Q: What is included in your FAC services?
A:The facilities for the families include an information/travel desk(s), a family briefing center(s), a family lounge(s), multiple private briefing areas, a childcare center(s), an interfaith center(s) and a dining area(s). The FAC also includes a Kenyon operations center, a Special Assistance Team Member operations center, a Member’s operations center, sanctuary and boardroom facilities. Additionally, the Joint Family Support Operations Center (JFSOC) includes logistical support for Federal Agencies [equivalent to the U.S.: NTSB, Federal Bureau of Investigation (FBI), Federal Emergency Management Agency (FEMA), Department of Defense (DOD), Department of Justice (DOJ), American Red Cross (ARC), local government and Salvation Army (SA) personnel]. If required, support will be provided to the State level [equivalent to the U.S. Department of State (DOS), Department of Health and Human Services (DHHS), and formally appointed representatives of other nations].

Q: What communications capability is offered?
A:Communications include the conference-bridge for non-attending family members, national and international phone and fax lines, cell phones and childcare pagers.

Q: Can the FAC be deployed outside the U.S.?
A: Yes.

Q: Who would deploy?
A:We would deploy the Family Assistance Team, consisting of the FAC Director,
Logistics Coordinator and seventeen FAC team members to the nearest location to
the incident. Additional deployment, based on the total number of injured and dead
would be the Special Assistance Team (SAT) Coordinator and a sufficient number of
SAT members. To limit the logistical requirements to support the arrival, housing and feeding of SAT members, initial deployment of SAT members would generally be limited
to one SAT member for every three victims. As family members decide to travel to the incident site, additional SAT members, if needed, will be deployed to support the
expected number of families arriving at the FAC. This multiple phase approach is
cost effective and ensures the appropriate level of support to the families without unnecessarily burdening local resources.

Q: Can the Family Assistance Team be deployed without the SAT members?
A: Based on the Member's desires, we can deploy the Family Assistance Team to manage FAC operations and provide support to airline SAT members.

Q: What type of training is provided to the SAT members?
A: Kenyon conducts all training for its SAT members to ensure compliance with established performance standards. We train our SAT members to deal with the responses of families following a disaster, including stress responses and effective communication skills when talking with family members. SAT members do not provide mental health services and are trained to refer mental health issues to the appropriate agency (the American Red Cross in the United States.) Mental Health support is available from Kenyon but only from qualified professionals. Additionally, our SAT members are screened and under direct contract to Kenyon.

Q: Who is responsible for the supervision and management of SAT members at
an incident?
A: As Kenyon does not subcontract SAT members, Kenyon recruits, trains, supervises and manages all SAT members.

Q: What records are kept by the FAC?
A: During the incident, detailed records of support provided to the families, friends and survivors are kept and copies are provided to the Member as requested.

Q: Is a post incident analysis performed?
A: We perform a "lessons learned after action review" with the Member. As necessary, the contract, training and operational procedures are adjusted.