PIA ERP June 2010

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Emergency Response Planning (ERP)

Emergency Response PlanningEmergency Response Planning

strengthening thestrengthening the

resilienceresilience

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Aircraft safety is continuing to improve mainly due to the superior reliability of modern

advanced technology and regulatory checks

Air travel has become safer than crossing a road

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No airline is ever immune to anNo airline is ever immune to an

A c c i d e n tA c c i d e n t

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Helps effective management of major accidents

Ensure timely humanitarian assistance to

victim passengers & families

Facilitates to maintain corporate image

Regulatory Requirement

& Supports Certification

Family Assistance Act

NTSB Requirement

It is an Insurance plan

Why PIA has given due importance to

Emergency Response Planning

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Like aviation industry, prevention of accidents is a matter of prime importance in all responsible industrial concerns but accidents do happen there also for one reason or the other

There were many occasions when besides harming the employees; industrial disasters have led to major sufferings to the customers and near-by community as well

Industrial Disasters & Humanitarian Assistance

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Industrial Disasters & Family Assistance

In such cases besides direct victims, their family members also pass through psychotrauma and need very special care

Here, presenting, airline model of Emergency Response Planning (ERP), we will discuss the ways and means that could help in effectively supporting the victims and their family members in grief, hostility, anger, frustration, and shock caused by other industrial disasters

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Managing Director

General Manager

Dy. General Manager

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““With a good, proven response plan, the airline has an excellent With a good, proven response plan, the airline has an excellent chance to negate many of the negative aspects of the event”chance to negate many of the negative aspects of the event”

Emergency Response

Manual

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Station

Emergency

Plans

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Station Team

Emergency Response Mechanism

Field Team

ERC Team

FAST Volunteers

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Emergency Response Centre (ERC)

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Emergency Call Centre (ECC)

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Media Response Centre (MRC)

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Alarm & MobilizationAlarm & Mobilization

• SMS Initiated y Situation Room through Contact Centre

• Phone Calls through Telephone Exchange

• Notification Tree

• Call Home Scheme

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Emergency Response Section

• Deputy General Manager • Manager Family Assistance• Assistant Manager Family Assistance• Senior ERP Officer• ERP Officer

IATA Airline Emergency Planning & Response Management Course

IATA ERP Task Force Meetings

ASC Canada (Family Assistance Courses)

PIA In-house Courses

Emirates Incident Command Centre Course at DubaiEmirates Emergency Call Centre Exercise

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• ERP Orientation Sessions

• Family Assistance Guidelines

• First Aid, Search & Rescue Techniques

• ERP Course for Higher Management (Trainees included CEO, Directors & GMs)

• Station Managers & Ops Controllers

• District Managers

• Out Stations (Domestic & Foreign)

Continual Training to ERP Team Members & Volunteers

3800 employees have attended the ERP Trainings so far

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Training & Awareness Materials -- Pamphlets, Banners, Booklets

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Passenger Record & Family Information System

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Use of Emirates Emergency Call Centre

• Activation in case of a major aircraft accident

• Manifest is sent to EK ECC who generates PRCs

• EK ECC is updated on Passengers conditions

• EK ECC number is announced with Toll Free Numbers

• Passenger Queries are diverted to EK ECC

• PIA has the access to EK Incident Management Software / Application

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• PK-EK Mutual Support & Cooperation Agreement(Karachi, Islamabad, Lahore, Peshawar& Dubai, Sharjah, Al-Ain & Muscat)

• Use of EK-Emergency Call Centre

Agreements on Emergency Response

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Besides other external City Emergency Services, PIA Engineering, Traffic, TGS, Fire, Medical Services & FAST Volunteers also took

part in the rescue training operations

Aircraft Accident Exercise at Karachi

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Survivors Reception Centre, Crew Reception Centre, Relatives & Visitors Centre and Reunion Areas activated at Hajj Terminal

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Management commitment and emphasis on developing ERC Facilities, ERP Manual, Trainings and Field Exercises enabled PIA to deliver an efficient and well organized response to this tragic accident. Various teams such as ERC Team, Go Team and Family Assistance Team came into action within the prescribed time limits at three stations i.e. KHI, LHE & LYP

Multan Fokker Crash

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NTSB – Joint Family Support Operations Center

National DisasterMortuary Team

D-Mort

NTSB / AirlineControl

American Red CrossARC

Dept. of JusticeDOJ

Dept. of StateDOS

Dept. of DefenseDOD

Fed. Emergency Mngt. AgencyFEMA

Airline

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HumanitarianHumanitarian

AssistanceAssistance

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FASTFamily Assistance Support Team

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Humanitarian Support at

• Accident Site• Hospitals• Hotels• Passenger Information or Special Assistance Center• Family Support Centers• Family’s Residence• While Traveling

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Provision of Information to

• The General Public• The Family of Victims• Meeters and Relatives at the Site• Injured Persons at the Hospitals

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• Meeting the Family or Victims at their Home• Serve as a liaison• Provide Professional Counseling• Escort Members of the Family• Provide Immediate Financial Support

Humanitarian SupportHumanitarian Support

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• Respect for Values, Beliefs and Culture• Respect the Wishes of the Family• Confidentiality• Return of Personal Belongings (Condition and Time)


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• Transportation of Remains• Support in Identification of Deceased• Memorials: Respect the Wishes of the Families• Annual Remembrance Service


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Support to Families can be given in several way….Providing Information About

• Confirm if the person is a victim• Victim’s Condition• Victim’s Location• When to Return Home• Next Step

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Tangible Support:

• Transportation

• Food and Drink

• Clothing

• Monetary

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Emotional Support

• Listening

• Providing First Hand and Credible Information

• Consoling

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Emergency Response Planning (ERP) Problem Solving with People in Trauma:

Emotions First, Problems SecondEmotions First, Problems Second

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Where do emotions come from?

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The Science Behind Emotions

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The Science Behind Emotional Intelligence

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Emergency Response Planning (ERP)Law of Hardwiring

________comes before __________.

We ____ before we _____.

Emotion thought

thinkfeel

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Emergency Response Planning (ERP)An Emotional Hijack Results in…

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The chemical curve

PEAKSSlows down

Take O

ff Cool Down

Rational Behavior

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Don’t

Judge !

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Traumatic Stress

Symptoms are the normal reactions of normal people in a highly abnormal situation.

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Who gets hurt?

• Survivors• Next-of-Kin• Special Assistance Team Members• The Company• The Community

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• Cognitive : Thoughts

• Emotive : Feelings

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Crisis Communication

• Different families react differently.• You deal with different emotions: hostility,

anger, shock, frustration, and grief.• Each family has its own set of circumstances.• Everything is so individual.• It is important to really listen.• You must not take things personally.

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How would you differentiate empathy from sympathy?

• Empathy is feeling for someone. Sympathy is feeling sorry for somebody

• Sympathy is having pity for someone. Empathy means caring without getting your own emotions tied up in what the other person is feeling.

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Questions, please……..

Any comments?

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Thank You

Education

PIA ERP June 2010