City of San Marino
Emergency Operations Plan
FAMILY ASSISTANCE
CENTER PLAN
June 2024
Approved:__ ___ _______________ Date: ________________
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CONTENTS
Introduction .......................................................................................................................................................2 The Family Assistance Center (FAC)...........................................................................................................2 FAC Activation Threshold..............................................................................................................................3 Scope ...................................................................................................................................................................3 Objectives...........................................................................................................................................................3 Assumptions.......................................................................................................................................................4 SMUSD Related Event.....................................................................................................................................4 Code of Conduct..............................................................................................................................................4 Elected Officials.................................................................................................................................................5 Planning ...............................................................................................................................................................5 Organization Chart* – Family Assistance Center (FAC).........................................................................6 Staffing .................................................................................................................................................................6 Management Section Duties...........................................................................................................................7 Recommended FAC Locations......................................................................................................................8 Operational Sequence .....................................................................................................................................8 Security ...............................................................................................................................................................9 Media and Communications...........................................................................................................................9 Donation Management....................................................................................................................................9 Recovery.......................................................................................................................................................... 10 Additional ........................................................................................................................................................ 10 2 Family Assistance Center Plan
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INTRODUCTION
The City of San Marino is committed to protecting its community members by providing coordinated and quality family assistance following any crisis. The creation of this plan is based on review of recent incidents involving mass causalities. This plan is intended to support the existing City of San Marino Emergency Operations Plan (EOP) and include “all-hazards” e.g., manmade, natural disasters, criminal/terrorist incidents that are aligned with the County of Los Angeles Department of Mental Health, Family Assistance Center Plan.
This plan serves as a tool to provide guidance to the City of San Marino regarding managing large numbers of injuries and fatalities. This plan describes a coordinated response along with County of Los Angeles Operational Area entities, non-governmental organizations (NGOs) and allied agencies within Disaster Management Area C, to facilitate a Family Assistance Center.
After a mass casualty incident (MCI), it is important to quickly connect survivors with their loved ones. Often, the best approach is to relocate survivors to a location away from the incident scene.
Recovery from a crisis is one of the most sensitive and complex operations in an “effective” mass casualty incident (MCI) response. Family Assistance Centers (FACs) are encouraged to open immediately following an emergency as part of the response which offers specialty support functions not assigned to the affected community. Following the immediate aftermath of an MCI, families will gravitate to where they believe their loved ones may be found, to obtain information.
THE FAMILY ASSISTANCE CENTER (FAC)
The FAC is a location for families of disaster victims to receive information about loved ones, and establish a connection with resources that aid in their recovery. The FAC provides several types of services for those victims and families and is the responsibility of the City of San Marino to coordinate along with other allied agencies, for example:
• Coroner death notifications.
• The City of San Marino will work with local officials, law, fire, businesses and health care facilities to assist with family information and notification. • Assist in tracking victims/survivors in locating facilities where medical care has been provided, and collecting that information in a single location to ensure coordination and communication remain consistent and clear.
• Services to include emotional support, spiritual care. • Mental health or other social services.
• Missing; transported; or deceased persons.
• Assist the San Marino Unified School District (SMUSD) with assistance in reuniting survivors with loved ones.
• The reunification process is not a FAC.
The FAC should address the following:
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• Incident Command needs to be aware that a FAC has been established and communicate to the City Manager’s Office the location to refer potential witnesses, victims/families to that location.
• The Emergency Services Director in consultation with other involved agencies (law enforcement/fire) need to discuss the immediate release of a community alert and/or media notifications of the FAC location – keep the community informed! Messaging about expected actions should take place as soon as possible to decrease confusion. • City leadership should consider recommendations made by public safety, trauma response and mental health professionals when reacting to the incident. • It is imperative all FAC personnel e.g., City and partner agencies support diversity, equity, inclusion and remain aware of cultural differences within the community. • Accommodations for persons with access and functional needs must also be considered. • The Los Angeles County Office of Emergency Management Watch Center Duty Officer and the Area C Disaster Management Area Coordinator should be notified of the FAC activation.
The activation of the San Marino FAC is the responsibility of the City of San Marino, Director of Emergency Services (City Manager); Fire Chief; Police Chief or unless otherwise documented in the current San Marino Emergency Operations Plan (EOP).
FAC ACTIVATION THRESHOLD
The activation of an FAC should be considered if any of the following occur:
• Potential for 5 or more fatalities at a single incident. • An incident resulting in 10 or more seriously injured persons transported for treatment. • An incident attracting widespread media reporting resulting in intense public scrutiny. • At the request of the SMUSD or a cooperating entity.
SCOPE
This plan contemplates activation, operations, management and demobilization strategies for a FAC. This plan is intended to supplement the current County of Los Angeles Department of Mental Health Guidance, “Family Assistance Center Plan” and the Mass Violence Response Plan.
An area within the FAC may also serve as a location to help facilitate information and notification of missing persons. If requested by the SMUSD, a separate area of the FAC may be set aside to help facilitate the function of reunification of parents and students.
OBJECTIVES
The following Objectives are offered to assist recovery efforts:
• Provide accurate and timely information to the immediate family of victims/survivors regarding the incident.
• Provide a mechanism to coordinate efforts between law enforcement, emergency medical services, the Coroner, religious support and other mental health resources to facilitate identification of victim status and family notifications. • Coordinate mental health support to families and friends impacted by the incident. 4 Family Assistance Center Plan
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NOTE: Area C Chaplains may be requested through the Area C DMAC. • Utilize a facility that may be easily secured to prevent unauthorized access; includes restroom facilities and dining areas; and includes rooms for counseling or small group reunifications.
ASSUMPTIONS
• Implementation of this plan assumes the MCI, disaster or local emergency occurs within DMAC Area C and/or the City of San Marino.
• National Incident Management Systems (NIMS)/Standardized Emergency Management System (SEMS)/Incident Management System (ICS) protocols will be utilized to facilitate the notification and resource request process among all supporting agencies. • The City of San Marino is responsible for implementation of this plan that includes activation, coordination and participation in related FAC training and exercises. • DMAC Area C will support the City of San Marino FAC through Mutual Aid requests via County of Los Angeles Operational Area and other local partners. • The City of San Marino EOC will notify and collaborate with the County of Los Angeles Operational Area EOC during any local emergency, declared disaster and/or FAC operation.
• During a disaster, most if not all family members of seriously injured victims/survivors will travel to where the injured are hospitalized. Once injured victims/survivors are released, these family members (including victims) will in all probability, return home. These individuals may have been witnesses and would be able to provide valuable information regarding an on-going criminal matter. It is important that these family members/victims are tracked.
• If the County of Los Angeles EOC is activated for an incident in San Marino, Area C DMAC will deploy to the City of San Marino EOC as a Liaison.
SMUSD RELATED EVENT
• If requested, the City of San Marino will activate a FAC, and provide support and assistance to the SMUSD.
• Establish an area within the FAC for students/SMUSD reunification team members. • Establish a medical triage, treatment, and counseling resources location in the reunification area.
• Coordinate and assist the SMUSD with protocols for notification, information release, orderly check-in, checkout, record keeping and release of minors to adults. • Ensure a one voice messaging with reliable, authentic information that involves all stakeholder agencies.
• The reunification process is best managed by the entity involved, school, or business with assistance from the City, if requested.
CODE OF CONDUCT
• All FAC personnel are required to protect the privacy of victims and families and should have no contact with the media.
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• Communicate openly, respectfully and directly with victims, family and staff to optimize services and promote mutual trust and understanding. Handle conflict immediately and ask for help if needed.
• Conduct FAC related business professionally and with integrity. • Be sensitive to the environment and enforce “Quiet Zones” inside the FAC. • Assist where needed in providing care and/or needed services. • Clearly identify yourself and your position to victims. • Have a “go-bag” with administrative equipment at the ready. • Protect personal property of victims and families at the FAC to prevent loss, theft etc.
NOTE: At crime scenes, personal property may not be released immediately pending investigation and processes established by SMPD.
ELECTED OFFICIALS
• Elected officials have the role of supporting the City Manager (Director of Emergency Services), first responders, victims, survivors, community members, the work force and allied agencies in the recovery phase of a disaster or local emergency. • Elected officials also have the duty and responsibility to consider proclaiming a local emergency during a properly noticed meeting and upon recommendations by the Director of Emergency Services when conditions become, or are anticipated to, exceed the resources of a local jurisdiction.
• During times of crisis, elected officials may be a valuable asset to the community by having a clear understanding of how government responds to emergencies and disasters, what resources are available, what types of assistance can be provided to residents, and how much time it may take to deliver the assistance.
• Staying informed as to incident status is critical during and throughout the emergency, as constituents will reach out to their representatives for guidance. • The responsibilities for release of information often becomes political and all elected officials must put others above self-interests.
• Elected officials should adhere to the same limitations placed upon other appointed officials and employees as to disseminating information refraining from interfering with ongoing law enforcement or medical operations; and providing practical assistance when and where requested by the Incident Commander and /or the Director of Emergency Services. All public information should be released on via the PIO unless the Director of Emergency Services or Incident Commander requests elected officials provide separate information.
• Elected officials should work through the City Manager’s Office to ensure consistent messaging and guidance for a FAC visit.
PLANNING
The ICS “Planning P” should be followed. An Incident Action Plan (IAP) must be completed once the FAC is activated and be created for each operational period. The FAC Director (Command) must ensure all staff (General staff) have a clear understanding of the operational period, incident objectives, their individual roles and flow of operations. The initial planning briefing should include:
• A completed Incident Action Plan (IAP), ICS-201
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• Synopsis of the incident
• Priorities and Objectives
• Code of Conduct
• Logistics
• Facility layout and flow of operations
• Brief synopsis of agencies in support and services to be provided • Specific work tasks
• Resources available to maintain Situational Awareness ORGANIZATION CHART* – FAMILY ASSISTANCE CENTER (FAC)
*Every position does not need to be filled; however, the function performed may need to be addressed.
STAFFING
In a local emergency or disaster, the EOC will be activated and staffed by assigned EOC Cadre.
Staffing the FAC can be personnel intensive. Staffing of the FAC should include trained, City professionals from throughout the organization, e.g., Human Resources, Public Works, Parks & Recreation, Finance, Community Development, etc. Mutual Aid may provide additional resources however, it is important to remember the responsibility for the FAC remains with the City of San Marino. “Deputy” positions should be staffed by City of San Marino personnel for 7 Family Assistance Center Plan
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accountability and cost tracking1. The “FAC Director and Deputy” should be City of San Marino personnel.
It is recognized under certain conditions the ability to staff all of the San Marino FAC positions may not be possible. Therefore, depending on available personnel the following priority FAC Staffing for San Marino should be as follows:
1. FAC Director
2. Deputy FAC Director
3. Deputy Operations Chief
4. PIO
5. Deputy Finance Chief
6. Deputy Logistics Chief
7. Deputy Planning Chief
MANAGEMENT SECTION DUTIES
FAC Director: responsible for the overall management of the FAC, to include the development and implementation of strategic goals and objectives, and approval and release of resources. The FAC Director or designee coordinates with the Facility Liaison regarding the use of the facility for the FAC. The FAC Director should be a designated employee of the City of San Marino.
Deputy FAC Director: responsible for assisting in the management of the FAC and the point of contact for representatives of other assisting government and NGO agencies. The Deputy FAC Director should be a designated employee of the City of San Marino.
Public Information Officer (PIO): responsible for communicating with the public, media and/or coordinating with other agencies, as necessary, with incident related information requirements. The PIO is responsible for developing and releasing information about the FAC to the news media, incident personnel, and other appropriate agencies and organizations (the PIO should not change from day to day). The PIO should be a designated employee of the City of San Marino.
Deputy Operations Section Chief: responsible for managing FAC on-scene operations to meet the incident objectives established by the FAC Director (Operations Section Chief may be from another supporting agency other than the City of San Marino).
Deputy Logistics Section Chief: responsible for managing and coordinating FAC logistics, disability support needs, information technology and communications resources (Logistics Section Chief may be from another supporting agency other than the City of San Marino).
Deputy Planning Section Chief: responsible for collecting, evaluation and dissemination of information about FAC operations and status of resources. The Deputy works closely with the FAC Director and Operations Section Chief to develop Objectives. The Planning Section is
1 In a local emergency, all City personnel become Disaster Service Workers under Government Code Sections 3100-3109 and may be required to work by the Director of Emergency Services. 8 Family Assistance Center Plan
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comprised of Demobilization and SITSTAT (Planning Section Chief may be from another supporting agency other than the City of San Marino).
Deputy Finance/Administration Section Chief: responsible for all administrative and financial considerations surrounding the FAC (Financial/Administration Section Chief may be from another supporting agency other than the City of San Marino).
RECOMMENDED FAC LOCATIONS
The FAC should be a facility that will accommodate shelter, parking, privacy for notifications, counselling areas, family support service areas, food service, restrooms and a community gathering area.
The City of San Marino has one potential location that lends itself geographically and practically to accommodating a Family Assistance Center (FAC).
1. The San Marino Community Center, 1800 Huntington Drive, San Marino CA
OPERATIONAL SEQUENCE
1. All visitors register
2. Prescreen at perimeter – practice respectful communications
3. Assess for interpreter/special accommodations
4. Verify purpose of visit – ID
5. Provide escort to support service area – special needs accommodations
6. Notify family members
7. Assess for additional support services
8. Send to specific areas in the FAC
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NOTE: It is important to have information regarding missing persons, victims, hospitals etc. as soon as possible in order to maintain situational awareness and efficiently process all families/victims.
SECURITY
• Managed by law enforcement and/or Mutual Aid
o Perimeter security
• Within the FAC
o High visibility presence in critical stations, e.g., interview area, child care etc. o Refer to mental health services first before removing unruly subjects. o Maintain visible presence at high security or restricted areas (interview rooms)
MEDIA AND COMMUNICATIONS
• Media staging should be established in a location that does not prevent access or deter victims of family members or friends from entering the facility. • Media should not be allowed into the FAC.
• The Director of Emergency Services must approve access for any national, state, or local elected or appointed officials who are not part of the FAC activation. • An area for all elected or appointed officials who are not part of this Plan should be designated by the Director of Emergency Services that is separate from the FAC’s ongoing operations. Individuals not participating in the FAC operations should be restricted to this area to avoid their interference with duties of the PIO, Incident Commander, Director of Emergency Services, and other law enforcement professionals. • Community notifications and public warnings should be issued by City representatives with input from cooperating agencies.
• Media interviews should be delivered by principal representatives of the City, the City Manager, Chief of Police, Fire Chief, and the Mayor.
• Keep messages compassionate, concise, based upon facts, simple and informative. • Correct misinformation as soon as possible.
• Establish regular schedules for media releases.
• Decide which officials and stakeholder will speak, and in what order at press briefings. • Elected officials should never comment on rumors or victim information until confirmed by the Coroner, medical professionals and/or public safety officials.
DONATION MANAGEMENT
Often after a tragedy, people from across the country, and even the world, want to express their condolences through cards, memorabilia, gifts, and cash donations. These donations pressure an organization into making quick decisions about handling the gifts. Having a plan in place to manage donations can help relieve this pressure. Considerations should include:
• The City, with advice from the City Attorney, should act early in organizing donation management.
• Set up a donation fund ASAP in partnership with a trusted community organization or foundation approved by the City.
• The City should avoid accepting monetary donations on behalf of victims. 10 Family Assistance Center Plan
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RECOVERY
• City leaders must become highly visible during a crisis and assume active support roles. • The Los Angeles County Mental Health Department is a source for referrals and professional counseling.
• Be prepared for national and state elected officials to respond to the site and attend victims’ funerals.
• City leadership is cautioned to be mindful as to what is said publicly regarding an incident, especially those involving accident and criminal investigations. Additionally, depending on the situation, municipal entities may become involved in future litigation. • Be prepared to engage in and manage town halls meetings, vigils, and memorials.
ADDITIONAL
• Managing a FAC can be a complex operation that requires leadership, cooperation, organization and compassion.
• It is important San Marino personnel assigned to the FAC refer to the County of Los Angeles Department of Mental Health, Family Assistance Center Plan Handbook for Job Aid Information.
• The attached Mass Shooting Checklist can be utilized to assist with the initial response to an incident as a quick reference guide.
Alhambra • Burbank • Glendale • La Canada Flintridge • Monterey Park • Pasadena • San Fernando • San Gabriel • San Marino • South Pasadena Mass Shoo(ng Incident Checklist (Ini(al Response)
• No(fica(ons need to be made to the following by the IC or the designated authority immediately:
o Fire Chief
o Police Chief
o City Manager
§ They will no(fy the City Council
o Emergency Manager
§ They will no(fy local county offices of emergency management. o Public Informa(on Officer
§ Iden(fy media staging ASAP.
o Local county or suppor(ng agency departments for mental health re o The Red Cross
• Public Alerts and Warnings need to be issued within 15 minutes of the incident with the following:
o Source (who are you)
o Hazard
o Loca(on
o Dura(on
o Expected Ac(on
o Info/Follow-up
§ If you have no informa(on, provide a general alert with what you do know. Be clear, direct, and honest.
§ EX: (Agency) A shoo(ng has occurred at ______. (Avoid the area/Shelterin-Place/Evacuate the) in the (Area). Unknown dura(on. For informa(on, go to @twi[er.
• Request ac(va(on of the Emergency Opera(ons Center (EOC) o Immediately start staff recall (only call-in A/B Shi^) o Facilitate all resource requests through the EOC, such as translators, food, and media (coordinated through a JIC if available), etc.
o If you need assistance in staffing your EOC (think days ini(ally and weeks), make an EMMA request right off the bat.
o Request a liaison for each agency at the incident site or suppor(ng sites. • Ac(vate the Family Assistance Center
o Request assistance ASAP if your city staff does not have the bandwidth. o Assign a PIO to the Family Assistance Center
o Iden(fy assis(ng agencies such as:
§ Coroner’s Office
Alhambra • Burbank • Glendale • La Canada Flintridge • Monterey Park • Pasadena • San Fernando • San Gabriel • San Marino • South Pasadena § FBI (as needed)
§ Mental Health
§ Social Services
§ Transla(on Services
§ Red Cross
§ Etc.
o Determine hours of opera(ons
o Iden(fy on-site facility lead.
o Push, publish, and promote the loca(on.
o Iden(fy a team to assist with recovery and transi(on planning. • Prepare for managing incoming elected officials.
o Create talking points to share with City Council Members (not just yours!) o If possible, coordinate visita(on (mes to avoid disrup(ng the Family Assistance Center ac(vi(es.
o Assign a liaison to work with the representa(ves and their security teams o An(cipate visits from the following:
§ President/Vice President
§ Governor
§ Senators
§ City Councils
§ District A[orney
§ Mayors
§ Anyone poli(cally affiliated
• DO NOT accept any money or dona(ons. Find a local community organiza(on you work with to assist with this!