PIA ERP - Facilities & Modalities


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PIA ERP - Facilities & Modalities

  1. 1. Welcome
  2. 2. Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety Safety
  3. 3. Pakistan International Airlines pays its utmost attention towards passenger care andtakes every step to make its operation safe and sound
  4. 4. Modern and advanced technology and regulatory checks have helped a lot in achieving highest standards of safety
  5. 5. And air travel has become safer than crossing a road
  6. 6. Still, no airline is ever immune to an accident
  7. 7. To efficiently respond to sucheventualities and to minimize thelosses if accident occur …………….. PIA has put on considerableefforts in the area of EmergencyResponse Planning (ERP)
  8. 8. ERP1. Helps effective management of major accidents2. Ensures humanitarian assistance to victims and families3. Facilitates to maintain corporate image
  9. 9. 4. NTSB & Family Assistance Act Requirements in USA5. Mandatory IOSA Requirement6. It is an Insurance Plan
  10. 10. EmergencyResponse Manual“With a good, proven response plan, the airline has an excellent chance to negate many of the negative aspects of the event”
  11. 11. StationEmergencyPlans
  12. 12. Emergency Response Mechanism Station Team ERC Team Field Team FAST Volunteers
  13. 13. Emergency Response Centre (ERC)(During Emergencies , CP CS&QA is the Emergency Director)
  14. 14. • Conference Call Set• International Line• NTC Lines• 5 digit Intercoms• Executive Intercom• JTC Inter Com
  15. 15. Facilities at ERC for utilization as Command & Control Centre Work Stations for all Stake Holders
  16. 16. Mobile Charging Unit
  17. 17. 5 Station Clock & Smart Board
  18. 18. Emergency Call Centre (ECC)
  19. 19. Media Response Centre (MRC)
  20. 20. Field Team Kits
  21. 21. Categories of Accidents AFull Activation BPartial Activation
  22. 22. Categories of Accidents AFull Activation• Major A/C Accident• Missing A/C (Fuel Exhausted)• Hijacking BPartial Activation
  23. 23. Categories of Accidents AFull Activation• Major A/C Accident• Missing A/C (Fuel Exhausted)• Hijacking BPartial Activation• Airborne Emergency or High Profile Incident• Ground Accidents with Substantial Damage (disasters, fires, explosions)• Bomb Threats• Other Critical / Public Health Emergencies
  24. 24. Alarm & Mobilization 1. SMS Initiated by SituationRoom through Contact Centre 3. Notification Tree 2. Phone Calls through Telephone Exchange 4. Call Home Scheme
  25. 25. Continual Training to ERP Team Members & Volunteers• ERP Orientation Sessions• Family Assistance Guidelines• First Aid, Search & Rescue Techniques• ERP Course for Higher Management (Trainees included CEO, Directors & GMs)• Station Managers & Ops Controllers• District Managers• Out Stations (Domestic & Foreign) 6500 employees have attended the ERP Trainings so far
  26. 26. Passenger Record & Family Information System
  27. 27. An agreement withKenyon International Doc
  28. 28. Exercise at Karachi Besides other external City Emergency Services, PIAEngineering, Traffic, TGS, Fire, Medical Services & FAST Volunteers also took part in the rescue training operations
  29. 29. Media ResponseSalient PointsNo employee except Chairman & CEO or Station Head ispermitted to talk with the pressFirst Press Statement should be released within 1 hour ofthe accident from ERCPress Conference of the Chairman & CEO should be heldwithin three hours of the accident.
  30. 30. ERC Activations by Now• Faisalabad Explosion – Well Coordinated actions by different departments• Avian / Bird Flu• Relief Goods Transportation: Swat IDP – Flood Relief Operation (5200 +tons)• Hajj Operation• Volcanic Eruption in Europe• Airblue Accident• Snow Fall in Europe & USA / Fog & Rain Disruptions in Pakistan• Bhoja Air Accident
  31. 31. Emergency Response PlanningBhoja Air Accident 31
  32. 32. Aircraft Recovery after Landing Gears Collapsed
  33. 33. Training to OMV Oil Field Team 33
  34. 34. FASTFamily Assistance & Support Teams
  35. 35. Psychotrauma- grief- hostility- anger- frustration- shockNormal reactions of normal people in a highly abnormal situation
  36. 36. Humanitarian Support is required at• Accident Site• Hospitals• Passenger Information Centers• Family Assistance Centers• Hotels• Family’s Residence• While Traveling
  37. 37. Provision of Information to• The General Public• The Family of Passengers• Meeters and Relatives at the Airports• Injured Passengers at the Hospitals
  38. 38. Who gets hurt?• Survivors• Next-of-Kin• Special Assistance Team Members• The Company• The Community
  39. 39. Humanitarian Support• Meeting the Family or Victims at their Home• Serve as a liaison• Provide Professional Counseling• Escort Members of the Family
  40. 40. Humanitarian Support• Provide Immediate Financial Support• Family Tickets to Accident Site / Hospitals
  41. 41. Humanitarian SupportReturn of Personal Belongings (Condition and Time)
  42. 42. Humanitarian Support• Respect for Values, Beliefs and Culture• Respect the Wishes of the Family• Confidentiality
  43. 43. Humanitarian Support• Transportation of Remains• Support in Identification of Deceased• Memorials: Respect the Wishes of the Families• Annual Remembrance Service
  44. 44. Typical questions by family members1. Confirm if the person is a victim2. Victim’s Condition3. Victim’s Location4. When to Return Home5. Next Step
  45. 45. Special Assistance Team Support• Emotional • Physical “To demonstrate personal care as if the survivor or family member is your own personal relative”
  46. 46. Tangible Support Transportation Clothing Food & Drink Monetary
  47. 47. Problem Solving with People in TraumaEmotions First, Problems Second
  48. 48. Emotional Support1. Listening2. Providing First Hand and Credible Information3. Consoling
  49. 49. • Cognitive : Thoughts• Emotive : Feelings
  50. 50. Don’tJudge !
  51. 51. Crisis Communication• Different families react differently• You deal with different emotions: hostility, anger, shock, frustration, and grief• Each family has its own set of circumstances• Everything is so individual• It is important to really listen• You must not take things personally
  52. 52. Effective Communication• Body language• Eye level – Eye contact• Tone of voice• Mirroring (Tone and Rhythm to create rapport)
  53. 53. Effective Communication• Use of voice to create calm• Angry people – How to approach• Win : Win Problem solving techniques
  54. 54. Ideal Responses• Allow venting of feelings• Acknowledge Situation (Do not try to defend the company or crew)• Promise only what has been approved by the Company and what realistically can be accomplished
  55. 55. Ideal Responses• Never discuss causes of the accident• Consider every response carefully, choose your words wisely• If you have nothing to say…..Remain silently supportive
  56. 56. Effective Responses• “I am truly sorry for your loss”• “I am truly sorry for you and your family having to go through this event”• “I am here to assist you in any way possible”
  57. 57. Inappropriate Responses• “Accidents are not planned”• “We always had a good safety record”• “It was better for them this way”• “It could have been worse…”
  58. 58. Inappropriate Responses• “At least only 5 people died”• “All things happens for a reason…”• “It was their destiny”• “They are sitting right beside God enjoying paradise….”
  59. 59. Inappropriate Responses• “Do not worry you are going to get another pet or toy”• “They were old it was their time to go anyway”• “Think that they did not feel any pain…They died instantly”
  60. 60. Inappropriate Responses• “Crying won’t bring them back”• “When my mother died, this is what I did.…”• “It was not the airline’s fault, it was….”• “We all have to die one day….”
  61. 61. Self care by Team Members and Station Employees• Take regular breaks• Create Shifts• Support each other (Create a “buddy system”)• Debrief daily
  62. 62. Self care by Team Members and Station Employees• Be aware of your own mental health• Watch others for signs of stress or burn out• Ask for counseling if you feel overwhelmed
  63. 63. Stay out ofthe Ditch!
  64. 64. Group TaskGroup AModalities of Interaction with major carrier at an airport at the time ofemergencyGroup BHow to jointly manage 300 plus victims at different places likehospitals, lounges etc.Group CHumanitarian Assistance – Do’s & Dont’s
  65. 65. Thank You