stations training guide - allegiant air · pdf filestations training guide ... summary of...

STATIONS TRAINING GUIDE

JAN 2017

Stations Training Guide

P a g e | 1 Sep 2016

Contents

Summary of Changes .......................................................................................................................................3

Allegiant Stations Trainers (HQ), Service Provider Corporate Trainers ...............................................4

Allegiant Stations Trainers (HQ) & Service Provider Corporate Trainer Qualification Process

(CSA/GOA/ACC)................................................................................................................................................4


(GSC) ...................................................................................................................................................................4

Service Provider Corporate Trainer Qualification Letter .........................................................................5

Service Provider Corporate Trainer Recurrent Requirements ................................................................5

Local Trainer Qualification Process ..............................................................................................................5

Local Trainer Recurrent Requirements ........................................................................................................5

OJT Mentors .......................................................................................................................................................6

Pushback Trainer Qualification Requirements ..........................................................................................6

Pipeline request and Employee Action Form (EAF G4 employees only) ...............................................7

Allegiant University ........................................................................................................................................ 12

New Hire Curriculum ..................................................................................................................................... 13

New Hire Curriculum and OJT Outlines ..................................................................................................... 13

Training Class Attendance Record .............................................................................................................. 14

On the Job Training ........................................................................................................................................ 15

Final Exams ...................................................................................................................................................... 16

New Station Openings ................................................................................................................................... 16

New Hire Process Flow .................................................................................................................................. 17

Training Records Compliance ...................................................................................................................... 18

AIS Training Site ............................................................................................................................................. 19

Ground Security Coordinator (GSC) Training ........................................................................................... 20

Operations Agent (Non-Dispatch Personnel) Weight & Balance Training ......................................... 20

Forms & Curriculum ....................................................................................................................................... 21

GOA OJT Outline ............................................................................................................................................. 26

GOA Classroom Curriculum .......................................................................................................................... 29

GOA Curriculum .............................................................................................................................................. 30

CSA OJT Outline .............................................................................................................................................. 34


P a g e | 2 Sep 2016

CSA Classroom Curriculum ........................................................................................................................... 36

CSA Curriculum ............................................................................................................................................... 37

Cross Utilized Agent (CUA) Classroom Curriculum ................................................................................. 38

CUA Curriculum ............................................................................................................................................... 39

General Manager, Base Manager, and Station Leader Curriculum ...................................................... 40

Aircraft Cleaner (RON & Detail Cleaning) Curriculum ............................................................................ 40

Fueler Curriculum ........................................................................................................................................... 41

Deice/Anti-ice Curriculum ............................................................................................................................ 41

Recurrent Training ......................................................................................................................................... 41


P a g e | 3 Sep 2016

Summary of Changes

Effected Page(s) Change Date of Change


P a g e | 4 Sep 2016

At Allegiant, our training philosophy is to provide station/contract personnel the training required to ensure adequate

knowledge to provide customer service to all customers, including scheduled or charter service. Station personnel will

comply with all aspects of Allegiant policies & procedures and regulatory agency requirements during the day to day

operation of the Station. Training is based on a balanced combination of theory and practical experience (on the job

training (OJT)). Training may be delivered by interactive Computer Based Training (CBT), instructor led training, and/or

instructor facilitated webinar. All or some of the training may be accomplished by Allegiant Stations Trainers, Service

Provider Corporate Trainers, Local Trainers, or Mentors.

Allegiant Stations Trainers (HQ), Service Provider Corporate Trainers

Allegiant Stations Trainers (HQ) / Service Provider Corporate Trainers deliver learning opportunities to Customer

Service, Ground Operations, and Aircraft Cabin Cleaner team members throughout the Allegiant system. Training may be

instructor led (classroom), practical on the job training (OJT) and/or computer based training (CBT) courses. Allegiant

Stations Trainers/Corporate Trainers are responsible for enhancing the team members’ knowledge and awareness of their

responsibilities. Trainers will be responsible for understanding the operation, the corporate policies, regulatory

requirements and functions of the team members they are instructing. Other responsibilities include, but are not limited

to:

Submitting class attendance records for all days taught, including OJT, to [email protected]

Submitting completed OJT Checklists for all agents in training (along with Baggage Loading Record (BLR)

for Ground Operations Agent (GOA) and Cross-Utilized Agent (CUA) Trainees)

Conducting Initial Ground Security Coordinator (GSC) training

Training and signing off Corporate & Local Trainers

Must complete annual recurrent in all areas of qualification

Allegiant Stations Trainers (HQ) & Service Provider Corporate Trainer Qualification Process (CSA/GOA/ACC)

Must have completed training, and be qualified as a CSA/GOA/ACC Agent

This will be verified by Allegiant University electronic training record (ETR)

Complete a curriculum review with Allegiant Stations Trainer prior to conducting CSA/GOA class Conduct at least 24 hours of classroom training being observed by an Allegiant Stations Trainer

Only after successfully completing the above items to the Allegiant Stations Trainer’s satisfaction will the Trainer get signed off as a Corporate Trainer or Allegiant Stations Trainer for Allegiant GOA/CSA/ACC training


(GSC)

Must have successfully completed initial Ground Security Coordinator training conducted by an Allegiant

Instructor

Observe at least one (1) class taught by an Allegiant Stations Instructor

Teach at least one (1) class within six (6) months of observation

Must be observed by an Allegiant Stations Instructor

Must conduct at least one (1) Allegiant initial GSC class each year and successfully complete recurrent GSC CBT

and final exam to remain current


P a g e | 5 Sep 2016

Service Provider Corporate Trainer Qualification Letter Trainer Observation Form will be utilized to record process of Service Provider qualification

A qualification letter will be created stating what topics the Corporate Trainer is certified to train

The qualification letter will be signed by the Allegiant Manager of Stations Training and Manager of Regulatory Compliance and Quality Assurance

Qualification will be entered into Allegiant University transcript

Service Provider Corporate Trainer Recurrent Requirements

Must complete annual recurrent trainer Computer Based Training (CBT) in November

Proficiency audit may be conducted by an Allegiant Stations Trainer during both classroom and live flights

Local Trainers

Local Trainers are any designated person at a Station who may, or may not, be the Station Leader. The Local Trainer is

responsible for delivering practical and on the job training (OJT) to Customer Service Agents, Ground Operations Agents,

and Aircraft Cabin Cleaners. Local Trainers monitor the ongoing training efforts as directed by Allegiant and/or the

Training Department. The Local Trainer is responsible for enhancing the team member’s knowledge and responsibilities in

order to comply with all aspects of Allegiant policies & procedures and regulatory agency requirements during the day to

day operation. The Local Trainer must remain current on all CBT training courses as well as Training and Procedure

Bulletins and satisfactorily complete Station Trainer Recurrent CBTs each November. Other responsibilities include, but

are not limited to:

Submitting class attendance records for all training events

Submitting completed OJT Checklists for all agents in training

Submit all classroom attendance records, OJT checklists and OJT attendance records to

[email protected] within 60 calendar days of hire date

Local Trainer Qualification Process

Must be qualified as a GOA and/or CSA

This will be verified by an Initial Training Record

Complete written assessment Written proficiency assessment completed in Allegiant University

Complete 1 day Local Trainer course conducted by Allegiant Stations Trainer or Service Provider Corporate

Trainer

Local Trainer Recurrent Requirements

Must complete annual recurrent trainer Computer Based Training (CBT) in November

Proficiency audit may be conducted by an Allegiant Stations Trainer during any training

mailto:[email protected]


P a g e | 6 Sep 2016

OJT Mentors OJT Mentors can be any qualified agent who will be conducting OJT with a trainee as determined by the Station Leader.

Mentors can conduct initial OJT with the exception of Lav Servicing, Pushback Operation, and Jet Bridge Operation, which

must be completed by a qualified Allegiant Stations Trainer, Service Provider Corporate Trainer, or Local Trainer. The

Trainee must first pass all applicable CBTs to the job function being trained before beginning OJT. The

Mentor is responsible to enhance the team member’s knowledge and responsibilities in order to comply with all aspects of

Allegiant policies & procedures and regulatory agency requirements during the day to day operation. Mentorship is meant

to be an observation period in which the Trainee is able to observe and perform job functions with a qualified agent. The

Mentor will assume all responsibility for safety and compliance with Allegiant Policies and Procedures while conducting

OJT. The Mentor must remain current on all CBT training courses, as well as, Training and Procedure Bulletins. Initial

qualification will be done by completion of the Stations Mentor CBT course. Mentors cannot be the final qualifier on

OJT checklists. This must be done by a qualified Allegiant Stations Trainer, Service Provider Corporate

Trainer, or Local Trainer.

Pushback Trainer Qualification Requirements

Must be a qualified Pushback Operator Must conduct two instructional pushes under the observation of a qualified Pushback Trainer who is also

an Allegiant Stations Trainer, Service Provider Corporate Trainer, or Local Trainer

Must complete annual recurrent trainer Computer Based Training (CBT) in November Proficiency audit may be conducted by an Allegiant Stations Trainer during live flights


P a g e | 7 Sep 2016

Pipeline request and Employee Action Form (EAF G4 employees only)

It is important to accurately record all employee events for those working Allegiant flights. Direct Allegiant employee

events are recorded through an Employee Action Form (EAF) and submitted in Pipeline. Service Provider employee

changes are submitted through Pipeline.

Once a new hire’s drug test results have been provided to the applicable company’s People Services (HR) and the agent

has accepted the position, the Station has one (1) business day to submit an EAF (Employee Action Form) to Allegiant

Corporate or enter the new hire into Pipeline.

The request is submitted via the Pipeline system by the Station Leader or Local Trainer. It is to be thoroughly completed

and submitted for new hires, status changes or terminations for all employees.

Station Leaders and/or Local Trainers must be trained on the Pipeline system in order to gain access and be granted

manager level permissions.

The EAF can be accessed on G4connect and is to be thoroughly completed and submitted for new hires, status changes

or terminations.

https://g4connect.allegiantair.com/online-eaf-main-page


P a g e | 8 Sep 2016

New Hire

CSA/GOA/CUA

• Once a new hire’s drug test results have been provided to the applicable company’s People Services (HR) and the agent has accepted the position, the Station has one (1) business day to submit a Pipeline request or EAF (Employee Action Form) for G4 employees

• Allow three business days for processing by Allegiant Stations Training

Training

• New hire will obtain UserID and Password via Pipeline process

• CBT curriculum for applicable job code will be loaded into the employee's University account

• CBTs/Assesments for each module must be completed in sequential order for employee to be enrolled in the next applicable module

• All University CBTs and OJT must be completed within 60 calendar days of Pipeline/EAF date. De-icers and Fuelers will have 30 days. Exceptions will be made at the discretion of the Manager of Stations Training in extenuating circumstances

Record

• All training records/qualifications (CBT or Instructor led) will be recorded in employee's Allegiant University transcript

• All training required for a position must be completed prior the employee performing the function without supervision


P a g e | 9 Sep 2016

Status Change

• Service Providers status change requests are submitted via the Pipeline process when an agent goes on a leave of absence, FMLA, Military leave, or other type of approved absence. G4 employee requests will still be submitted to People Service via an EAF. This is a temporary change only. This also applies to agents who relocate to another city and remain with the same service provider, or are promoted/demoted and remain with the same service provider

• Allow 3 business days for processing by Allegiant Stations Training

• The station Leader MUST submit an email to [email protected] to request re-instatement when the agent returns to work so all accounts can be reactivated and he/she can complete any refresher/recurrent training and maintain compliance. Re-activation is only possible after a return from leave. Once an agent has been terminated, he/she has to be entered as a new hire

Training

• Agents training requirements are determined by the amount of time they have been away from the job:

• 1 - 29 days = No training unless individual requests refresher

• 30-180 days = Annual Recurrent + Full initial OJT completion

• > 180 days = Initial Training conducted by CBT curriculum

Record

• Classroom rosters and OJT checklists must be sent into [email protected] within 30 calendar days of returning from leave

• All training records/qualifications (CBT or Instructor led) will be recorded in employee's Allegiant University transcript

PREVIOUS POSITION NEW POSITION ACTION TRAINING RECORDS

Allegiant Service Provider Submit Term EAF and

Submit New Hire Request.

Training records review

conducted by Allegiant. If trained by qualified G4 or

Service Provider trainer or

completion of New Hire Curriculum, records will

transfer. If no records or not trained by qualified

trainer or New Hire Curriculum, must complete

initial training.

Service Provider Service Provider Process Term via Pipeline. Submit New Hire Request.

Service Provider Allegiant Process Term via Pipeline and submit EAF (G4).

Initial training required if

previous job code is different.


P a g e | 10 Sep 2016

Employees who have separated from their company and are subsequently rehired will

need to complete initial training applicable to their job code. A new identity must be

created for the employee via Pipeline.

Term

• Service Provider Term Request must be submitted via Pipeline on the employees last day

• G4 Term EAF must be submitted to People Services

Training

• No training paperwork required to be submitted for terminated agents

Record

• Employeee will be deactivated in Pipeline, Allegiant University, and AIS

• Records will be retained in Allegiant University

NOTE


P a g e | 11 Sep 2016

Upon creation of the new identity in Pipeline, the employee will be auto-enrolled in the applicable curriculum as

determined by the employee’s job code. The Station Leader or Local Trainer will assist the new hire in accessing their

Pipeline, setting their password, establishing their authentication questions and processing their work item to activate

their Allegiant University and AIS accounts. Once the agent(s) have activated their university account they can begin their

university courses. Agents will be manually enrolled in the computer based training courses referred to as New Hire

Curriculum Modules. Allow three (3) business days for manual enrollments.

The courses within each module must be completed in order for the employee to be able to move onto the next module

of courses (Reference page 30 for GOA, page 37 for CSA and page 39 for CUA course outline).

A business day is defined as Monday-Friday and does not include weekends or Allegiant observed

holidays. For example: If a submission is made on Saturday, it will be processed no later than

Wednesday.

All training (CBTs, OJT and final exam(s)) must be completed within 60 calendar days.

All training steps applicable to a job code must be completed prior to the employee

performing any task related to job function.

NOTE

NOTE


P a g e | 12 Sep 2016

Allegiant University

The University is accessed through the following website: university.allegiantair.com/

Be sure the computer used has the most current java script software installed

Be sure the employee is using a PC not a MAC or mobile device (not all courses are mobile friendly)

to complete any Allegiant on-line courses Google Chrome and Mozilla Firefox are more reliable browsers than Internet Explorer

All University courses must be completed by the employee 60 calendar days after the agent’s

enrollment date.

NOTE

Percent complete

column in University


P a g e | 13 Sep 2016

New Hire Curriculum

New Hire Curriculum is the scenario based initial GOA/CSA/CUA training program for Allegiant and Service Provider

employees. New Hire Curriculum is broken down into modules of CBT’s. Employees will complete units of CBT’s based on

their job code. Unit activities must be passed with mastery. Once OJT is complete, OJT checklist and BLR (GOA and CUA)

will be submitted to Stations Training for review. The final exam will be loaded after OJT paperwork is reviewed and

accepted.

Employees should begin to complete New Hire Curriculum units as soon as they have been notified of their Allegiant

University access. Internet access is required to access Allegiant University. Google Chrome is the preferred internet

browser to access Allegiant University. New Hire Curriculum modules will not be fully accessible if Internet

Explorer or Safari are used as the internet browser.

Modules for each job function (CUA/CSA/GOA) are listed below.

New Hire Curriculum and OJT Outlines

The New Hire CBT Curriculum, OJT Training Outlines, and checklists can be found at the end of the Stations Training

Guide.

OJT checklists must be used to accurately record when OJT was conducted and what tasks were performed. All OJT

must be conducted under supervision of a qualified Mentor/Local Trainer. All training steps applicable to a job

code must be completed prior to the employee performing any task related to a job function.

OJT must be demonstrated to proficiency for each task the employee may have to perform and/or if the ground service

equipment exists at the station (i.e. processing of Law Enforcement Officers, Lavatory Servicing etc.).

Incomplete OJT checklists will be returned to the station for correction. Final exam will not be loaded until

OJT paperwork is complete and accurate.


P a g e | 14 Sep 2016

Training Class Attendance Record

The training class attendance record is used for any instructor led classroom training. The Training Class Attendance

Record can be accessed on G4connect.

G4connect->Allegiant Team->Stations->Stations Training->Stations Training Links->Forms

Agent(s) must print their name, include employee number or University User ID and sign their name on the form for each

day they are in class. The instructor/trainer must complete the top section of the form. This needs to be as detailed

as possible and account for all of instruction.

For example: Under Subject(s); note which PowerPoints/Subjects were completed.

Sample of complete Training Class Attendance Record:

Be Detailed

Ensure Agents Sign


P a g e | 15 Sep 2016

On the Job Training

Allegiant Station Trainers, Corporate Trainers, and Local Trainers are utilized for on the job training (OJT) final sign off.

Qualified agents can be designated as a “Mentor” by the Station Leader and can conduct OJT for new hires with the

exception of jet bridge operation, lavatory servicing, and pushback. On the job training is instruction given to an

individual in the work environment and includes oral and practical demonstration of specific tasks relative to the

qualification. They work directly with the trainee explaining, demonstrating, observing each designated task and recording

it on the appropriate OJT Checklist. Each new hire trainee must complete a minimum of two (2) iterations of each

task listed on the OJT checklist. Each task shall be completed before final check by a qualified trainer. The

Trainee must then be observed demonstrating each task until the Trainer has deemed the trainee competent and

proficient for each task.

The proper OJT checklist must be utilized for the appropriate qualification. The OJT checklist must be sent into Stations

Training at [email protected].

Example of completed OJT checklists:

The Mentor conducting OJT dates and initials the boxes next to the task(s) performed. The qualified Stations Trainer,

Corporate Trainer or Local Trainer will sign the OJT checklists once all OJT is complete.

OJT checklists must be used to accurately record when OJT was conducted and what tasks were performed. All OJT

must be conducted under supervision of a qualified Allegiant Stations Trainer, Service Provider Corporate

Trainer, Local Trainer, or Mentor. All training steps applicable to a job code must be completed prior to the employee

performing any task related to job function.



P a g e | 16 Sep 2016

OJT must be demonstrated to proficiency for each task the employee may have to perform and if the ground service

equipment exists at the station (i.e. processing of Law Enforcement Officers, lavatory servicing, etc).

Incomplete OJT checklists will be returned to the station for correction. Final exam will not be loaded until

OJT paperwork is complete and accurate.

Final Exams

The instructor/trainer will scan, fax or email all attendance rosters and OJT checklists to Allegiant Stations Training.

Allegiant Stations Training will confirm all new hire curriculum modules, quizzes and webinars have been completed and

OJT checklists and rosters have been received. If all portions of new hire curriculum are complete the employee will be

enrolled into the final exam applicable to their job code.

If Stations Training rejects roster and/or checklist the applicable training will be required to be completed before the final

exam is loaded into University account.

Training paperwork can be emailed to [email protected]. Training paperwork may also be faxed to

702-853-4605.

Agents must pass the final exam with a score of 90% or higher

The final exam is timed for two (2) hours once the employee logs into the final exam

If the employee logs out of University before submitting the exam, University will record an

incomplete exam and be deemed unsuccessful

Final exams must be proctored by the Station Leader, Local Trainer, Service Provider Corporate

Trainer or Allegiant Stations Trainer

Agents may not use training material or notes to complete the final exam

If the agent is unsuccessful in the final exam, he/she is allowed to attempt a retake final exam one (1) time only. If the

agent is unsuccessful in the retake exam with a score less than 90%, he/she is not eligible for any further attempts and is

not eligible for rehire to work the Allegiant contract. Contact Allegiant Stations Training to load the retake exam.

New Station Openings

At new stations, Instructor-led training may deviate from the above process by administering the final exam prior to all

OJT being completed. New stations will not have aircraft available in order to complete OJT prior to the “go live” flights.

The method in which training will be completed will be determined by the Manager of Stations Training on a case by case

basis.

Prior to go-live, a mock flight will be created in the AIS training site to provide newly trained agents the opportunity to

practice the check-in and boarding process. An acceptable boarding and check-in time will be required to be achieved

prior to OJT sign off.



P a g e | 17 Sep 2016

New Hire Process Flow

New Hire Request submitted. University user account

created. Courses loaded based on job code.

Employee completes all CBTs in the module and the module

assessment.

OJT can be completed in conjunction with modules.

Classroom attendance roster and OJT check lists sent to Allegiant Stations Training.

After review, the Allegiant Stations Training department will load the appropriate final

exam.

Employee is considered qualified when final exam is successfully completed. AIS and University will be updated with qualification for job code.


P a g e | 18 Sep 2016

Training Records Compliance

Stations Training records are reviewed on a bi-weekly basis with Stations Directors and Regional Managers. New

employees will be identified on the weekly training compliance report by job code of 9002 – Trainee Operations

(Onboarding report). CBT’s, the final exam, and Instructor led OJT must be completed within 60 calendar

days of date of hire. Monthly bulletin completion is also a part of the report (CBT completion report).

Regional Managers, Base Managers, and Station Leaders are sent the bi-weekly training compliance report with the final

update once the review meeting is concluded. The report should be used by the Regional Managers and Station Leaders

to manage employees training progress.

During the Station Training records monthly audit, Local Trainer(s) status will also be validated to determine if they are

an active employee within the station. The Station Leader and Regional Manager will be notified immediately if any

discrepancy or gap exists in a station, or if a station no longer has qualified Local Trainers.

All University new hire courses must be completed by the employee within 60 calendar

days of date of hire.

NOTE


P a g e | 19 Sep 2016

AIS Training Site

There is an AIS training site to use for CSA OJT.

Website: training.allegiantair.com.

The User ID is: Allegiant employee number or Pipeline ID

For example: 11000 (Allegiant) or XX1X (Pipeline ID)

The Password is the temporary password assigned by Allegiant IT. Temporary password will be sent to Station

Leader and employee (if personal email submitted on new hire request)

The training site password is case sensitive.

Please be sure that you are in the AIS training site when conducting OJT

NOTE


P a g e | 20 Sep 2016

Ground Security Coordinator (GSC) Training

In accordance with 49 CFR 1544.215(b), a Ground Security Coordinator (GSC) must be designated for every departing

flight. The GSC must be present at the airport while security measures for the departing flight are being carried out. GSC

training can only be administered by a qualified Allegiant Stations Trainer or Service Provider Corporate Trainer.

Initial Training

May be supplemented by use of home study media

Required 12 hours of Instructor led training

A passing score of 85% must be achieved to qualify as a GSC

A score of 84% or lower is a disqualifying score and the agent must repeat initial GSC training

Employees participating in GSC initial training must first be qualified as a CSA, CUA, GOA or Station

Leader

Recurrent Training

Recurrent GSC is completed via Allegiant University CBT

Recurrent GSC training is conducted in the month of March each year for Allegiant trained GSC’s

Recurrent GSC training is required to be completed by 31 March each year or the employee will lose their

GSC qualification and will need to repeat initial training

A passing score of 85% must be achieved to qualify

A score of 84% or lower is a disqualifying score and the agent must repeat initial training

Operations Agent (Non-Dispatch Personnel) Weight & Balance Training Agents assigned to perform Weight & Balance calculations in AIS will receive the following training:

Initial Training (Computer Based)

MD80 & 757 weight & balance CBT (STN033b) will be added to the student’s Allegiant University account

A passing score of 100% must be achieved to qualify as an Operations Agent

A score of less than 100% is a disqualifying score and the agent must repeat the assessment until receiving

a 100% score (validate to proficiency)

Recurrent MD80 & 757 weight & balance CBT will be required for completion each year during recurrent

training period in January and February

Agents assigned to perform Weight & Balance calculations in Aerodata will receive the following training:

Initial Training (Instructor Led)

The agent must attend an Instructor led Aerodata training module conducted by a qualified OCC Instructor

Stations Trainers are not qualified to conduct instructor led training for Aerodata weight & balance

All training qualifications will be retained in each employee’s Allegiant University Transcript.

All employees conducting Weight & Balance functions MUST have completed initial training for each fleet

type and complete recurrent training as required in order to be considered qualified.

NOTE


P a g e | 21 Sep 2016

Forms & Curriculum New Hire curriculum will provide an option to eliminate the need for instructor led initial GOA/CSA classroom training for

new employees. The OJT Checklist will continue to be required for On-the-Job (OJT) training. Any remedial training will

also be recorded on the Training Class Attendance Record.

Below are the forms to be used during all training classes. These forms can also be accessed on the G4Connect.

Training Class Attendance Record

Ground Operations OJT Checklist

Customer Service OJT Checklist

OJT must be done under the supervision of the Allegiant Station Trainer, SP

Corporate Trainer, qualified Local Trainer, or Mentor.

NOTE

This form is to be used for all

classroom (instructor led) training


P a g e | 22 Sep 2016


P a g e | 23 Sep 2016


P a g e | 24 Sep 2016


P a g e | 25 Sep 2016


P a g e | 26 Sep 2016

GOA OJT Outline

Each agent will demonstrate the following:

Hand Signals

• Agent is proficient in all hand signals Wing walking/Safety Observing (left & right)

Marshalling (Inbound/Outbound) Slow Down

Stop

Taxi Straight Ahead Left Turn/Right Turn

Engine Fire Brakes Set/release

Chocks In/Out Engine Start

Engine Stop

Assume Guidance Salute

Inter-Phone INOP Aft Ventral stairs Open/Close

Conditioned Air/Heat Connect/Disconnect

GPU Connect/Disconnect GSE Marshalling

Basic Ramp

• Agent is aware of Post-Arrival/Pre-Departure Walk-around Procedures

• Agent is aware of FOD walks/log • Agent is aware of DOT 14 CFR Part 382

• Agent is able to properly perform a 2-person lift for Aisle Chair Passengers • Agent is able to properly insert & remove chocks A/C

• Agent is aware of proper towbar & bypass pin attachment • Agent is able to properly open/close all cargo bins

• Agent is able to properly open/close Aft Ventral Stairs (MD80)

• Agent is able to properly connect/disconnect GPU • Agent is able to properly connect/disconnect Inter-Phone

• Agent is able to properly connect/disconnect Pneumatic Air • Agent is able to properly connect/disconnect Conditioned Air/Heat

• Agent is able to properly service Potable Water

PPE Sanitize Potable water cart

• Agent is able to properly service FWD & AFT Lavatories PPE

Lav truck/cart operation Drain, Flush & Fill

Number of gallons used to service

Proper procedures on an INOP Lav Dumping & Refilling Lav truck/cart

Baggage Handling

• Agent is able to load/offload baggage and operate cargo doors for specific aircraft

• Agent is able to load/offload baggage from baggage carts • Agent is able to operate the Baggage Claim carousel system

• Agent is aware of required 2 inch gap for the aircraft Fire Suppression System


P a g e | 27 Sep 2016

• Agent is aware of loading procedures for all Allegiant aircraft types

• Agent is able to properly complete a BLR* and send in with OJT checklist • Agent is able to properly position beltloader at cargo bins

• Agent is aware of baggage tag polices Documentation of Heavy bags

Gate Check baggage (FWD cargo bin for MD80, AFT for Airbus)

Every item MUST have a proper tag attached to it

GOA OJT Outline

Ground Servicing Equipment • Agent is able to properly operate, chock & position GSE

Baggage Tug Lavatory truck/cart

Potable Water truck/cart

BeltLoader positioning (drivable/Walk behind) Pushback Tractor

Ground Power Unit Conditioned Air/Heat Cart or Hose

Pneumatic Air Baggage Carts

Jetbridge/ADA Ramp

Aircraft Cleaning

• Agent is aware of the cleaning processes for the following: Seat back pockets (removal/restocking)

Tray tables Windows

Walls PSU (overhead passenger service unit)

Seat cushions

Overhead bins Lavatory

Galley Floors

• Agent is familiar with RON Cleaning Checklist C600

• Agent is familiar with Ultra Cleaning Checklist • Agent is aware of the proper PPE that is required

• Pushback/ Towing

• Agent is aware of all safety concerns (emergency stops, towbar failure, excessive speed, overturning)

• Agent is aware of wingwalker’s/Safety Observer’s positions & duties

• Agent is aware of proper walk-around requirements

• Agent is aware of proper communication to the Flight Deck

• Agent is aware of chock removal procedures

• Agent is aware of Max Tow Angle line

• Agent is aware of "Pushing Tips"

• Agent is aware of Pushback Danger Zone

• Do not "snake" or over-correct steering

• Ease to a stop and do not break in a turn (unless it is an emergency)

• Always be aware of wingwalkers and Safety Observers

• Always be aware of surroundings and potential hazards


P a g e | 28 Sep 2016

GOA OJT Outline

Safety

• Agent is aware of required GSE inspections

• Agent is aware of required brake checks • Agent is aware of when a GSE marshaller is required

• Agent is aware of all Safety Zones & their requirements Aircraft Clearance Zone

Aircraft Buffer Zone

Engine Ingestion Zone Engine Exhaust Zone

Pushback Danger Zone

• Agent is aware of all required PPE Safety Vest

Hearing Protection

Face Shield - Lavatory Servicing Gloves - Lavatory Servicing

Apron - Lavatory Servicing If applicable:

Knee pads

Safety-toed Shoes

AIS - If applicable • Agent is proficient in Flight Following

• Agent is able to close out an inbound flight

• Agent is able to close out an outbound flight • Agent is able to select/split a delay code

• Agent is aware of STN Comments, DLY Comments and CSR Comments • Agent is able to enter in Fuel Information properly

• Agent is able to enter in Gate information

Baggage Claims - If applicable

• Agent is able to complete all Baggage Claim Forms Delayed Baggage Template

Damaged/Missing Property Template Damaged Baggage Template

Damaged Assistive Devices Template

• Agent is able to access the Delayed Baggage Form email via G4Connect • Agent is aware of Allegiant's Liability Limitations

• Agent is aware of all BSO & SBS responsibilities • Agent is aware of Consequential Expense policies

• Agent is aware of Chargerback

References

• Agent is able to access G4Connect

Pubweb AOSSP via Station Leader

SOM

* All Baggage Loading Records that are completed during OJT must be sent in with the GOA OJT Checklist and

attendance roster to [email protected] in order for final exam to be loaded into University account.


P a g e | 29 Sep 2016

GOA Classroom Curriculum

Instructor Led Training (PowerPoint)

MD80 Introduction

Ramp Safety and Hand Signals

Personal Protective Equipment (PPE) Ground Service Equipment (GSE)

MD80 Servicing Baggage Handling

Arrival and Departure Procedures

Aircraft Security Search ADA Ramp

Dept. of Transportation Air Carrier Access Act Part 382 & Complaint Resolution Official Bomb and Security

MedLink Orientation Fire Safety

757 Familiarization (if applicable)

757 Servicing (if applicable) Airbus Familiarization

Airbus Servicing


P a g e | 30 Sep 2016

GOA Curriculum

1 - Safety and Aircraft Families - CUA/CSA/GOA (STN-NH_Mod1) Course ID

Welcome to Allegiant STN076

G4 Dangerous Goods (HAZ003e) HAZ003f

Human Factors (SAF007c) SAF007d

Personal Protective Equipment (SAF010a) SAF010b

MD-80 Familiarization STN077

Airbus Familiarization STN079

757 Familiarization STIN078

Intro to ADA Ramp STN086

Intro to Jetbridge STN102

ACAA/Part 382 STN003h

Safety and Aircraft Families Quiz STN116

Safety and Aircraft Families Webinar STN080

2 - Ramp and Aircraft Servicing Procedures - CUA/GOA (STN-NH_Mod2)

Ramp Safety STN081

Hand Signals STN105

Ground Service Equipment STN082

Aircraft Differences STN129

MD-80 Servicing STN106

Airbus Servicing STN108

757 Servicing STN107

Baggage Handling STN083

Arrival and Departure Procedures STN084

Aircraft Security Search STN002g

Aircraft Cleaning STN085

Ramp and Aircraft Servicing Procedures Quiz STN118

Ramp and Aircraft Servicing Webinar STN087

OSHA CBT Courses (Allegiant employees only)

Fire Safety Bloodborne Pathogens

Hazardous Communication

Hearing Conservation Heat Stress


P a g e | 31 Sep 2016


P a g e | 32 Sep 2016


P a g e | 33 Sep 2016


P a g e | 34 Sep 2016

CSA OJT Outline

Each agent will demonstrate the following:

Reservations*

• Agent is proficient in booking reservations 1-way

Round trip

Jumpseat (CASS) Customer of Size

Credit Card Payments Split Payment between 2 different cards, or a card and voucher

Voucher-how to look up a voucher and apply the voucher to pay for fees • Agent is aware of Trip Flex policies

• Agent is aware of baggage fees & regulations

• Agent is aware of how to charge the fees, and change them between the bags • Agent is aware of all optional fees

Seats Priority Boarding

Trip Flex

• Agent is able to advise passenger of all requirements for SSR codes • Agent is able to Padnote completed reservations

• Agent is aware of Allegiant Terms & Conditions and where to find them

Check-In

• Agent has full knowledge of SSR codes, including all necessary requirements (Seating Procedures, Additional Fees, Proper Documentation, Age Requirements, etc.) for the following:

POC Pet-in-Cabin

Service Animals Emotional Support Animals

UM

Customer of Size Lap Children

Minor travelling alone (age 15-17) Aisle Chair

Wheelchair

Multiple Request • Agent is able to add additional fees for:

Additional Checked Baggage Unpaid Carry-on Baggage

Overweight Baggage Oversized Baggage

Seat Selection

Pet in Cabin • Agent is able to process checked firearms

• Agent is able to process FAM, Armed Individuals, Jumpseats (CASS), FA Jumpseat • Agent is aware of all security procedures

Secure Flight

6 Boarding responses When to contact a GSC, who the GSC is


P a g e | 35 Sep 2016

CSA OJT Outline • Agent is aware of waitlist seniority procedures, when to issue a seat, and charge for any fees

• Agent is aware of Ticket Counter opening & closing times

• Agent is aware of Exit Row Requirements • Agent is able to properly tag all baggage

Heavy Tags Fragile Tags

Limited Liability Release Destination Tag

• Agent is able to enforce Carry-on baggage regulations & exceptions

• Agent is aware of BNF and its proper usage • Agent is able to properly issue a Gate Pass

• Agent is aware of Charter check-in procedures • Agent is able to restock all printers and boarding passes

• Agent is able to operate baggage belt system

• Agent is aware of DOT 14 CFR Part 382 regulations Gate

• Agent is able to operate cabin doors for each specific fleet (who is responsible to open/close the doors on arrival/departure)

• Agent is able to make boarding announcements (clearly & audibly) • Agent is in full understanding of the boarding process (Pre-Board, Priority, etc.)

• Agent is aware of DOT 14 CFR Part 382 regulations and when to call the CRO

• Agent is able to verify and scan boarding passes • Agent is aware of time keeping at the gate

• Agent is able to complete the Operations Worksheet & Passenger Count Form • Agent is aware of Gate Checked items

• Agent is able to enforce Carry-on baggage regulations

• Agent is aware of special requirements when boarding WC

AC (2-person lift) LEO

FAM

UM SV/AN

Waitlist Jumpseat

• Agent is aware of Irregular Operations procedures • Agent is aware of equipment change procedures

• Agent is aware of Denied Boarding procedures

• Agent is able to troubleshoot passenger count issues • Agent is able to reconcile the manifest

Passenger Count Matches Resolve Open Balances

Customer of Size (pad note so the seat is not given to a different passenger)

• Agent is able to operate the local Flight Information Display System (FIDS) • Agent is able to operate aircraft boarding door(s) for 757 & Airbus (if applicable)

AIS • Agent is proficient in Flight Following

• Agent is able to close out an inbound flight • Agent is able to close out an outbound flight

• Agent is able to select/split a delay code

• Agent is aware of STN Comments, DLY Comments and CSR Comments • Agent is able to enter in fuel information properly

• Agent is able to enter in gate information


P a g e | 36 Sep 2016

CSA OJT Outline

• Agent is aware of Itinerary Maintenance functions

• Agent is able to access all areas of the Master Itinerary

Baggage Claims

• Agent is able to complete all Baggage Claim Forms Delayed Baggage Template

Damaged/Missing Property Template Damaged Baggage Template

Damaged Assistive Device Template • Agent is able to access the Delayed Baggage Form email via G4Connect

• Agent is aware of Allegiant's Liability Limitations

• Agent is aware of all BSO & SBS responsibilities • Agent is aware of Consequential Expense policies

• Chargerback procedures

References

• Agent is able to access G4Connect

Pubweb AOSSP via Station Leader or qualified GSC

SOM

University AIS

Pipeline

* All CSA class attendance rosters and OJT checklists must be sent into [email protected] in order for

final exam to be loaded into University account.

CSA Classroom Curriculum

Instructor Led Curriculum (PowerPoints)

MD80 Introduction Introduction to AIS and Flight Following

Introduction to Reservations Customer Processing Security Training

Customer Service Special Handling

Dept. of Transportation Air Carrier Access Act Part 392 & Complaint Resolution Official Baggage Acceptance

Operations & Flight Closeout Baggage Service Office

Personal Protective Equipment (PPE) Bomb and Security

MedLink Orientation

Automated Downgauge and Denied Boarding Irregular Operations

Jetbridge Training 757 Familiarization (if applicable)

Airbus Familiarization (if applicable)


P a g e | 37 Sep 2016

CSA Curriculum 1 - Safety and Aircraft Families - CUA/CSA/GOA (STN-

NH_Mod1) Course ID













3 - Customer Processing and AIS - CUA/CSA (STN-NH_Mod3)

Customer Processing Security Training STN004g

AIS and Flight Following STN088

Reservations STN090

Customer Check In STN089

Customer Boarding STN110

Customer Security and AIS Quiz STN120

Customer Security and AIS Webinar STN091

4 - Customer Service and Baggage Handling - CUA/CSA (STN-NH_Mod4)

Customer Service Special Handling STN092

Customer Soft Skills STN059b

Baggage Acceptance STN093

Gate Procedures STN098

Irregular Operations STN099

Automated Downgauge and Denied Boarding STN100

BSO Training STN094

Medlink Orientation STN095

Customer and Baggage Handling Quiz STN122

Customer and Baggage Handling Webinar STN096

5 - Operations and Aircraft Security - CUA/CSA (STN-NH_Mod5)

Operations STN097

Operations Flight Closeout - Arrival and Departure STN101



Operations and Aircraft Security Quiz STN124

Operations and Aircraft Security Webinar STN103


P a g e | 38 Sep 2016


Fire Safety

Bloodborne Pathogens Hazardous Communication

Hearing Conservation Heat Stress

Cross Utilized Agent (CUA) Classroom Curriculum

Instructor Led Curriculum (PowerPoints)

MD80 Introduction

Ramp Safety and Hand Signals Ground Service Equipment (GSE)

MD80 Servicing Baggage Handling

Arrival and Departure Procedures

Aircraft Security Search Introduction to AIS and Flight Following

Introduction to Reservations Customer Processing Security Training

Customer Service Special Handling Dept. of Transportation Air Carrier Access Act Part 392 & Complaint Resolution Official

Baggage Acceptance

Operations & Flight Closeout Baggage Service Office

Personal Protective Equipment (PPE) Bomb and Security

MedLink Orientation

Automated Downgauge and Denied Boarding Irregular Operations

Jetbridge Training ADA Ramp

757 Familiarization (if applicable)

757 Servicing (if applicable) Airbus Familiarization (if applicable)

Airbus Servicing (if applicable)


P a g e | 39 Sep 2016

CUA Curriculum

1 - Safety and Aircraft Families - CUA/CSA/GOA (STN-NH_Mod1) Course ID













2 - Ramp and Aircraft Servicing Procedures - CUA/GOA (STN-NH_Mod2)

Ramp Safety STN081

Hand Signals STN105

Ground Service Equipment STN082

Aircraft Differences STN129

MD-80 Servicing STN106

Airbus Servicing STN108

757 Servicing STN107

Baggage Handling STN083

Arrival and Departure Procedures STN084



Ramp and Aircraft Servicing Procedures Quiz STN118

Ramp and Aircraft Servicing Webinar STN087

3 - Customer Processing and AIS - CUA/CSA (STN-NH_Mod3)

Customer Processing Security Training STN004g

AIS and Flight Following STN088

Reservations STN090

Customer Check In STN089

Customer Boarding STN110

Customer Security and AIS Quiz STN120

Customer Security and AIS Webinar STN091


P a g e | 40 Sep 2016

4 - Customer Service and Baggage Handling - CUA/CSA (STN-NH_Mod4)

Customer Service Special Handling STN092

Customer Soft Skills STN059b

Baggage Acceptance STN093

Gate Procedures STN098

Irregular Operations STN099

Automated Downgauge and Denied Boarding STN100

BSO Training STN094

Medlink Orientation STN095

Customer and Baggage Handling Quiz STN122

Customer and Baggage Handling Webinar STN096

5 - Operations and Aircraft Security - CUA/CSA (STN-NH_Mod5)

Operations STN097

Operations Flight Closeout - Arrival and Departure STN101



Operations and Aircraft Security Quiz STN124

Operations and Aircraft Security Webinar STN103


Fire Safety Bloodborne Pathogens

Hazardous Communication Hearing Conservation

Heat Stress

CUA New Hire curriculum is a combination of both GOA and CSA New Hire courses.

General Manager, Base Manager, and Station Leader Curriculum General Managers, Base Managers, and Station Leaders should have comprehensive knowledge of all aspects of Allegiant

station operations. In order to be knowledgeable in these aspects General Managers, Base Managers, and Station Leaders

should complete the Cross Utilized Agent (CUA) curriculum.

Aircraft Cleaner (RON & Detail Cleaning) Curriculum Employees who will clean Allegiant aircraft are required to complete the Allegiant cleaning curriculum. Employees are

required to complete the aircraft cleaning curriculum when Allegiant is notified of new cleaners and during recurrent months

of January and February. Aircraft cleaning training is conducted by computer based training (CBT) and on-the-job training

(OJT) provided by the station and documented.

NOTE


P a g e | 41 Sep 2016

Fueler Curriculum Employees who will fuel Allegiant aircraft are required to complete the Allegiant Fueling curriculum. Employees are required

to complete the fueling curriculum when Allegiant is notified of new fuelers and during recurrent in the month of April. All

fueling training is conducted by computer based training (CBT) and consists of general Fueling Safety Procedures and

fueling procedures for each fleet type at Allegiant. On-the-job (OJT) will be provided by the service provider and

documented.

Deice/Anti-ice Curriculum Employees who will deice/anti-ice or conduct deice/anti-ice inspections of Allegiant aircraft are required to complete the

Allegiant Deice/anti-ice training curriculum. Employees are required to complete the deicing/anti-icing curriculum when

Allegiant is notified of new deicers and during the recurrent month of September. All deicing/anti-icing training is conducted

by computer based training (CBT) and consists of four (4) modules. On-the-job (OJT) will be provided by the service

provider and documented.

NOTE: New employees will be enrolled into Pipeline – Identity and Access Management System by a manager, designated

trainer, or administrative personnel. Upon completion of the enrollment process, the new employee will gain immediate

access to their respective training courses in Allegiant University.

Recurrent Training The table below outlines recurrent training periods each year for Stations functions. Recurrent courses will be loaded into

Allegiant University prior to or on the first day of the recurrent period. Courses that will be loaded are dependent on the

employee’s job code. All recurrent training courses are to be completed in the recurrent training period. Employees who

do not complete recurrent training in their recurrent training period will be removed from their position until all recurrent

courses are complete.

Stations Employees (e.g. Station Leader, GOA,CSA,CUA, Aircraft Cleaners)

January & February

Ground Security Coordinator March

Fueling April

Deice/anti-ice September

Stations Trainer Recurrent November

stations training guide - allegiant air · pdf filestations training guide ... summary of...

Documents