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Family Liaison Training
Why?
Family liaison is one of the most sensitive and important elements of a crisis response but it’s often the area that staff feel least prepared for.
When something goes wrong, families want clarity, compassion, and a point of contact they can trust and staff need the confidence, skills, and emotional resilience to provide it without becoming overwhelmed themselves.
Good family liaison directly shapes how an organisation is perceived, how effectively information flows, and how quickly distress can be reduced or increased for those most affected. Training people in advance ensures that under pressure people know how to ground themselves, communicate well, de-escalate distress, and stay aligned with organisational protocols and safeguarding responsibilities.
Effective family liaison also plays a critical role in reducing communications risk: when families feel informed, supported and trusted by the organisation, they are far more likely to follow agreed messaging, refrain from speculative or emotional public commentary, and work with the organisation to manage traditional and social media engagement in a way that protects everyone involved.
How?
ILS is uniquely positioned to deliver this kind of training because it blends our experience of delivering realism through simulation with a psychologically safe learning environment. Our live roleplayers allow participants to practise difficult conversations in a way that feels authentic but supported, with scenarios tailored to the organisation’s context and risk profile.
We can deliver in multiple languages, making training more inclusive and reflects the reality of communicating with diverse families and communities during a crisis. Our trainers are qualified Mental Health First Aider meaning participants are guided by people who understand emotional load, trauma responses, and how to keep both learners and “families” safe during challenging simulations.
The ILS FLO training builds confidence, competence, and compassion which is what organisations need when supporting families in their most vulnerable moments.