PIA ERP 16 October 2010

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Emergency Response Planning (ERP)

Emergency Response PlanningEmergency Response Planning

strengthening thestrengthening the

resilienceresilience

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Emergency Response Planning (ERP)

Prevention of accidents is a matter of prime importance in responsible industrial concerns

Yet, accidents do happen

- Injuries & fatalities

- Families of victims and community

pass through psychotrauma

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Emergency Response Planning (ERP)

- grief

- hostility

- anger

- frustration

- shock

Airline model of Emergency Response Planning (ERP) could be helpful in effectively supporting the victims and their family members

Industrial Disasters & Humanitarian AssistanceIndustrial Disasters & Humanitarian Assistance

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Emergency Response Planning (ERP)

- Modern and advanced technology

- Regulatory checks

Air travel has become safer than crossing a road

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Emergency Response Planning (ERP)

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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Emergency Response Planning (ERP)

1. Helps effective management of major accidents

2. Ensure timely humanitarian assistance to victims and families

3. Facilitates to maintain corporate image

4. Regulatory Requirement

& Supports Certification

5. Family Assistance Act & NTSB Requirements in USA

6. Last but not least, it is an Insurance plan

Why PIA has given due importance to

Emergency Response Planning

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Emergency Response Planning (ERP)

Managing Director

General Manager

Dy. General Manager

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Emergency Response Planning (ERP)

““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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Emergency Response Planning (ERP)

Station

Emergency

Plans

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Emergency Response Planning (ERP)

Station Team

Emergency Response Mechanism

Field Team

ERC Team

FAST Volunteers

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Emergency Response Planning (ERP)

Emergency Response Centre (ERC)

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Emergency Response Planning (ERP)

Emergency Call Centre (ECC)

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Emergency Response Planning (ERP)

Media Response Centre (MRC)

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Emergency Response Planning (ERP)

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 Planning (ERP)

• 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

4500 employees have attended the ERP Trainings so far

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Emergency Response Planning (ERP)

Training & Awareness Materials -- Pamphlets, Banners, Booklets

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Emergency Response Planning (ERP)

Passenger Record & Family Information System

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Emergency Response Planning (ERP)

• 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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Emergency Response Planning (ERP)

An agreement with Kenyon International is in process

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Emergency Response Planning (ERP)

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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Emergency Response Planning (ERP)

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

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Emergency Response Planning (ERP)

By now, we have gone through:

• Planning

• Training

• Exercises

What’s next in a disaster cycle?

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Emergency Response Planning (ERP)

• Planning

• Training

• Exercises

• Accident

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Emergency Response Planning (ERP)

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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Emergency Response Planning (ERP)

HumanitarianHumanitarian

AssistanceAssistance

Normal reactions of normal people in a highly abnormal situation

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Emergency Response Planning (ERP)

FASTFamily Assistance Support Team

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Emergency Response Planning (ERP)

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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Emergency Response Planning (ERP)

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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Emergency Response Planning (ERP)

• Meeting the Family or Victims at their Home

• Serve as a liaison

• Provide Professional Counseling

• Escort Members of the Family

Humanitarian SupportHumanitarian Support

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Emergency Response Planning (ERP)

• Provide Immediate Financial Support

Humanitarian SupportHumanitarian Support

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Emergency Response Planning (ERP)

• Respect for Values, Beliefs and Culture

• Respect the Wishes of the Family

• Confidentiality

Humanitarian SupportHumanitarian Support

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Emergency Response Planning (ERP)

Return of Personal Belongings (Condition and Time)

Humanitarian SupportHumanitarian Support

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Emergency Response Planning (ERP)

• Transportation of Remains

• Support in Identification of Deceased

• Memorials: Respect the Wishes of the Families

• Annual Remembrance Service

Humanitarian SupportHumanitarian Support

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Emergency Response Planning (ERP)

Typical questions by family members

1. Confirm if the person is a victim

2. Victim’s Condition

3. Victim’s Location

4. When to Return Home

5. Next Step

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Emergency Response Planning (ERP)

Tangible Support

Clothing

MonetaryFood & Drink

Transportation

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Emergency Response Planning (ERP)

Emotional Support

1. Listening

2. Providing First Hand and Credible Information

3. Consoling

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

Emotions First, Problems Emotions First, Problems SecondSecond

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Emergency Response Planning (ERP)

Where do emotions come from?

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Emergency Response Planning (ERP)

The Science Behind Emotions

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Emergency Response Planning (ERP)

The Science Behind Emotional Intelligence

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Emergency Response Planning (ERP)

Law of Hardwiring

1. Emotion comes before thought

2. We feel before we think

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Emergency Response Planning (ERP)

An Emotio

nal Hija

ck

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Emergency Response Planning (ERP)

The chemical curvePEAKSSlows down

Take O

ff Cool Down

Rational Behavior

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Emergency Response Planning (ERP)

Who gets hurt?

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

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Emergency Response Planning (ERP)

How would you differentiate empathy from sympathy?

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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Emergency Response Planning (ERP)

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Flood Relief Initiative 2010

Free Transportation of Relief Goods

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Emergency Response Planning (ERP)

Emergency Response

was activated to coordinate

all activities related to the

Flood Relief Project

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Emergency Response Planning (ERP)

PIA developed a LIFE BOX which provides high energy food & liquids to sustain a four

member family / group for

2-3 days each

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Emergency Response Planning (ERP)

Overseas Pakistani Community is being mobilized through Videos, TV and Media

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Emergency Response Planning (ERP)

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Region-wise status in Tons

Total = 2721.86Total (Aug- Sep) = 2722 Tons

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Emergency Response Planning (ERP)

Delivery

NDMA

PDMAs

Pakistan Army

Reputed Public Reps

PIA Team

Speedex Team

WFP Helicopters

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Emergency Response Planning (ERP)

Thank You