7. To efficiently respond to such
eventualities and to minimize the
losses if accident occur ………
…….. PIA has put on considerable
efforts in the area of Emergency
Response Planning (ERP)
8. 1. Helps effective management
of major accidents
2. Ensures humanitarian assistance
to victims and families
3. Facilitates to maintain
corporate image
ERP
9. 4. NTSB & Family Assistance Act
Requirements in USA
5. Mandatory IOSA Requirement
6. It is an Insurance Plan
10. “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
22. Categories of Accidents
A
Full Activation
• Major A/C Accident
• Missing A/C (Fuel Exhausted)
• Hijacking
B
Partial Activation
23. Categories of Accidents
A
Full Activation
• Major A/C Accident
• Missing A/C (Fuel Exhausted)
• Hijacking
B
Partial Activation
• Airborne Emergency or High Profile Incident
• Ground Accidents with Substantial Damage (disasters, fires, explosions)
• Bomb Threats
• Other Critical / Public Health Emergencies
24. Alarm & Mobilization
1. SMS Initiated by Situation
Room through Contact Centre
2. Phone Calls through
Telephone Exchange
3. Notification Tree
4. Call Home Scheme
25. • 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)
Continual Training to ERP Team Members & Volunteers
6500 employees have attended the ERP Trainings so far
28. Besides other external City Emergency Services,
PIA Engineering, Traffic, TGS, Fire, Medical
Services & FAST Volunteers also took part in the
rescue training operations
Exercise at Karachi
29. Media Response
Salient Points
No employee except Chairman & CEO or Station Head is
permitted to talk with the press
First Press Statement should be released within 1 hour of
the accident from ERC
Press Conference of the Chairman & CEO should be held
within three hours of the accident.
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
36. Humanitarian Support is required at
• Accident Site
• Hospitals
• Passenger Information Centers
• Family Assistance Centers
• Hotels
• Family’s Residence
• While Traveling
37. Provision of Information to
• The General Public
• The Family of Passengers
• Meeters and Relatives at the Airports
• Injured Passengers at the Hospitals
38. Who gets hurt?
• Survivors
• Next-of-Kin
• Special Assistance Team Members
• The Company
• The Community
39. • Meeting the Family or Victims at their Home
• Serve as a liaison
• Provide Professional Counseling
• Escort Members of the Family
Humanitarian Support
40. • Provide Immediate Financial Support
Humanitarian Support
• Family Tickets to Accident Site / Hospitals
42. • Respect for Values, Beliefs and Culture
• Respect the Wishes of the Family
• Confidentiality
Humanitarian Support
43. • Transportation of Remains
• Support in Identification of Deceased
• Memorials: Respect the Wishes of the Families
• Annual Remembrance Service
Humanitarian Support
44. Typical questions by family members
1. Confirm if the person is a victim
2. Victim’s Condition
3. Victim’s Location
4. When to Return Home
5. Next Step
45. Special Assistance Team
Support
• Emotional • Physical
“To demonstrate personal care as if the survivor or
family member is your own personal relative”
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. Effective Communication
• Body language
• Eye level – Eye contact
• Tone of voice
• Mirroring (Tone and Rhythm to create rapport)
53. Effective Communication
• Use of voice to create calm
• Angry people – How to approach
• Win : Win Problem solving techniques
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. 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. 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. 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. 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. 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. 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. Self care by Team Members and Station Employees
• Take regular breaks
• Create Shifts
• Support each other (Create a “buddy system”)
• Debrief daily
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
64. Group Task
Group A
Modalities of Interaction with major carrier at an airport at the time of
emergency
Group B
How to jointly manage 300 plus victims at different places like
hospitals, lounges etc.
Group C
Humanitarian Assistance – Do’s & Dont’s
