What should a CACO do if the family requests information that is not available?

A CACO should gently explain the unavailability of the requested information because it's important to maintain trust and transparency with the family during a very difficult time. When families seek information, they are often navigating intense emotions and uncertainty. By providing a clear and compassionate explanation that the information is not currently available, the CACO demonstrates respect for the family's needs and feelings. This approach also emphasizes the officer's role as a supportive resource, fostering an environment where the family feels cared for and understood.

This method helps manage expectations while opening the door for further communication. It is crucial to convey that while some information may not be accessible, the CACO is committed to assisting the family with the support and resources they require. This builds rapport and trust, which is vital in the context of casualty assistance.

Redirecting them to another officer may not fulfill the immediate need for compassion and understanding, and ignoring the request or providing false information would undermine the integrity of the CACO's role and could cause further distress to the family.