The Family Assistance Education & Research Foundation (FAERF) has been at the forefront of the evolution of emergency management, combining the head-heart approach for a fully integrated response to survivors of traumatic loss. Practicing compassion consciousness in the workplace involves caring for people first, without exception.
Written by: Carolyn V. Coarsey, Ph.D.
September 2026
“My son’s foot, in the shoe and sock he wore when he boarded the flight was identified four months after the crash. When the police called to tell me that he had been positively identified, I was relieved — however, the airline care team and other airline officials had already assisted my family with a memorial service and all possible to help my family in those first few weeks. While we always hoped that our son would be positively identified, we are grateful that we were not forced to wait for this before we were connected to the airline company’s care team. Their support in those intervening months meant the world to us.”
-Mother whose young son died in Swissair 111, September 2, 1998
When traumatic loss occurs in the workplace, Care and Special Assistance Team Members often find themselves caught between honoring their country’s law and responding to the needs of families and others in their workplace. December 8-9, 2026 Higher Resources, Inc. and Carnival UK will co-sponsor a two-day event in Southampton, England, where this subject will form the basis of the presentations.
Experienced responders from the aviation, cruise line, passenger rail, and the energy sector will share examples of how they worked within the confines of country law and corporate processes and procedures to validate and support those whose emotional safety was most at risk — the survivors. Over four decades of case study research with survivors continues to underscore the crucial need for information and connection with the company involved as soon as possible following losses.
Formal Death Notification
Too often company employees refrain from contacting families for fear they will interfere with the formal death notification which in many countries may only be offered by the police, coroner’s office, medical personnel, and specific personnel designated by local officials. Following country protocols is essential in all responses, however sometimes opportunities to coordinate services with the company are missed due to lack of understanding the need for the company to be seen as supporting families where at all possible.
The opening example reminds that the police and other authorities do not typically reach out until forensic identification is made — and in many cases, missing people are never found, making identification impossible. When employees see contacting families strictly as a police matter, the company often misses an opportunity to be seen as the survivors’ advocate. Similarly, when tragedies occur and there are no deaths, it is imperative that the company reach out, as for the most part police do provide notification.
In Malaysia Flight 370, the missing B-777 is still unaccounted for. Fortunately, the airline reached out within the first 24 hours and confirmed to all families the names of passengers listed on the flight manifest. They began offering transportation and services at once. This provides another example where police notification of death has not happened, as there are no flight occupants to identify.
I wish I had known the survivor was in the hospital, alone for six weeks. I would have found a way to connect her to a survivor group who would have visited and supported her.
-Cruise line employee
A woman survived the crash of an excursion flight and was the only survivor where her husband, son, daughter-in-law and twin three-year-old grandchildren died. Her only daughter and her family needed to remain in their hometown to run the business. The grandmother was alone in the hospital for six weeks as she recovered from her injuries. Several months later employees from the cruise line learned of the survivor being alone with no visitors for the six weeks.
While the care team was no longer able to respond formally, they regretted that they did not know of her situation as they would have helped connect her with other survivors and support groups who would have visited her, in the absence of her family. While this had nothing to do with police and other officials it is an example of how survivors are often cut off from support when there is no formal way to connect survivors with those who could help them.
The night of the rail accident my commander called me quite late, an hour after the crash. She told me that I needed to report to the local hospital where survivors had been taken. I told her that I did not have a child minder as my husband works at night, allowing me to take day shifts. Together we cared for our children and did not require childcare. I frantically began calling friends and relatives desperately trying to reach someone who could help me with my children which would allow me to go to the hospital. Fortunately, my commander called me an hour later and told me that the company care team was at the hospital. I could now stand down and assume my normal shift the following morning.
-British Transport Police Family Liaison Officer (FLO)
One final example about the need for coordinated efforts between police and other officials is provided in the above story. An FLO for the British Transport Police provided this example to me during a rail care team training class. She told me that up until this incident she never understood the purpose of the Rail Care Teams in the UK. She now understood the need to team up and work together, supporting each other in areas where both had services and skillsets to offer.
As pointed out earlier, when company care team members are allowed to support survivors it removes a burden from other officials who often need help when sudden, acute events add additional stress to those who are often already challenged to meet their own daily workload.
Upcoming Meeting Highlights
The December meeting will feature multiple examples of lessons learned about how various companies have managed challenges in communications and coordination of joint efforts in responses. In addition to presentations from experienced responders, a preview of Advanced Human Services Response™ will be presented with information about certification programs now available for companies who wish to bring more HSR™ Training into the workplace.
Look for the flyer coming soon! Contact Kristine Budaha for more information (kristine.budaha@faerf.org).