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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