Family Assistance Center During a
Mass Fatality Event Using 2-1-1 as
the Primary Point of Contact
David Jobe, LMSW, CIRS
Director, Information & Referral
Sandra Ray, CIRS
Manager, Information & Referral
2-1-1 Texas/United Way Helpline
United 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
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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 Katrina
Reported
Actual
13,197
910
Joplin Tornado
Reported
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
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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
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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 You
David Jobe, LMSW, CIRS
djobe@unitedwayhouston.org
713-685-2309
Sandra Ray, CIRS
sray@unitedwayhouston.org
713-685-2469