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Erp presentation

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Erp presentation

  1. 1. Emergency Response Planning (ERP)Welcome 1
  2. 2. Emergency Response Planning (ERP)Emergency Call Centre (ECC) 2
  3. 3. Emergency Response Planning (ERP) 3
  4. 4. Emergency Response Planning (ERP) 4
  5. 5. Emergency Response Planning (ERP) 5
  6. 6. Emergency Response Planning (ERP) 6
  7. 7. Emergency Response Planning (ERP)Field Team Kits 7
  8. 8. Emergency Response Planning (ERP)Categories of Accidents AFull Activation BPartial Activation 8
  9. 9. Emergency Response Planning (ERP)Categories of Accidents AFull Activation• Major A/C Accident• Missing A/C (Fuel Exhausted)• Hijacking BPartial Activation 9
  10. 10. Emergency Response Planning (ERP)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 10
  11. 11. Emergency Response Planning (ERP) Alarm & Mobilization 1. SMS Initiated by SituationRoom through Contact Centre 3. Notification Tree 2. Phone Calls through 4. Call Home Scheme Telephone Exchange 11
  12. 12. Emergency Response Planning (ERP)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) 5500 employees have attended the ERP Trainings so far 12
  13. 13. Emergency Response Planning (ERP)Training & Awareness Materials -- Pamphlets, Banners, Booklets 13
  14. 14. Emergency Response Planning (ERP)Passenger Record & Family Information System 14
  15. 15. Emergency Response Planning (ERP)An agreement withKenyon International Doc 15
  16. 16. Emergency Response Planning (ERP)Mutual Support & Cooperation Agreements 16
  17. 17. Emergency Response Planning (ERP) Aircraft Accident 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 17
  18. 18. Emergency Response Planning (ERP)Survivors Reception Centre, Crew Reception Centre, Relatives & Visitors Centre and Reunion Areas activated at Hajj Terminal 18
  19. 19. Emergency Response Planning (ERP)Multan Fokker CrashManagement commitment and emphasis on developing ERCFacilities, ERP Manual, Trainings and Field Exercises enabled PIA todeliver an efficient and well organized response to this tragicaccident. Various teams such as ERC Team, Go Team and FamilyAssistance Team came into action within the prescribed time limits atMUX, KHI, LYP, LHE & ISB 19
  20. 20. Emergency Response Planning (ERP)FASTFamily Assistance & Support Teams 20
  21. 21. Emergency Response Planning (ERP)Psychotrauma- grief- hostility- anger- frustration- shockNormal reactions of normal people in a highly abnormal situation 21
  22. 22. Emergency Response Planning (ERP)Humanitarian Support is required at• Accident Site• Hospitals• Passenger Information Centers• Family Assistance Centers• Hotels• Family’s Residence• While Traveling 22
  23. 23. Emergency Response Planning (ERP)Provision of Information to• The General Public• The Family of Passengers• Meeters and Relatives at the Airports• Injured Passengers at the Hospitals 23
  24. 24. Emergency Response Planning (ERP)Who gets hurt?• Survivors• Next-of-Kin• Special Assistance Team Members• The Company• The Community 24
  25. 25. Emergency Response Planning (ERP)Humanitarian Support• Meeting the Family or Victims at their Home• Serve as a liaison• Provide Professional Counseling• Escort Members of the Family 25
  26. 26. Emergency Response Planning (ERP)Humanitarian Support• Provide Immediate Financial Support• Family Tickets to Accident Site / Hospitals 26
  27. 27. Emergency Response Planning (ERP)Humanitarian SupportReturn of Personal Belongings (Condition and Time) 27
  28. 28. Emergency Response Planning (ERP)Humanitarian Support• Respect for Values, Beliefs and Culture• Respect the Wishes of the Family• Confidentiality 28
  29. 29. Emergency Response Planning (ERP)Humanitarian Support• Transportation of Remains• Support in Identification of Deceased• Memorials: Respect the Wishes of the Families• Annual Remembrance Service 29
  30. 30. Emergency Response Planning (ERP)Typical questions by family members1. Confirm if the person is a victim2. Victim’s Condition3. Victim’s Location4. When to Return Home5. Next Step 30
  31. 31. Emergency Response Planning (ERP) Special Assistance Team Support• Emotional • Physical “To demonstrate personal care as if the survivor or family member is your own personal relative” 31
  32. 32. Emergency Response Planning (ERP)Tangible Support Transportation Clothing Food & Drink Monetary 32
  33. 33. Emergency Response Planning (ERP)Problem Solving with People in TraumaEmotions First, Problems Second 33
  34. 34. Emergency Response Planning (ERP)Emotional Support1. Listening2. Providing First Hand and Credible Information3. Consoling 34
  35. 35. Emergency Response Planning (ERP)• Cognitive : Thoughts• Emotive : Feelings 35
  36. 36. Emergency Response Planning (ERP)Don’tJudge ! 36
  37. 37. Emergency Response Planning (ERP)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 37
  38. 38. Emergency Response Planning (ERP)Effective Communication• Body language• Eye level – Eye contact• Tone of voice• Mirroring (Tone and Rhythm to create rapport) 38
  39. 39. Emergency Response Planning (ERP)Effective Communication• Use of voice to create calm• Angry people – How to approach• Win : Win Problem solving techniques 39
  40. 40. Emergency Response Planning (ERP)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 40
  41. 41. Emergency Response Planning (ERP)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 41
  42. 42. Emergency Response Planning (ERP)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” 42
  43. 43. Emergency Response Planning (ERP)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…” 43
  44. 44. Emergency Response Planning (ERP)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….” 44
  45. 45. Emergency Response Planning (ERP)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” 45
  46. 46. Emergency Response Planning (ERP)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….” 46
  47. 47. Emergency Response Planning (ERP)Self care by Team Members and Station Employees• Take regular breaks• Create Shifts• Support each other (Create a “buddy system”)• Debrief daily 47
  48. 48. Emergency Response Planning (ERP)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 48
  49. 49. Emergency Response Planning (ERP)Stay out ofthe Ditch! 49
  50. 50. Emergency Response Planning (ERP)Joint Family Support Operation Center 50
  51. 51. Emergency Response Planning (ERP)Checklists of Station Team Members 51
  52. 52. Emergency Response Planning (ERP)Thank You 52

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