PIA ERP 16 October 2010

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  • Great feople to fly with
  • Great feople to fly with
  • Great feople to fly with
  • Great feople to fly with
  • Great feople to fly with
  • Great feople to fly with
  • Great feople to fly with
  • Great feople to fly with
  • Great feople to fly with
  • Great feople to fly with
  • Great feople to fly with
  • Great feople to fly with
  • Emotional Intelligence & Leadership Narejo Human Resources - www.narejohr.com
  • Emotional Intelligence & Leadership Narejo Human Resources - www.narejohr.com Our five senses collect nformation from the environment then we think about and interpret what it means.
  • 13
  • Great feople to fly with
  • PIA ERP 16 October 2010

    1. 1. Emergency Response Planning strengthening the resilience
    2. 2. Prevention of accidents is a matter of prime importance in responsible industrial concerns Yet, accidents do happen - Injuries & fatalities - Families of victims and community pass through psychotrauma
    3. 3. - grief - hostility - anger - frustration - shock Airline model of Emergency Response Planning (ERP) could be helpful in effectively supporting the victims and their family members Industrial Disasters & Humanitarian Assistance
    4. 4. - Modern and advanced technology - Regulatory checks Air travel has become safer than crossing a road
    5. 5. No airline is ever immune to an A c c i d e n t
    6. 6. 1. Helps effective management of major accidents 2. Ensure timely humanitarian assistance to victims and families 3. Facilitates to maintain corporate image 4. Regulatory Requirement & Supports Certification 5. Family Assistance Act & NTSB Requirements in USA 6. Last but not least, it is an Insurance plan Why PIA has given due importance to Emergency Response Planning
    7. 7. Managing Director General Manager Dy. General Manager
    8. 8. “ With a good, proven response plan, the airline has an excellent chance to negate many of the negative aspects of the event” Emergency Response Manual
    9. 9. Station Emergency Plans
    10. 10. Station Team Emergency Response Mechanism Field Team ERC Team FAST Volunteers
    11. 11. Emergency Response Centre (ERC)
    12. 12. Emergency Call Centre (ECC)
    13. 13. Media Response Centre (MRC)
    14. 14. Alarm & Mobilization <ul><li>SMS Initiated y Situation Room through Contact Centre </li></ul><ul><li>Phone Calls through Telephone Exchange </li></ul><ul><li>Notification Tree </li></ul><ul><li>Call Home Scheme </li></ul>
    15. 15. <ul><li>ERP Orientation Sessions </li></ul><ul><li>Family Assistance Guidelines </li></ul><ul><li>First Aid, Search & Rescue Techniques </li></ul><ul><li>ERP Course for Higher Management (Trainees included CEO, Directors & GMs) </li></ul><ul><li>Station Managers & Ops Controllers </li></ul><ul><li>District Managers </li></ul><ul><li>Out Stations (Domestic & Foreign) </li></ul>Continual Training to ERP Team Members & Volunteers 4500 employees have attended the ERP Trainings so far
    16. 16. Training & Awareness Materials -- Pamphlets, Banners, Booklets
    17. 17. Passenger Record & Family Information System
    18. 18. <ul><li>PK-EK Mutual Support & </li></ul><ul><li>Cooperation Agreement </li></ul><ul><li>(Karachi, Islamabad, Lahore, Peshawar </li></ul><ul><li>& Dubai, Sharjah, Al-Ain & Muscat) </li></ul><ul><li>Use of EK-Emergency Call Centre </li></ul>Agreements on Emergency Response
    19. 19. An agreement with Kenyon International is in process
    20. 20. Besides other external City Emergency Services, PIA Engineering, Traffic, TGS, Fire, Medical Services & FAST Volunteers also took part in the rescue training operations Aircraft Accident Exercise at Karachi
    21. 21. <ul><li>Survivors Reception Centre, Crew Reception Centre, Relatives & Visitors Centre and Reunion Areas activated at Hajj Terminal </li></ul>
    22. 22. By now, we have gone through: <ul><li>Planning </li></ul><ul><li>Training </li></ul><ul><li>Exercises </li></ul>What’s next in a disaster cycle?
    23. 23. <ul><li>Planning </li></ul><ul><li>Training </li></ul><ul><li>Exercises </li></ul><ul><li>Accident </li></ul>
    24. 24. Management commitment and emphasis on developing ERC Facilities, ERP Manual, Trainings and Field Exercises enabled PIA to deliver an efficient and well organized response to this tragic accident. Various teams such as ERC Team, Go Team and Family Assistance Team came into action within the prescribed time limits at three stations i.e. KHI, LHE & LYP Multan Fokker Crash
    25. 25. <ul><li>Humanitarian </li></ul><ul><li>Assistance </li></ul>Normal reactions of normal people in a highly abnormal situation
    26. 26. FAST Family Assistance Support Team
    27. 27. Humanitarian Support at <ul><li>Accident Site </li></ul><ul><li>Hospitals </li></ul><ul><li>Hotels </li></ul><ul><li>Passenger Information or Special Assistance Center </li></ul><ul><li>Family Support Centers </li></ul><ul><li>Family’s Residence </li></ul><ul><li>While Traveling </li></ul>
    28. 28. Provision of Information to <ul><li>The General Public </li></ul><ul><li>The Family of Victims </li></ul><ul><li>Meeters and Relatives at the Site </li></ul><ul><li>Injured Persons at the Hospitals </li></ul>
    29. 29. <ul><li>Meeting the Family or Victims at their Home </li></ul><ul><li>Serve as a liaison </li></ul><ul><li>Provide Professional Counseling </li></ul><ul><li>Escort Members of the Family </li></ul>Humanitarian Support
    30. 30. <ul><li>Provide Immediate Financial Support </li></ul>Humanitarian Support
    31. 31. <ul><li>Respect for Values, Beliefs and Culture </li></ul><ul><li>Respect the Wishes of the Family </li></ul><ul><li>Confidentiality </li></ul>Humanitarian Support
    32. 32. Return of Personal Belongings (Condition and Time) Humanitarian Support
    33. 33. <ul><li>Transportation of Remains </li></ul><ul><li>Support in Identification of Deceased </li></ul><ul><li>Memorials: Respect the Wishes of the Families </li></ul><ul><li>Annual Remembrance Service </li></ul>Humanitarian Support
    34. 34. Typical questions by family members <ul><li>Confirm if the person is a victim </li></ul><ul><li>Victim’s Condition </li></ul><ul><li>Victim’s Location </li></ul><ul><li>When to Return Home </li></ul><ul><li>Next Step </li></ul>
    35. 35. Tangible Support Clothing Monetary Food & Drink Transportation
    36. 36. Emotional Support <ul><li>Listening </li></ul><ul><li>Providing First Hand and Credible Information </li></ul><ul><li>Consoling </li></ul>
    37. 37. Problem Solving with People in Trauma: Emotions First, Problems Second
    38. 38. Where do emotions come from?
    39. 39. The Science Behind Emotions
    40. 40. The Science Behind Emotional Intelligence
    41. 41. Law of Hardwiring 1. Emotion comes before thought 2. We feel before we think
    42. 42. An Emotional Hijack
    43. 43. The chemical curve PEAKS Slows down Take Off Cool Down Rational Behavior
    44. 44. Who gets hurt? <ul><li>Survivors </li></ul><ul><li>Next-of-Kin </li></ul><ul><li>Special Assistance Team Members </li></ul><ul><li>The Company </li></ul><ul><li>The Community </li></ul>
    45. 45. How would you differentiate empathy from sympathy? <ul><li>Sympathy is having pity for someone. Empathy means caring without getting your own emotions tied up in what the other person is feeling </li></ul>
    46. 46. Flood Relief Initiative 2010 Free Transportation of Relief Goods
    47. 47. <ul><li>Emergency Response </li></ul><ul><li>was activated to coordinate </li></ul><ul><li>all activities related to the </li></ul><ul><li>Flood Relief Project </li></ul>
    48. 48. <ul><li>PIA developed a LIFE BOX which provides high energy food & liquids to sustain a four member family / group for </li></ul><ul><li>2-3 days each </li></ul>
    49. 49. <ul><li>Overseas Pakistani Community is being mobilized through Videos, TV and Media </li></ul>
    50. 50. Region-wise status in Tons Total = 2721.86 Total (Aug- Sep) = 2722 Tons
    51. 51. Delivery <ul><li>NDMA </li></ul><ul><li>PDMAs </li></ul><ul><li>Pakistan Army </li></ul><ul><li>Reputed Public Reps </li></ul><ul><li>PIA Team </li></ul><ul><li>Speedex Team </li></ul><ul><li>WFP Helicopters </li></ul>
    52. 52. Thank You
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