends will need a place that is shielded from the media and solicitors. It also serves as a secure location where families can receive initial updates regarding the reconciliation of the passenger manifest and other accident information. The preparation for the FRC is outlined below. Airport Operations/Emergency Management FRC Location Identification and Support 1. In coordination with the affected air carrier, identify and secure a location for the FRC. Refer to the Possible Support Locations on page 11. Relocate existing occupants and suspend operations at the location, as appropriate. 2. Assist the affected air carrier in coordinating with TSA in establishing dedicated screening lines for friends and relatives. 3. If the FRC is established in the sterile area, have the air carrier issue gate passes for families to allow the families to get through screening. Advise the TSA to establish a priority screening line(s). 4. If needed, request Maintenance Service Division to provide any equipment that may be needed to make the location ADA compliant, such as temporary ramps, ADA portable restrooms, etc. 5. Contact the LAWA ADA Coordinator to arrange sign language interpreters, durable medical equipment and assistance with any needed accessible technology equipment to assist persons with disabilities. Contact LAWA Customer Service if language translators are needed. Airport Police FRC Preparation 1. Deploy a sufficient number of officers to the FRC to provide security both inside and outside the location. The number of officers required will vary based on the size of the location, occupancy, and situation. 2. Secure the area where families will likely park their cars near the affected air carrier terminal. 3. Manage heavy traffic flow leading into the location. 4. Be watchful of those who do not belong in the FRC. Previous Version: May 2016 Page 24 Los Angeles World Airports