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PIA's Commitment to Safety and Emergency Preparedness
- 1. Welcome
- 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
- 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
- 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
Notas del editor
- Narejo Human Resources - www.narejohr.com