Milan (ERP/SERP/MXP/514/14) TABLE OF CONTENTS

Transcription

1 TABLE OF CONTENTS Page 1 0. Introduction Table of Contents 01 Introduction 02 Record 05 List of Effective Pages 06 Revisions 07 Abbreviations Checklists - Station Team 1.1 Operations Manager / Officer (First Person Aware) Station Manager Manager Maintenance or Duty Engineer PIA Crash Site Team (CST) Representative(s) D.M PIA Rep. at Airport Emergency Operations Centre (EOC) Family Assistance Coordinator Survivors Coordinator (Airport) Survivors Coordinator (Hotel) Crew Coordinator Traffic Incharge / (ASM) Reservations / Town Office Hospital Representatives Finance Manager Cargo Manager Appendix A - Station Resources & Contact Numbers 2.1 Station Emergency Centre s Details Station Emergency Response Team Helping Stations Civil Aviation / Airport Authorities Transportation / Cab Services Hospital & Medical Doctors / Morgues Family Support Agencies Psychologists Media Civil Administration / Armed Forces Embassies / Airlines Local Information Kenyon contacts Contacts of ERP Team Karachi Contacts of ERC Karachi Guidelines Detailed Guidelines on Station Response, Other Critical Emergencies like missing aircraft, bomb threats, hijacking, building collapse, earthquakes, floods, dangerous goods, public health emergencies and weather emergencies are given in Emergency Response Manual as available on PIA Intranet and Hardcopies with designated offices. For any query, send to erc@piac.aero.

2 INTRODUCTION Page 2 Pakistan International Airlines pays the utmost attention towards passenger care and takes every step to make its operation safe and sound. Nevertheless, some time weather or other factors may lead to an untoward situation. Accordingly to efficiently respond to such situations and to minimize the losses if accident occur, PIA has put on considerable efforts in the area of Emergency ning (ERP) which on one side gives integrated course of operational actions for effectively coping with an emergency and on the other side ensures that its valued customers and their families should escape trauma, mishandling, neglect or receive due care following an unfortunate accident or air crash. A dedicated Emergency ning Section has been established and the procedures have been elaborated with minute details for handling the emergencies. During such major emergencies, Emergency Response Centre (ERC) Karachi will be the nerve centre to support the operations at the station concerned. Furthermore, ERC Team, Field Team, Family Assistance & Support Team and Station Teams have been formulated to perform their specific roles. A network of Family Assistance & Support Volunteers has been structured and training of the various teams and volunteers had been started. Besides their family assistance role PIA Volunteers are also being trained in basic rescue, elementary fire fighting and first aid to injured so could be helpful in responding to natural disasters, earthquakes, fires and day to day accidents as well. The Emergency Response Facilities at Head Office include the soft data storage of teams and volunteers. An organized call back system for contacting the affected families is also being devised. Right after an accident ERP activities start at the station concerned with the immediate notification to Rescue, Fire & Emergency Services, and PIA / GHA Team Members who start handling of victims at lounges, hotels and hospitals by utilizing local resources. Station where accident has taken place or Station Nearest also informs Situation Room Karachi who triggers an IVR based notification to all Emergency Team Members through PIA Contact Centre. Emergency Response Centre starts functioning within 30 minutes of notification and members of ERC Team comprising of senior executives immediately respond in an organized and coordinated manner. Simultaneously Members of Field Team also report here and get briefing of the situation and start preparing to leave for the site of accident within 3 hours. In the meantime Media Response Team issues the first press release within 1 hour and arrange for Chairman s Press Briefing.

3 INTRODUCTION Page 3 EMERGENCY RESPONSE TEAMS a) ERC Team Stays at Airline Emergency Response Centre (ERC) and provides support to the Field Team, Station Nearest, Special / Family Assistance Teams and to Accident investigation activities. This team exercises the central command for the overall coordination of external and internal information, communication, and response at all locations. b) Field Team Proceeds into activity of the accident site or station nearest, to provide support to the station, liaison with agencies, and represent the company at the accident site, Airport Emergency Operation Centre (EOC managed by PCAA) and Family Assistance Centres. c) Station Team Stays at the stations to coordinate with the ERC team at Head Office and to execute specific responsibilities related to uninjured passengers, relatives and other family assistance matters, including transportation, boarding, food and return of personal belongings. Providing full support to Field Team also falls in the purview of Station Team s functions. d) Special / Family Assistance Team Special / Family Assistance Teams deal with the inquiries from public, survivors and their families, develop official passenger manifest and coordinates with the Next of Kin notification or immediate family (Next of Kin) member. e) External Teams Different organisations and teams also provide emergency response support at various stations and these should be the part of Station Emergency Response Plans. PIA has also entered into agreements with Kenyon Emergency Services, UK for their different services. Level of their activation will be determined by ERC at the hour of need.

4 INTRODUCTION Page 4 STATION EMERGENCY RESPONSE PLAN Chapter 7 of the Emergency Response Manual describes in detail the actions to be taken by the Station Teams and based on its guidelines are the basis for the Station Emergency of each of the PIA Station. TRAINING & EXERCISES A full scale exercise will also be conducted after two years besides exercises of different units. However, Station Manager is responsible to arrange training and exercises at the Station. When required assistance of the ERP Section should be availed. Different departments and stations will conduct periodical in-house exercise in coordination with ERP. After the exercises and actual events, de-briefing sessions will be conducted to discuss the plus points and shortcomings. Preventive actions suggested in the result of these sessions shall be communicated to the concerned activity heads, and implementation will be followed up accordingly by each department. This plan has been prepared with the dedicated efforts of Station Heads, and ERP Team and I would like to thank all of those dedicated officers for their efforts. We would welcome any suggestions and inputs for making this plan further helpful in dealing the emergencies and minimizing the losses. God bless PIA. Capt. Amir Aftab Chief Pilot Corporate Safety

5 RECORD Page 5 Step Name Designation Signature Date Prepared by Ayesha Ambreen ERP Officer Verified by Muhammad Ali Safir AM Family Assistance Reviewed by Sajid Qayyum DGM ERP Approved by Capt. Amir Aftab Chief Pilot Corporate Safety Distribution List (Hard Copy) S. No. Location Copy No. 01 ERC ERP/SERP/MXP/514/14/01 02 Country Manager ERP/SERP/MXP/514/14/02 03 Station Manager ERP/SERP/MXP/514/14/03 Note: The Emergency Response Manual can be accessed by all employees on PIA Website.

6 LIST OF EFFECTIVE PAGES Page 6 Chapter No. Chapter Title From To Date Revision 0 Introduction Checklists Station Team App-A Station Resources & Contact Numbers

7 REVISIONS Page 7 REVISION RECORD Revision Number Date Updated Updated By Edition AMFA ERPO ERPO ERPO ERPO Edition ERPO SERPO

8 ABBREVIATIONS Page 8 ACIM ARR ATC ATS BBP CAA CAR CE CISD CISM CIQ CP CRC (A) CRC (L) CST CVR DEP ED ECC DGCAA EMPM ERC ERM ERP E&A ETA ETD FAC FAST FCC FCOM FDR FS&HSE DFDR FOM GDC GMCC ICAO IVR JFSOC MCC MC MEL Aircraft Accident / Incident Message Arrival Air Traffic Control Air Traffic Services Blood Born Pathogen Civil Aviation Authority Civil Aviation Rules Chief Engineer Critical Incident Stress Diffusing and Debriefing Critical Incident Stress Management (Peer Support) Customs / Immigration / Quarantine (Health) Chief Pilot Crew Reception Centre Airside Crew Reception Centre Landside Crash Site Team (Eng and Airport / GHA Staff) Cockpit Voice Recorder Departure Emergency Director Emergency Call Centre Director General Civil Aviation Authority Emergency Management Procedure Manual Emergency Response Centre Emergency Response Manual Emergency Emergency and / or Accident Estimated Time of Arrival Estimated Time of Departure Family Assistance Centre Family Assistance & Support Team Field Control Centre Flight Crew Operating Manual Flight Data Recorder Flight Safety & Health Safety Environment Digital Flight Data Recorder Flight Operations Manual General Operations Control General Manager Central Control International Civil Aviation Organization Interactive Voice Response (Callout System) Joint Family Support Operations Centre Maintenance Control Centre Media Coordinator (Located in ERC) Minimum Equipment List

9 ABBREVIATIONS Page 9 MOR NOK NTSB PCAA PIF PNL PPE PRC R&M R&M (A) RA (A) RA (O) SAR SAT SECR SIB SITREP SMS SOS SRC (A) SRC (L) SRM SM TECR VHF Mandatory Occurrence Report Next of Kin National Transportation Safety Board (US) Pakistan Civil Aviation Authority Passenger Information Form Passenger Name List Personal Protection Equipment Passenger Record Card Relatives & Meeters Relatives & Meeters Gathering Area (Airport) Reunion Area (Airport) Reunion Area (Off Airport) Search and Rescue Special Assistance Team Station Emergency Coordination Room Safety & Investigation Board Situation Report Safety Management System Save Our Soul Survivors (Passenger) Reception Centre - Airside Survivors (Passenger) Reception Centre Landside Situation Room Manager Station Manager Town Emergency Coordination Room Very High Frequency