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Alaska Forestry Services (Region 10) Transportation Dispatch Center Study Dispatch Center Workflow Analysis
Organization of Presentation Material Dispatcher Priority Hierarchy by Forest <ul><li>Summary Content </li></ul><ul><ul><l...
Dispatcher Operations   Tongass Hours of Operations and Available Sunlight by Season
Dispatcher Operations   Chugach Hours of Operations and Available Sunlight by Season
Dispatcher Activity Timing  Elapsed Time Per Activity
Dispatcher Productivity  Activity Based Capacity and Productivity  <ul><li>Typical dispatcher activity profile </li></ul><...
Dispatcher Productivity  Tongass Activity Model
Dispatcher Productivity  Tongass Resource Levels
Dispatcher Productivity  Chugach Activity Model
Dispatcher Productivity  Chugach Resource Levels
Dispatcher Activity Levels By Dispatch Center and Season <ul><li>Level of Activity by Center and Season </li></ul>Based on...
Tools Use Comparison Degree of Leverage <ul><li>Level of Use (High, Medium, Low) of Available Tools </li></ul>L H Sametime...
Safety Critical Metrics Measures that Demonstrate Safety in Dispatcher Operations <ul><li>Emphasis is on “Safety First”, b...
Overall Workflow Comparison <ul><li>Different centers performed roughly the same task, with different emphasis depending u...
Tongass (Ketchikan, Sitka, Petersburg) Workflow Diagrams by Dispatcher Priority Hierarchy
Tongass Workflow Diagrams Outline <ul><li>Emergencies </li></ul><ul><ul><li>Manage Emergencies </li></ul></ul><ul><ul><li>...
Tongass Emergencies Workflow Diagrams <ul><li>Emergencies </li></ul><ul><ul><li>Manage Emergencies </li></ul></ul><ul><ul>...
Tongass Manage Emergencies Monitor Environmental Conditions Workflow Manage Helicopter Emergency Workflow Manage Aircraft ...
Tongass Aircraft Emergency Notification Aircraft Incident / Accident Occurs Start Incident Log Overdue Aircraft Bird Strik...
Tongass Helicopter Emergency Notification Helicopter Incident / Accident Occurs Start Incident Log Overdue Helicopter Bird...
Tongass Boat Emergency Notification Boat Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehicle...
Tongass Field Emergency Notification Field Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehic...
Tongass Hazardous Materials Emergency Notification Hazardous Materials Spill Reported Start Incident Log Monitor Environme...
Tongass Tsunami Emergency Notification Tsunami Reported Start Incident Log Monitor Environmental Conditions Workflow Devel...
Tongass Aircraft Operations Workflow Diagrams <ul><li>Aircraft Operations (flights & floats) </li></ul><ul><ul><li>Monitor...
Tongass Monitor Environmental Conditions Monitoring All Radio Transmissions Alert In-Transit & Dispatched Personnel Workfl...
Tongass Monitor Contract Compliance Periodically Review Performance to Contract Compliance Policies Log and Report Complia...
Tongass Dispatch Aircraft Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Aircraft Track Dispatched Ai...
Tongass Dispatch Helicopter Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Helicopter Track Dispatche...
Tongass Dispatch Boat Validates Float Plan Activate Float Plan Dispatch Float Track Dispatched Boat Workflow Record Return...
Tongass Track Dispatched Aircraft Dispatch Aircraft Workflow En-Route Aircraft Checks-In Every 30 Minutes Dispatcher Attem...
Tongass Track Dispatched Helicopter Dispatch Helicopter Workflow En-Route Helicopter Checks-In Every 15 Minutes Dispatcher...
Tongass Track Dispatched Boat Dispatch Boat Workflow En-Route Boat Checks-In Every 30 Minutes Dispatcher Attempts to Conta...
Tongass Alert In-Transit & Deployed Personnel Conditions Arise Requiring that In-Transit & Field Personnel are Alerted Ale...
Tongass Recall In-Transit Aircraft Conditions Arise Requiring In-Transit Recall Record Recall Event Details Severe Weather...
Tongass Revise Existing Aircraft Flight Plan Revision Required Change of Plans Conditions Change Procure Airplane Workflow...
Tongass Revise Existing Helicopter Flight Plan Revision Required Change of Plans Conditions Change Procure Helicopter Work...
Tongass Revise Existing Boat Float Plan Revision Required Change of Plans Conditions Change Procure Boat Workflow Boat Flo...
Tongass Schedule New Aircraft Flight Plan New Aircraft Flight Reservation Submitted Email Telephone Walk-Ins Procure Airpl...
Tongass Schedule New Helicopter Flight Plan New Helicopter Flight Reservation Submitted Email Telephone Walk-Ins Procure H...
Tongass Schedule New Boat Float Plan New Boat Float Plan Submitted Email Telephone Walk-Ins Procure Boat Workflow Boat Flo...
Tongass   Equipment Procurement (Aircraft, Helicopter, Boat) Equipment Request Check Availability of Owned Resources Check...
Tongass Administrative Workflow Diagrams <ul><li>Administrative (boats, personnel radio communications) </li></ul><ul><ul>...
Tongass Overall Daily Operations Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule L...
Tongass Open Dispatch Center Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule Log i...
Tongass Track Deployed Field Personnel Open Dispatch Center Workflow Field Personnel AM Check-In Dispatcher Attempts to Co...
Tongass Local Fire Dispatch Type 4 & 5 Fires Fire Reported Fire Incident Log Completed IC & FMO  Request  Resources From A...
Tongass   Fire Dispatch via ROSS Local TYPE 3,2,&1 Local Fire  Escalates to Type 3,2,&1 ROSS Information Updated Request f...
Tongass  Remote Fire Resource Request via ROSS From Chugach directly or AICC for National Deployment Remote Request for Fi...
Tongass Close Office Verify All Flight, Floats, Personnel Accounted For Turn Off Equipment Announce that Dispatch is Close...
Tongass Handoff Operations to Another Dispatch Center Event Occurs Requiring Handoff Control Is Passed to Handoff Center I...
Tongass Telephones Workflow Diagrams <ul><li>Telephones </li></ul><ul><ul><li>Phones </li></ul></ul><ul><ul><li>E-mail </l...
Tongass Phones, E-mail, Sametime Take and Close Call Monitor Environmental Conditions Workflow Periodically Check for Emai...
Tongass Customers in Office Workflow Diagrams <ul><li>Customers in office </li></ul><ul><ul><li>Revise Existing Plan </li>...
Tongass Paperwork Workflow Diagrams <ul><li>Paperwork </li></ul><ul><ul><li>Contract Inspection </li></ul></ul><ul><ul><li...
Tongass Contract Inspection (Owned, Leased, and Contracted Aircraft, Helicopter) Quantify & Validate Demand Choose Vendors...
Tongass Rental Agreement Inspection (Aircraft, Helicopter) Annual Rental Review Choose Vendors & Validate Rental Terms Neg...
Tongass Use & Payment Reporting Data Entry Use & Accounting Data is Collected and Validated Data is Entered into Excel Spr...
Chugach (Anchorage, Cordova) Workflow Diagrams by Dispatcher Priority Hierarchy
Chugach Workflow Diagrams Outline <ul><li>Emergencies </li></ul><ul><ul><li>Manage Emergencies </li></ul></ul><ul><ul><li>...
Chugach Emergencies Workflow Diagrams <ul><li>Emergencies </li></ul><ul><ul><li>Manage Emergencies </li></ul></ul><ul><ul>...
Chugach Manage Emergencies Monitor Environmental Conditions Workflow Manage Helicopter Emergency Workflow Manage Aircraft ...
Chugach Aircraft Emergency Notification Aircraft Incident / Accident Occurs Start Incident Log Overdue Aircraft Bird Strik...
Chugach Helicopter Emergency Notification Helicopter Incident / Accident Occurs Start Incident Log Overdue Helicopter Bird...
Chugach Boat Emergency Notification Boat Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehicle...
Chugach Field Emergency Notification Field Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehic...
Chugach Hazardous Materials Emergency Notification Hazardous Materials Spill Reported Start Incident Log Monitor Environme...
Chugach Tsunami Emergency Notification Tsunami Reported Start Incident Log Monitor Environmental Conditions Workflow Devel...
Chugach Aircraft Operations Workflow Diagrams <ul><li>Aircraft Operations (flights & floats) </li></ul><ul><ul><li>Monitor...
Chugach Monitor Environmental Conditions Monitoring All Radio Transmissions Alert In-Transit & Dispatched Personnel Workfl...
Chugach Monitor Contract Compliance Periodically Review Performance to Contract Compliance Policies Log and Report Complia...
Chugach Dispatch Aircraft Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Aircraft Track Dispatched Ai...
Chugach Dispatch Helicopter Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Helicopter Track Dispatche...
Chugach Dispatch Boat Validates Float Plan Activate Float Plan Dispatch Float Track Dispatched Boat Workflow Record Return...
Chugach Track Dispatched Aircraft Dispatch Aircraft Workflow En-Route Aircraft Checks-In Every 30 Minutes Dispatcher Attem...
Chugach Track Dispatched Helicopter Dispatch Helicopter Workflow En-Route Helicopter Checks-In Every 15 Minutes Dispatcher...
Chugach Track Dispatched Boat Dispatch Boat Workflow En-Route Boat Checks-In Every 30 Minutes Dispatcher Attempts to Conta...
Chugach Alert In-Transit & Deployed Personnel Conditions Arise Requiring that In-Transit & Field Personnel are Alerted Ale...
Chugach Recall In-Transit Aircraft Conditions Arise Requiring In-Transit Recall Record Recall Event Details Severe Weather...
Chugach Revise Existing Aircraft Flight Plan Revision Required Change of Plans Conditions Change Procure Airplane Workflow...
Chugach Revise Existing Helicopter Flight Plan Revision Required Change of Plans Conditions Change Procure Helicopter Work...
Chugach Revise Existing Boat Float Plan Revision Required Change of Plans Conditions Change Procure Boat Workflow Boat Flo...
Chugach Schedule New Aircraft Flight Plan New Aircraft Flight Reservation Submitted Email Telephone Walk-Ins Procure Airpl...
Chugach Schedule New Helicopter Flight Plan New Helicopter Flight Reservation Submitted Email Telephone Walk-Ins Procure H...
Chugach Schedule New Boat Float Plan New Boat Float Plan Submitted Email Telephone Walk-Ins Procure Boat Workflow Boat Flo...
Chugach   Equipment Procurement (Aircraft, Helicopter, Boat) Equipment Request Check Availability of Owned Resources Check...
Chugach Administrative Workflow Diagrams <ul><li>Administrative (boats, personnel radio communications) </li></ul><ul><ul>...
Chugach Overall Daily Operations Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule L...
Chugach Open Dispatch Center Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule Log i...
Chugach Remote Fire Resource Request via ROSS Remote Request for Fire Resources Via ROSS ROSS Information Updated Determin...
Chugach Local Fire Dispatch Type 4 & 5 Fires Fire Reported Fire Incident Log Completed IC & FMO  Request  Resources From A...
Chugach   Fire Dispatch via ROSS Local TYPE 3,2,&1 Local Fire  Escalates to Type 3,2,&1 ROSS Information Updated Request f...
Chugach  Remote Fire Resource Request via ROSS From Chugach directly or AICC for National Deployment Remote Request for Fi...
Chugach Close Office Verify All Flight, Floats, Personnel Accounted For Turn Off Equipment Announce that Dispatch is Close...
Chugach Handoff Operations to Another Dispatch Center Regularly Scheduled Handoff or Event Occurs Requiring Handoff Contro...
Chugach Telephones Workflow Diagrams <ul><li>Telephones </li></ul><ul><ul><li>Phones </li></ul></ul><ul><ul><li>E-mail </l...
Chugach Phones, E-mail, Sametime Take and Close Call Monitor Environmental Conditions Workflow Periodically Check for Emai...
Chugach Customers in Office Workflow Diagrams <ul><li>Customers in office </li></ul><ul><ul><li>Revise Existing Plan </li>...
Chugach Paperwork Workflow Diagrams <ul><li>Paperwork </li></ul><ul><ul><li>Contract Inspection </li></ul></ul><ul><ul><li...
Chugach Contract Inspection (Owned, Leased, and Contracted Aircraft, Helicopter) Quantify & Validate Demand Choose Vendors...
Chugach Rental Agreement Inspection (Aircraft, Helicopter) Annual Rental Review Choose Vendors & Validate Rental Terms Neg...
Chugach Use & Payment Reporting Data Entry Use Data is Collected and Validated Data is Entered into Excel Spreadsheets for...
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Alaska Dispatch Study Workflows

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This study examined the Forestry Service Dispatcher function from various process and technology perspectives in an attempt to identify alternatives for delivering an equivalent level of service in a more cost effective manner.
Detailed baseline data was gathered during dispatch center site visits (Ketchikan, Sitka, and Anchorage) by conducting interviews, collecting existing documentation/artifacts, and shadowing various dispatch center personnel through their daily activities. While this approach allowed the project team to evaluate all aspects of the primary Dispatcher role as well as the secondary roles supporting the dispatching function, the lack of electronic data collection for operational activities resulted in challenges evaluating operational measures, safety metrics, and productivity values. Because of the lack of consistent data, this study analysis is derived from observation, interviews, extrapolated data, and anecdotal information.

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  • Transcript of "Alaska Dispatch Study Workflows"

    1. 1. Alaska Forestry Services (Region 10) Transportation Dispatch Center Study Dispatch Center Workflow Analysis
    2. 2. Organization of Presentation Material Dispatcher Priority Hierarchy by Forest <ul><li>Summary Content </li></ul><ul><ul><li>Dispatcher </li></ul></ul><ul><ul><ul><li>Operations </li></ul></ul></ul><ul><ul><ul><li>Activity Models </li></ul></ul></ul><ul><ul><ul><li>Productivity Models </li></ul></ul></ul><ul><ul><ul><li>Activity Levels </li></ul></ul></ul><ul><ul><li>Tools Use Comparison </li></ul></ul><ul><ul><li>Safety Critical Metrics </li></ul></ul><ul><ul><li>High level Workflow Comparison </li></ul></ul><ul><li>Workflows Organized by Dispatcher Priority Hierarchy within National Forest </li></ul><ul><ul><li>National Forest (Tongass, Chugach) </li></ul></ul><ul><ul><ul><li>Hierarchy of Dispatcher Priorities </li></ul></ul></ul><ul><ul><ul><ul><li>Emergencies </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Aircraft Operations (flights & floats) </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Administrative (boats, personnel radio communications) </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Customers in office </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Paperwork </li></ul></ul></ul></ul><ul><ul><ul><li>Named workflow processes fall logically within the Dispatcher priorities hierarchy </li></ul></ul></ul><ul><ul><li>Provides consistency with and alignment to existing Forestry Service training materials </li></ul></ul>
    3. 3. Dispatcher Operations Tongass Hours of Operations and Available Sunlight by Season
    4. 4. Dispatcher Operations Chugach Hours of Operations and Available Sunlight by Season
    5. 5. Dispatcher Activity Timing Elapsed Time Per Activity
    6. 6. Dispatcher Productivity Activity Based Capacity and Productivity <ul><li>Typical dispatcher activity profile </li></ul><ul><li>All standard and discretionary activity trumped by field events and emergencies </li></ul>
    7. 7. Dispatcher Productivity Tongass Activity Model
    8. 8. Dispatcher Productivity Tongass Resource Levels
    9. 9. Dispatcher Productivity Chugach Activity Model
    10. 10. Dispatcher Productivity Chugach Resource Levels
    11. 11. Dispatcher Activity Levels By Dispatch Center and Season <ul><li>Level of Activity by Center and Season </li></ul>Based on 04/05 data Dispatch Event = 1 leg of a round trip, from dispatch to landing
    12. 12. Tools Use Comparison Degree of Leverage <ul><li>Level of Use (High, Medium, Low) of Available Tools </li></ul>L H Sametime IM L H Analog radio H - Electronic (Chugach Statusboard) logs and forms H L IP radio H H Web resources M M Resource Ordering & Status System (ROSS) H M Automated Flight Following (AFF) H L Notes email L M-L Dispatch Messenger Service (DMS) web Email H H Paper logs and forms H Tongass (H-M-L) H Chugach (H-M-L) Paper flight strips Tools
    13. 13. Safety Critical Metrics Measures that Demonstrate Safety in Dispatcher Operations <ul><li>Emphasis is on “Safety First”, but what are the discrete measure that ensure and prove safety? </li></ul><ul><li>But no clear safety or risk metrics are defined, measured, and tracked </li></ul><ul><li>Summary data provided in narrative form annually </li></ul><ul><li>Any metrics tracking would require electronic data capture </li></ul><ul><li>Potential Metrics </li></ul><ul><ul><li># or % of miss-planned flights/floats by reason (indicating safety/risk levels) </li></ul></ul><ul><ul><li># or % incidents by reason (indicating safety/risk levels) </li></ul></ul><ul><ul><li># or % cancelled flights by reason (indicating safety/risk levels) </li></ul></ul>
    14. 14. Overall Workflow Comparison <ul><li>Different centers performed roughly the same task, with different emphasis depending upon the level of activity (flight, float, field tracking) </li></ul><ul><li>Activity tracking tools varied from </li></ul><ul><ul><li>totally manual (pencil & paper) to </li></ul></ul><ul><ul><li>partially automated (new workgroup application) </li></ul></ul><ul><li>Activity tracking tools dictated the level of visibility to and analysis of activity in each center </li></ul><ul><ul><li>Paper based tools (flight strips, whiteboards, paper logs) inhibited information sharing, data collection/analysis </li></ul></ul><ul><ul><li>Simple electronic tools (worksheets, email, web pages) enabled information sharing between centers and providing basic data collection/analysis </li></ul></ul><ul><ul><li>Advanced electronic tool (workgroup application) promoted information sharing between centers and enabled more advanced data collection/analysis </li></ul></ul>High Degree of Variation, ranged from paper to workgroup application Generally the same across Dispatch Centers, different emphasis based on levels of activity Overall Emphasis on use of Statusboard, a new electronic workgroup based application with full flight/float/event tracking capability (paper, whiteboards backups remain in place) Statusboard facilitates Anchorage to Cordova Center to Center handoff Emphasis on fire then field then flights then floats Chugach Primarily paper logs and on-wall whiteboards Emphasis on floats then flights then field Tongass Dispatcher Planning & Activity Logging Tools Workflow Activities
    15. 15. Tongass (Ketchikan, Sitka, Petersburg) Workflow Diagrams by Dispatcher Priority Hierarchy
    16. 16. Tongass Workflow Diagrams Outline <ul><li>Emergencies </li></ul><ul><ul><li>Manage Emergencies </li></ul></ul><ul><ul><li>Emergency Notifications </li></ul></ul><ul><li>Aircraft Operations (flights & floats) </li></ul><ul><ul><li>Monitor Environmental Conditions </li></ul></ul><ul><ul><li>Monitor for Contract Compliance </li></ul></ul><ul><ul><li>Dispatch </li></ul></ul><ul><ul><li>Track Dispatched </li></ul></ul><ul><ul><li>Alert In-Transit & Deployed Personnel </li></ul></ul><ul><ul><li>Recall In-Transit </li></ul></ul><ul><ul><li>Revise Existing Plan </li></ul></ul><ul><ul><li>Schedule New Plan </li></ul></ul><ul><ul><li>Equipment Procurement </li></ul></ul><ul><li>Administrative (boats, personnel radio communications) </li></ul><ul><ul><li>Overall Daily Operations </li></ul></ul><ul><ul><li>Open Dispatch Center </li></ul></ul><ul><ul><li>Track Deployed Field Personnel </li></ul></ul><ul><ul><li>Fire Dispatch </li></ul></ul><ul><ul><li>Handoff Operations to Another Dispatch Center </li></ul></ul><ul><ul><li>Close Dispatch Center </li></ul></ul><ul><li>Telephones </li></ul><ul><ul><li>Phones </li></ul></ul><ul><ul><li>E-mail </li></ul></ul><ul><ul><li>Sametime </li></ul></ul><ul><li>Customers in office </li></ul><ul><ul><li>Revise Existing Plan </li></ul></ul><ul><ul><li>Schedule New Plan </li></ul></ul><ul><li>Paperwork </li></ul><ul><ul><li>Contract Inspection </li></ul></ul><ul><ul><li>Rental Agreement Inspection </li></ul></ul><ul><ul><li>Use & Payment Reporting Data Entry </li></ul></ul>
    17. 17. Tongass Emergencies Workflow Diagrams <ul><li>Emergencies </li></ul><ul><ul><li>Manage Emergencies </li></ul></ul><ul><ul><li>Emergency Notifications </li></ul></ul>
    18. 18. Tongass Manage Emergencies Monitor Environmental Conditions Workflow Manage Helicopter Emergency Workflow Manage Aircraft Emergency Workflow Manage Boat Emergency Workflow Manage Hazardous Materials Emergency Workflow Manage Tsunami Emergency Workflow Manage Field Emergency Workflow Determine Nature of Emergency Emergency Occurs False True Helicopter Incident or Accident False True Aircraft Incident or Accident False True Boat Incident or Accident False True Hazardous Materials Incident False True Tsunami Incident False True Field Incident or Accident False True Dispatcher
    19. 19. Tongass Aircraft Emergency Notification Aircraft Incident / Accident Occurs Start Incident Log Overdue Aircraft Bird Strike Lightning Strike Mayday Smoke in Cockpit Malfunction Aero Medical Problem Pilot/Passenger Unsafe Attitude Violation Pilot Duty Limitations Violation Fed Aviation Regulations Jettison or Loss of Cargo/Equipment Engine Malfunction Near Miss Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Other Dispatch Centers Forest Aviation Officer (FAO) Flight Services/FAA Airport Manager Vendor Field Camps Other Aircraft Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Regional Aviation Officer Forest Supervisor and Forest Engineer District Ranger Administrative Officer Contractor/Owner of Aircraft Law Enforcement Contracting Officer PAO (Public Affairs Officer) Next of Kin (case of death) Complete Incident Log Dispatcher Forest Aviation Officer (FAO) Incident / Accident Concludes False True Incident Log Flight Strip Incident Log Significant Enough For Incident Log False True Dispatcher
    20. 20. Tongass Helicopter Emergency Notification Helicopter Incident / Accident Occurs Start Incident Log Overdue Helicopter Bird Strike Lightning Strike Mayday Smoke in Cockpit Malfunction Medical Problem Pilot/Passenger Unsafe Attitude Violation Pilot Duty Limitations Violation Fed Aviation Regulations Jettison or Loss of Cargo/Equipment Engine Malfunction Near Miss Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Complete Incident Log Notify as Needed - Other Dispatch Centers Forest Aviation Officer (FAO) Flight Services/FAA Airport Manager Vendor Field Camps Other Aircraft Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Regional Aviation Officer Forest Supervisor and Forest Engineer District Ranger Administrative Officer Contractor/Owner of Aircraft Law Enforcement Contracting Officer PAO (Public Affairs Officer) Next of Kin (case of death) Dispatcher Forest Aviation Officer (FAO) Incident / Accident Concludes False True Incident Log Flight Strip Incident Log Significant Enough For Incident Log False True Dispatcher
    21. 21. Tongass Boat Emergency Notification Boat Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehicle Incident Boat Incident Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed- District Ranger staff Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Law Enforcement Complete Incident Log Dispatcher District Ranger District Safety Officer Incident / Accident Concludes False True Incident Log Flight Strip Incident Log Search & Rescue Initiated False True Significant Enough For Incident Log False True Dispatcher
    22. 22. Tongass Field Emergency Notification Field Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehicle Incident Boat Incident Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Complete Incident Log Notify as Needed- District Ranger staff Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Law Enforcement Dispatcher District Ranger District Safety Officer District Ranger or Staff Officer Have Authority to Initiate S&R Incident / Accident Concludes False True Incident Log Incident Log Search & Rescue Initiated False True Significant Enough For Incident Log False True Dispatcher
    23. 23. Tongass Hazardous Materials Emergency Notification Hazardous Materials Spill Reported Start Incident Log Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Hazardous Materials Coordinator Alt Hazardous Materials Coordinator District Safety Officer District Ranger Law Enforcement Officer Patrol Captain Complete Incident Log Track Progress & Log Activities Dispatcher District Ranger District Safety Officer Incident / Accident Concludes False True Incident Log Incident Log Significant Enough For Incident Log False True Dispatcher
    24. 24. Tongass Tsunami Emergency Notification Tsunami Reported Start Incident Log Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Camps Field Crews Boats Aircraft Complete Incident Log Provide Information & Instructions Aircraft Stay Airborne Boats to Deep Water Camps to Remove Vehicles to High Ground Take survival equipment as time allows, radios, sleeping bags, shelter, food, water, clothing, first aid equipment, etc. Monitor Radio for Updates Tsunami Concludes False True Incident Log Incident Log Significant Enough For Incident Log False True Dispatcher
    25. 25. Tongass Aircraft Operations Workflow Diagrams <ul><li>Aircraft Operations (flights & floats) </li></ul><ul><ul><li>Monitor Environmental Conditions </li></ul></ul><ul><ul><li>Monitor for Contract Compliance </li></ul></ul><ul><ul><li>Dispatch </li></ul></ul><ul><ul><li>Track Dispatched </li></ul></ul><ul><ul><li>Alert In-Transit & Deployed Personnel </li></ul></ul><ul><ul><li>Recall In-Transit </li></ul></ul><ul><ul><li>Revise Existing Plan </li></ul></ul><ul><ul><li>Schedule New Plan </li></ul></ul><ul><ul><li>Equipment Procurement </li></ul></ul>
    26. 26. Tongass Monitor Environmental Conditions Monitoring All Radio Transmissions Alert In-Transit & Dispatched Personnel Workflow Periodically Checking Web Resources Radio Equipment IP Radio Automated Flight Following (AFF) Web Resources Recall In-Transit Workflow Dispatcher Conditions Become Unfavorable False True
    27. 27. Tongass Monitor Contract Compliance Periodically Review Performance to Contract Compliance Policies Log and Report Compliance Issues Alert Contractor and Remediate Compliance Issues Dispatcher Compliance Issues Exist False True Compliance Issues Exist False True Contract Documents Compliance Log
    28. 28. Tongass Dispatch Aircraft Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Aircraft Track Dispatched Aircraft Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Create Plan for Immediate Use Check Flight Conditions Monitor Weather for Improvement Dispatcher Aircraft Pilot Weather Aircraft Flight Schedule Aircraft Flight Plan Flight Plan in Order False True Flight Plan Exist False True Resources Available False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Weather Does Not Improve False True
    29. 29. Tongass Dispatch Helicopter Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Helicopter Track Dispatched Helicopter Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Check Flight Conditions Helicopter Manager or certified helicopter safety resource must perform preflight and go with the Helicopter Monitor Weather for Improvement Dispatcher Helicopter Pilot Weather Helicopter Flight Plan Flight Plan in Order False True Flight Plan Exist False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Helicopter Flight Schedule Helicopter Manager Weather Does Not Improve False True
    30. 30. Tongass Dispatch Boat Validates Float Plan Activate Float Plan Dispatch Float Track Dispatched Boat Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Create Plan for Immediate Use Check Float Conditions Monitor Weather for Improvement Dispatcher Boat Pilot Weather Float Plan in Order False True Float Plan Exist False True Resources Available False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Boat Float Plan Boat Float Schedule Weather Does Not Improve False True
    31. 31. Tongass Track Dispatched Aircraft Dispatch Aircraft Workflow En-Route Aircraft Checks-In Every 30 Minutes Dispatcher Attempts to Contact Flight OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Plotter Plan and Flight Strips Updated Dispatcher Uses Radio AFF Other Dispatched Resources Record Arrival Aircraft Incident Workflow Return Transportation service Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Flight False True Flight Arrives At Destination False True Dispatcher
    32. 32. Tongass Track Dispatched Helicopter Dispatch Helicopter Workflow En-Route Helicopter Checks-In Every 15 Minutes Dispatcher Attempts to Contact Helicopter OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Plotter Plan and Flight Strips Updated Dispatcher Uses Radio AFF Other Dispatched Resources Record Arrival Helicopter Incident Workflow Return Transportation Service Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Helicopter False True Helicopter Arrives At Destination False True Dispatcher
    33. 33. Tongass Track Dispatched Boat Dispatch Boat Workflow En-Route Boat Checks-In Every 30 Minutes Dispatcher Attempts to Contact Boat OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Plotter Plan and Flight Strips Updated Dispatcher Uses Radio Other Dispatched Resources Record Arrival Field Incident Workflow Return Float Following Coverage Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Boat False True Boat Arrives At Destination False True Dispatcher
    34. 34. Tongass Alert In-Transit & Deployed Personnel Conditions Arise Requiring that In-Transit & Field Personnel are Alerted Alert Other Dispatch Centers Analog Radio IP Radio Sametime Telephone Fax Weather changes with possibility of field impact Deployed resources report activities impacting other field resources (blasting in flight zone) Alert In-Transit & Deployed Personnel Analog Radio IP Radio Contact Other Nearby Flights, Floats, Field Camps as Conduit to Field Personnel Manage Emergencies Workflow Monitor Environmental Conditions Workflow Convey Conditions Record Alert Event Details Field Personnel Contacted False True Field Personnel Alerted within Allowed Timeframe False True Recall Event Log Flight Strip Handoff Situation False True Dispatcher
    35. 35. Tongass Recall In-Transit Aircraft Conditions Arise Requiring In-Transit Recall Record Recall Event Details Severe Weather Aircraft Incident Alert Other Dispatch Centers Analog Radio IP Radio Sametime Contact Other Nearby Flights, Floats, Field Camps as Conduit to Field Personnel Manage Emergencies Workflow Monitor Environmental Conditions Workflow Provide Recall Instructions Contact In-Transit & Deployed Personnel Analog Radio IP Radio Telephone Fax Complete Recall Event Details Field Personnel Contacted False True Field Personnel Contact within Allowed Timeframe False True Recall Event Log Flight Strip Recall Event Log Flight Strip Handoff Situation False True Dispatcher
    36. 36. Tongass Revise Existing Aircraft Flight Plan Revision Required Change of Plans Conditions Change Procure Airplane Workflow Aircraft Flight Re-Scheduled Aircraft Flight Analysis and Re-Planning Value Added Function Dispatcher Revised and Re-Optimizes the Plan Revised Aircraft Flight Plan Created Revised Aircraft Flight Plan Communicated Procure Equipment Workflow Aircraft Flight Schedule Aircraft Flight Plan Dispatcher Modify Aircraft Assignment False True Modify Equipment False True
    37. 37. Tongass Revise Existing Helicopter Flight Plan Revision Required Change of Plans Conditions Change Procure Helicopter Workflow Helicopter Flight Re-Scheduled Helicopter Flight Analysis and Re-Planning Value Added Function Helicopter Manager Revised and Re-Optimizes the Plan Revised Helicopter Flight Plan Created Revised Helicopter Flight Plan Communicated Procure Equipment Workflow Helicopter Manager Modify Helicopter Assignment False True Modify Equipment False True Helicopter Flight Plan Helicopter Flight Schedule
    38. 38. Tongass Revise Existing Boat Float Plan Revision Required Change of Plans Conditions Change Procure Boat Workflow Boat Float Re-Scheduled Boat Float Analysis and Re-Planning Most Boat Float Plans are revised by Boat Operator; Dispatch primarily tracks/monitors Revised Boat Float Plan Created Revised Boat Float Plan Communicated Procure Equipment Workflow Dispatcher Modify Boat Assignment False True Modify Equipment False True Boat Float Plan Boat Float Schedule Boat Operator
    39. 39. Tongass Schedule New Aircraft Flight Plan New Aircraft Flight Reservation Submitted Email Telephone Walk-Ins Procure Airplane Workflow Aircraft Flight Scheduled Aircraft Flight Analysis and Planning Value Added Function Dispatcher Optimizes the Plan New Aircraft Flight Plan Created Finalized Aircraft Flight Plan Communicated to Requestor Procure Equipment Workflow Aircraft Flight Schedule Aircraft Flight Plan Dispatcher Aircraft Requestor
    40. 40. Tongass Schedule New Helicopter Flight Plan New Helicopter Flight Reservation Submitted Email Telephone Walk-Ins Procure Helicopter Workflow Helicopter Flight Scheduled Helicopter Flight Analysis and Planning Value Added Function Helicopter Manager Optimizes the Plan New Helicopter Flight Plan Created Finalized Flight Helicopter Plan Communicated to Requestor Procure Equipment Workflow Helicopter Manager Helicopter Flight Plan Helicopter Flight Schedule Helicopter Requestor
    41. 41. Tongass Schedule New Boat Float Plan New Boat Float Plan Submitted Email Telephone Walk-Ins Procure Boat Workflow Boat Float Scheduled Boat Float Analysis and Planning New Boat Float Plan Created Finalized Boat Float Plan Communicated to Requestor Procure Equipment Workflow Most Boat Float Plans are made before contacting Dispatch; Dispatch primarily tracks/monitors Dispatcher Boat Operator Boat Float Plan Boat Float Schedule
    42. 42. Tongass Equipment Procurement (Aircraft, Helicopter, Boat) Equipment Request Check Availability of Owned Resources Check Availability Of Contracted Resources Book Resources & Incorporate into Flight/Float Plan Check Availability of Rental Resources Boat Operators and Fleet Managers Procure Boats Resources Available False True Resources Available False True Contract Documents Dispatcher Boat Operator
    43. 43. Tongass Administrative Workflow Diagrams <ul><li>Administrative (boats, personnel radio communications) </li></ul><ul><ul><li>Overall Daily Operations </li></ul></ul><ul><ul><li>Open Dispatch Center </li></ul></ul><ul><ul><li>Track Deployed Field Personnel </li></ul></ul><ul><ul><li>Fire Dispatch </li></ul></ul><ul><ul><li>Handoff Operations to Another Dispatch Center </li></ul></ul><ul><ul><li>Close Dispatch Center </li></ul></ul>
    44. 44. Tongass Overall Daily Operations Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule Log into Applications Process Flight & Float Requests Actively Monitor Conditions (Weather, Field Communications, etc) Announce that Dispatch is Closed Exit Dispatch Center Process Paperwork Monitor Flights, Floats, Field Personnel Create Tomorrow’s Schedule Respond to Emergencies (Fire, Flight/Float/Field Incidents, etc) Dispatch Flights & Floats Record Returns of Flights & Floats Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) Web Resources Large Paper Schedule Sheet Paper Dispatch Strips Whiteboard Field Personnel Print and post other centers’ schedules Turn off Equipment Log Off Applications Large Schedule Sheet Dispatch Strips Create Excel Schedule and send to other Tongass centers via DMS Dispatcher
    45. 45. Tongass Open Dispatch Center Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule Log into Applications Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) Web Resources Large Paper Schedule Sheet Paper Dispatch Strips Whiteboard Field Personnel Print and Post other centers’ schedules Fax schedule to contract providers Dispatcher
    46. 46. Tongass Track Deployed Field Personnel Open Dispatch Center Workflow Field Personnel AM Check-In Dispatcher Attempts to Contact Field Personnel In-Field Personnel Board Updated Dispatcher Uses Radio Other Dispatched Resources Field Incident Workflow Field Personnel PM Check-In Close Dispatch Center Workflow In-Field Activity Occurs Check-In 30 -60 Minutes Overdue False True Dispatcher Contacts Field Personnel False True Dispatcher
    47. 47. Tongass Local Fire Dispatch Type 4 & 5 Fires Fire Reported Fire Incident Log Completed IC & FMO Request Resources From Adjoining Ranger Districts FMO & IC Coordinates Local Fire Response Fire Incident Log Started Fire Incident Log Updated Dispatch Center Coordinates Transportation Type 4 & 5 fires require no involvement of Dispatch Centers Except for Transportation Fire Type Key 5 - Can be extinguished by one single resource 4 - Can be extinguished by several single resources 3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions 2 – Larger & more complex 1 – Largest & most complex District FMO Fire Extinguished False True Aircraft Dispatcher Fire can be Managed by Local Resources False True Fire Incident Fire Incident Fire Incident Fire Incident Fire Incident Fire Incident District Receptionist Type 4 or 5 IC Fire Escalates Beyond Local Response False True
    48. 48. Tongass Fire Dispatch via ROSS Local TYPE 3,2,&1 Local Fire Escalates to Type 3,2,&1 ROSS Information Updated Request for Remote Fire Resources Initiated Fire Incident Logged into ROSS Fire Incident Sheets Completed Fire Incident information is passed to Fire Dispatch Fire Incident Sheets Updated ROSS Incident Closed Fire Dispatcher Coordinates Response Chugach National Forest Provides Resources Resources Ordered from AICC IADP Certification Required Valued added: Training is Focused on ALL-Risk Management, not Just Fire Dispatch Request Escalates Beyond Capabilities Of IADP Expanded dispatch is set up EDRC,EDSD, EDSP,CORD Fire Type Key 5 - Can be extinguished by one single resource 4 - Can be extinguished by several single resources 3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions 2 – Larger & more complex 1 – Largest & most complex Additional Terms/Roles Key ROSS - Resource Ordering and Status System IADP - Initial Attack Dispatcher EDRC - Expanded Dispatch Recorder EDSD - Expanded Dispatch Support Dispatcher EDSP - Expanded Dispatch Supervisory Dispatcher CORD - Coordinator IC - Incident Commander FMO - Fire Management Officer Fire Dispatcher IADP Fire Extinguished False True Fire Incident Fire Incident Fire Incident Fire Incident ROSS ROSS ROSS FMO Type 3 IC Resources Ordered Direct from local False True
    49. 49. Tongass Remote Fire Resource Request via ROSS From Chugach directly or AICC for National Deployment Remote Request for Fire Resources Via ROSS ROSS Information Updated EDRC / EDSD Certification Required Valued added : Training is Focused on ALL-Risk Management, not Just Fire Dispatch Determine/Confirm Resource Availability Fire Incident Management Tracked at Remote Site ROSS Pre-identifies Fire Response Resources ROSS Incident Closed Resources Dispatched via ROSS Based on skills ROSS Request Declined Additional Terms/Roles Key ROSS - Resource Ordering and Status System IADP - Initial Attack Dispatcher EDRC - Expanded Dispatch Recorder EDSD - Expanded Dispatch Support Dispatcher EDSP - Expanded Dispatch Supervisory Dispatcher CORD - Coordinator IC - Incident Commander FMO - Fire Management Officer Resources Available False True EDRC / EDSD Fire Extinguished False True Resources Allocation Changes False True ROSS ROSS ROSS ROSS AICC & Chugach FMO
    50. 50. Tongass Close Office Verify All Flight, Floats, Personnel Accounted For Turn Off Equipment Announce that Dispatch is Closed Exit Dispatch Center Log Out of Applications Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) Web Resources Dispatcher
    51. 51. Tongass Handoff Operations to Another Dispatch Center Event Occurs Requiring Handoff Control Is Passed to Handoff Center Information is Conveyed to Handoff Center Analog Radio IP Radio Telephone Fax Control Is Passed to Originating Center Information is Conveyed to Originating Center Analog Radio IP Radio Telephone Fax Handoff Center Manages Originating Center Activity Dispatcher Event Resolves False True
    52. 52. Tongass Telephones Workflow Diagrams <ul><li>Telephones </li></ul><ul><ul><li>Phones </li></ul></ul><ul><ul><li>E-mail </li></ul></ul><ul><ul><li>Sametime </li></ul></ul>
    53. 53. Tongass Phones, E-mail, Sametime Take and Close Call Monitor Environmental Conditions Workflow Periodically Check for Email Respond to Sametime Message Respond to Email Message Actively Monitor phone Actively Monitor Sametime Phone Rings False True Dispatcher Sametime Message Arrives False True Email Exists False True
    54. 54. Tongass Customers in Office Workflow Diagrams <ul><li>Customers in office </li></ul><ul><ul><li>Revise Existing Plan </li></ul></ul><ul><ul><li>Schedule New Plan </li></ul></ul><ul><ul><li>Plan Management is also represented under Aircraft Management (flights and floats) here </li></ul></ul>
    55. 55. Tongass Paperwork Workflow Diagrams <ul><li>Paperwork </li></ul><ul><ul><li>Contract Inspection </li></ul></ul><ul><ul><li>Rental Agreement Management </li></ul></ul><ul><ul><li>Use & Payment Reporting Data Entry </li></ul></ul>
    56. 56. Tongass Contract Inspection (Owned, Leased, and Contracted Aircraft, Helicopter) Quantify & Validate Demand Choose Vendors & Validate Contract Terms Negotiate Terms Record Contract Usage Instructions Pilot Certification Equipment Certification Flight Availability/Commitment Annual Contract Review There is an obligation associated with the contracts Meets Forestry Requirements False True Contract Documents Dispatcher
    57. 57. Tongass Rental Agreement Inspection (Aircraft, Helicopter) Annual Rental Review Choose Vendors & Validate Rental Terms Negotiate Terms Record Rental Usage Instructions Pilot Certification Equipment Certification Flight/Float Availability There is no obligation associated with the rentals Meets Forestry Requirements False True Contract Documents Dispatcher
    58. 58. Tongass Use & Payment Reporting Data Entry Use & Accounting Data is Collected and Validated Data is Entered into Excel Spreadsheets for Reporting and Analysis Use Information is Synthesized into Final Report Data is Entered into Aviation Business Management System for Payment Sent for Payment Dispatcher Use Report
    59. 59. Chugach (Anchorage, Cordova) Workflow Diagrams by Dispatcher Priority Hierarchy
    60. 60. Chugach Workflow Diagrams Outline <ul><li>Emergencies </li></ul><ul><ul><li>Manage Emergencies </li></ul></ul><ul><ul><li>Emergency Notifications </li></ul></ul><ul><li>Aircraft Operations (flights & floats) </li></ul><ul><ul><li>Monitor Environmental Conditions </li></ul></ul><ul><ul><li>Monitor for Contract Compliance </li></ul></ul><ul><ul><li>Dispatch </li></ul></ul><ul><ul><li>Track Dispatched </li></ul></ul><ul><ul><li>Alert In-Transit & Deployed Personnel </li></ul></ul><ul><ul><li>Recall In-Transit </li></ul></ul><ul><ul><li>Revise Existing Plan </li></ul></ul><ul><ul><li>Schedule New Plan </li></ul></ul><ul><ul><li>Equipment Procurement </li></ul></ul><ul><li>Administrative (boats, personnel radio communications) </li></ul><ul><ul><li>Overall Daily Operations </li></ul></ul><ul><ul><li>Open Dispatch Center </li></ul></ul><ul><ul><li>Track Deployed Field Personnel </li></ul></ul><ul><ul><li>Fire Dispatch </li></ul></ul><ul><ul><li>Handoff Operations to Another Dispatch Center </li></ul></ul><ul><ul><li>Close Dispatch Center </li></ul></ul><ul><li>Telephones </li></ul><ul><ul><li>Phones </li></ul></ul><ul><ul><li>E-mail </li></ul></ul><ul><ul><li>Sametime </li></ul></ul><ul><li>Customers in office </li></ul><ul><ul><li>Revise Existing Plan </li></ul></ul><ul><ul><li>Schedule New Plan </li></ul></ul><ul><li>Paperwork </li></ul><ul><ul><li>Contract Inspection </li></ul></ul><ul><ul><li>Rental Agreement Inspection </li></ul></ul><ul><ul><li>Use & Payment Reporting Data Entry </li></ul></ul>
    61. 61. Chugach Emergencies Workflow Diagrams <ul><li>Emergencies </li></ul><ul><ul><li>Manage Emergencies </li></ul></ul><ul><ul><li>Emergency Notifications </li></ul></ul>
    62. 62. Chugach Manage Emergencies Monitor Environmental Conditions Workflow Manage Helicopter Emergency Workflow Manage Aircraft Emergency Workflow Manage Boat Emergency Workflow Manage Hazardous Materials Emergency Workflow Manage Tsunami Emergency Workflow Manage Field Emergency Workflow Determine Nature of Emergency Emergency Occurs False True Helicopter Incident or Accident False True Aircraft Incident or Accident False True Boat Incident or Accident False True Hazardous Materials Incident False True Tsunami Incident False True Field Incident or Accident False True Dispatcher
    63. 63. Chugach Aircraft Emergency Notification Aircraft Incident / Accident Occurs Start Incident Log Overdue Aircraft Bird Strike Lightning Strike Mayday Smoke in Cockpit Malfunction Aero Medical Problem Pilot/Passenger Unsafe Attitude Violation Pilot Duty Limitations Violation Fed Aviation Regulations Jettison or Loss of Cargo/Equipment Engine Malfunction Near Miss Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Other Dispatch Centers Forest Aviation Officer (FAO) Flight Services/FAA Airport Manager Vendor Field Camps Other Aircraft Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Regional Aviation Officer Forest Supervisor and Forest Engineer District Ranger Administrative Officer Contractor/Owner of Aircraft Law Enforcement Contracting Officer PAO (Public Affairs Officer) Next of Kin (case of death) Complete Incident Log Dispatcher Forest Aviation Officer (FAO) Incident / Accident Concludes False True Incident Log Flight Strip Incident Log Significant Enough For Incident Log False True Chugach Statusboard Chugach Statusboard Dispatcher
    64. 64. Chugach Helicopter Emergency Notification Helicopter Incident / Accident Occurs Start Incident Log Overdue Helicopter Bird Strike Lightning Strike Mayday Smoke in Cockpit Malfunction Medical Problem Pilot/Passenger Unsafe Attitude Violation Pilot Duty Limitations Violation Fed Aviation Regulations Jettison or Loss of Cargo/Equipment Engine Malfunction Near Miss Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Complete Incident Log Notify as Needed - Other Dispatch Centers Forest Aviation Officer (FAO) Flight Services/FAA Airport Manager Vendor Field Camps Other Aircraft Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Regional Aviation Officer Forest Supervisor and Forest Engineer District Ranger Administrative Officer Contractor/Owner of Aircraft Law Enforcement Contracting Officer PAO (Public Affairs Officer) Next of Kin (case of death) Dispatcher Forest Aviation Officer (FAO) Incident / Accident Concludes False True Incident Log Flight Strip Incident Log Significant Enough For Incident Log False True Chugach Statusboard Chugach Statusboard Dispatcher
    65. 65. Chugach Boat Emergency Notification Boat Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehicle Incident Boat Incident Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed- District Ranger staff Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Law Enforcement Complete Incident Log Dispatcher District Ranger District Safety Officer Incident / Accident Concludes False True Search & Rescue Initiated False True Significant Enough For Incident Log False True Incident Log Flight Strip Incident Log Chugach Statusboard Chugach Statusboard Dispatcher
    66. 66. Chugach Field Emergency Notification Field Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehicle Incident Boat Incident Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Complete Incident Log Notify as Needed- District Ranger staff Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Law Enforcement Dispatcher District Ranger District Safety Officer District Ranger or Staff Officer Have Authority to Initiate S&R Incident / Accident Concludes False True Search & Rescue Initiated False True Significant Enough For Incident Log False True Incident Log Flight Strip Incident Log Chugach Statusboard Chugach Statusboard Dispatcher
    67. 67. Chugach Hazardous Materials Emergency Notification Hazardous Materials Spill Reported Start Incident Log Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Hazardous Materials Coordinator Alt Hazardous Materials Coordinator District Safety Officer District Ranger Law Enforcement Officer Patrol Captain Complete Incident Log Track Progress & Log Activities Dispatcher District Ranger District Safety Officer Incident / Accident Concludes False True Incident Log Incident Log Significant Enough For Incident Log False True Chugach Statusboard Chugach Statusboard Dispatcher
    68. 68. Chugach Tsunami Emergency Notification Tsunami Reported Start Incident Log Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Camps Field Crews Boats Aircraft Complete Incident Log Provide Information & Instructions Aircraft Stay Airborne Boats to Deep Water Camps to Remove Vehicles to High Ground Take survival equipment as time allows, radios, sleeping bags, shelter, food, water, clothing, first aid equipment, etc. Monitor Radio for Updates Tsunami Concludes False True Significant Enough For Incident Log False True Incident Log Incident Log Chugach Statusboard Chugach Statusboard Weather Dispatcher
    69. 69. Chugach Aircraft Operations Workflow Diagrams <ul><li>Aircraft Operations (flights & floats) </li></ul><ul><ul><li>Monitor Environmental Conditions </li></ul></ul><ul><ul><li>Monitor for Contract Compliance </li></ul></ul><ul><ul><li>Dispatch </li></ul></ul><ul><ul><li>Track Dispatched </li></ul></ul><ul><ul><li>Alert In-Transit & Deployed Personnel </li></ul></ul><ul><ul><li>Recall In-Transit </li></ul></ul><ul><ul><li>Revise Existing Plan </li></ul></ul><ul><ul><li>Schedule New Plan </li></ul></ul><ul><ul><li>Equipment Procurement </li></ul></ul>
    70. 70. Chugach Monitor Environmental Conditions Monitoring All Radio Transmissions Alert In-Transit & Dispatched Personnel Workflow Periodically Checking Web Resources Radio Equipment IP Radio Coast Guard Freq Automated Flight Following (AFF) Web Resources Recall In-Transit Workflow Dispatcher Conditions Become Unfavorable False True Weather
    71. 71. Chugach Monitor Contract Compliance Periodically Review Performance to Contract Compliance Policies Log and Report Compliance Issues Alert Contractor and Remediate Compliance Issues Dispatcher Compliance Issues Exist False True Compliance Issues Exist False True Chugach Statusboard Contract Documents Compliance Log Chugach Statusboard
    72. 72. Chugach Dispatch Aircraft Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Aircraft Track Dispatched Aircraft Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Create Plan for Immediate Use Check Flight Conditions Monitor Weather for Improvement Dispatcher Aircraft Pilot Weather Aircraft Flight Schedule Aircraft Flight Plan Flight Plan in Order False True Flight Plan Exist False True Resources Available False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Weather Does Not Improve False True Chugach Statusboard Chugach Statusboard
    73. 73. Chugach Dispatch Helicopter Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Helicopter Track Dispatched Helicopter Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Check Flight Conditions Helicopter Manager or certified helicopter safety resource must perform preflight and go with the Helicopter Monitor Weather for Improvement Dispatcher Helicopter Pilot Weather Helicopter Flight Plan Flight Plan in Order False True Flight Plan Exist False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Helicopter Flight Schedule Helicopter Manager Weather Does Not Improve False True Chugach Statusboard Chugach Statusboard
    74. 74. Chugach Dispatch Boat Validates Float Plan Activate Float Plan Dispatch Float Track Dispatched Boat Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Create Plan for Immediate Use Check Float Conditions Monitor Weather for Improvement Dispatcher Boat Pilot Weather Float Plan in Order False True Float Plan Exist False True Resources Available False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Boat Float Plan Boat Float Schedule Weather Does Not Improve False True Chugach Statusboard Chugach Statusboard Chugach Statusboard
    75. 75. Chugach Track Dispatched Aircraft Dispatch Aircraft Workflow En-Route Aircraft Checks-In Every 30 Minutes Dispatcher Attempts to Contact Flight OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Dispatcher Uses Radio AFF Coast Guard Freq Other Dispatched Resources Record Arrival Aircraft Incident Workflow Return Transportation service Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Flight False True Flight Arrives At Destination False True Dispatcher Chugach Statusboard Chugach Statusboard Chugach Statusboard Flight Strip Flight Strip Flight Strip
    76. 76. Chugach Track Dispatched Helicopter Dispatch Helicopter Workflow En-Route Helicopter Checks-In Every 15 Minutes Dispatcher Attempts to Contact Helicopter OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Dispatcher Uses Radio AFF Other Dispatched Resources Record Arrival Helicopter Incident Workflow Return Transportation Service Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Helicopter False True Helicopter Arrives At Destination False True Dispatcher Chugach Statusboard Chugach Statusboard Chugach Statusboard Flight Strip Flight Strip Flight Strip
    77. 77. Chugach Track Dispatched Boat Dispatch Boat Workflow En-Route Boat Checks-In Every 30 Minutes Dispatcher Attempts to Contact Boat OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Dispatcher Uses Radio Other Dispatched Resources Record Arrival Field Incident Workflow Return Float Following Coverage Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Boat False True Boat Arrives At Destination False True Dispatcher Chugach Statusboard Chugach Statusboard Chugach Statusboard Flight Strip Flight Strip Flight Strip
    78. 78. Chugach Alert In-Transit & Deployed Personnel Conditions Arise Requiring that In-Transit & Field Personnel are Alerted Alert Other Dispatch Centers Analog Radio IP Radio Sametime Telephone Fax Weather changes with possibility of field impact Deployed resources report activities impacting other field resources (blasting in flight zone) Contact In-Transit & Deployed Personnel Analog Radio IP Radio Coast Guard Freq Contact Other Nearby Flights, Floats, Field Camps as Conduit to Field Personnel Manage Emergencies Workflow Monitor Environmental Conditions Workflow Convey Conditions Record Recall Event Details Field Personnel Contacted False True Field Personnel Contact within Allowed Timeframe False True Recall Event Log Flight Strip Handoff Situation False True Chugach Statusboard Chugach Statusboard Dispatcher
    79. 79. Chugach Recall In-Transit Aircraft Conditions Arise Requiring In-Transit Recall Record Recall Event Details Severe Weather Aircraft Incident Alert Other Dispatch Centers Analog Radio IP Radio Sametime Contact Other Nearby Flights, Floats, Field Camps as Conduit to Field Personnel Manage Emergencies Workflow Monitor Environmental Conditions Workflow Provide Recall Instructions Contact In-Transit & Deployed Personnel Analog Radio IP Radio Coast Guard Freq Telephone Fax Complete Recall Event Details Field Personnel Contacted False True Field Personnel Contact within Allowed Timeframe False True Recall Event Log Flight Strip Recall Event Log Flight Strip Handoff Situation False True Chugach Statusboard Chugach Statusboard Dispatcher
    80. 80. Chugach Revise Existing Aircraft Flight Plan Revision Required Change of Plans Conditions Change Procure Airplane Workflow Aircraft Flight Re-Scheduled Aircraft Flight Analysis and Re-Planning Value Added Function Dispatcher Revised and Re-Optimizes the Plan Revised Aircraft Flight Plan Created Revised Aircraft Flight Plan Communicated Procure Equipment Workflow Aircraft Flight Schedule Aircraft Flight Plan Dispatcher Modify Aircraft Assignment False True Modify Equipment False True Chugach Statusboard
    81. 81. Chugach Revise Existing Helicopter Flight Plan Revision Required Change of Plans Conditions Change Procure Helicopter Workflow Helicopter Flight Re-Scheduled Helicopter Flight Analysis and Re-Planning Value Added Function Helicopter Manager Revised and Re-Optimizes the Plan Revised Helicopter Flight Plan Created Revised Helicopter Flight Plan Communicated Procure Equipment Workflow Helicopter Manager Modify Helicopter Assignment False True Modify Equipment False True Helicopter Flight Plan Helicopter Flight Schedule Chugach Statusboard
    82. 82. Chugach Revise Existing Boat Float Plan Revision Required Change of Plans Conditions Change Procure Boat Workflow Boat Float Re-Scheduled Boat Float Analysis and Re-Planning Most Boat Float Plans are revised by Boat Operator; Dispatch primarily tracks/monitors Revised Boat Float Plan Created Revised Boat Float Plan Communicated Procure Equipment Workflow Dispatcher Modify Boat Assignment False True Modify Equipment False True Boat Float Plan Boat Float Schedule Boat Operator Chugach Statusboard
    83. 83. Chugach Schedule New Aircraft Flight Plan New Aircraft Flight Reservation Submitted Email Telephone Walk-Ins Procure Airplane Workflow Aircraft Flight Scheduled Aircraft Flight Analysis and Planning Value Added Function Dispatcher Optimizes the Plan New Aircraft Flight Plan Created Finalized Aircraft Flight Plan Communicated to Requestor Procure Equipment Workflow Aircraft Flight Schedule Aircraft Flight Plan Dispatcher Aircraft Requestor Chugach Statusboard
    84. 84. Chugach Schedule New Helicopter Flight Plan New Helicopter Flight Reservation Submitted Email Telephone Walk-Ins Procure Helicopter Workflow Helicopter Flight Scheduled Helicopter Flight Analysis and Planning Value Added Function Helicopter Manager Optimizes the Plan New Helicopter Flight Plan Created Finalized Flight Helicopter Plan Communicated to Requestor Procure Equipment Workflow Helicopter Manager Helicopter Flight Plan Helicopter Flight Schedule Helicopter Requestor Chugach Statusboard
    85. 85. Chugach Schedule New Boat Float Plan New Boat Float Plan Submitted Email Telephone Walk-Ins Procure Boat Workflow Boat Float Scheduled Boat Float Analysis and Planning New Boat Float Plan Created Finalized Boat Float Plan Communicated to Requestor Procure Equipment Workflow Most Boat Float Plans are made before contacting Dispatch; Dispatch primarily tracks/monitors Dispatcher Boat Operator Boat Float Plan Boat Float Schedule Chugach Statusboard
    86. 86. Chugach Equipment Procurement (Aircraft, Helicopter, Boat) Equipment Request Check Availability of Owned Resources Check Availability Of Contracted Resources Book Resources & Incorporate into Flight/Float Plan Check Availability of Rental Resources Boat Operators and Fleet Managers Procure Boats Resources Available False True Resources Available False True Contract Documents Chugach Statusboard Dispatcher Boat Operator
    87. 87. Chugach Administrative Workflow Diagrams <ul><li>Administrative (boats, personnel radio communications) </li></ul><ul><ul><li>Overall Daily Operations </li></ul></ul><ul><ul><li>Open Dispatch Center </li></ul></ul><ul><ul><li>Track Deployed Field Personnel </li></ul></ul><ul><ul><li>Fire Dispatch </li></ul></ul><ul><ul><li>Handoff Operations to Another Dispatch Center </li></ul></ul><ul><ul><li>Close Dispatch Center </li></ul></ul>
    88. 88. Chugach Overall Daily Operations Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule Log into Applications Process Flight & Float Requests Actively Monitor Conditions (Weather, Field Communications, etc) Announce that Dispatch is Closed Exit Dispatch Center Process Paperwork Monitor Flights, Floats, Field Personnel Create Tomorrow’s Schedule Respond to Emergencies (Fire, Flight/Float/Field Incidents, etc) Dispatch Flights & Floats Record Returns of Flights & Floats Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) Chugach Statusboard Web Resources Large Paper Schedule Sheet Paper Dispatch Strips Whiteboard Field Personnel Print and post other centers’ schedules Turn off Equipment Log Off Applications Dispatcher Chugach Statusboard
    89. 89. Chugach Open Dispatch Center Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule Log into Applications Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) Web Resources Dispatcher Chugach Statusboard
    90. 90. Chugach Remote Fire Resource Request via ROSS Remote Request for Fire Resources Via ROSS ROSS Information Updated Determine/Confirm Resource Availability Fire Incident Management Tracked at Remote Site ROSS Pre-identifies Fire Response Resources ROSS Incident Closed Resources Dispatched via ROSS Based on skills ROSS Request Declined Teresa, Tara, & Sue NOT certified, but perform Some ROSS functions IADP Certification Required Valued added : Training is Focused on Risk Management, not Just Fire Dispatch Resources Available False True Fire Extinguished False True Resources Allocation Changes False True State Fire Dispatcher Dispatcher ROSS ROSS ROSS ROSS
    91. 91. Chugach Local Fire Dispatch Type 4 & 5 Fires Fire Reported Fire Incident Log Completed IC & FMO Request Resources From Adjoining Ranger Districts FMO & IC Coordinates Local Fire Response Fire Incident Log Started Fire Incident Log Updated Dispatch Center Coordinates Transportation Type 4 & 5 fires require no involvement of Dispatch Centers Except for Transportation Fire Type Key 5 - Can be extinguished by one single resource 4 - Can be extinguished by several single resources 3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions 2 – Larger & more complex 1 – Largest & most complex District FMO Fire Extinguished False True Aircraft Dispatcher Fire can be Managed by Local Resources False True Fire Incident Fire Incident Fire Incident Fire Incident Fire Incident Fire Incident District Receptionist Type 4 or 5 IC Fire Escalates Beyond Local Response False True
    92. 92. Chugach Fire Dispatch via ROSS Local TYPE 3,2,&1 Local Fire Escalates to Type 3,2,&1 ROSS Information Updated Request for Remote Fire Resources Initiated Fire Incident Logged into ROSS Fire Incident Sheets Completed Fire Incident information is passed to Fire Dispatch Fire Incident Sheets Updated ROSS Incident Closed Fire Dispatcher Coordinates Response Chugach National Forest Provides Resources Resources Ordered from AICC IADP Certification Required Valued added: Training is Focused on ALL-Risk Management, not Just Fire Dispatch Request Escalates Beyond Capabilities Of IADP Expanded dispatch is set up EDRC,EDSD, EDSP,CORD Fire Type Key 5 - Can be extinguished by one single resource 4 - Can be extinguished by several single resources 3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions 2 – Larger & more complex 1 – Largest & most complex Additional Terms/Roles Key ROSS - Resource Ordering and Status System IADP - Initial Attack Dispatcher EDRC - Expanded Dispatch Recorder EDSD - Expanded Dispatch Support Dispatcher EDSP - Expanded Dispatch Supervisory Dispatcher CORD - Coordinator IC - Incident Commander FMO - Fire Management Officer Fire Dispatcher IADP Fire Extinguished False True Fire Incident Fire Incident Fire Incident Fire Incident ROSS ROSS ROSS FMO Type 3 IC Resources Ordered Direct from local False True
    93. 93. Chugach Remote Fire Resource Request via ROSS From Chugach directly or AICC for National Deployment Remote Request for Fire Resources Via ROSS ROSS Information Updated EDRC / EDSD Certification Required Valued added : Training is Focused on ALL-Risk Management, not Just Fire Dispatch Determine/Confirm Resource Availability Fire Incident Management Tracked at Remote Site ROSS Pre-identifies Fire Response Resources ROSS Incident Closed Resources Dispatched via ROSS Based on skills ROSS Request Declined Additional Terms/Roles Key ROSS - Resource Ordering and Status System IADP - Initial Attack Dispatcher EDRC - Expanded Dispatch Recorder EDSD - Expanded Dispatch Support Dispatcher EDSP - Expanded Dispatch Supervisory Dispatcher CORD - Coordinator IC - Incident Commander FMO - Fire Management Officer Resources Available False True EDRC / EDSD Fire Extinguished False True Resources Allocation Changes False True ROSS ROSS ROSS ROSS AICC & Chugach FMO
    94. 94. Chugach Close Office Verify All Flight, Floats, Personnel Accounted For Turn Off Equipment Announce that Dispatch is Closed Exit Dispatch Center Log Out of Applications Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Chugach Statusboard Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) ROSS Web Resources Dispatcher
    95. 95. Chugach Handoff Operations to Another Dispatch Center Regularly Scheduled Handoff or Event Occurs Requiring Handoff Control Is Passed to Handoff Center Information is Conveyed to Handoff Center Chugach has scheduled handoffs between Anchorage and Cordova All information is updated in the Chugach Statusboard as the primary method to hand over control (phone and whiteboards are leveraged as backup) Control Is Passed to Originating Center Information is Conveyed to Originating Center Handoff Center Manages Originating Center Activity Analog Radio IP Radio Telephone Fax Analog Radio IP Radio Telephone Fax Dispatcher Chugach Statusboard Shift Back or Event Resolves False True Chugach Statusboard
    96. 96. Chugach Telephones Workflow Diagrams <ul><li>Telephones </li></ul><ul><ul><li>Phones </li></ul></ul><ul><ul><li>E-mail </li></ul></ul><ul><ul><li>Sametime </li></ul></ul>
    97. 97. Chugach Phones, E-mail, Sametime Take and Close Call Monitor Environmental Conditions Workflow Periodically Check for Email Respond to Sametime Message Respond to Email Message Actively Monitor phone Actively Monitor Sametime Phone Rings False True Dispatcher Sametime Message Arrives False True Email Exists False True
    98. 98. Chugach Customers in Office Workflow Diagrams <ul><li>Customers in office </li></ul><ul><ul><li>Revise Existing Plan </li></ul></ul><ul><ul><li>Schedule New Plan </li></ul></ul><ul><ul><li>Plan Management is also represented under Aircraft Management (flights and floats) here </li></ul></ul>
    99. 99. Chugach Paperwork Workflow Diagrams <ul><li>Paperwork </li></ul><ul><ul><li>Contract Inspection </li></ul></ul><ul><ul><li>Rental Agreement Inspection </li></ul></ul><ul><ul><li>Use & Payment Reporting Data Entry </li></ul></ul>
    100. 100. Chugach Contract Inspection (Owned, Leased, and Contracted Aircraft, Helicopter) Quantify & Validate Demand Choose Vendors & Validate Contract Terms Negotiate Terms Record Contract Usage Instructions Pilot Certification Equipment Certification Flight Availability/Commitment Annual Contract Review There is an obligation associated with the contracts Meets Forestry Requirements False True Contract Documents Dispatcher Chugach Statusboard
    101. 101. Chugach Rental Agreement Inspection (Aircraft, Helicopter) Annual Rental Review Choose Vendors & Validate Rental Terms Negotiate Terms Record Rental Usage Instructions Pilot Certification Equipment Certification Flight/Float Availability There is no obligation associated with the rentals Meets Forestry Requirements False True Contract Documents Chugach Statusboard Dispatcher
    102. 102. Chugach Use & Payment Reporting Data Entry Use Data is Collected and Validated Data is Entered into Excel Spreadsheets for Reporting and Analysis Use Information is Synthesized into Final Report Data is Entered into Aviation Business Management System for Payment Sent for Payment Dispatcher Use Report
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