Family Assistance for Airline ERP and Crisis Management Teams

3-day (24 hours) 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: ALC038VEEN02

Course format

• This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
• Take this course at an IATA Training Center, Regional Training Partner, or on-demand as in-house training.
• Student performance will be based on an assessment.

Prerequisites

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

How to register

• When you click the Register button, you will be directed to log in to your Training Account.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

In-house training

To arrange in-house training for your company, please complete the in-house training request form or contact the Training Specialist in your region.

 

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 Chapter 6 from IATA’s Emergency Response Best Practices Handbook a vital industry resource. 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.