Emergency Response More than just a Plan. Crisis-Advisors.com

Size: px

Start display at page:

Download "Emergency Response More than just a Plan. Crisis-Advisors.com"

Harold Manning
7 years ago
Views:

1 Emergency Response More than just a Plan

2 Jason Kelly Crisis Advisors President Based in Houston, Texas Emergency Response planning & training Training at your airline offices Emergency Response Drills / Exercises Gap analysis of existing ER plans & programs Accident / Emergency consulting Consulting and strategy based on experience and knowledge Onsite or by telephone GHS Aviation Strategic partnership

3 Jason Kelly ( ) Director of Emergency Management ( ) Continental Airlines Flight 1404 Continental Connection Flight 3407 Continental Airlines Flight 128

4 Paradox of Safer Air Travel Safer Air Travel Dramatic reduction in frequency of accidents SMS Programs, Crew Resource Management, Aircraft Reliability & Design Expectations of the Media, Passengers, Family members, and the public Airline staff have been trained and know what to do

5 Paradox of Safer Air Travel Paradox for airlines Few airline employees have actual aircraft accident experience Low probability It won t happen to us High impact event Can damage the airline brand Loss in public confidence» Damage stock price, result in rebranding, purchase by another airline, or bankruptcy No time for training / learning immediately after an accident

6 Building an Emergency Response Team Employees as volunteer ER team members The ER Manager cannot implement the ER Plan alone ER team members will implement the ER Plan With guidance from ER Manager Similar to building a new Division in your airline Key leadership positions Managers to support ER team members Enough ER team members to implement the ER Plan

7 Assessing your Emergency Response Program Do you have ER Organizational Charts? Listing each position Employee(s) assigned to each position? Or is your Team still a Pool or open group without assignment? Do ER Team Members know what their specific responsibilities are during an accident? Are your ER Team Leaders holding meetings with their ER Team 2 times each year? When was your last drill / exercise?

8 Assessing your Emergency Response Program Planning ratios Aircraft type Boeing 777 = 300 passengers & crew Airbus A320 = 150 passengers & crew 10 family members per fatality 300 passengers & crew = 3000 family members 150 passengers & crew = 1500 family members 1 to 2 Airline SAT members per passenger / crew member Boeing 777 = 300 to 600 SAT members Airbus A320 = 150 to 300 SAT members

9 Assessing your Emergency Response Program Airline Safety Investigation Team Go Team members identified by Aircraft type Engine type Understand ICAO Annex 13 Accident Investigation Have enough qualified Go Team members for each Working Group 8 Working Groups Other Parties to the investigation State of lead investigating agency Aircraft manufacturer Engine manufacturer Airport Authority Pilot group Flight Attendant group

10 Emergency Response Drills / Exercises Conducted 2 times each year Different scenarios Train multiple employees for each position / backfill Cross train employees Executive involvement Chance to learn the Emergency Response Plan Give the ER Manager guidance on changes Drill / Exercise debrief Identify problems / deficiencies / gaps in your ERP Assign action items for corrective action Continual improvement of the ERP and program

11 Role of the Emergency Response Manager Emergency Response Program Ensuring the airline is in a state of readiness Identifying deficiencies / gaps Reporting to senior management Drills / Exercises or during an accident Subject Matter Expert (SME) about Emergency Response Seated next to the Head of the Airline Command Center Guidance Emergency Response Policies Emergency Response Plan content Go Team Leader Family Assistance Center Leader

12 Emergency Response Plan Scenarios Turbulence injuries Survivors accident Fatality accident ERP Checklists Separate for each position Checklist items (not just an explanation) Emergency Response Policies How much will you pay survivors? Will you pay to have baggage cleaned and returned? Will you refund tickets

13 Emergency Response Plan ERP Sub-sections / plans Each department needs a section Do not wait for a department to create their own plan Create a template plan with checklists Let the department review and edit their section Test their section during Drills / Exercises Laws for different countries Emergency Response requirements

14 United States Foreign Air Carrier act of 1997 US Federal Family Assistance Plan for Aviation Disasters Responsibilities by agency / airline Operating Airline Oversight 32 Victim Support Tasks (VSTs) NTSB Transportation Disaster Assistance (TDA) Enforcement Referral to Department of Transportation Fine or Revocation of US Operating Certificate

15 US Federal Family Assistance Plan for Aviation Disasters Notify NTSB Immediately Provide NTSB reconciled copy of passenger & crew manifest Provide a reliable Toll free telephone number with staffing capacity Distribute Toll free telephone number to media Emphasize to media that family members will receive basic information and contacts for initial humanitarian support Ask media to emphasize accident flight number, origin, connection airports, and final destination Provide media with continuous updates about family notification

16 US Federal Family Assistance Plan for Aviation Disasters Modify Reservations on-hold music Provide timely notification to family members Provide notification to family members if airline will release passengers names to media Inform family members of assistance offered by Red Cross Secure facilities at Departure, Arrival, and Connecting airports for family Secure a Hotel to be used as the Family Assistance Center Include provisions in the hotel for a JFSOC

17 US Federal Family Assistance Plan for Aviation Disasters Provide travel for family members to the accident city Assist family members during their travel Provide a contact person to meet family members upon arrival Coordinate daily with family members who do not travel to the accident city Designate a company officer who will be the airline s representative to the NTSB onsite Establish a badging system for family members at the FAC Participate in daily coordination meetings onsite with NTSB Coordinate with DMORT onsite at FAC

18 US Federal Family Assistance Plan for Aviation Disasters Provide US Department of State with International Passenger information Coordinate with Red Cross onsite Coordinate recovery of passenger & crew Personal Effects Consult with family about an airline memorial & monument Provide same assistance for families of non-revenue passengers Coordinate broadcast of NTSB hearing at Origin, Destination, and accident city Coordinate with NTSB for an accident departing or arriving in the US, that has crashed outside of US territory Coordinate with FBI if accident is deemed a criminal or terrorist act

19 Family Assistance Laws in other countries Australia Brazil China European Union (EU) countries South Korea

20 Emergency Response Vendors Can provide Experience and knowledge Staffing Challenges Do not have a Go Team Aircraft May not arrive until day 2 or 3 May have much lower staffing numbers than you planned Airline Should have a Vendor Management Section in the ERP Should practice drills / exercises with Vendor

21 Emergency Response Metrics Measuring your Emergency Response Program Number of trained SAT members Initial & Recurrent training Number of SAT Team meetings held each year Number of Drills / Exercises each year Number of corrective action items implemented Reflection of similar size airlines ER Programs / Teams / Exercises

22 During an accident ER team members Set up new Division in new city Within 24 hours 300 ER team members ER Manager Not enough time to focus on a specific task Maintain the big picture of the ERP Ensure the emergency response is on track Delegate most functions to ER team leaders Serve as subject matter expert Assist executives with ER decision

23 Thank you

Island Air Service Family Assistance Plan (revision issued 7/26/2004)

Island Air Service Family Assistance Plan (revision issued 7/26/2004) Island Air Service, Inc. Family Assistance Plan I. INTRODUCTION Island Air Service, Inc. ( Island Air ) submits this document in accordance with the Aviation Disaster Family Assistance Act of 1996 (49