Training

Additional Documents

Aviem is the leading provider of crisis-related training and the largest provider of family assistance training, based on the Human Services Response™ concepts, developed by Dr. Carolyn V. Coarsey. Aviem also offers leading-edge crisis communications training for dealing with the media/public, and our Operations training courses include the latest best practices in emergency management concepts for companies and other non-governmental organizations.

Human Services Response™

Available HSR-related training courses include:

Initial Training for Family Assistance Teams (Care/SAT) (HSR-101)

HSR-101 is a “hands on” course designed to teach participants the skills necessary to effectively support those involved in a crisis or disaster and their families. Course includes concepts and models from the HSR™ program created by Dr. Carolyn V. Coarsey along with role-plays and case studies from real-world responses.

Course Length: 16 Hours Over 2 Days
Recommended Class Size: 25
Course Instructor/Facilitator(s): 1 (plus 2 remote role-players If telephone training is desired)

Awareness Training for Family Assistance Teams (Care/SAT) (HSR-101A)

HSR-101A is designed to provide participants with an understanding of family assistance principles and to highlight the skills necessary to effectively support those involved in a crisis or disaster. Concepts and models in this course are based upon the Human Services Response™ program created by Dr. Carolyn V. Coarsey.

Course Length: 8 Hours
Recommended Class Size: 25
Course Instructor/Facilitator(s): 1 (plus 2 remote role-players If telephone training is involved)

Training for Onboard Family Assistance (HSR-101B)

HSR-101B is a “hands on” course designed to provide participants with the skills necessary to effectively support cruise passengers, crew members and family members during and following a crisis on board a ship or an excursion accident. Course includes concepts and models from the HSR™ program created by Dr. Carolyn V. Coarsey along with role-plays and case studies from real-world responses.

Course Length: 4 Hours
Recommended Class Size: 25
Course Instructor/Facilitator(s): 1

Family Assistance in the Airport/Seaport/Community Environment (HSR-075)

HSR-075 is designed to provide participants with an understanding of family assistance principles and to highlight the skills necessary to effectively support those involved in a crisis or disaster in the airport, seaport, or community environment. Course includes concepts and models from the HSR™ program created by Dr. Carolyn V. Coarsey along with role-plays and case studies from real-world responses.

Course Length: 8 Hours
Recommended Class Size: Up to 80
Course Instructor/Facilitator(s): 2 (plus survivor/family member guest speaker if desired)

Recurrent Training (HSR-102)

HSR-102 is a review of the basic skills necessary for meeting, interacting with, and parting from survivors of crises and disasters.

Course Length: 8 Hours
Recommended Class Size: 25
Course Instructor/Facilitator: 1

Call Center and First Contact Training (HSR-103)

HSR-103 teaches the necessary skills to properly handle telephone calls, both inbound and outbound, with passengers and family members who must cope with the aftermath of a disaster.  The course focuses on meeting the needs of people in crisis, even when no visual cues are available. Research and interviews with hundreds of survivors of air disaster, conducted by Dr. Carolyn V. Coarsey clearly show that the support offered to survivors via the telephones is just as important, if not more important that the face-to-face assistance offered by company special assistance teams.

Course Length: 8 Hours
Recommended Class Size: 25
Course Instructor/Facilitators: 1 (plus 2 remote telephone role-players)

Focused First Contact Training (HSR-103A)

HSR-103A is specifically designed to educate and empower executives and other responsible staff on how to contact a family and inform them of their loved one’s involvement in a crisis.

Course Length: 4 hours
Recommended Class Size: 25
Instructors/Facilitators: 1 (plus 2 remote telephone role-players)

Sensitivity Training for Call Center Personnel (HSR-103B)

HSR-103B instructs those receiving inbound calls and inquiries in both routine and crisis situations, either individually or as part of a multi-casualty event. The class will involve skills-building activities covering listening to, validating, and assisting callers, including practice with remote telephone role-players.

Course Length: 4 hours
Recommended Class Size: 25
Instructors/Facilitators: 1 (plus 2 remote telephone role-players)

Shipboard Security In-Service Training with QPR Suicide Prevention (HSR-104)

HSR-104 includes both of the following components:

Model Course CVSSA
This two-hour interactive Human Services Response™ (HSR) course includes:

  • Requirements and exam for Model Course CVSSA (“Vessel’s crew assigned to security, safety & care of victims of alleged sexual assault.”);
  • Video interviews with survivors of cruise line crises demonstrating needs on and off ships;
  • Case studies from real-world onboard crises; and
  • Role-plays for engaging/supporting survivors and families on board in the aftermath of a sexual assault.

QPR (Question, Persuade, and Refer) Suicide Prevention Program 

This two-hour, audience engaging QPR Gatekeeper course teaches team members to recognize and act on the warning signs of suicide. Includes:

  • Survivor (passenger & crew) interviews of suicide on onboard and how best to assist passengers and crew members
  • Suicide myths & facts
  • Factors specific to ship employees & risk factors for passengers
  • QPR booklets to use as reference while on board

Course Length (CVSSA + QPR): 4 Hours
Recommended Class Size: 25
Course Instructor/Facilitators: 1

Shipboard Security In-Service Training (HSR-104A)

Model Course CVSSA
HSR-104A is a two-hour interactive Human Services Response™ course that includes:

  • Requirements and exam for Model Course CVSSA (“Vessel’s crew assigned to security, safety & care of victims of alleged sexual assault.”);
  • Video interviews with survivors of cruise line crises demonstrating needs on and off ships;
  • Case studies from real-world onboard crises; and
  • Role-plays for engaging/supporting survivors and families on board in the aftermath of a sexual assault.

Course Length (CVSSA): 2 Hours
Recommended Class Size: 25
Course Instructor/Facilitators: 1

QPR (Question, Persuade, and Refer) Suicide Prevention Program (HSR-104B)
QPR (Question, Persuade, and Refer) suicide prevention program

HSR-104B is a two-hour, audience engaging QPR Gatekeeper course that teaches team members to recognize and act on the warning signs of suicide. Includes:

  • Survivor (passenger & crew) interviews of suicide on onboard and how best to assist passengers and crew members
  • Suicide myths & facts
  • Factors specific to ship employees & risk factors for passengers
  • QPR booklets to use as reference while on board

Course Length: 2 Hours
Recommended Class Size: 25
Course Instructor/Facilitators: 1

Family Assistance Team (Care/SAT) Leadership (HSR-300)

HSR-300 illustrates that leadership in a crisis environment involves new and different challenges than those found in the normal business operation. The course focuses on the operational issues of leadership along with the skills needed to lead and motivate teams working under maximum stress.

Course Length: 8 hours
Recommended Class Size: 25
Course Instructor/Facilitators: 1

Family Assistance and Emergency Planning Overview for Executives and Leaders (HSR-500 & HSR-500A)

HSR-500 provides practical information and guidelines to assist company executives in understanding the role of leadership in a disaster, the importance of supporting company teams, interacting with other stakeholders such as local, state and federal agencies, as well as other non-governmental organizations and maintaining other company operations. The course also explores a crisis or disaster’s impact in the larger context of long-term effects on customers, employees, and the public. Experience has shown that a well-orchestrated response to disaster can create loyalty – even from those directly affected – as well as enhance the organization’s public image.

Course Length: 8 hours (HSR-500) or 4 hours (HSR-500A)
Recommended Class Size: Variable
Course Instructors: 1

Operations

Family Assistance Team (Care/SAT) Operations and Control (OPS-200 & OPS200-A)

OPS-200 provides team directors, coordinators, and leaders with the skills necessary to effectively manage a Family Assistance Team (Care/SAT) on a day-to-day basis in “pre-disaster” mode and when the team must respond to a mass casualty accident.

Course Length: 8 hours (OPS-200, w/ role-plays); 4 hours (OPS-200A, w/o role-plays)
Recommended Class Size: 25-50
Course Instructor/Facilitator:1

Local Emergency Response Planning for Airports/Seaports/Communities (OPS-400)

OPS-400 recognizes that while air/seaports and other public/governmental organization employees may not be part of a company’s emergency response team, they can be thrust into the midst of a developing crisis. Their actions thus often set the tone for the entire response. What happens in the first 24 hours can determine whether your company/organization will successfully respond to and overcome a disaster, or whether the disaster ultimately destroys your efforts and reputation. This course provides the basic skills needed to effectively manage a crisis until other company resources are able to respond.

Course Length: 8 hours
Recommended Class Size: No maximum
Course Instructor/Facilitator: 1

Go Team Training

This course is designed for all personnel who will travel to the accident site in order to respond to a disaster.  While there are many terms companies use, and the term “Go Team” has different meanings in different companies, we think of it as being ALL personnel who will travel to the accident site to perform a particular role in the response effort.  Certain tasks have to be performed at an accident site regardless of how your team is organized.  This course provides more “hands-on” skills for conducting effective onsite operations.

Family Assistance Operations

This course provides hands-on knowledge on the logistics and operational issues of establishing a Family Assistance Center and Joint Family Support Operations Center.

Station Training (Airlines)

Frontline and other public contact employees may not be part of a company’s emergency response team but, nevertheless, they can be thrust into the midst of a crisis, and often their initial actions set the tone for the entire response.  What happens in the first 24 hours after a disaster can determine whether your company successfully responds to and overcomes disaster or whether the disaster ultimately destroys your company.  This course provides the basic skills needed to effectively manage a crisis until other company resources are able to respond.

Train-the-Trainer Programs

Aviem also offers a number of Train-the-Trainer programs.  These programs include a comprehensive Facilitator’s guide, Participant Guide, PowerPoint Slides, Video Clips, Case Studies and Role Plays.  Aviem instructors will work with your trainers to get them certified on the selected programs.  Typically, each program requires 4 courses with Aviem instructors and your trainers to become certified.  Train-the-Trainer programs are available in the following areas:

  • HSR 2-DAY Initial Training
  • HSR 1-DAY Refresher Training
  • HSR Training for Call Centers
  • HSR Training for Shipboard Leaders
  • HSR Training – Empowering Survivors for Shipboard Personnel

Contact Aviem at +1.404.881.2819 for more information on these programs or go to our Contact page.

Specialty Courses

Aviem offers several specialty courses targeted at specific workgroups and based on the Human Services Response™ concepts:

Handling Callers in Difficult Situations

This 4-hour course for call center agents provides them with the skills necessary to handle unexpected, emotionally-charged calls, either as a result of a breaking news situation or when persons or families are in the midst of a personal crisis where your company may be involved.

Handling Customers in Difficult Situations for Frontline Personnel

This 8-hour course for frontline customer service personnel covers dealing with customers in difficult situations.

Media/Crisis Communications

Jeff Braun, Aviem’s Vice President, Communications, provides specialized crisis communications training for all personnel levels to ensure any employee can effectively deal with the media, regardless of their role.

Media Training for Company Spokespersons

This intense 1-DAY course prepares company personnel to be able to talk directly to the media in formal press conferences or when confronted in other incident situations.  This course is limited to six (6) participants, and all will conduct mock interviews and be video recorded and critiqued so they will be fully-prepared at the end of the course.

Media Training for Company Management

This course is very similar to the Spokesperson training (1-DAY course) but can accommodate a larger number of participants who may need the media training but will not necessarily be the designated company spokesperson.  Some participants will be video recorded and all will benefit from the mock interviews.

Media Training for Supervisors/Mid-Level Managers

This is a 4-HOUR course designed for managers who may need the crucial information on interacting with the media but who will not be called upon to be a company spokesperson.

Media Sensitivity Training

This 4-HOUR course is designed for frontline personnel who may inadvertently be ambushed by the media in field or customer service locations.  This course provides participants with valuable tips and training on how to successfully divert media representatives to the appropriate company spokespersons.