Q: How quickly can the Call Center be activated?
A: Our Call Center can begin receiving calls within
30 minutes of notification.

Q: What are the facilities like?
A: The inbound call capability is resident in 2 different facility locations in the Dominican Republic with trained agents present 24 hours a day, 7 days a week. One site is the primary site and the other is a backup to guarantee redundancy and any flexibility needed
to man the Call Center for as long as necessary. These facilities are state of the art in all aspects and available for inspection.

Q: What is the background and training of your Call Center team members?
A: The phones in the Kenyon Call Center are manned by professional call agents. They are trained by Kenyon to deal with stressful situations and manage their own stress. Their training also includes communication skills and the procedures and technical tasks needed to operate a state of the art Call Center.

Q: Who manages the Call Center?
A: A full-time Kenyon Director of Operations will be coordinating and managing all Call Center operations ensuring the needs of family members, friends, survivors and the client are satisfied.

Q: How will toll free phone numbers be controlled and announced to the general public?
A: We have established toll-free numbers ready for activation. Upon notification of an incident, we will activate a toll-free number and release a media statement to the major news services: AP, UPI, Reuters, ABC, CBS, NBC, FOX and CNN.

Q: How many team members will be available to answer inbound calls from
family members?
A: We have over 600 Kenyon trained call center agents. We guarantee no less than 100
(a minimum of 25 the first hour, 50 the second hour and up to 100 thereafter as long as necessary) on each 8-hour shift.

Q: How many inbound calls can the Call Center accept?
A: Our Call Center has a maximum operational capacity of approximately 30,000 calls a day based on 100 team members receiving 12 calls an hour, 24 hours a day.

Q: If family members ask, can the Call Center meet the requirement of the law to inform them if their loved one is listed on a preliminary manifest prior to receipt of the confirmed manifest?
A: Our Call Center is in compliance with the law and has the ability to inform family members if their loved one is listed on a preliminary manifest.

Q: What will be done with the information captured during inbound calls?
A: The Call Center team members screen inbound calls to identify calls from family members. Information from these calls is matched with a passenger name confirmed to be on the manifest and then provided to the Member to determine the appropriate family member to be notified.

Q: How soon will outbound notification calls begin?
A: We notify appropriate family members as soon as a loved one is confirmed as being on the manifest and the appropriate family member name and phone number is determined.

Q: Will there be any coordination with the Family Assistance Center (FAC)?
A: We provide all information to the FAC about who was notified, who is traveling to the FAC and their travel arrangements. Additionally, contact information for those not traveling to the FAC is given to FAC personnel.

Q: What will happen to the information gathered during Call Center operations?
A: All information collected during Call Center operations will be available to the Member. This includes paper files and information contained in electronic databases.