Developing Emergency Response and Family Assistance Plans

Transcription

1 Developing Emergency Response and Family Assistance Plans Megan Wolf, Chair, Air Charter Committee, Moderator Dave Hewitt, President, Hewitt and Company Don Chupp, President, Fireside Partners 1

2 Emergency Response Planning Why do you need an ERP? What should your ERP look like? How do you know your ERP will work? What should you do if something bad happens? Lessons learned from The Real World 2

3 Why Do You Need an ERP? This is aviation Need to have a plan and be proficient but never good at it Inject process and purpose into an otherwise chaotic and emotional situation Especially important to get through the first few hours after an event 3

4 What Should Your ERP Look Like? Should be your plan Off-the-shelf can be used but can you use it? It is guidance in time of great stress and emotion It s not a to do list but a do not forget list What everyone wants to know: What am I supposed to do when? 4

5 What Should Your ERP Look Like? Who s on your team? What are your internal vs. external resources? Decide in advance who is going to help with the response You may get more help than you want Key question: if you send your Director of Operations and Director of Maintenance on-site, who is minding the store? 5

6 What Should Your ERP Look Like? Sometimes the questions are complicated and the answers are simple Dr. Seuss Should be as simple as possible but not simplistic Can your people figure out what to do? Is it trainable? Focus on high-level process so flexibility remains 6

7 What Should Your ERP Look Like? The four big things [RAMP] Respond - not react Aid as needed Manage the response Prepare to assist investigation 7

8 What Should Your ERP Look Like? The four big things (#1) [RAMP] Respond (not react) Identification and confirmation of an event How do you do that? Do your people know what to do? What constitutes an emergency? When do you activate your ERP? 8

9 What Should Your ERP Look Like? The four big things (#2) [RAMP] Aid as needed Notification of family members Do you always know who is on the plane? Do you know who to contact? Assisting the family members Assisting your people Assisting yourself 9

10 What Should Your ERP Look Like? The four big things (#3) [RAMP] Manage the response Dealing with media (news/social/internet) What is your company s message? If you don t know, someone else will What about the rest of your business? Who is minding the store? 10

11 What Should Your ERP Look Like? The four big things (#4) [RAMP] Prepare to assist investigation Assisting the NTSB Dealing with the FAA Dealing with insurance carriers Dealing with lawyers 11

12 How Do You Know Your ERP Will Work? Some level of training for all employees that might be involved or answer the phone Regular exercises are important but how do you do that? Specific goals and scope for each exercise Frequency of exercises Call it like you see it 12

13 How Do You Know Your ERP Will Work? Make sure your plan is more better Keep you plan current This includes any rosters or contact information Don t get complicated Any intelligent fool can make things bigger and more complex... It takes a touch of genius - and a lot of courage to move in the opposite direction. Einstein 13

14 What Should You Do If Something Bad Happens? Confirm and control information Get ready to RAMP Use the talents of your team You hired smart people and you really need them now Real people are now involved in a real event 14

15 Lessons Learned From The Real World You call that information? Information will be wrong Don t get ahead of what you know Information will be on-line before you know it yourself Managing information on-site and at the office Control the environment, by force of necessary Keep it confidential folks 15

16 Lessons Learned From The Real World Activate the ERP, or not? Planning and training are different from doing Dealing with the in-betweeners Activation criteria How to handle survivors? (pax or crew) When is the event over? 16

17 Lessons Learned From The Real World Helping the investigation NTSB interaction is crucial Who are you dealing with? Role of on-site team Assisters not investigators 17

18 Summary Create an ERP Keep in simple Train your people Exercise it Do everything you can not to use it 18

19 Aviation Emergency Response Plans the Human Side Doing the right thing is good business

20 1. Notification 2. Family Assistance 3. Recovery, Identification, Return 4. Personal Effects 5. Post-event Emotional Response and Support

21 Don Chupp Dave Hewitt