chap - 11 emergency response planning (erp)

8/17/2019 Chap - 11 Emergency Response Planning (ERP)

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EMERGENCY RESPONSEPLANNING (ERP)

Chapter 11Page 1 of 9

Corporate SafetyManagement System

ManualDoc # SMS/M/01

Issue 4

Rev 0

Date 07th July 2014

Controlled Document – Do not copy without prior permission of Director Safety & QA

CHAPTER 11

Table of Contents

11. EMERGENCY RESPONSE PLANNING (ERP)

11.1 Introduction to ERP

11.2 Responsibility of Airline

11.3 Rules and Regulations Governing Aircraft Accident

11.4 PIA Emergency Response

11.5 Emergency Response Centre (ERC), Safety Building

11.6 Training & Exercises

11.6.1 Training

11.6.2 Exercises

11.7 Emergency Response Manual (ERM)

11.8 Emergency Response Centre (Safety Building)

11.9 Special Assistance Team Centre (SAT Centre)

11.10 Agreements with External Agencies

11.11 Emergency Response Teams

11.11.1 ERC Team

11.11.2 Field Team

11.11.3 Station Team

11.11.4 Special / Family Assistance Team

11.11.5 External Teams

11.12 Callout Process

11.13 Categories of Accidents & Incidents

11.14 Classification of Emergencies & Accidents – “A” OR “B”

11.14.1 Category “A”

11.14.2 Category “B”


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11. EMERGENCY RESPONSE PLANNING (ERP)

11.1 Introduction to ERP

Pakistan International Airlines pays the utmost attention towards passengercare 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 lossesif accident occur, PIA has put on considerable efforts in the area of EmergencyResponse Planning (ERP) which on one side gives integrated course ofoperational actions for effectively coping with an emergency and on the otherside ensures that its valued customers and their families should not have toface trauma, mishandling, neglect and receive due care following an

unfortunate accident or air crash.

A dedicated Emergency Response Planning Section has been established andthe procedures have been elaborated with minute details for handling theemergencies. During such major emergencies, Emergency Response Centre(ERC) Karachi will be the nerve centre to support the operations at the stationconcerned.

Furthermore, ERC Team, Field Team, Family Assistance & Support Team andStation 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 being carried out on regular basis.Besides their family assistance role PIA Volunteers are also being trained inbasic rescue, elementary fire fighting and first aid to injure to prepare them inresponding to natural disasters, earthquakes, fires and day to day accidents aswell.

The Emergency Response Facilities at Head Office include the soft datastorage of teams and volunteers. An organized call back system for contactingthe affected families is also being devised.

Right after an accident ERP activities start at the station concerned with theimmediate notification to Rescue, Fire & Emergency Services, and PIA / GHA

Team Members who start handling of victims at lounges, hotels and hospitalsby utilizing local resources.

Station where accident has taken place or station nearest also informsSituation Room Karachi who triggers a notification to all Emergency TeamMembers through PIA Contact Centre. Emergency Response Centre startsfunctioning within 30 minutes of notification and members of ERC Teamcomprising of senior executives immediately respond in an organized andcoordinated manner. Simultaneously Members of Field Team also report inERC and get briefing of the situation and start preparing to leave for the site of


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accident within 3 hours. In the meantime Media Response Team issues thefirst press release within 1 hour and arrange for Managing Director ’s PressBriefing.

11.2 Responsibility of Airline

Responsibilities of the airline in the event of Major accident are:

i. Ensure welfare of passengers and crew.ii. Report accident to Civil Aviation Authority (CAA) Pakistan.iii. Coordinate release of Information and Evidence to the Authorities.iv. Receive the uninjured passengers and crewmembers.v. Receive meeters and relatives.

vi. Provide assistance to family members.vii. Assist and inform the Next of Kin of passengers.viii. Preserve of evidence.ix. Technical Support to the accident site.x. Liaise with the interrogating authorities.xi. Preserve of passenger and company property.xii. Inform to the general public.xiii. Aircraft wreckage removal.xiv. Notification to the insurance under writers.

11.3 Rules and Regulations Governing Aircraft Accident

i. Foreign Carrier Act (USA)ii. NTSB (Family Assistance Act for USA based Airlines and airlines from

other countries operating into USA)iii. Local Civil Aviation Authority (Local Requirements)iv. IATA – ERPWG Naming Convention for Emergency Plantsv. IATA Ground Handling Agreement (How to Order)vi. IATA Airport Handling Manual 2004 – Chapter: Emergency Proceduresvii. IOSA (IATA Operational Safety Audit Requirements)viii. JAA JAR-OPS “Accident Handling – Airline” ix. ICAO Airport Services Manual, Part 1 Rescue Fire Fighting, Part 5

Removal of Disabled Aircraft, Part 7 Airport Emergency Planningx. ICAO Circular on Guidance to Support Victims of Aircraft Accidents

xi. ICAO Annex 13 “Accident Investigation” &xii. Federal Family Assistance Plan for Activation Disasters (2000)


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11.4 PIA Emergency Response

11.5 Emergency Response Centre (ERC) Safety Building

A proper Emergency Response Centre is established and being maintained atPIA Safety Building (first floor), PIA Head Office, Karachi. It is well equippedwith the required Operational Room, Media Room, Emergency Call Centre, ITSupport, and Televisions for News Channels, Multimedia Projectors, andrecording facilities, Fax Machines, Smart Board, World Map, Google Earth,

Communication Facilities and Emergency Kits etc

11.6 Training & Exercises

11.6.1 Training

Team Members and Volunteers go through the training courses in their specificareas. Area / Team Heads organize the initial training courses and refreshersin coordination with ERP Section.

Managing Director

Emergency Director

Situation Room

Tele EnquiryCentre

Family AssistanceCentre

EEmmeer r ggeennccyy RReessppoonnssee CCeennttr r ee ((EERRCC))

Station EmergencyCoordination Room(Station / Station Nearest)

Field TeamERC TeamSAT Centre


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11.6.2 Exercises

Training & Testing exercises / drills for ERC Team, Field Teams andVolunteers / Scouts are organized at Head Office by the ERP Section. A fullscale exercise is conducted after two years besides exercises of different units.Different departments and stations conduct periodical in-house exercise incoordination with ERP. Periodic rehearsals are conducted on all station of PIANetwork, once in two years.

After the exercises and actual events “de-briefing sessions” are be conductedto discuss the plus points and shortcomings. Preventive actions suggested inresult of these sessions shall be communicated to the concerned activityheads, and implementation will be followed up accordingly.

11.7 Emergency Response Manual (ERM)

11.7.1 Emergency Response Manual enables the user to respond immediately andeffectively to a PIA aircraft accident or incident. The manual is designed toprovide guidance for PIA Emergency Response Team Members to mobilizeand act to the highest level in order to fulfill our responsibilities as an airline.

11.7.2 Emergency Response Teams consist of PIA employees from severaldepartments, which are led by the Emergency Director.

11.7.3 Manual is a part of the PIA Emergency Response Plan and is designed to

assist PIA and Ground Handling Agency staff in the handling of an aircraftaccident or high profile incident.

11.7.4 The objective of the Emergency Response Manual (ERM) is to:

a) Introduce the Emergency Response Team Members to the PIAb) Emergency Response Plan (ERP).c) Enable Emergency Team Members to react effectively to an

Emergencyd) Team mobilization in order to:e) Ensure Passenger and Crew Welfaref) Protect Passenger and Crew Members Property

g) Protect PIA Propertyh) Ensure Good Image of PIA

ERM is available on PIA Intranet for the reference and guidance

11.7.5 The manual is designed to enable every Team Member to begin work in hisparticular function, start liaison with other employees within PIA and with allrelevant agencies.


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11.7.6 The ERM contains checklists for specific functions, which are assigned to PIAEmployees, as well as Managers of Ground Handling Agencies. It is essentialthat an Alternate person be assigned to every Team Member position and thatthe Alternate is able to fully perform the function in the absence of the PrimaryTeam Member.

11.7.7 At PIA Line Stations, our Station Heads with their staff will immediatelyrespond, to fulfill local responsibilities at the Station Nearest to the AccidentSite, and the Departure and Arrival Stations. At Stations, where services areprovided by one of our Ground Handling Agents, initial response will beperformed by local Ground Handling Agency staff until relieved by Field Team.

11.7.8 PIA employees, who are not on the Emergency Response Teams, can

contribute to meeting our responsibilities as an airline, by ensuringuninterrupted normal operation in all areas of the company.

11.7.9 With combined efforts of all of us, we shall meet our responsibilities andcontinue to demonstrate our dedication to safety and welfare of our passengersand employees.

11.08 Agreements with External Agencies

PIA has entered into agreements with External Agencies to utilize theirresources for PIA at the hour of need. Further it also provides its emergencyservices to other airlines and organization.

11.09 Emergency Response Teams

11.09.1 ERC Team

Stays at Airline Emergency Response Centre (ERC) and provides support tothe Field Team, Station Nearest, Special / Family Assistance Teams and to Accident investigation activities. This team exercises the central command forthe overall coordination of external and internal information, communication,and response at all locations.

11.09.2 Field Team

Proceeds into activity of the accident site or station nearest, to provide supportto the station, liaison with agencies, and represent the company at the accidentsite, Airport Emergency Operation Centre (EOC managed by PCAA) andFamily Assistance Centres.

11.09.3 Station Team

Stays at the stations to coordinate with the ERC team at Head Office and toexecute specific responsibilities related to uninjured passengers, relatives and


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other family assistance matters; including transportation, boarding, food andreturn of personal belongings. Providing full support to Field Team also falls inthe purview of Station Team’s functions.

11.09.4 Special / Family Assistance Team

Special / Family Assistance Teams deal with the inquiries from public, survivorsand their families develop official passenger manifest and coordinates with theNext of Kin notification or immediate family (Next of Kin) member.

11.09.5 External Teams

Different organizations and teams also provide emergency response support at

various stations and these should be the part of Station Emergency Plans.

11.10 Callout Process

On receipt of the emergency notification, Flight Control Manager will classifysituation as Category “A” or Category “B” requiring the appropriate response.

The initial category assessment will be made by the Situation Room.

11.11 Categories of Accidents & Incidents

This manual is primarily applicable to accidents or incidents that occur whilethe aircraft is “In operation” (ICAO Term).

“In Operation”

Means: "The period of time during which a crew member or passenger, boardsaircraft with intention of flight, until such time as all persons have disembarked”. Accidents and Incidents falling within "In Operation" are considered Aircraft Accidents or Incidents respectively.

Accidents falling outside this definition are considered Ground Accidents. Tofacilitate appropriate alarm and response procedures within PIA, a

categorization system for accidents and incidents have been adopted.Checklists for all Emergency Team Members, Stations and Ground Handling Agencies are applicable to both for Category "A" or Category "B" type ofresponse.

11.12 Classification of Emergencies & Accidents – “A” OR “B”

11.12.1 Category “A”


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An aircraft accident resulting in Fatal and / or Serious Injury to one or severalPassengers and / or Crew Members, and / or resulting in substantial damage tothe Aircraft and / or Property (Company and Third Party) is classified aCategory "A" Accident.

a. Major Aircraft Accidentb. Missing Aircraft (Fuel Exhausted)c. Hijacking

Category A will require full and immediate activation of PIA “EmergencyResponse Plan.”

11.12.2 Category “B”

Airborne Emergency or High Profile Incident. Any type of emergency conditionwhile Airborne or on Ground in which Assistance or Guidance to Flight Crewbecome necessary, such as:

a. Aircraft accident (other than a major aircraft accident or missing aircraft)b. Bomb Threatc. Emergency & Accident to Mutual, Code Share or Charter airlinesd. Ground Accidents: A major ground accident that results in substantial

damage to company property or life or serious injury to personnelcaused by disaster, fire, explosion or mishap, jet blast damage or injury

The initial category assessment will be made by Flight Control

On receipt of an emergency notification, Situat ion Room wil l classi fyemergency, depending upon situation as:

“Category A” will entail a ful l and immediate emergency respo nse by PIA ,

Or

“Category B” , will require assessment prior to the level of emergencyresponse to be decided. Emergency Director is informed, who in consultationwith Managing Director/Key Directors or GMs will decide the level of ERCactivities.

Emergency Director may decide in consultation with key Directors/GMs tomobilize Emergency Response Teams for other potentially serious or highprofile incidents, especially where Welfare of Passengers and Crew Membersare to be ensured (Hotels, transportation after an unscheduled landing etc). Also, where potentially the Company Image, News Media Relations and LegalProtection of PIA may become an issue, and need to be protected. Accordingly, level of the ERP activation for ground accidents or otheremergencies will also be decided by the Emergency Director.

Note: Refer PIA’s ERP manual for detailed procedures.


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