(Annelieke Drogendijk, Impact & Rob Sardemann, Slachtofferhulp Nederland) The recovery-phase of a terrorist attack can range up to years and requires thoughtful strategic planning and action to address the impact of a terrorist attack for victims. Disaster recovery is an essential part of emergency management and a complex and challenging process that involves many stakeholders. Victim service providers, mental health specialists, the criminal justice system, investigation agencies and governmental departments must work together in the recovery-phase in the aftermath of mass violence or terrorism. In this workshop we will elaborate in what way the Netherlands is prepared for the recovery phase. We will also describe the recovery-phase after the shooting down of flight MH17 and share lessons learned.

1. Rob Sardemann, MSc
Jorien Holsappel, PhD
MH17 Online Information and Consultation
Centre as a means (and best practice) of social
support following mass fatality incidents:
practice and perspectives

2. Talking points
• History and background of one-central-support-point after a mass fatality incident
• the case of MH17
• Realisation and development
• Lessons learned

3. Mass fatality incident: the dutch support
model
1. family-liaison officers for ex ante identification and information on the criminal justice
procedures
2. casemanagement for psychosocial practical support
3. online Information and Consultation Centre

4. Those affected need one-central-support-
point after a mass fatality incident.
• information (multidisciplinary) and advice function
• forum for recognition and contact with peers and community building
• e-Consult. Rapid, client centered and accessible psychosocial advise

5. history and backgrounds: ‘family
assistence centres’ after airplane crashes
• Up through the 1980s, airlines provided very little in the way of assistance to the
families of accident victims.
• According to the (US) Aviation Disaster Family Assistance Act 1996 airlines must set up
a family assistance center : a physical location (front-office) for care of the next of kin
• And a back-office with involved agencies responsible for effective communication and
support for victims

6. The Times They Are a-Changin'

7. History and background: crash Afriqiya
Airlines 771 in Tripoli, Libya 12 may 2010

8. AA771 Online Information and Consultation
Centre
• Information (mono) and
advice

9. AA771 Online Information and Consultation
Centre
• Forum (members only section)

10. AA771 Online Information and Consultation
Centre
• 2 years live
• 100 accounts (used by more bereived)
• 600 messages on the forum
• Therapeutic Photo Confrontation (TPC)
• Self-organisation

11. MH17: shot down on 17 July 2014

12. MH17 Online Information and Consultation
Centre

13. Function: information

14. Multidisciplinary ‘informationroom’
Moderators:
• Victim Support NL,
• Dutch government,
• Dutch safety board,
• Public Prosecution Service /
Police

15. Information-discipline
1. Sensitive informatie first via family liaison officers to next of kin (textmessaging,
telephone)
2. Then put on the information section
3. And finallly made public
Next of kin knew they recieve information always first and could verify online whether
something they heard was true or not

16. Information-newsletters: at first on a daily
basis, now once a week (221)

17. Function: community

18. Function: community

19. Function:e-consult

20. Aftercare coordination point:
expert advise for
professionals
(casemanagers and
family physicians)

21. Additonal support collective interventions
• Support and advice for self-organsiation next of kin mh17
• Support and advice commemorations
MH17 Online Information and Consultation Centre will end after 2 years and the MH17
foundation will take over

22. Realisation and development: Victim
Support NL
• CMS with forum functions (rooms)
• Development: look and feel, search-capabilities, addional rooms, english version, e-
consult… €€
• Coördinator €€
• Webcommunication-support €€
• ICT-support €€

23. Realisation and development: Impact
foundation
• Expert advice group on grief and loss €€
• E-consult / aftercare coordination point €€
• Expert consultation €€
• Evaluation €€

24. Realisation and development: proces
• Multidisciplinary editorial group (very large in the beginning)
• Proces of providing passwords
• Moderators other parties
• Coordination of all this

25. Evaluation
• Evaluation research, involving users
• Group interviews
• Questionnaire
• Pop-up questionnaire
• Web statistics
• Interviews with the organisations involved in the editorial group
• Peer review group

26. Use
• 450 passwords
• ~ 100-150 visits a day, av. 3 pageviews per visit
• 6% visits English version
Sessions a day July 2014 – April 2015:

27. Use
• 90% Of the actual use focuses on reading information: highly appreciated by LNOK
• Interaction, barely conversation
• Regular repliers (1-9-90 rule 90% of the participants of a community only view content,
9% of the participants edit content, and 1% of the participants actively create new
content)

28. Conclusions
• Answers to needs, especially information. In all ways complementary:
• to familiy liaison officer
• to real life contacts
• to the regular care system and health questionnaires
• It also shows recognition - kind of privilege for next of kin
• (blended) Community building. ‘No’ according to next of kin. I say ‘Yes’ but we need
community-management

29. Lessons learned
• Maintaining good and actual contentmanagement is very difficult and timeconsuming
• There is tension between providing lots of informatie and keep it accessible
• Community-management is needed (passive moderation alone is not enough) for
community-building
• Targetgroup only bereaved? (why not also good freinds…)
• I can assure you: the next online online Information and Consultation Centre will be
completely different (The Times They keep a-Changin‘)