Family Assistance for Airline ERP and Crisis Management Teams

4-day (16 hours) LIVE virtual classroom course

International regulatory frameworks specify the need for coordinated, compassionate, and compliant support for families and survivors during aviation emergencies. Key requirements such as reception centers, Special Assistance Teams (SAT), and suppliers must be available at any moment. IATA’s Family Assistance for Airline ERP and Crisis Management Teams course offers aviation professionals an opportunity to build critical competencies in managing family assistance during emergencies—an area increasingly recognized as essential for regulatory compliance, operational resilience, and compassionate crisis response. You will gain practical knowledge of international regulations (ICAO, EU, IATA and more) and learn how to design and integrate a Family Assistance Plan (FAP) within your Emergency Response Plan (ERP). The course provides actionable strategies for coordinating with key stakeholders, establishing reception centers, deploying Special Assistance Teams (SAT), and handling sensitive data and long-term support needs. Whether you're involved in emergency planning, ground operations, communications, or regulatory oversight, this training empowers you to respond effectively, ethically, and empathetically.



Course Code: ALC038VCEN02

Course format

• The live sessions of this virtual classroom course are delivered by an official IATA Instructor.
• The course will take you approximately 16 hours to complete and be held over 4 consecutive days.
• There will be 2 live interactive virtual classroom sessions per day, each session will be 90 minutes.
• The live sessions will require your participation, with multiple Q&A sessions and additional time spent on self-study material including projects, research, additional reading and videos.
• Student performance will be based on an assessment.

Technical requirements

Please verify your hardware, software and network to support your upcoming course with IATA Training.

Prerequisites

• Recommended level is Intermediate and Advanced.
• The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

• When you click the Register button, you will be directed to log in to your Training Account. Please have your login details ready.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount. The discount will be calculated at the time of payment.

To arrange in-house training for your company: Complete the in-house training request form or contact the B2B Training Specialist in your region.

Virtual venues

We schedule our virtual classroom courses through one of 3 virtual venues, each in a different time zone for your convenience. For more information, please visit our page on virtual classroom timing or contact our Customer Portal.

You can find the exact schedule of each class when you click the ‘Register’ button.

Upon completing this course, you will be able to:

• Recognize regulatory requirements and best practices for airline family assistance (ICAO Annex 9 & 13, U.S. Family Assistance Acts, EU 996/2010, etc.)
• Design and implement a Family Assistance Plan (FAP) that integrates with the
• Emergency Response Plan (ERP)
• Coordinate effectively between airlines, airports, governments, insurers, NGOs, and ground handling agents, and other external agencies during an emergency
• Establish and manage Family Assistance Centers (FAC), Survivor/Uninjured Passenger Reception Centers (SRC/UPRC), Family & Friends Reception Centers (FFRC), Crew Reception Centers (CRC), and Reunification Areas (RA)
• Train and deploy Special Assistance Teams (SAT) to provide compassionate, structured support to families and survivors
• Manage sensitive data, personal effects, and long-term family assistance needs in compliance with international regulations and industry best practice

The key topics that are covered during this course include:

• Regulatory Framework and Compliance
• Design and Implementation of a Family Assistance Plan (FAP)
• Family Assistance Centers and Airport Reception Facilities
• Coordination with External Agencies and Partner Organizations
• Long-Term Family Support/Post Emergency Organization and Team Welfare

Supporting materials
Each participant will receive a complimentary e-book copy of the latest edition of IATA’s Emergency Response Best Practices Handbook. This essential reference will support you throughout the course and in your daily professional activities.

This course is recommended for:

• Emergency Response Planning (ERP) Managers and Officers
• Crisis Management Team Members
• Station Managers and Airport Duty Managers
• Family Assistance / Special Assistance Team (SAT) Managers and Team Leaders
• Ground Handling Managers and Supervisors
• Corporate Communications and Public Relations Officers
• Medical and Occupational Health Officers
• Insurance and Claims Managers
• Operations Control Duty Managers and Supervisors
• Human Resources and Crew Support Managers
• Government Affairs / Liaison Officers
• Regulators and Civil Aviation Authority representatives

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on an assessment. A special distinction is awarded to participants obtaining a grade of 90% or higher.