Human Services Response Training

Three-Day Training Program, provided by Aviem International and Higher Resources
FT. WORTH, TEXAS - May 27-29, 2009

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About The Course

In 2009, the Family Assistance Foundation, along with Aviem International, Inc. and Higher Resources, Inc. started conducting regularly scheduled training courses. Courses are available to Aviem clients and Foundation members at preferred rates. In addition, nonclients and non-members may attend on a space available basis. This is the second course offered in 2009 and will be held in Fort Worth, Texas. Additional courses are scheduled for later this year.

Overview
This three day course will consist of two days of Human Services Response™ (HSR) soft skills training followed by a half day of HSR logistics and a half day of media training for HSR teams.

Course Format
Lecture, discussion, and video clips of actual disaster survivors are all used in the program. Participants will be involved in case studies, group work and role plays. The course may also include guest speakers who are disaster survivors. Participants can be assured of an interactive and informative course.

Course Details

DAY ONE & TWO
Supporting Survivors after Traumatic Events
This portion of the course is a “hands on” course designed to provide participants with the skills necessary to effectively support survivors following a major accident or disaster. Concepts and models in this course are based upon the Human Services Response™ program created by Dr. Carolyn V. Coarsey. These concepts are based on 23 years of research with survivors and family members of disasters.

• Preparation for working with accidents
• Complexities of disasters (including mass transportation)
• Introduction to communications with survivors
• Survivor & family needs
• Human Services Response™ and second assaults, traumatic stress: how it affects survivors
• Why families travel to the accident site and need personal belongings
• Why factual and direct communication is so important
• Communicating with few words
• Survivor stories and exercises in silence
• Meeting survivors for the first time
• Best practices, based on survivor feedback
• Role-plays for meeting families for the first time
• Employee stress

DAY THREE
HSR Logistics
Simply training a team is only part of the process. HSR teams require leadership, organization and structure. This part of the course provides an introduction into the various aspects of team management, including:

• Notification Processes
• Team Assignments
• Deployment Processes
• Tracking & Supporting Deployed Teams
• Demobilization

This portion of the course will include mini-group exercises.

Media for HSR Teams
When a disaster or other emergency occurs, many organizations find they are not adequately prepared to respond to the media and public demand for information. The availability and sophistication of today’s mobile technologies further complicates matters as it all but ensures that media, public and employee involvement will occur almost immediately.

A crisis can solidify a positive reputation, or it can destroy one. Your team members must be ready to respond and define your image, your response, and priorities. Anyone representing your company in the field as a Care Team responder; station or port manager; or in the reservations center must be able support your organization's response and communications efforts.

As part of our approach, we advocate the preparation of responders to effectively manage a variety of potential media situations, while safeguarding the privacy of those affected by a tragic situation. This training is specifically designed for those individuals who protect your image and reputation on the front lines - the people who may be the first to interact with the media, the public and family members.

As much as your spokesperson, these individuals are integral to your success but are often overlooked in many crisis plans. Frequently, this population receives basic information to convey to those who arrive or call during a crisis. Experience has shown this isn't enough. Many times, high emotions and high pressures can give rise to insecurity, and inexperience can create problems and regrettable mistakes.

Using scenario-driven role-play, participants in HSR Team Media Training will learn how to:

• Reinforce established communications procedures, policies and protocols with confidence
• Overcome and diffuse many of the challenges front-line responders may face from the media using proven tactics and strategies
• Handle the challenges presented by digital media such as mobile phones, YouTube, Twitter and the blogosphere.

Course Logistics

Location
Offices of BMS CAT
303 Arthur Street
Ft. Worth, Texas 76107 USA

Accommodations
Those requiring rooms may book directly through one of the following hotels:

Residence Inn by Marriott (Fort Worth ~ Cultural District)
Carol A. Rees, CMP
2500 Museum Way
Fort Worth, Texas 76107 USA
Phone: 1-817-885-8250
Fax: 1-817-885-8252
carol.rees@marriott.com
www.marriott.com/dfwrw

SpringHill Suites by Marriott Fort Worth University
3250 Lovell Ave
Fort Worth, Texas 76107 USA
Phone: 1-817-878-2554
Fax: 1-817-820-0044

Courtyard Downtown Blackstone
601 Main Street
Fort Worth, Texas 76102 USA
Phone: 1-817-885-8700
Fax: 1-817-885-8303

The Worthington Renaissance
200 Main Street
Fort Worth, Texas 76102 USA
Phone: 1-817-870-1000
Fax: 1-817-338-9176

Dates & Times
27-29 May 2009
Course starts at 8:30 AM and ends at 5:00 PM

Breaks & Lunches
Coffee, tea and water is provided during breaks.
Lunch will be provided

Dress
Business Casual

Faculty

Carolyn V. Coarsey, Ph.D.
Jeff Morgan
Jeff L. Braun
Amy Cann

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