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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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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- 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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- Modern and advanced technology

- 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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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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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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• 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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Training & Awareness Materials -- Pamphlets, Banners, Booklets

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Passenger Record & Family Information System

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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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An agreement with Kenyon International is in process

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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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By now, we have gone through:

• Planning

• Training

• Exercises

What’s next in a disaster cycle?

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• Planning

• Training

• Exercises

• Accident

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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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HumanitarianHumanitarian

AssistanceAssistance

Normal reactions of normal people in a highly abnormal situation

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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

Humanitarian SupportHumanitarian Support

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• Provide Immediate Financial Support


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• Respect for Values, Beliefs and Culture

• Respect the Wishes of the Family

• Confidentiality


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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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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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Tangible Support

Clothing

MonetaryFood & Drink

Transportation

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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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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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Law of Hardwiring

1. Emotion comes before thought

2. We feel before we think

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An Emotio

nal Hija

ck

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The chemical curvePEAKSSlows down

Take O

ff Cool Down

Rational Behavior

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Who gets hurt?

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

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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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Flood Relief Initiative 2010

Free Transportation of Relief Goods

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Emergency Response

was activated to coordinate

all activities related to the

Flood Relief Project

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

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Region-wise status in Tons

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

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Delivery

NDMA

PDMAs

Pakistan Army

Reputed Public Reps

PIA Team

Speedex Team

WFP Helicopters

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Thank You

Education

PIA ERP 16 October 2010