Taking Care of Families: Casualty Notification & Assistance

Taking Care of Families: Casualty Notification & Assistance
DEPARTMENT OF THE ARMY Casualty and Mortuary Affairs Operations Center (CMAOC) Training Taking Care of Families: Casualty Notification & Assistance Casualty Notification Officer Module February 2010

The Big Picture Taking care of Families is part of a comprehensive program to support Families of fallen Soldiers Includes the extended Army Family This course is designed to provide you the tools necessary to successfully complete your duties as a Casualty Notification Officer and Casualty Assistance Officer The next two days of training are designed to train you on: Casualty Notification The emotional toll Casualty Assistance

Agenda DAY 1 CNO Training DAY 2 CAO Training Importance of the CNO
Preparing for Notification Giving Notification Outbrief to CAC Grief & Bereavement DAY 2 CAO Training Importance of the CAO Pre Funeral Care Funeral Post Funeral Care Benefits Investigations Certification Exam

Applicable Regulations
AR 1-33 The Army Memorial Program (dated 30 May 2006) AR The Department of the Army Freedom of Information Act Program (dated 1 November 1997) AR Military Morale, Welfare, and Recreation Programs and Nonappropriated Fund Instrumentalities (dated 31 July 2007) AR The Army Privacy Program (dated 5 July 1985) AR Army Casualty Program (dated 30 April 2007) AR Army Command Policy (dated 18 March 2008) AR Salutes, Honors, and Visits of Courtesy (dated 24 September 2004) AR Fatal Training/Operational Accident Presentations to the Next of Kin (dated 2 January 2003) AR Care and Disposition of Remains and Disposition of Personal Effects (dated 22 December 2000) DA Pam Procedures for the Care and Disposition of Remains and Disposition of Personal Effects (dated 22 December 2000)

Introduction “There is no more effective way of creating bitter enemies for the Army than by failing to do everything we can possibly do at a time of bereavement. Nor is there a more effective way of making friends for the Army than by showing we are personally interested in every fatality which occurs.” General George C. Marshall

CNO Course Objectives Define the role of the Casualty and Mortuary Affairs Operations Center (CMAOC) Define the role of the Casualty Assistance Center (CAC) Identify the qualifications of a Casualty Notification Officer (CNO) Identify reportable casualty categories Identify steps taken to prepare for casualty notification officer duty

CNO Course Objectives Identify steps involved in the notification process Select information that is covered in the Privacy Act of 1974 Identify possible responses to grief reactions Identify steps required for Dignified Transfer, media access and Family travel to Dover AFB Identify elements of the brief to the Casualty Assistance Officer (CAO) Participants must complete a knowledge test at the end of the course with a 70% or greater success rate

Casualty Notification Flow
CMAOC Reporting CAC Casualty Occurs Assistance to NOK Notification of Next of Kin (NOK) If NOK is in Reporting CAC AOR Reporting CAC Assistance to NOK Notification of Next of Kin (NOK) If NOK is not in Reporting CAC or HSCAC AOR Supporting CAC Assistance to NOK Notification of Next of Kin (NOK) If NOK is not in Reporting CAC AOR, but in HSCAC AOR Home Station CAC

Notification and Assistance Procedures from Previous Slide
Theater Casualties Unit (DA Form 1156) Casualty Occurs BN S1 (Verify) BDE S1 (INIT Rpt) Notification and Assistance Procedures from Previous Slide CMAOC Contingency CAC When a casualty occurs during contingency (in theater) operation the unit or person having knowledge of the incident completes a DA Fm 1156, commonly known as a Casualty Feeder Cards. The report is submitted and verified by Battalion or Brigade Personnel. The incident is them reported to the Casualty Area Command who verifies the information and submits the Casualty Report to the Casualty and Mortuary Affairs Operation Center whose acronym is commonly known as CMOAC. When a non theater occurs, the CAC responsible for that area verifies the information and submits the initial casualty report to CMAOC CMOC notifies all concerned CACs including the Soldiers home station CAC and any supporting CAC which may need to provide assistance to family members located in those areas. CMAOC also monitors and assist those areas throughout the process CACs also coordinate and communicate activities among each other depending on the specific case.

CMAOC Responsibilities
CMAOC – Casualty and Mortuary Affairs Operations Center: Mission: Provide policy guidance and operational control over the Army Casualty and Mortuary Programs Casualty and Mortuary Affairs Branch (CMAB) Notification Section: Twenty-four hour operations cell responsible for coordinating notification actions for all reportable casualties world-wide Travel and Transportation Section (T&TS): Coordinates Family member travel Case Management Section: Assigns Case Manager for each casualty case Army Long Term Family Case Management (ALTFCM)

CAC Responsibilities CAC – Casualty Assistance Center:
Accomplishes the administrative functions of the casualty operations, mortuary affairs and line of duty programs Accounts for, reports and documents all casualties within a specific geographical area Receives casualty information from local authorities, medical treatment facilities, other CACs or Family members Assigns the Notification Team to personally notify the NOK Coordinates ongoing notification actions with CMAOC

Casualty Assistance Center Locations
27 CONUS CACs DIX MCP CAR HUA BLI HOD SAM SIL RIL LEV LEO POL RUC CAM KNO DRU MEA LEE EUS BRA JAC BEN STE MDW BEL LEW GOR 1 Casualty Area Command KUWAIT PUERTO RICO (Ft. Buchanan) KOREA (8TH PERSCOM) JAPAN (Camp Zama) ALASKA HAWAII 6 OCONUS CACs EUROPE/AFRICA (USAREUR)

CNO Qualifications Notification Officer will be:
Officer – CPT or higher Warrant Officer – CW2 or higher Noncommissioned Officer – SFC or higher Equal or higher in grade to the casualty and/or PNOK (if military) Trained and certified in the responsibilities of a CNO IG: courteous, helpful & compassionate

Casualty Defined Casualty – any person who is lost to an organization by reason of having been declared: Deceased – requires in-person notification DUSTWUN – requires in-person notification EAWUN – requires in-person notification Injured – requires telephonic notification Ill – requires telephonic notification Missing – requires in-person notification Subcategories of Missing can be found in Army Regulation 14

Who is a Reportable Casualty?
Active duty military, mobilized ARNG/USAR, recalled retired Soldiers USAR/ARNG en route to or from or while participating in an authorized training activity as outlined in Army Regulation Army retirees Soldiers separated from the Army within 120 days Army civilian employees OCONUS and CONUS TDY Soldiers in AWOL status All Army dependents Contractors in a deployed Theater of Operation Medal of Honor recipients See Army Regulation for a complete list of reportable casualty categories

Primary Next of Kin (PNOK)
The person most closely related to the casualty The Army uses the DD Form 93 to determine the PNOK Spouse, even if a minor Natural, adopted, and illegitimate children Eldest Parent, or parent with custody of Soldier Persons standing in loco parentis Persons granted legal custody of the Soldier Brothers or sisters Grandparents Other relatives in order of relationship The Secretary of the Army IG: legal order of precedence; not the Army determining this order. Army uses what is on the 93 but if the 93 is not available this this the order the Army follows This same legal order of precedence for determining SNOL & PADD chapter 11.6

Preparation for CNO Duty
View the CMAOC Web site to re-familiarize yourself with the responsibilities of a CNO Review CNO Procedures (AR , Chapter 5) S1 Net (Requires AKO access) Access the audio on-demand for refresher training Review Privacy Act of 1974 as it pertains to casualty operations Be prepared to immediately depart for Dover AFB upon completion of notification Have ACUs and Class A’s/ASUs available Clip – Former CNOs Correa, Powers, Restall, Coffey, Wesley talk about actions after getting the call. HANDOUT W/ URLS: - CMAOC - S1Net - Audio On Demand GET URL FOR DT Video GET URL FOR MAB

Privacy Act of 1974 Notification Teams are required to adhere to the Privacy Act of 1974 policies which include, but are not limited to: Protecting the privacy of individuals from unwarranted intrusion Collecting only the personal information legally authorized and necessary Disclosing this information only as authorized by the Privacy Act Safeguarding personal information to prevent unauthorized use, access, disclosure, alteration, or destruction IG: cover what the PA states – what is protected specifically & why

Personal Identifiable Information (PII)
Full name (if not common) National identification number IP address (in some cases) Vehicle registration plate number Driver's license number Face, fingerprints, or handwriting Credit card numbers Digital identity Birthday Birth place Information that can be used to uniquely identify, contact, or locate a single person or can be used with other sources to uniquely identify a single individual When a person wishes to remain anonymous, descriptions of them will often employ several of the above, such as "a 25-year-old white man who attends George Mason University". Note that information can still be private, in the sense that a person may not wish for it to become publicly known, without being personally identifiable. Moreover, sometimes multiple pieces of information, none sufficient by itself to uniquely identify an individual, may uniquely identify a person when combined

The Notification Team Casualty Notification Officer Chaplain
Represents the Secretary of the Army Conducts notification and provides necessary support to NOK Determines when to depart the residence Chaplain Provides support to the notification officer Provides solace to the bereaved next of kin Will not make the notification Assists in determining when to depart the residence In the absence of a chaplain Staff Sergeant or above Appointed by the CAC New Clip – Chaplain Miller and Chaplain Randall discuses the role of the Chaplain on the notification team.

Notification Requirements
CNO must be prepared to report to the CAC or designated location within one hour of receiving the call Notification must be conducted in Class A or ASU with all authorized awards and decorations Notification must be completed within 4 hours of the time the CAC has received the initial casualty report Notification is conducted between the hours of local time (Any exceptions must be approved by CMAOC)

Notification Team Briefing
Learn about the case Receive pre-notification briefing covering: Casualty Report Local procedures DD Form 93 (Record of Emergency Data) Ensure all NOK are identified Ensure addresses are complete and in the correct format Validate NOK and addresses with DEERS Notification Script (internalize) Record of Notification Actions Form IG – CNO does not have anything to do with determining who is notified BUT everything that is covered here under reviewing the 93 is meant to inform you of how the PNOK is determined

Apparent Self-Inflicted Deaths Circumstances surrounding the death Available factual information Personal feelings about apparent self-inflicted deaths Key elements of notification script Use the term “apparent self-inflicted” Never use the term “suicide” Status of ongoing investigation(s) IG – CNO does not have anything to do with determining who is notified BUT everything that is covered here under reviewing the 93 is meant to inform you of how the PNOK is determined

The CAC may provide you with the following information: Dover Media Access Script Travel and Transportation Section (T&TS) Appointment Orders (local memorandum) A Map to the Residence Emergency response numbers Clip – SFC Davis and Chaplain Barrett receiving their CAC briefing from Ms. Williams.

En Route to the Residence
Use your time wisely Internalize notification script Speak to the chaplain about his/her past experiences Mentally prepare for the notification Top clip – Chaplain Miller about treating the individual as somebody’s child regardless of the manner of death and SFC Stone talking about helping the family members during this trying time. Bottom clip – CPT Van Horn and SFC Powers talking about actions prior to notification.

What if . . . ? In the event the NOK is not home, call the CAC
Do not leave the area Do not park directly in front of the residence to wait for the return of the NOK The CAC will provide further guidance which may include visiting one or all of the following: Neighbors Law enforcement agencies Place of employment Clip – SFC Davis and Chaplain Barrett at the door and Carrie does not answer…

Notification Tips Leave casualty report in the vehicle while inside the residence Place cell phone on silent or turn off Only disclose information approved by the CAC Be natural in your delivery and internalize the notification message Stay calm and speak slowly; do not use notes Only use words that the NOK can understand; no acronyms Clip – Dr. Marmar discussing notification points. Same as from old CNO version.

The Notification Visit
Always identify yourself and your team “I am SFC Davis from Fort Campbell, and this is Chaplain Barrett” Ensure you are speaking to the correct person “Are you Mrs. Carrie Clark, the spouse of CPL Scott Clark?” Request permission to enter the residence “May we come in please?” Clip 1 – SFC Davis at the front door. Clip 2 – SFC Davis conducting the notification – not the right place for this clip

Grief Reactions: What to Expect
Possible reactions from the NOK No Emotion Shock Disbelief / Denial Anger Extreme Grief Hostility Avoidance Medical Emergency Remember: Reactions may be very strong, but they are part of the shock and grief and are not about you. Do not take this personally. Top Clip – Letricia Nixon discussing her reactions when she was notified of the death of her husband and Chaplain Stone discussing the various forms of grief reactions you may face as a CNO. Bottom Clip – SFC Powers, CPT Van Horn, MSG Snyder talk about NOK reactions.

Responding to Questions
It’s okay to say “I don’t know,” but always follow up with, “I’ll see to it that you get an answer” If the incident is under investigation, assure the Family they will receive additional confirmed information when it becomes available Always note questions and remember to follow up with the CAC so that answers may be provided Top Clip – Chaplain Stone talking about the Family always asking the “why” question. Bottom clip – CPT Van Horn, Chaplain Wesley, Chaplain Brittian and Chaplian Grimenstein talking about responding to questions. NOTE: This is the long clip that we would like to shorten.

Family Travel to Dover and Media Access
Second Script Provided by CMAOC Read verbatim Engage Family while reading Chaplain will assist in determining appropriate time IG – need a good transition; maybe talk about how the questions from the family “When is my soldier coming home” and “when can I see….” can lead to the Dover Script Clip – SFC Rosenbaum discussing the urgency of preparing the trip to Dover to witness the Dignified Transfer.

Family Travel to Dover and Media Access
Does the PNOK desire to travel to observe the Dignified Transfer of Remains? If “Yes” – Place PNOK in direct contact with CMAOC T&TS If “No” – Does the PNOK want to designate anyone to travel to observe the Dignified Transfer Does PNOK consent to media coverage of the Dignified Transfer? Yes to full media coverage Dover Military media only – FOIA rules apply No media at all PUT IN IG: PNOK’s decision cannot be overruled by other Family members If PNOK is a minor, guardian will make decision

Travel Considerations for Dignified Transfer
PNOK may travel with two additional Family members T&TS makes reservation for PNOK and reserves seat for CAO CAC will publish travel orders for CAO CAO will assist PNOK in packing suggestions (up to two days stay) CAO will ensure PNOK understands the Dignified Transfer process CAO will explain that there will be no viewing or access to their loved one at Dover AFB 30sec side load on this slide

Dignified Transfer at Dover
Key Events Family transported to DT from Chapel (1.5 miles) Carry Team/DT Officer march from pax terminal’s Carry Team Lounge to aircraft (0.1 mile) Media transported to DT from 3 AS briefing room (0.1 mile) Legend Family Location Media Location Carry Team/DT Officer Mortuary Trans Vehicle K-Loader Vehicle Movement Approximately 75% of the returning Soldiers return on a Contracted 747, here you can see the Side Load. The Family location includes the bus; family standing on side of bus, so media view is blocked. I want to emphasize that Families attending the DT will be shielded from direct view of the media to the extent possible during the DT and that if they wish to have direct access to the media, that can be arranged at a location away from the tarmac after the DT. Transition: As the CNO there are some other considerations to be aware of, so let’s cover those now.

Family Arrangements at Dover AFB
Arrival at near by airports Philadelphia International (preferred) Washington Dulles International Baltimore-Washington Thurgood Marshall International Ronald Reagan Washington National Ground transportation to Dover AFB is authorized if within a safe driving distance Upon arrival, travel to hotel or Dover AFB, based on arrival time of deceased Soldier *****Find out when family receives debit card at dover or at cac? Folks in T& TS will be able to tell me There hasn’t been a final decision on this according to Dan. He’s going to get T & TS to confirm and / or give me the contact information. He believes that it would be issued at Dover

Prior to Leaving Complete Record of Notification Actions and submit to the CAC Time of notification 45 day address NOK telephone contact number NOK professional title or rank, if applicable NOK not accounted for on DD Form 93 Follow the guidelines of the Privacy Act of 1974 when handling personal information Clip 1 – SFC Davis obtaining the 45 day address from Carrie and reporting it back to the CAC.

When to Leave The CNO must determine the appropriate time to leave
No set time frame Do not leave the NOK alone. If no other adults are home, ask if there is someone you can call to come over Explain the support that the CAO will provide, and inform the PNOK that the CAO will contact him or her within a few hours Leave CAC telephone number and POC

CNO Duties – After Notification
Return to the CAC or designated location Return Record of Casualty Notification Actions Form Brief the CAC and CAO Relay any important information about the next of kin to include: Language requirements Feelings toward the Army Illness of any next of kin Grief reactions Family dynamics IG: cover what information the CNO needs to cover with the CAO Pets, be thorough Clip – CPT Van Horn talks about actions after the notification – back briefing the CAO and turning in paperwork.

CNO Resources Available Resources: Military OneSource 1-800-342-9647
Local chaplain Casualty Assistance Center Army Community Services (ACS) Department of Veteran Affairs (DVA) Chain of Command In the IG we need to cover what each of these services provides the CNO Clip – MSG Snyder, CPT Attilee, and SFC Correa talking about self-care.

Casualty Training Scenario 1
You have been appointed as the CNO to notify the spouse of SPC James Smith who was killed as the result of injuries sustained from an IED while serving in Iraq. You and the Chaplain have been briefed by the CAC Chief and you feel prepared to deliver the notification. Mrs. Smith answers the door and identifies herself as the spouse of SPC James Smith. You request to enter the home but Mrs. Smith refuses and demands to know why you are there. What action should you take?

You have been appointed as the CNO to notify the spouse of SPC James Smith who was killed as the result of injuries sustained from an IED while serving in Iraq. You and the Chaplain have been briefed by the CAC Chief and you feel prepared to deliver the notification. Mrs. Smith answers the door and identifies herself as the spouse of SPC James Smith. Once inside, you deliver the news in a compassionate manner. Mrs. Smith seems to take the news very well and immediately inquires about the monetary benefits associated with her husband’s death. How should you handle this situation?

You have been appointed as the CNO to notify the spouse of SPC James Smith who was killed as the result of injuries sustained from an IED while serving in Iraq. You and the Chaplain have been briefed by the CAC Chief and you feel prepared to deliver the notification. You knock on the door and a woman answers. You introduce yourself and the Chaplain and ask to speak to Mrs. Smith, the wife of SPC James Smith. The woman identifies herself as the mother of SPC Smith, and informs you that her daughter-in-law went on an errand and should be back soon. Mrs. Smith is now very concerned and wants to know if something has happened to her son. What action should you take?

You and the Chaplain have just completed a notification to the spouse of SGT Jane Doe. Mr. John Doe becomes very angry and exclaims, “I knew the Army was going to kill my wife eventually!” The Chaplain goes to him and tries to calm him down. Mr. Doe becomes even angrier, and says, “Someone is going to pay for this”, and leaves the room. What actions should you take?

You had been certified to be a CNO for about six months before you received a call from the CAC with a notification assignment. You feel pretty comfortable about the assignment and quickly head to the CAC for your final instructions. After you receive your briefing from the CAC Chief, you realize the casualty is a Soldier who worked for you during a previous assignment. You had become close to the Soldier and his family and wonder if you can handle the notification. What actions do you take? To identify another CNO would result in a two-hour delay in the Soldier’s spouse being notified.

You had been certified to be a CNO for about six months before you received a call from the CAC with a notification assignment. During your briefing, the CAC Chief informs you the notification is to the husband of LTC Susan Day, who was killed in a training accident at the Joint Readiness Training Center (JRTC). You and the Chaplain depart for the one hour drive to the residence. As you drive up, a well-dressed man with a brief case is getting into a car parked in the driveway. Do you approach the man before he drives away and attempt to continue with the notification, or should you allow the man to drive away? Discuss and justify your actions.

You had been certified to be a CNO for about six months before you received a call from the CAC with a notification assignment. You feel fairly comfortable about the assignment and quickly head to the CAC for your final instructions. You and the Chaplain arrive at the residence and notice numerous kids outside waiting for the school bus. The family you are to notify has a school-aged child. You are not sure if the child is in the group waiting for the bus. Do you continue with the notification, or wait until the school bus arrives to pick up the kids and departs? You attempt to call the CAC, but the line is busy. Discuss and justify your actions.

Summary In this module, we discussed the roles, functions, and responsibilities required to conduct a notification to include: CMAOC and CAC Roles CNO Qualifications Definition of Casualty Casualty Reporting Notification Preparation Privacy Act Requirements The Notification Team The Notification Grief Reactions Media Access at Dover AFB Family Travel to Dover AFB CAO Briefing CNO Post-Notification Actions Clip – Ms. Beard reading her letter.

CAO Preview CAO Responsibilities NOK Interaction Family Resources
Planeside Honors Funeral Planning/Execution Post Funeral Support Benefits For Survivors Personal Effects CAO Self-Care

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