Alaska Dispatch Study Workflows

1

Alaska Forestry Services (Region 10)Transportation Dispatch Center Study

Dispatch Center Workflow Analysis

2

Organization of Presentation MaterialDispatcher Priority Hierarchy by Forest

• Summary Content– Dispatcher

• Operations• Activity Models• Productivity Models• Activity Levels

– Tools Use Comparison– Safety Critical Metrics– High level Workflow Comparison

• Workflows Organized by Dispatcher Priority Hierarchy within National Forest– National Forest (Tongass, Chugach)

• Hierarchy of Dispatcher Priorities– Emergencies– Aircraft Operations (flights & floats)– Administrative (boats, personnel radio communications)– Customers in office– Paperwork

• Named workflow processes fall logically within the Dispatcher priorities hierarchy– Provides consistency with and alignment to existing Forestry Service training materials

3

Dispatcher Operations Tongass Hours of Operations and Available Sunlight by Season

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Tongass Hours of OperationField SeasonApr - Oct

M-F 7:00 am - 6:00 pm

7:00 - 9:00 am 3:00 - 5:30 pmPeak out Peak back

S,S 7:00 am - 5:00 pm


Off SeasonNov - Mar

M-F 7:00 am - 3:30 pm

7:30 - 9 am 1 - 2:30 pmPeak out Peak back

S,S oncall

Sunlight Hrs (Based on Sitka)

JanuaryFebruaryMarchAprilMayJuneJulyAugustSeptemberOctober

November

December

12:

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Fie

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4

Dispatcher Operations Chugach Hours of Operations and Available Sunlight by Season

12:

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AM

12:

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10:

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AM

10:

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AM

11:

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AM

11:

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AM

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PM

12:

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PM

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10:

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Chugach Hours of OperationField SeasonApr - Oct

M-F 7:00 am - 7:00 pm


S,S 7:00 am - 7:00 pm


Off SeasonNov - Mar

M-F Nov until Thanksgiving 8:00 am - 5:00 pm

Closed Thanksgiving to mid-March 8:00 - 9:00 am 2:00 - 4:30 pmPeak out Peak back

S,S Closed

Sunlight Hrs (Based on Anchorage)

JanuaryFebruaryMarchAprilMayJuneJulyAugustSeptemberOctober

November

December

12:

00

AM

12:

30

AM

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Fie

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5

Dispatcher Activity Timing Elapsed Time Per Activity

Emergencies

Manage Emergencies 5 mins - 2 days* 2Emergency Notifications 30 mins 2

Aircraft Operations(flights & floats)

Monitor Environmental Conditions ongoing 30 resourcesMonitor for Contract Compliance 30 mins 4

Dispatch 5 - 10 mins* 30Track Dispatched ongoing 20 - 25

Alert In-Transit & Deployed Personnel 5 - 10 mins* 30Recall In-Transit 5 - 10 mins* 30

Revise Existing Plan 5 mins 3 + ripple effectSchedule New Plan 30 mins 10

Equipment Procurement 10 mins 10Administrative(boats, personnel radio communications)

Overall Daily Operations ongoing NAOpen Dispatch Center 15 mins 1

Track Deployed Field Personnel 3 mins 20Fire Dispatch 1 - 8 hours* 6

Handoff to Another Dispatch Center 20 mins 1Close Dispatch Center 15 mins 1

Telephones

Phones 5 mins 2E-mail 5 mins 2

Sametime 10 mins 3Customers in Office

Revise Existing Plan 5 mins 1Schedule New Plan 5 mins 1

Paperwork

Contract Inspection 1 hour 1Rental Agreement Inspection 1 hour 1

Use & Payment Reporting Data Entry 1 hour 1

* - Depending upon situation type and severity

Time to execute per event

instances 1 person can manage concurrently

6

Dispatcher Productivity Activity Based Capacity and Productivity

• Typical dispatcher activity profile

• All standard and discretionary activity trumped by field events and emergencies

100%

90%

80%

70% Track deployed personnel Track deployed personnel

60%

50%

40% send return

30% Dispatch flight / float Track In Transit Dispatch flight / float

20% Monitor Field Conditions

10% Misc

6:30 AM 7:00 - 9:00 AM 9:00 AM - 3:00 PM 3:00 - 5:30 PM 6:00 PM

Open office Close office

Discretionary Time (Administrative Activities, Paperwork)

7

Dispatcher Productivity Tongass Activity Model

GS-8 GS-7100% 100%

Emergencies 1% 0%

Mange Emergencies 1% 0%Emergency Notifications 0% 0%

Aircraft Operations(flights & floats)

63% 60%Monitor Environmental Conditions 10% 15%

Monitor for Contract Compliance 5% 2%Dispatch 15% 15%

Track Dispatched 20% 20%Alert In-Transit & Deployed Personnel 0% 0%

Recall In-Transit 0% 0%Revise Existing Plan 5% 3%Schedule New Plan 6% 4%

Equipment Procurement 2% 1%Administrative(boats, personnel radio communications)

15% 10%Overall Daily Operations 7% 5%

Open Dispatch Center 1% 1%Track Deployed Field Personnel 1% 1%

Fire Dispatch 5% 2%Handoff to Another Dispatch Center 0% 0%

Close Dispatch Center 1% 1%Telephones

3% 6%

Phones 1% 2%E-mail 1% 2%

Sametime 1% 2%Customers in Office

Revise Existing Plan Schedule New Plan

Paperwork 18% 24%

Contract Inspection 6% 8%Rental Agreement Inspection 6% 8%

Use & Payment Reporting Data Entry 6% 8%

covered above in Aircraft Ops

8

Dispatcher Productivity Tongass Resource Levels

ResourcePlan

Actual11/20007

Planned06/2008

Planned12/2008

Ketchikan Full Time

Seasonal

Full Time 2 1 2

Seasonal 1 1

Petersburg Full TimeSeasonalFull Time 2 1 2Seasonal 1 1

Sitka Full Time 1 0

Seasonal

Full Time 2 1 2

Seasonal 1 1

GS-7

GS-8

GS-7

GS-8

GS-8

GS-7

9

Dispatcher Productivity Chugach Activity Model

GS-9 GS-8 GS-718/8 13/13 13/13

100% 100% 74%

Emergencies 4% 4% 4%Mange Emergencies 1% 1% 1%

Emergency Notifications 1% 1% 1%Recall In-Transit 1% 1% 1%

Alert In-Transit & Deployed Personnel 1% 1% 1%Aircraft Operations(flights & floats) 40% 40% 40%

Monitor Environmental Conditions 5% 5% 5%Monitor for Contract Compliance 5%

Dispatch 20% 20% 20%Track Dispatched

Revise Existing Plan 5% 5% 5%Schedule New Plan 5% 10% 10%

Equipment Procurement

Administrative(boats, personnel radio communications) 21% 36% 10%

Overall Daily Operations 10% 10% 5%Open Dispatch Center 5% 5% 10%

Track Deployed Field Personnel 5% 5% 10%Fire Dispatch 1% 6% 6%

Handoff to Another Dispatch Center 10%Close Dispatch Center

Telephones 25% 20% 20%Phones 15% 15% 15%E-mail 10% 5% 5%

Sametime

Customers in Office covered in the Aircraft OpsRevise Existing Plan Schedule New Plan

Paperwork 10% 0% 0%Contract Inspection

Rental Agreement Inspection Use & Payment Reporting Data Entry 10%

10

Dispatcher Productivity Chugach Resource Levels

ResourcePlan

Actual11/20007

Planned06/2008

Planned12/2008

Anchorage Full Time 1 0SeasonalFull TimeSeasonalFull Time 3 1 2 2SeasonalFull Time 1 1Seasonal

Cordova Full TimeSeasonalFull Time 3SeasonalFull Time 1 1 1Seasonal

GS-6

GS-7

GS-8

GS-9

GS-7

GS-8

GS-9

11

Dispatcher Activity LevelsBy Dispatch Center and Season

• Level of Activity by Center and Season

Based on 04/05 dataDispatch Event = 1 leg of a round trip, from dispatch to landing

Hours of Operation Hrs of SunAircraft Volume

Helicopter Volume

Boat Volume Hours of Operation Hrs of Sun

Aircraft Volume

Helicopter Volume

Boat Volume

Ketchikan2,738

Dispatch Events

750Dispatch Events

991Dispatch Events

660Dispatch Events

185Dispatch Events

122Dispatch Events

Petersburg1908

Dispatch Events

683Dispatch Events

962Dispatch Events

198Dispatch Events

21Dispatch Events

100Dispatch Events

Sitka2,225

Dispatch Events

688Dispatch Events

955Dispatch Events

345Dispatch Events

36Dispatch Events

104Dispatch Events

Ch

ug

ach

Anchorage

M-F 7am - 7pmSS 7am - 7pm

11 - 19.5 M-F 8 - 5 until 11/25Closed

6 - 13

Insufficient data Insufficient data

M-F 7am - 6pmSS 7am - 5pm

10 - 18M-F 7am - 3:30pm

SS oncall7.5 - 12

To

ng

ass

Winter (Off)Season November - March

Summer (Field) SeasonApril – October

12

Tools Use ComparisonDegree of Leverage

• Level of Use (High, Medium, Low) of Available Tools

Tools Tongass

(H-M-L)

Chugach

(H-M-L)

Paper flight strips H H

Paper logs and forms H H

Electronic (Chugach Statusboard) logs and forms - H

Analog radio H L

IP radio L H

Dispatch Messenger Service (DMS) web Email M-L L

Notes email L H

Automated Flight Following (AFF) M H

Resource Ordering & Status System (ROSS) M M

Sametime IM H L

Web resources H H

13

Safety Critical MetricsMeasures that Demonstrate Safety in Dispatcher Operations

• Emphasis is on “Safety First”, but what are the discrete measure that ensure and prove safety?

• But no clear safety or risk metrics are defined, measured, and tracked• Summary data provided in narrative form annually• Any metrics tracking would require electronic data capture• Potential Metrics

– # or % of miss-planned flights/floats by reason (indicating safety/risk levels)

– # or % incidents by reason (indicating safety/risk levels)

– # or % cancelled flights by reason (indicating safety/risk levels)

14

Overall Workflow Comparison

• Different centers performed roughly the same task, with different emphasis depending upon the level of activity (flight, float, field tracking)

• Activity tracking tools varied from – totally manual (pencil & paper) to

– partially automated (new workgroup application)

• Activity tracking tools dictated the level of visibility to and analysis of activity in each center – Paper based tools (flight strips, whiteboards, paper logs) inhibited information sharing, data

collection/analysis

– Simple electronic tools (worksheets, email, web pages) enabled information sharing between centers and providing basic data collection/analysis

– Advanced electronic tool (workgroup application) promoted information sharing between centers and enabled more advanced data collection/analysis

Workflow Activities Dispatcher Planning & Activity Logging Tools

Overall Generally the same across Dispatch Centers, different emphasis based on levels of activity

High Degree of Variation, ranged from paper to workgroup application

Tongass Emphasis on floats then flights then field Primarily paper logs and on-wall whiteboards

Chugach Emphasis on fire then field then flights then floats Emphasis on use of Statusboard, a new electronic workgroup based application with full flight/float/event tracking capability (paper, whiteboards backups remain in place)

Statusboard facilitates Anchorage to Cordova Center to Center handoff

15

Tongass(Ketchikan, Sitka, Petersburg)

Workflow Diagramsby Dispatcher Priority Hierarchy

16

• Emergencies– Manage Emergencies– Emergency Notifications

• Aircraft Operations (flights & floats)– Monitor Environmental Conditions– Monitor for Contract Compliance– Dispatch– Track Dispatched– Alert In-Transit & Deployed Personnel – Recall In-Transit– Revise Existing Plan– Schedule New Plan– Equipment Procurement

• Administrative (boats, personnel radio communications)– Overall Daily Operations– Open Dispatch Center– Track Deployed Field Personnel– Fire Dispatch– Handoff Operations to Another Dispatch Center– Close Dispatch Center

• Telephones– Phones– E-mail– Sametime

• Customers in office– Revise Existing Plan– Schedule New Plan

• Paperwork– Contract Inspection– Rental Agreement Inspection– Use & Payment Reporting Data Entry

TongassWorkflow Diagrams Outline

17


TongassEmergencies Workflow Diagrams

18

Tongass

Manage Emergencies

Monitor Environmental

Conditions Workflow


Conditions Workflow

EmergencyOccurs

False

True

HelicopterIncident or

Accident

False

True

AircraftIncident or

Accident

False

True

Manage Helicopter

Emergency Workflow

Manage Helicopter

Emergency Workflow

Manage Aircraft Emergency Workflow


BoatIncident orAccident

False

True Manage Boat Emergency Workflow

Manage Boat Emergency Workflow

HazardousMaterialsIncident

False

TrueManage

Hazardous Materials

Emergency Workflow

Manage Hazardous Materials

Emergency Workflow

TsunamiIncident

False

True Manage Tsunami Emergency Workflow

Manage Tsunami Emergency Workflow

FieldIncident or

Accident

False

True Manage Field Emergency Workflow

Manage Field Emergency Workflow

Determine Nature of

Emergency

Dispatcher

19

Tongass

Aircraft Emergency Notification

Aircraft Incident / Accident Occurs

Start Incident Log

Overdue AircraftBird StrikeLightning StrikeMaydaySmoke in CockpitMalfunctionAero Medical ProblemPilot/Passenger Unsafe AttitudeViolation Pilot Duty LimitationsViolation Fed Aviation RegulationsJettison or Loss of Cargo/EquipmentEngine MalfunctionNear Miss

Conduct Search & Rescue

As Directed Based on Circumstances

Incident / Accident

Concludes

False

True Monitor Environmental

Conditions Workflow


Conditions Workflow

Develop Immediate Plan

of Action

Notify as Needed-Other Dispatch CentersForest Aviation Officer (FAO)Flight Services/FAAAirport ManagerVendorField CampsOther AircraftVesselsCoast GuardTrooper/PoliceHospitalAmbulanceFire Department

Regional Aviation OfficerForest Supervisor and Forest EngineerDistrict RangerAdministrative OfficerContractor/Owner of AircraftLaw EnforcementContracting OfficerPAO (Public Affairs Officer)

Next of Kin (case of death)

Incident Log

Flight Strip

Complete Incident Log

Incident Log

SignificantEnough

For Incident Log

False

True

Dispatcher Forest Aviation Officer (FAO)

Dispatcher

20

Tongass

Helicopter Emergency Notification

Helicopter Incident / Accident Occurs

Start Incident Log

Overdue HelicopterBird StrikeLightning StrikeMaydaySmoke in CockpitMalfunctionMedical ProblemPilot/Passenger Unsafe AttitudeViolation Pilot Duty LimitationsViolation Fed Aviation RegulationsJettison or Loss of Cargo/EquipmentEngine MalfunctionNear Miss



Incident / Accident

Concludes

False


Conditions Workflow


Conditions Workflow


of Action

Incident Log

Flight Strip


Incident Log

SignificantEnough

For Incident Log

False

True





Dispatcher

21

Tongass

Boat Emergency Notification

Boat Incident / Accident Occurs

Start Incident

Log

Injured PersonOverdue/LostVehicle IncidentBoat Incident



Incident / Accident

Concludes

False


Conditions Workflow


Conditions Workflow

Develop Immediate

Plan of Action

Notify as Needed- District Ranger staffVesselsCoast GuardTrooper/PoliceHospitalAmbulanceFire DepartmentLaw Enforcement

Incident Log

Flight Strip


Incident Log

Search & RescueInitiated

False

TrueSignificant

EnoughFor

Incident Log

False

True

Dispatcher District RangerDistrict Safety Officer

Dispatcher

22

Tongass

Field Emergency Notification

Field Incident / Accident Occurs

Start Incident

Log




Incident / Accident

Concludes

False


Conditions Workflow


Conditions Workflow

Develop Immediate

Plan of Action

Incident Log


Incident Log


False

True



District Ranger or Staff Officer Have Authority to

Initiate S&R

SignificantEnough

For Incident Log

False

True

Dispatcher

23

Tongass

Hazardous Materials Emergency Notification

Hazardous Materials Spill

Reported

Start Incident Log

Incident / Accident

Concludes

False


Conditions Workflow


Conditions Workflow


of Action

Notify as Needed-Hazardous Materials CoordinatorAlt Hazardous Materials CoordinatorDistrict Safety OfficerDistrict RangerLaw Enforcement OfficerPatrol Captain

Incident Log


Incident Log

Track Progress & Log Activities


SignificantEnough

For Incident Log

False

True

Dispatcher

24

Tongass

Tsunami Emergency Notification

Tsunami Reported

Start Incident Log

TsunamiConcludes

False


Conditions Workflow


Conditions Workflow


of Action

Notify as Needed-CampsField CrewsBoatsAircraftIncident Log


Incident Log

Provide Information & Instructions

Aircraft Stay AirborneBoats to Deep WaterCamps to Remove Vehicles to High GroundTake survival equipment as time allows, radios, sleeping bags, shelter, food, water, clothing, first aid equipment, etc.Monitor Radio for Updates

SignificantEnough

For Incident Log

False

True

Dispatcher

25

• Aircraft Operations (flights & floats)– Monitor Environmental Conditions– Monitor for Contract Compliance– Dispatch– Track Dispatched– Alert In-Transit & Deployed Personnel– Recall In-Transit– Revise Existing Plan– Schedule New Plan– Equipment Procurement

TongassAircraft Operations Workflow Diagrams

26

Tongass

Monitor Environmental Conditions

Monitoring All Radio

Transmissions

Alert In-Transit & Dispatched Personnel Workflow


Periodically Checking Web

Resources

Dispatcher

Radio EquipmentIP Radio

Automated Flight Following (AFF)

Web Resources

ConditionsBecome

Unfavorable

False

True

Recall In-Transit Workflow


27

Tongass

Monitor Contract Compliance

Periodically Review Performance to

Contract Compliance Policies

Log and Report Compliance Issues

Dispatcher

Compliance IssuesExist

False

True Compliance IssuesExist

False

TrueAlert Contractor and

Remediate Compliance Issues

Contract Documents

Compliance Log

28

Tongass

Dispatch Aircraft

Validates Flight Plan

Contact Dispatch

and Confirm Mission

DispatcherAircraft Pilot

Dispatch Aircraft

Track Dispatched

Aircraft Workflow

Track Dispatched

Aircraft Workflow

Record Return

Add to Field

Personnel Tracking

Weather

Schedule for Future

Revise Plan

Details

Create Plan for

Immediate Use

Aircraft Flight Schedule

Aircraft Flight Plan

Flight Planin Order

False

True

Flight PlanExist

False

True

ResourcesAvailable

False

True

ConditionsMeet PolicyStandards

False

True PersonnelRemaining

In Field

False

TrueCheck Flight

Conditions

Monitor Weather for

Improvement

Weather DoesNot Improve

False

True

29

Tongass

Dispatch Helicopter


Contact Dispatch

and Confirm Mission

DispatcherHelicopter Pilot

Dispatch Helicopter

Track Dispatched Helicopter Workflow


Record Return

Add to Field

Personnel Tracking

Weather

Schedule for Future

Revise Plan

Details

Helicopter Flight Plan

Flight Planin Order

False

True

Flight PlanExist

False

True


False


In Field

False

TrueCheck Flight

Conditions

Helicopter Flight Schedule

HelicopterManager

Helicopter Manager or certified helicopter safetyresource must perform

preflight and go with theHelicopter

Monitor Weather for

Improvement


False

True

30

Tongass

Dispatch Boat

Validates Float Plan

Activate Float Plan

DispatcherBoat Pilot

Dispatch Float

Track Dispatched

Boat Workflow

Track Dispatched

Boat Workflow

Record Return

Add to Field

Personnel Tracking

Weather

Schedule for Future

Revise Plan

Details

Create Plan for

Immediate Use

Float Planin Order

False

True

Float PlanExist

False

True

ResourcesAvailable

False

True


False


In Field

False

TrueCheck Float

Conditions

Boat Float Plan

Boat Float Schedule

Monitor Weather for

Improvement


False

True

31

Tongass

Track Dispatched Aircraft

Dispatch Aircraft

Workflow

Dispatch Aircraft

Workflow

En-Route Aircraft

Checks-In Every 30 Minutes

Check-In15-30 Minutes

Overdue

False

TrueDispatcher Attempts

to Contact Flight

OR deviation from normal route,Unusual weather, Abnormal Flight Occurrence

Plotter Plan and Flight Strips Updated

Dispatcher UsesRadioAFFOther Dispatched Resources

DispatcherContacts

Flight

False

True

Flight ArrivesAt Destination

False

True Record Arrival

Aircraft Incident

Workflow

Aircraft Incident

Workflow

Return Transportation

service Requested

In-Field Activity Occurs

Dispatcher

32

Tongass

Track Dispatched Helicopter

Dispatch Helicopter Workflow


En-Route Helicopter Checks-In Every 15 Minutes


Overdue

False


to Contact Helicopter




DispatcherContactsHelicopter

False

True

HelicopterArrives

At Destination

False

True Record Arrival

Helicopter Incident

Workflow

Helicopter Incident

Workflow

Return Transporta

tion Service

Requested


Dispatcher

33

Tongass

Track Dispatched Boat

Dispatch Boat

Workflow

Dispatch Boat

Workflow

En-Route Boat



Overdue

False


to Contact Boat



Dispatcher UsesRadioOther Dispatched Resources

DispatcherContacts

Boat

False

True

BoatArrives

At Destination

False

True Record Arrival

Field Incident

Workflow

Field Incident

Workflow

Return Float

Following Coverage Requested


Dispatcher

34

Tongass

Alert In-Transit & Deployed Personnel

Conditions Arise Requiring that In-

Transit & Field Personnel are Alerted

Alert Other Dispatch Centers

Analog RadioIP RadioSametimeTelephoneFax

Weather changes with possibility of field impactDeployed resources report activities impacting other field resources (blasting in flight zone)


Analog RadioIP Radio

Field PersonnelContacted

False

True

Field PersonnelAlerted within

AllowedTimeframe

False

True

Contact Other Nearby Flights, Floats, Field Camps as Conduit to

Field Personnel

Manage Emergencies

Workflow

Manage Emergencies

Workflow


Conditions Workflow


Conditions Workflow

Convey Conditions

Record Alert Event Details

Recall Event Log

Flight Strip

HandoffSituation

False

True

Dispatcher

35

Tongass

Recall In-Transit Aircraft

Conditions Arise

Requiring In-Transit Recall

Record Recall Event

Details

Severe WeatherAircraft Incident


Analog RadioIP RadioSametime


False

True

Field PersonnelContact within

AllowedTimeframe

False

True


Field Personnel

Manage Emergencies

Workflow

Manage Emergencies

Workflow


Conditions Workflow


Conditions Workflow

Provide Recall Instructions

Contact In-Transit & Deployed Personnel


TelephoneFax

Recall Event Log

Flight Strip

Complete Recall Event

Details

Recall Event Log

Flight Strip

HandoffSituation

False

True

Dispatcher

36

Tongass

Revise Existing Aircraft Flight Plan

Revision Required

Change of PlansConditions Change


Procure AirplaneWorkflow


Aircraft Flight Re-Scheduled

Aircraft Flight

Analysis and Re-

Planning

Value Added FunctionDispatcher Revised and Re-Optimizes the Plan

Revised Aircraft

Flight Plan Created


Revised Aircraft Flight

Plan Communicated

Procure EquipmentWorkflow


Dispatcher

Modify AircraftAssignment

False

True ModifyEquipment

False

True

37

Tongass

Revise Existing Helicopter Flight Plan

Revision Required


Procure HelicopterWorkflow


Helicopter Flight Re-Scheduled

Helicopter Flight

Analysis and Re-

Planning

Value Added FunctionHelicopter Manager

Revised and Re-Optimizes the Plan

Revised Helicopter Flight Plan

Created


Communicated



Helicopter Manager

Modify HelicopterAssignment

False


False

True



38

Tongass

Revise Existing Boat Float Plan

Revision Required


Procure Boat

Workflow

Procure Boat

Workflow

Boat Float Re-

Scheduled

Boat Float Analysis and Re-

Planning

Most Boat Float Plans are revised by Boat Operator;

Dispatch primarily tracks/monitors

Revised Boat Float

Plan Created

Revised Boat Float Plan

Communicated



Dispatcher

Modify BoatAssignment

False


False

True

Boat Float PlanBoat Float Schedule

Boat Operator

39

Tongass

Schedule New Aircraft Flight Plan

New Aircraft Flight

Reservation Submitted

EmailTelephoneWalk-Ins




Aircraft Flight

Scheduled

Aircraft Flight

Analysis and

Planning

Value Added FunctionDispatcher Optimizes the

Plan

New Aircraft

Flight Plan Created


Finalized Aircraft Flight

Plan Communicated to Requestor



Dispatcher

Aircraft Requestor

40

Tongass

Schedule New Helicopter Flight Plan

New Helicopter

Flight Reservation Submitted


Procure Helicopter Workflow


Helicopter Flight

Scheduled

Helicopter Flight

Analysis and

Planning

Value Added FunctionHelicopter Manager Optimizes the Plan

New Helicopter Flight Plan

Created

Finalized Flight Helicopter




HelicopterManager



Helicopter Requestor

41

Tongass

Schedule New Boat Float Plan

New Boat Float Plan Submitted


Procure Boat

Workflow

Procure Boat

Workflow

Boat Float Scheduled

Boat Float Analysis

and Planning

New Boat Float Plan Created

Finalized Boat Float Plan

Communicated to Requestor



Dispatcher

Most Boat Float Plans are made before contacting

Dispatch; Dispatch primarily tracks/monitors

Boat Operator


42

Tongass

Equipment Procurement (Aircraft, Helicopter, Boat)

Equipment Request

Check Availability of

Owned Resources

ResourcesAvailable

False

True

Check Availability Of

Contracted Resources

Book Resources & Incorporate into Flight/Float Plan


Rental Resources

ResourcesAvailable

False

True

Contract Documents

Boat Operators and Fleet Managers Procure Boats

Dispatcher

Boat Operator

43


TongassAdministrative Workflow Diagrams

44

Tongass

Overall Daily Operations

Enter Facility

Turn on Equipment

Announce that

Dispatch is Open

Verify Today's

Schedule

Log into Applications

Process Flight &

Float Requests

Actively Monitor Conditions(Weather, Field Communications, etc)

Announce that

Dispatch is Closed

Exit Dispatch Center

Process Paperwork

Monitor Flights,

Floats, Field Personnel

Create Tomorrow’s Schedule

Respond to Emergencies(Fire, Flight/Float/Field Incidents, etc)

Dispatch Flights &

Floats

Record Returns of Flights &

Floats

Dispatcher

Radio EquipmentWorkstations

IP RadioLotus Notes EmailSametimeDispatch Messenger Service (DMS) web EmailAutomated Flight Following (AFF)

Web Resources

Large Paper Schedule SheetPaper Dispatch StripsWhiteboard Field Personnel

Print and post other centers’ schedules

Turn off Equipment

Log Off Applications

Large Schedule SheetDispatch Strips

Create Excel Schedule and send to other Tongass centers via DMS

45

Tongass

Open Dispatch Center

Enter Facility

Turn on Equipment

Announce that

Dispatch is Open

Verify Today's

Schedule


Dispatcher



Web Resources


Print and Post other centers’ schedulesFax schedule to contract providers

46

Tongass

Track Deployed Field Personnel

Open DispatchCenter

Workflow

Open DispatchCenter

Workflow

Field Personnel AM Check-

In

Check-In30 -60 Minutes

Overdue

False

True

Dispatcher Attempts

to Contact Field

Personnel

In-Field PersonnelBoard Updated


DispatcherContacts

Field Personnel

False

True

Field Incident

Workflow

Field Incident

Workflow

Field Personnel PM Check-

In

Close Dispatch Center

Workflow

Close Dispatch Center

Workflow


Dispatcher

47

Tongass

Local Fire DispatchType 4 & 5 Fires

Fire Reported

Fire Incident

Log Completed

IC & FMO Request

ResourcesFrom Adjoining

Ranger Districts

FMO & ICCoordinates Local Fire Response

District FMO

FireExtinguished

False

True

Aircraft Dispatcher

Fire can beManaged by

Local Resources

False

True Fire Incident

Log Started

Fire Incident

Log Updated

Fire IncidentFire Incident

Fire Incident


Fire Incident

District Receptionist

Dispatch Center Coordinates

Transportation

Type 4 or 5 IC

Type 4 & 5 fires require no involvement of Dispatch

Centers Except for Transportation

FireEscalatesBeyond

Local Response

False

True

Fire Type Key5 - Can be extinguished by one single resource4 - Can be extinguished by several single resources3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions2 – Larger & more complex1 – Largest & most complex

48

Tongass

Fire Dispatch via ROSSLocal TYPE 3,2,&1

Local Fire Escalates to Type 3,2,&1

ROSS Information

Updated

Request for Remote Fire Resources

Initiated

Fire Dispatcher IADP

Fire Incident

Logged into ROSS

Fire Incident Sheets

Completed

Fire Incident

information is passed to

Fire Dispatch

FireExtinguished

False

True


Updated

ROSS Incident Closed

Fire Dispatcher

Coordinates Response

Fire IncidentFire IncidentFire Incident

Fire Incident

ROSS

ROSS

ROSS

Chugach National Forest

Provides Resources

Resources Ordered from

AICC

FMO

Type 3 IC

IADP Certification Required

Valued added: Training is Focused on ALL-Risk Management, not Just

Fire Dispatch Request Escalates Beyond

Capabilities Of IADPExpanded dispatch is set upEDRC,EDSD, EDSP,CORD

ResourcesOrdered

Direct from local

False

True


Additional Terms/Roles KeyROSS - Resource Ordering and Status SystemIADP - Initial Attack DispatcherEDRC - Expanded Dispatch RecorderEDSD - Expanded Dispatch Support DispatcherEDSP - Expanded Dispatch Supervisory DispatcherCORD - CoordinatorIC - Incident CommanderFMO - Fire Management Officer

49

Tongass

Remote Fire Resource Request via ROSSFrom Chugach directly

or AICC for National Deployment

Remote Request for

Fire Resources Via ROSS

ROSS Information

Updated

ResourcesAvailable

False

True

EDRC / EDSD

EDRC / EDSD Certification Required

Valued added: Training is Focused on ALL-Risk Management, not Just Fire

Dispatch

Determine/Confirm

Resource Availability

Fire Incident Management Tracked at

Remote Site

ROSS Pre-identifies

Fire Response Resources


Resources Dispatched via ROSS

Based on skills

ROSS Request Declined

FireExtinguished

False

True

ResourcesAllocationChanges

False

TrueROSS

ROSS

ROSS ROSS

AICC & Chugach

FMO


50

Tongass

Close Office

Verify All Flight, Floats,

Personnel Accounted For

Turn Off Equipment

Announce that

Dispatch is Closed


Log Out of Applications

Dispatcher



Web Resources

51

Tongass

Handoff Operations to Another Dispatch Center

Event Occurs Requiring Handoff

Control Is Passed to Handoff Center

Information is Conveyed to Handoff

Center

Dispatcher

Analog RadioIP RadioTelephoneFax

EventResolves

False

TrueControl Is Passed to Originating

Center

Information is Conveyed to Originating

Center


Handoff Center Manages

Originating Center Activity

52


TongassTelephones Workflow Diagrams

53

Tongass

Phones, E-mail, Sametime

PhoneRings

False

True Take and Close Call

Dispatcher


Conditions Workflow


Conditions Workflow

SametimeMessageArrives

False

True

EmailExists

False

TruePeriodically Check for

Email

Respond to

Sametime Message

Respond to Email Message

Actively Monitor phone

Actively Monitor

Sametime

54


Plan Management is also represented under Aircraft Management (flights and floats) here

TongassCustomers in Office Workflow Diagrams

55

• Paperwork– Contract Inspection– Rental Agreement Management– Use & Payment Reporting Data Entry

TongassPaperwork Workflow Diagrams

56

Tongass

Contract Inspection(Owned, Leased, and Contracted Aircraft, Helicopter)

Quantify & Validate Demand

Choose Vendors & Validate

Contract Terms

Meets ForestryRequirements

False

True Negotiate Terms

Contract Documents

Record Contract Usage

Instructions

Pilot CertificationEquipment CertificationFlight Availability/Commitment

Annual Contract Review

Dispatcher

There is an obligation associated with the contracts

57

Tongass

Rental Agreement Inspection (Aircraft, Helicopter)

Annual Rental Review

Choose Vendors &

Validate Rental Terms


False


Contract Documents

Record Rental Usage

Instructions

Pilot CertificationEquipment CertificationFlight/Float Availability

There is no obligation associated with the rentals

Dispatcher

58

Tongass

Use & Payment Reporting Data Entry

Use & Accounting Data is Collected and

Validated

Data is Entered into Excel Spreadsheets for Reporting and Analysis

Use Information is Synthesized into

Final Report

Dispatcher

Use Report

Data is Entered into Aviation Business

Management System for Payment

Sent for Payment

59

Chugach(Anchorage, Cordova)

Workflow Diagramsby Dispatcher Priority Hierarchy

60







ChugachWorkflow Diagrams Outline

61


ChugachEmergencies Workflow Diagrams

62

Chugach

Manage Emergencies


Conditions Workflow


Conditions Workflow

EmergencyOccurs

False

True

HelicopterIncident or

Accident

False

True

AircraftIncident or

Accident

False

True

Manage Helicopter

Emergency Workflow

Manage Helicopter

Emergency Workflow



BoatIncident orAccident

False

True Manage Boat Emergency Workflow

Manage Boat Emergency Workflow

HazardousMaterialsIncident

False

TrueManage

Hazardous Materials

Emergency Workflow

Manage Hazardous Materials

Emergency Workflow

TsunamiIncident

False

True Manage Tsunami Emergency Workflow

Manage Tsunami Emergency Workflow

FieldIncident or

Accident

False

True Manage Field Emergency Workflow

Manage Field Emergency Workflow

Determine Nature of

Emergency

Dispatcher

63

Chugach

Aircraft Emergency Notification

Aircraft Incident / Accident Occurs

Start Incident Log

Overdue AircraftBird StrikeLightning StrikeMaydaySmoke in CockpitMalfunctionAero Medical ProblemPilot/Passenger Unsafe AttitudeViolation Pilot Duty LimitationsViolation Fed Aviation RegulationsJettison or Loss of Cargo/EquipmentEngine MalfunctionNear Miss



Incident / Accident

Concludes

False


Conditions Workflow


Conditions Workflow


of Action




Incident Log

Flight Strip


Incident Log

SignificantEnough

For Incident Log

False

True


Chugach Statusboard Chugach Statusboard

Dispatcher

64

Chugach

Helicopter Emergency Notification

Helicopter Incident / Accident Occurs

Start Incident Log

Overdue HelicopterBird StrikeLightning StrikeMaydaySmoke in CockpitMalfunctionMedical ProblemPilot/Passenger Unsafe AttitudeViolation Pilot Duty LimitationsViolation Fed Aviation RegulationsJettison or Loss of Cargo/EquipmentEngine MalfunctionNear Miss



Incident / Accident

Concludes

False


Conditions Workflow


Conditions Workflow


of Action

Incident Log

Flight Strip


Incident Log

SignificantEnough

For Incident Log

False

True






Dispatcher

65

Chugach

Boat Emergency Notification

Boat Incident / Accident Occurs

Start Incident

Log




Incident / Accident

Concludes

False


Conditions Workflow


Conditions Workflow

Develop Immediate

Plan of Action




False

TrueSignificant

EnoughFor

Incident Log

False

True


Incident Log

Flight Strip

Incident Log


Dispatcher

66

Chugach

Field Emergency Notification

Field Incident / Accident Occurs

Start Incident

Log




Incident / Accident

Concludes

False


Conditions Workflow


Conditions Workflow

Develop Immediate

Plan of Action



False

True



District Ranger or Staff Officer Have Authority to

Initiate S&R

SignificantEnough

For Incident Log

False

True

Incident Log

Flight Strip

Incident Log


Dispatcher

67

Chugach

Hazardous Materials Emergency Notification

Hazardous Materials Spill

Reported

Start Incident Log

Incident / Accident

Concludes

False


Conditions Workflow


Conditions Workflow


of Action

Notify as Needed-Hazardous Materials CoordinatorAlt Hazardous Materials CoordinatorDistrict Safety OfficerDistrict RangerLaw Enforcement OfficerPatrol Captain

Incident Log


Incident Log

Track Progress & Log Activities


SignificantEnough

For Incident Log

False

True


Dispatcher

68

Chugach

Tsunami Emergency Notification

Tsunami Reported

Start Incident Log

TsunamiConcludes

False


Conditions Workflow


Conditions Workflow


of Action

Notify as Needed-CampsField CrewsBoatsAircraft


Provide Information & Instructions

Aircraft Stay AirborneBoats to Deep WaterCamps to Remove Vehicles to High GroundTake survival equipment as time allows, radios, sleeping bags, shelter, food, water, clothing, first aid equipment, etc.Monitor Radio for Updates

SignificantEnough

For Incident Log

False

True

Incident Log Incident Log


Weather

Dispatcher

69


ChugachAircraft Operations Workflow Diagrams

70

Chugach

Monitor Environmental Conditions

Monitoring All Radio

Transmissions



Periodically Checking Web

Resources

Dispatcher Radio EquipmentIP RadioCoast Guard Freq

Automated Flight Following (AFF)

Web Resources

ConditionsBecome

Unfavorable

False

True



Weather

71

Chugach

Monitor Contract Compliance

Periodically Review Performance to

Contract Compliance Policies

Log and Report Compliance Issues

Dispatcher

Compliance IssuesExist

False

True Compliance IssuesExist

False

TrueAlert Contractor and

Remediate Compliance Issues

Chugach Statusboard

Contract Documents Compliance Log

Chugach Statusboard

72

Chugach

Dispatch Aircraft


Contact Dispatch

and Confirm Mission

DispatcherAircraft Pilot

Dispatch Aircraft

Track Dispatched

Aircraft Workflow

Track Dispatched

Aircraft Workflow

Record Return

Add to Field

Personnel Tracking

Weather

Schedule for Future

Revise Plan

Details

Create Plan for

Immediate Use



Flight Planin Order

False

True

Flight PlanExist

False

True

ResourcesAvailable

False

True


False


In Field

False

TrueCheck Flight

Conditions

Monitor Weather for

Improvement


False

True

Chugach Statusboard

Chugach Statusboard

73

Chugach

Dispatch Helicopter


Contact Dispatch

and Confirm Mission

DispatcherHelicopter Pilot

Dispatch Helicopter



Record ReturnAdd to

Field Personnel Tracking

Weather

Schedule for Future

Revise Plan

DetailsHelicopter Flight Plan

Flight Planin Order

False

True

Flight PlanExist

False

True


False


In Field

False

TrueCheck Flight

Conditions


HelicopterManager

Helicopter Manager or certified helicopter safetyresource must perform

preflight and go with theHelicopter

Monitor Weather for

Improvement


False

True

Chugach Statusboard

Chugach Statusboard

74

Chugach

Dispatch Boat

Validates Float Plan

Activate Float Plan

DispatcherBoat Pilot

Dispatch Float

Track Dispatched

Boat Workflow

Track Dispatched

Boat Workflow

Record Return

Add to Field

Personnel Tracking

Weather

Schedule for Future

Revise Plan

Details

Create Plan for

Immediate Use

Float Planin Order

False

True

Float PlanExist

False

True

ResourcesAvailable

False

True


False


In Field

False

TrueCheck Float

Conditions

Boat Float Plan

Boat Float Schedule

Monitor Weather for

Improvement


False

True

Chugach Statusboard

Chugach Statusboard

Chugach Statusboard

75

Chugach

Track Dispatched Aircraft

Dispatch Aircraft

Workflow

Dispatch Aircraft

Workflow

En-Route Aircraft



Overdue

False


to Contact Flight


Dispatcher UsesRadioAFF

Coast Guard FreqOther Dispatched Resources

DispatcherContacts

Flight

False

True

Flight ArrivesAt Destination

False

True Record Arrival

Aircraft Incident

Workflow

Aircraft Incident

Workflow

Return Transportation

service Requested


Dispatcher

Chugach StatusboardChugach StatusboardChugach Statusboard

Flight Strip

Flight Strip Flight Strip

76

Chugach

Track Dispatched Helicopter



En-Route Helicopter Checks-In Every 15 Minutes


Overdue

False


to Contact Helicopter



DispatcherContactsHelicopter

False

True

HelicopterArrives

At Destination

False

True Record Arrival

Helicopter Incident

Workflow

Helicopter Incident

Workflow

Return Transporta

tion Service

Requested


Dispatcher

Chugach Statusboard

Chugach Statusboard Chugach StatusboardFlight Strip


77

Chugach

Track Dispatched Boat

Dispatch Boat

Workflow

Dispatch Boat

Workflow

En-Route Boat



Overdue

False


to Contact Boat



DispatcherContacts

Boat

False

True

BoatArrives

At Destination

False

True Record Arrival

Field Incident

Workflow

Field Incident

Workflow

Return Float

Following Coverage Requested


Dispatcher

Chugach Statusboard


Flight Strip


78

Chugach


Conditions Arise Requiring that In-

Transit & Field Personnel are Alerted


Analog RadioIP RadioSametimeTelephoneFax

Weather changes with possibility of field impactDeployed resources report activities impacting other field resources (blasting in flight zone)


Analog RadioIP RadioCoast Guard Freq


False

True


AllowedTimeframe

False

True


Field Personnel

Manage Emergencies

Workflow

Manage Emergencies

Workflow


Conditions Workflow


Conditions Workflow

Convey Conditions

Record Recall Event Details

Recall Event Log

Flight Strip

HandoffSituation

False

True

Chugach Statusboard

Chugach Statusboard

Dispatcher

79

Chugach

Recall In-Transit Aircraft

Conditions Arise

Requiring In-Transit Recall

Record Recall Event

Details

Severe WeatherAircraft Incident


Analog RadioIP RadioSametime


False

True


AllowedTimeframe

False

True


Field Personnel

Manage Emergencies

Workflow

Manage Emergencies

Workflow


Conditions Workflow


Conditions Workflow

Provide Recall Instructions



Coast Guard FreqTelephoneFax

Recall Event Log

Flight Strip

Complete Recall Event

Details

Recall Event Log

Flight Strip

HandoffSituation

False

True


Dispatcher

80

Chugach

Revise Existing Aircraft Flight Plan

Revision Required





Aircraft Flight Re-Scheduled

Aircraft Flight

Analysis and Re-

Planning

Value Added FunctionDispatcher Revised and Re-Optimizes the Plan

Revised Aircraft

Flight Plan Created


Revised Aircraft Flight

Plan Communicated



Dispatcher

Modify AircraftAssignment

False


False

True

Chugach Statusboard

81

Chugach

Revise Existing Helicopter Flight Plan

Revision Required




Helicopter Flight Re-Scheduled

Helicopter Flight

Analysis and Re-

Planning

Value Added FunctionHelicopter Manager

Revised and Re-Optimizes the Plan


Created


Communicated



Helicopter Manager

Modify HelicopterAssignment

False


False

True



Chugach Statusboard

82

Chugach

Revise Existing Boat Float Plan

Revision Required


Procure Boat

Workflow

Procure Boat

Workflow

Boat Float Re-

Scheduled

Boat Float Analysis and Re-

Planning

Most Boat Float Plans are revised by Boat Operator;

Dispatch primarily tracks/monitors

Revised Boat Float

Plan Created

Revised Boat Float Plan

Communicated



Dispatcher

Modify BoatAssignment

False


False

True


Boat Operator

Chugach Statusboard

83

Chugach

Schedule New Aircraft Flight Plan

New Aircraft Flight

Reservation Submitted





Aircraft Flight

Scheduled

Aircraft Flight

Analysis and

Planning

Value Added FunctionDispatcher Optimizes the

Plan

New Aircraft

Flight Plan Created


Finalized Aircraft Flight




Dispatcher

Aircraft Requestor

Chugach Statusboard

84

Chugach

Schedule New Helicopter Flight Plan

New Helicopter

Flight Reservation Submitted




Helicopter Flight

Scheduled

Helicopter Flight

Analysis and

Planning

Value Added FunctionHelicopter Manager Optimizes the Plan

New Helicopter Flight Plan

Created

Finalized Flight Helicopter




HelicopterManager



Helicopter Requestor

Chugach Statusboard

85

Chugach

Schedule New Boat Float Plan

New Boat Float Plan Submitted


Procure Boat

Workflow

Procure Boat

Workflow

Boat Float Scheduled

Boat Float Analysis

and Planning

New Boat Float Plan Created

Finalized Boat Float Plan

Communicated to Requestor



Dispatcher

Most Boat Float Plans are made before contacting

Dispatch; Dispatch primarily tracks/monitors

Boat Operator


Chugach Statusboard

86

Chugach

Equipment Procurement (Aircraft, Helicopter, Boat)

Equipment Request


Owned Resources

ResourcesAvailable

False

True

Check Availability Of

Contracted Resources

Book Resources & Incorporate into Flight/Float Plan


Rental Resources

ResourcesAvailable

False

True

Contract Documents

Boat Operators and Fleet Managers Procure Boats

Chugach Statusboard

Dispatcher

Boat Operator

87


ChugachAdministrative Workflow Diagrams

88

Chugach

Overall Daily Operations

Enter Facility

Turn on Equipment

Announce that

Dispatch is Open

Verify Today's

Schedule


Process Flight &

Float Requests

Actively Monitor Conditions(Weather, Field Communications, etc)

Announce that

Dispatch is Closed


Process Paperwork

Monitor Flights,

Floats, Field Personnel

Create Tomorrow’s Schedule

Respond to Emergencies(Fire, Flight/Float/Field Incidents, etc)

Dispatch Flights &

Floats

Record Returns of Flights &

Floats

Dispatcher


IP RadioLotus Notes EmailSametimeDispatch Messenger Service (DMS) web EmailAutomated Flight Following (AFF)Chugach Statusboard

Web Resources


Print and post other centers’ schedules

Turn off Equipment

Log Off Applications

Chugach Statusboard

89

Chugach

Open Dispatch Center

Enter Facility

Turn on Equipment

Announce that

Dispatch is Open

Verify Today's

Schedule


DispatcherRadio EquipmentWorkstations


Web Resources

Chugach Statusboard

90

Chugach

Remote Fire Resource Request via ROSS

Remote Request for


ROSS Information

Updated

ResourcesAvailable

False

TrueDetermine/

Confirm Resource Availability


Remote Site

ROSS Pre-identifies




Based on skills


FireExtinguished

False

True


False

True

State Fire DispatcherDispatcher

Teresa, Tara, & SueNOT certified, but performSome ROSS functions

ROSS

ROSS

ROSS ROSS


Valued added: Training is Focused on Risk

Management, not Just Fire Dispatch

91

Chugach

Local Fire DispatchType 4 & 5 Fires

Fire Reported

Fire Incident

Log Completed

IC & FMO Request

ResourcesFrom Adjoining

Ranger Districts

FMO & ICCoordinates Local Fire Response

District FMO

FireExtinguished

False

True

Aircraft Dispatcher

Fire can beManaged by

Local Resources

False

True Fire Incident

Log Started

Fire Incident

Log Updated


Fire Incident


Fire Incident

District Receptionist

Dispatch Center Coordinates

Transportation

Type 4 or 5 IC

Type 4 & 5 fires require no involvement of Dispatch

Centers Except for Transportation

FireEscalatesBeyond

Local Response

False

True


92

Chugach

Fire Dispatch via ROSSLocal TYPE 3,2,&1

Local Fire Escalates to Type 3,2,&1

ROSS Information

Updated

Request for Remote Fire Resources

Initiated

Fire Dispatcher IADP

Fire Incident

Logged into ROSS


Completed

Fire Incident

information is passed to

Fire Dispatch

FireExtinguished

False

True


Updated


Fire Dispatcher

Coordinates Response

Fire IncidentFire IncidentFire Incident

Fire Incident

ROSS

ROSS

ROSS

Chugach National Forest

Provides Resources

Resources Ordered from

AICC

FMO

Type 3 IC


Valued added: Training is Focused on ALL-Risk Management, not Just

Fire Dispatch Request Escalates Beyond

Capabilities Of IADPExpanded dispatch is set upEDRC,EDSD, EDSP,CORD

ResourcesOrdered

Direct from local

False

True



93

Chugach

Remote Fire Resource Request via ROSSFrom Chugach directly

or AICC for National Deployment

Remote Request for


ROSS Information

Updated

ResourcesAvailable

False

True

EDRC / EDSD

EDRC / EDSD Certification Required

Valued added: Training is Focused on ALL-Risk Management, not Just Fire

Dispatch

Determine/Confirm

Resource Availability


Remote Site

ROSS Pre-identifies




Based on skills


FireExtinguished

False

True


False

TrueROSS

ROSS

ROSS ROSS

AICC & Chugach

FMO


94

Chugach

Close Office

Verify All Flight, Floats,

Personnel Accounted For

Turn Off Equipment

Announce that

Dispatch is Closed


Log Out of Applications

DispatcherRadio EquipmentWorkstations

IP RadioLotus Notes EmailSametimeChugach StatusboardDispatch Messenger Service (DMS) web EmailAutomated Flight Following (AFF)ROSS

Web Resources

95

Chugach

Handoff Operations to Another Dispatch Center

Regularly Scheduled Handoff or Event Occurs

Requiring Handoff

Control Is Passed to Handoff Center

Information is Conveyed to Handoff

Center

Dispatcher

Chugach has scheduled handoffs between Anchorage and Cordova

All information is updated in the Chugach Statusboard as the primary

method to hand over control (phone and whiteboards are leveraged as backup)

Chugach Statusboard

ShiftBack orEvent

Resolves

False

TrueControl Is Passed to Originating

Center

Information is Conveyed to Originating

Center

Handoff Center Manages

Originating Center Activity


Chugach Statusboard


96


ChugachTelephones Workflow Diagrams

97

Chugach

Phones, E-mail, Sametime

PhoneRings

False

True Take and Close Call

Dispatcher


Conditions Workflow


Conditions Workflow

SametimeMessageArrives

False

True

EmailExists

False

TruePeriodically Check for

Email

Respond to

Sametime Message

Respond to Email Message

Actively Monitor phone

Actively Monitor

Sametime

98


Plan Management is also represented under Aircraft Management (flights and floats) here

ChugachCustomers in Office Workflow Diagrams

99


ChugachPaperwork Workflow Diagrams

100

Chugach

Contract Inspection(Owned, Leased, and Contracted Aircraft, Helicopter)

Quantify & Validate Demand

Choose Vendors & Validate

Contract Terms


False


Contract Documents

Record Contract Usage

Instructions

Pilot CertificationEquipment CertificationFlight Availability/Commitment

Annual Contract Review

Dispatcher

There is an obligation associated with the contracts

Chugach Statusboard

101

Chugach

Rental Agreement Inspection (Aircraft, Helicopter)

Annual Rental Review

Choose Vendors &

Validate Rental Terms


False


Contract Documents

Record Rental Usage

Instructions

Pilot CertificationEquipment CertificationFlight/Float Availability

There is no obligation associated with the rentals

Chugach Statusboard

Dispatcher

102

Chugach

Use & Payment Reporting Data Entry

Use Data is Collected and

Validated

Data is Entered into Excel Spreadsheets for Reporting and Analysis

Use Information is Synthesized into

Final Report

Dispatcher

Use Report

Data is Entered into Aviation Business

Management System for Payment

Sent for Payment