pia erp june 2010
DESCRIPTION
PIA ERP - OrientationTRANSCRIPT
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Emergency Response Planning (ERP)
Emergency Response PlanningEmergency Response Planning
strengthening thestrengthening the
resilienceresilience
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Emergency Response Planning (ERP)
Aircraft safety is continuing to improve mainly due to the superior reliability of modern
advanced technology and regulatory checks
Air travel has become safer than crossing a road
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Emergency Response Planning (ERP)
No airline is ever immune to anNo airline is ever immune to an
A c c i d e n tA c c i d e n t
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Emergency Response Planning (ERP)
Helps effective management of major accidents
Ensure timely humanitarian assistance to
victim passengers & families
Facilitates to maintain corporate image
Regulatory Requirement
& Supports Certification
Family Assistance Act
NTSB Requirement
It is an Insurance plan
Why PIA has given due importance to
Emergency Response Planning
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Emergency Response Planning (ERP)
Like aviation industry, prevention of accidents is a matter of prime importance in all responsible industrial concerns but accidents do happen there also for one reason or the other
There were many occasions when besides harming the employees; industrial disasters have led to major sufferings to the customers and near-by community as well
Industrial Disasters & Humanitarian Assistance
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Emergency Response Planning (ERP)
Industrial Disasters & Family Assistance
In such cases besides direct victims, their family members also pass through psychotrauma and need very special care
Here, presenting, airline model of Emergency Response Planning (ERP), we will discuss the ways and means that could help in effectively supporting the victims and their family members in grief, hostility, anger, frustration, and shock caused by other industrial disasters
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Emergency Response Planning (ERP)
Managing Director
General Manager
Dy. General Manager
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Emergency Response Planning (ERP)
““With a good, proven response plan, the airline has an excellent With a good, proven response plan, the airline has an excellent chance to negate many of the negative aspects of the event”chance to negate many of the negative aspects of the event”
Emergency Response
Manual
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Emergency Response Planning (ERP)
Station
Emergency
Plans
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Emergency Response Planning (ERP)
Station Team
Emergency Response Mechanism
Field Team
ERC Team
FAST Volunteers
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Emergency Response Planning (ERP)
Emergency Response Centre (ERC)
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Emergency Response Planning (ERP)
Emergency Call Centre (ECC)
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Emergency Response Planning (ERP)
Media Response Centre (MRC)
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Emergency Response Planning (ERP)
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Emergency Response Planning (ERP)
Alarm & MobilizationAlarm & Mobilization
• SMS Initiated y Situation Room through Contact Centre
• Phone Calls through Telephone Exchange
• Notification Tree
• Call Home Scheme
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Emergency Response Planning (ERP)
Emergency Response Section
• Deputy General Manager • Manager Family Assistance• Assistant Manager Family Assistance• Senior ERP Officer• ERP Officer
IATA Airline Emergency Planning & Response Management Course
IATA ERP Task Force Meetings
ASC Canada (Family Assistance Courses)
PIA In-house Courses
Emirates Incident Command Centre Course at DubaiEmirates Emergency Call Centre Exercise
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Emergency Response Planning (ERP)
• 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
3800 employees have attended the ERP Trainings so far
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Emergency Response Planning (ERP)
Training & Awareness Materials -- Pamphlets, Banners, Booklets
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Emergency Response Planning (ERP)
Passenger Record & Family Information System
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Emergency Response Planning (ERP)
Use of Emirates Emergency Call Centre
• Activation in case of a major aircraft accident
• Manifest is sent to EK ECC who generates PRCs
• EK ECC is updated on Passengers conditions
• EK ECC number is announced with Toll Free Numbers
• Passenger Queries are diverted to EK ECC
• PIA has the access to EK Incident Management Software / Application
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Emergency Response Planning (ERP)
• PK-EK Mutual Support & Cooperation Agreement(Karachi, Islamabad, Lahore, Peshawar& Dubai, Sharjah, Al-Ain & Muscat)
• Use of EK-Emergency Call Centre
Agreements on Emergency Response
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Emergency Response Planning (ERP)
Besides other external City Emergency Services, PIA Engineering, Traffic, TGS, Fire, Medical Services & FAST Volunteers also took
part in the rescue training operations
Aircraft Accident Exercise at Karachi
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Emergency Response Planning (ERP)
Survivors Reception Centre, Crew Reception Centre, Relatives & Visitors Centre and Reunion Areas activated at Hajj Terminal
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Emergency Response Planning (ERP)
Management commitment and emphasis on developing ERC Facilities, ERP Manual, Trainings and Field Exercises enabled PIA to deliver an efficient and well organized response to this tragic accident. Various teams such as ERC Team, Go Team and Family Assistance Team came into action within the prescribed time limits at three stations i.e. KHI, LHE & LYP
Multan Fokker Crash
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Emergency Response Planning (ERP)
NTSB – Joint Family Support Operations Center
National DisasterMortuary Team
D-Mort
NTSB / AirlineControl
American Red CrossARC
Dept. of JusticeDOJ
Dept. of StateDOS
Dept. of DefenseDOD
Fed. Emergency Mngt. AgencyFEMA
Airline
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Emergency Response Planning (ERP)
HumanitarianHumanitarian
AssistanceAssistance
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Emergency Response Planning (ERP)
FASTFamily Assistance Support Team
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Emergency Response Planning (ERP)
Humanitarian Support at
• Accident Site• Hospitals• Hotels• Passenger Information or Special Assistance Center• Family Support Centers• Family’s Residence• While Traveling
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Emergency Response Planning (ERP)
Provision of Information to
• The General Public• The Family of Victims• Meeters and Relatives at the Site• Injured Persons at the Hospitals
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Emergency Response Planning (ERP)
• Meeting the Family or Victims at their Home• Serve as a liaison• Provide Professional Counseling• Escort Members of the Family• Provide Immediate Financial Support
Humanitarian SupportHumanitarian Support
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Emergency Response Planning (ERP)
• Respect for Values, Beliefs and Culture• Respect the Wishes of the Family• Confidentiality• Return of Personal Belongings (Condition and Time)
Humanitarian SupportHumanitarian Support
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Emergency Response Planning (ERP)
• Transportation of Remains• Support in Identification of Deceased• Memorials: Respect the Wishes of the Families• Annual Remembrance Service
Humanitarian SupportHumanitarian Support
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Emergency Response Planning (ERP)
Support to Families can be given in several way….Providing Information About
• Confirm if the person is a victim• Victim’s Condition• Victim’s Location• When to Return Home• Next Step
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Emergency Response Planning (ERP)
Tangible Support:
• Transportation
• Food and Drink
• Clothing
• Monetary
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Emergency Response Planning (ERP)
Emotional Support
• Listening
• Providing First Hand and Credible Information
• Consoling
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Emergency Response Planning (ERP) Problem Solving with People in Trauma:
Emotions First, Problems SecondEmotions First, Problems Second
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Emergency Response Planning (ERP)
Where do emotions come from?
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Emergency Response Planning (ERP)
The Science Behind Emotions
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Emergency Response Planning (ERP)
The Science Behind Emotional Intelligence
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Emergency Response Planning (ERP)Law of Hardwiring
________comes before __________.
We ____ before we _____.
Emotion thought
thinkfeel
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Emergency Response Planning (ERP)An Emotional Hijack Results in…
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Emergency Response Planning (ERP)
The chemical curve
PEAKSSlows down
Take O
ff Cool Down
Rational Behavior
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Emergency Response Planning (ERP)
Don’t
Judge !
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Emergency Response Planning (ERP)
Traumatic Stress
Symptoms are the normal reactions of normal people in a highly abnormal situation.
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Emergency Response Planning (ERP)
Who gets hurt?
• Survivors• Next-of-Kin• Special Assistance Team Members• The Company• The Community
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Emergency Response Planning (ERP)
• Cognitive : Thoughts
• Emotive : Feelings
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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.
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Emergency Response Planning (ERP)
How would you differentiate empathy from sympathy?
• Empathy is feeling for someone. Sympathy is feeling sorry for somebody
• Sympathy is having pity for someone. Empathy means caring without getting your own emotions tied up in what the other person is feeling.
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Emergency Response Planning (ERP)
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Questions, please……..
Any comments?
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Emergency Response Planning (ERP)
Thank You