A training presentations for team members and volunteers

1. Welcome

2. Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety
Safety

3. Pakistan International Airlines pays its
utmost attention towards passenger care and
takes every step to make its operation safe and sound

4. Modern and advanced technology and regulatory checks have helped a lot
in achieving highest standards of safety

5. And air travel has become safer than crossing a road

6. Still, no airline is ever immune to an accident

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

11. Station
Emergency
Plans

12. Station Team
Emergency Response Mechanism
Field Team
ERC Team
FAST Volunteers

13. Emergency Response Centre (ERC)
(During Emergencies , CP CS&QA is the Emergency Director)

14. • Conference Call Set
• International Line
• NTC Lines
• 5 digit Intercoms
• Executive Intercom
• JTC Inter Com

15. Facilities at ERC for utilization as Command & Control Centre
Work Stations for all Stake Holders

16. Mobile Charging Unit

17. 5 Station Clock & Smart Board

18. Emergency Call Centre (ECC)

19. Media Response Centre (MRC)

20. Field Team Kits

21. Categories of Accidents
A
Full Activation
B
Partial Activation

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

26. Passenger Record & Family Information System

27. An agreement with
Kenyon International
Doc

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

31. 31
Emergency Response Planning
Bhoja Air Accident

32. Aircraft Recovery after Landing Gears Collapsed

33. 33
Training to OMV Oil Field Team

34. Family Assistance & Support Teams
F A S T

35. Psychotrauma
Normal reactions of normal people in a highly abnormal situation
- grief
- hostility
- anger
- frustration
- shock

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

41. Return of Personal Belongings (Condition and Time)
Humanitarian Support

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”

46. Tangible Support
Clothing
Monetary
Food & Drink
Transportation

47. Problem Solving with People in Trauma
Emotions First, Problems Second

48. Emotional Support
1. Listening
2. Providing First Hand and
Credible Information
3. Consoling

49. • Cognitive : Thoughts
• Emotive : Feelings

50. Don’t
Judge !

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

63. Stay out of
the Ditch!

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

65. Thank You