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NASSAU FLIGHT SERVICES
Training Department
OPERATIONS
DEPARTMENT
WHAT DOESTHE
OPERATIONS
DEPARTMENTDO?
The Operations department acts as the
central nervous system from which all
information flows. It interacts and
works in tandem with all internal and
external stakeholders and agencies to
ensure that aircraft and other related
traffic are handled in the most safe and
efficient manner
DUTIES AND
RESPONSIBILITIES
Early Shift
Information Logging
Radio Communications
Email Communications
Telephone Etiquette
ActiveFlights
Flight Management
DUTIES AND
RESPONSIBILITIES
Technical Stops
Delayed Procedures
Medical Emergency Response
Click-to-Clear
Closing System
Early Shift
Preperation
The early shift operations agent is responsible for the
setup of the department for the day’s operation which
includes the preparation and completion of documents
such as the General Declaration form (GenDec),
Passenger Manifests, and other related documents that
are essential to the handling of the day’s flight
operations.
Early Shift
Preperation
Agents working the early shift must ensure the following are
completed:
1.Check company e-mail for any requests for services or
messages related to the day’s operation
2. Print and distribute NAD gate and belt assignment sheet to the
Duty Manager, Ramp Supervisor and Coordinators as needed
3. Prepare and disseminate all gendecs as required (print both inbound and
outbound gendec with active crew names for the required flight
Early Shift
Preperation
4. Review previous evening's FindNet status. Ensure that you
confirm that all information has been accurately posted. If the
system has not been closed, you may close it after updating
any missing information. E.g. missing delays or flight times
5. Prepare flight paperwork for early flights. This includes printing
flight paperwork package, filing the flight plan with ATC, & giving
the paperwork to the ramp ops agent/supervisor
6. Log information for arrival and departing flights
Information
Logging Operation agents are required to log all
activities in both the provided log books and
the FiNDnet Flight Management System.
It should be accurate and up to date in the
event that information is needed to:
• give details for an event summary
request or report
• determine the root cause of a delay for
coding purposes.
Information
Logging
Follow the below procedures to ensure all relevant
information is captured during your shift:
1.Log outstanding ATC activity such as
flow/saturation control procedures, runways
closures, etc.
2.Log weather-related events especially lightning and
extreme weather events. Instructions must be given
to the ramp to suspend operations during extreme
weather events. If lightning is detected within 3
miles of the field, all ramp operations MUST cease.
• Log advisories that are given by ramp ops,
supervisors or managers
• Log primary and secondary delay minutes as well as
the reason for the delay.
Communications
Radio
Communications
Radiocommunicationswhether
Air-to-groundorinternalvia
companyissued handsets isto
always beclear andprofessional
usingonlyindustrystandard jargon
andphonetics
Radio
Communications
Air-to-Ground communication is facilitated by
the Air-to-Ground radio, frequency 129.80MHZ,
which is kept in the operations department. Air-
to-Ground communications have priority over
all other communications, especially during
emergency situations
1.Communication between Ops agents and the aircraft flight
deck must always be clear and professional using only
industry standard jargon and phonetics
2.Some clients require that Air-to-Ground communications
are logged on a per-flight basis to have accurate
communication logs in the event of an incident or
accident. These are audit items and must be kept up-to-
date
Radio
Communications
Internal Radio Communications are facilitated
via company VHF radios and are essential to our
daily above and below wing operations in the
time sensitive environment in which we operate.
Communications above and below wing should always
be respectful, clear, and professional using only standard
jargon and phonetics.
There must be no profanity.
Email
Communications
Email Communication is essential to the
operation as it facilitates correspondence
such as movement messages, charter
requests and other internal & external
communications
Email
Communications
1.Operations agents must ensure that email communications
are monitored and responded to in a timely manner during
their shifts
2.Ops agents must ensure emails are prioritized and all need-
to-know persons are copied in as a matter of priority
3.All Caps should never be used when communicating via
email
4.Always exercise the highest level of courtesy when
addressing clients (E.g. Dear Mr. Smith, Ms. Knowles)
5.Use discretion before replying to an email. Not all persons
included in the initial email may need to be privy to your
responses
6.Use common courtesy when signing off such as ‘Thank
you’, or ‘Best regards’
7.Be sure to include the standard operations signature when
ending your corrospondence.
Telephone
Communications
It is of the utmost importance to exercise
the highest degree of professionalism when
speaking with internal and external
customers on the phone.
Communication must always be respectful
and courteous.
Telephone
Communications
Use the following guidelines to ensure proper
telephone etiquette:
1.Speak Clearly
2.Always identify yourself when placing a call
3.Do not eat or drink while on the phone
4.Use your normal tone of voice
5.Do not use slang
6.Do not answer the phone on speakerphone
7.Listen to the caller before attempting to speak
8.Avoid long-winded messages
9.Ask the caller if it is okay to place them on hold
10.Tell the caller they are being transferred to a
different department before doing so
Agents are given full operational control during some
active flights requiring weight and balance calculations E.g.
Caribbean Airlines. Airlines such as United Airlines and
WestJet are subject to Central Load Planning (CLP).
Regardless of who has control of the load, the following
must be done for each flight:
Active Flights
1.Print required fuel information
2.Print flight plan
3.Print & give the ramp load sheet to the ramp ops agent
4.Complete all required departure procedures for the required airline.
Agents are to be proactive and ensure that flights are managed and
prioritized based on arrival and departure times. The goal is to always have a
safe operation while mitigating delays. Flight files must be completed at the
end of each flight’s departure with the following information:
Flight Management
1.Stamped cleared inbound and outbound general declarations
2.Inbound and outbound manifest
3.Movement messages
4.Ramp lead or Supervisor signed load sheets
5.bingo sheets
6.Delay information
7.Tech logs
8.Other related flight paperwork
9.A coversheet
Technical stops (Tech Stop) are stops required for
aircraft refuelling, paperwork processing and to
address technical issues or respond to emergencies
that occur inflight. Technical stops do not require
loading or unloading of traffic/commodities.
Technical Stops
Prior to receiving a Tech Stop, the operations department
is required to do the following:
Technical Stops
1.Communicate with client to confirm the arrival/departure date and scheduled arrival/departure times
2.Ascertain fuel authorizations from the client
3. Update FiNDNet Flight Management system with the relevant information
4. Inform all internal and external stakeholders (Duty managers, Ramp Supervisors, Coordinators, NAD,
Bahamas Customs, Bahamas Immigration)
Upon receiving an ETA, the line of reporting is as follows :
Duty Manager --- Ramp Supervisors -- Coordinators
A team must be dispatched to await the arrival of the flight once the ETA is known
Medical
Emergency
Response
A Medical Emergency can occur at any
moment and requires immediate action.
The danger is especially pronounced when
it occurs in the air.
The following steps are to be taken when
presented with a medical emergency:
Medical
Emergency
Response
Upon receiving a medical emergency call
from the aircraft, the following information is
to be ascertained:
• Airline, Flight number, registration
number
• Departure airport, original destination
• ETA
• Number of Passengers on board
• Number of sick passengers
• Age & gender of passengers in question
• Symptoms and medical history
Step 1
Medical
Emergency
Response
• Notify ATC
• Notify NAD
• Notify GM/DGM
• Call the nurse
• Notify Bahamas Customs
• Notify Bahamas Immigration
• Notify US CBP (only if pre-cleared)
Step 2
Medical
Emergency
Response
• Instruct NFS teams to hold off until
relevant authorities give the “all
clear” to approach the aircraft
• If the “all clear” is not given, instruct
the NFS team to await instructions
from CMO.
Step 3
Delayed
Flights/Coding
Flights can be delayed for multiple reasons.
It is the responsibility of the operations
department to ensure that delays are
accurately coded in a timely manner.
The following must be considered when determining the cause for delay:
1.Establish the turn time based on type of equipment i.e. Aircraft
2.Determine the root cause
3.Account for any delayed arrival minutes
4.Review with the relevant Station Manager and consult with a Duty Manager prior to
coding all delays with a secondary delay and a primary delay that is not a late arrival.
5.Update FiNDNet and the log book with the appropriate delay coded and attributed
minutes
Delayed
Flights/Coding
ClosingStation
At the end of the day, it is the late
operation agent’s responsibility close
the station from an operation stand
point
ClosingStation
Closing the station entails:
1.Ensuring all information has been updated i.e. log book,
delay, and FiNDNet information
2.Confirm all files have required documents for closure i.e
movement messages, stamped GenDecs, manifests
3.Update all Duty Managers/supervisors of any
outstanding issues
4.Email Duty Manager end of Shift evening report
ThePhonetic Alphabet
FiNDNet
ArrivalExample
SAT0658L SAT0702* GTEC40
REGN729JBPX0
FiNDNet
DepartureExample
SAT0747*SAT0806APX0
DelayExample
RMKDLOOO5/66-CREW
Flightaware
Flightaware
Flightaware
Click-to-Clear
Click-to-Clear
Click-to-Clear
Click-to-Clear
Click-to-Clear
Click-to-Clear
Click-to-Clear
Click-to-Clear
Click-to-Clear
Proceed To The Examination

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NFS- Operations Presentation - Recurrent

  • 1. NASSAU FLIGHT SERVICES Training Department OPERATIONS DEPARTMENT
  • 2. WHAT DOESTHE OPERATIONS DEPARTMENTDO? The Operations department acts as the central nervous system from which all information flows. It interacts and works in tandem with all internal and external stakeholders and agencies to ensure that aircraft and other related traffic are handled in the most safe and efficient manner
  • 3. DUTIES AND RESPONSIBILITIES Early Shift Information Logging Radio Communications Email Communications Telephone Etiquette ActiveFlights Flight Management
  • 4. DUTIES AND RESPONSIBILITIES Technical Stops Delayed Procedures Medical Emergency Response Click-to-Clear Closing System
  • 5. Early Shift Preperation The early shift operations agent is responsible for the setup of the department for the day’s operation which includes the preparation and completion of documents such as the General Declaration form (GenDec), Passenger Manifests, and other related documents that are essential to the handling of the day’s flight operations.
  • 6. Early Shift Preperation Agents working the early shift must ensure the following are completed: 1.Check company e-mail for any requests for services or messages related to the day’s operation 2. Print and distribute NAD gate and belt assignment sheet to the Duty Manager, Ramp Supervisor and Coordinators as needed 3. Prepare and disseminate all gendecs as required (print both inbound and outbound gendec with active crew names for the required flight
  • 7. Early Shift Preperation 4. Review previous evening's FindNet status. Ensure that you confirm that all information has been accurately posted. If the system has not been closed, you may close it after updating any missing information. E.g. missing delays or flight times 5. Prepare flight paperwork for early flights. This includes printing flight paperwork package, filing the flight plan with ATC, & giving the paperwork to the ramp ops agent/supervisor 6. Log information for arrival and departing flights
  • 8. Information Logging Operation agents are required to log all activities in both the provided log books and the FiNDnet Flight Management System. It should be accurate and up to date in the event that information is needed to: • give details for an event summary request or report • determine the root cause of a delay for coding purposes.
  • 9. Information Logging Follow the below procedures to ensure all relevant information is captured during your shift: 1.Log outstanding ATC activity such as flow/saturation control procedures, runways closures, etc. 2.Log weather-related events especially lightning and extreme weather events. Instructions must be given to the ramp to suspend operations during extreme weather events. If lightning is detected within 3 miles of the field, all ramp operations MUST cease. • Log advisories that are given by ramp ops, supervisors or managers • Log primary and secondary delay minutes as well as the reason for the delay.
  • 11. Radio Communications Radiocommunicationswhether Air-to-groundorinternalvia companyissued handsets isto always beclear andprofessional usingonlyindustrystandard jargon andphonetics
  • 12. Radio Communications Air-to-Ground communication is facilitated by the Air-to-Ground radio, frequency 129.80MHZ, which is kept in the operations department. Air- to-Ground communications have priority over all other communications, especially during emergency situations 1.Communication between Ops agents and the aircraft flight deck must always be clear and professional using only industry standard jargon and phonetics 2.Some clients require that Air-to-Ground communications are logged on a per-flight basis to have accurate communication logs in the event of an incident or accident. These are audit items and must be kept up-to- date
  • 13. Radio Communications Internal Radio Communications are facilitated via company VHF radios and are essential to our daily above and below wing operations in the time sensitive environment in which we operate. Communications above and below wing should always be respectful, clear, and professional using only standard jargon and phonetics. There must be no profanity.
  • 14. Email Communications Email Communication is essential to the operation as it facilitates correspondence such as movement messages, charter requests and other internal & external communications
  • 15. Email Communications 1.Operations agents must ensure that email communications are monitored and responded to in a timely manner during their shifts 2.Ops agents must ensure emails are prioritized and all need- to-know persons are copied in as a matter of priority 3.All Caps should never be used when communicating via email 4.Always exercise the highest level of courtesy when addressing clients (E.g. Dear Mr. Smith, Ms. Knowles) 5.Use discretion before replying to an email. Not all persons included in the initial email may need to be privy to your responses 6.Use common courtesy when signing off such as ‘Thank you’, or ‘Best regards’ 7.Be sure to include the standard operations signature when ending your corrospondence.
  • 16. Telephone Communications It is of the utmost importance to exercise the highest degree of professionalism when speaking with internal and external customers on the phone. Communication must always be respectful and courteous.
  • 17. Telephone Communications Use the following guidelines to ensure proper telephone etiquette: 1.Speak Clearly 2.Always identify yourself when placing a call 3.Do not eat or drink while on the phone 4.Use your normal tone of voice 5.Do not use slang 6.Do not answer the phone on speakerphone 7.Listen to the caller before attempting to speak 8.Avoid long-winded messages 9.Ask the caller if it is okay to place them on hold 10.Tell the caller they are being transferred to a different department before doing so
  • 18. Agents are given full operational control during some active flights requiring weight and balance calculations E.g. Caribbean Airlines. Airlines such as United Airlines and WestJet are subject to Central Load Planning (CLP). Regardless of who has control of the load, the following must be done for each flight: Active Flights 1.Print required fuel information 2.Print flight plan 3.Print & give the ramp load sheet to the ramp ops agent 4.Complete all required departure procedures for the required airline.
  • 19. Agents are to be proactive and ensure that flights are managed and prioritized based on arrival and departure times. The goal is to always have a safe operation while mitigating delays. Flight files must be completed at the end of each flight’s departure with the following information: Flight Management 1.Stamped cleared inbound and outbound general declarations 2.Inbound and outbound manifest 3.Movement messages 4.Ramp lead or Supervisor signed load sheets 5.bingo sheets 6.Delay information 7.Tech logs 8.Other related flight paperwork 9.A coversheet
  • 20. Technical stops (Tech Stop) are stops required for aircraft refuelling, paperwork processing and to address technical issues or respond to emergencies that occur inflight. Technical stops do not require loading or unloading of traffic/commodities. Technical Stops
  • 21. Prior to receiving a Tech Stop, the operations department is required to do the following: Technical Stops 1.Communicate with client to confirm the arrival/departure date and scheduled arrival/departure times 2.Ascertain fuel authorizations from the client 3. Update FiNDNet Flight Management system with the relevant information 4. Inform all internal and external stakeholders (Duty managers, Ramp Supervisors, Coordinators, NAD, Bahamas Customs, Bahamas Immigration) Upon receiving an ETA, the line of reporting is as follows : Duty Manager --- Ramp Supervisors -- Coordinators A team must be dispatched to await the arrival of the flight once the ETA is known
  • 22. Medical Emergency Response A Medical Emergency can occur at any moment and requires immediate action. The danger is especially pronounced when it occurs in the air. The following steps are to be taken when presented with a medical emergency:
  • 23. Medical Emergency Response Upon receiving a medical emergency call from the aircraft, the following information is to be ascertained: • Airline, Flight number, registration number • Departure airport, original destination • ETA • Number of Passengers on board • Number of sick passengers • Age & gender of passengers in question • Symptoms and medical history Step 1
  • 24. Medical Emergency Response • Notify ATC • Notify NAD • Notify GM/DGM • Call the nurse • Notify Bahamas Customs • Notify Bahamas Immigration • Notify US CBP (only if pre-cleared) Step 2
  • 25. Medical Emergency Response • Instruct NFS teams to hold off until relevant authorities give the “all clear” to approach the aircraft • If the “all clear” is not given, instruct the NFS team to await instructions from CMO. Step 3
  • 26. Delayed Flights/Coding Flights can be delayed for multiple reasons. It is the responsibility of the operations department to ensure that delays are accurately coded in a timely manner.
  • 27. The following must be considered when determining the cause for delay: 1.Establish the turn time based on type of equipment i.e. Aircraft 2.Determine the root cause 3.Account for any delayed arrival minutes 4.Review with the relevant Station Manager and consult with a Duty Manager prior to coding all delays with a secondary delay and a primary delay that is not a late arrival. 5.Update FiNDNet and the log book with the appropriate delay coded and attributed minutes Delayed Flights/Coding
  • 28. ClosingStation At the end of the day, it is the late operation agent’s responsibility close the station from an operation stand point
  • 29. ClosingStation Closing the station entails: 1.Ensuring all information has been updated i.e. log book, delay, and FiNDNet information 2.Confirm all files have required documents for closure i.e movement messages, stamped GenDecs, manifests 3.Update all Duty Managers/supervisors of any outstanding issues 4.Email Duty Manager end of Shift evening report
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  • 47. Proceed To The Examination