What is a fundamental responsibility of a CACO during their initial interaction with a family?

Providing clear information and support is a fundamental responsibility of a Casualty Assistance Calls Officer (CACO) during their initial interaction with a family. This role requires the CACO to convey critical and often difficult information compassionately and effectively, while also ensuring that the family understands their rights, benefits, and available resources. The clarity of information helps to alleviate confusion and anxiety during an incredibly challenging time, fostering trust between the CACO and the family members.

By focusing on support, the CACO can also assist families in navigating their emotions, offering guidance and reassurance through the initial shock of receiving casualty notifications. Establishing a supportive and informative environment is essential for the family to feel comfortable asking questions and expressing their needs.

While managing emotions and professionalism are important aspects of the CACO's role, the primary objective during that first interaction centers on providing clear and thorough information and emotional support to the family.