AON

Aviation Seminar
8th September 2016

An Introduction to Incident Response

Abigail Pollard, Managing Director

Blake Emergency Services

© Blake Emergency Services Ref: AON-080916

 Who Are Blakes?

 Trained Incident Response Team – over 600 worldwide

 Independent & privately owned family UK company

 Continual Team training & professional development

 Aviation and funeral service background

 Dedicated incident experienced Directors and Managers

 30+ years of International incident response planning &

training

© Blake Emergency Services Ref: AON-080916

 What do we do and who do we do it with?
 Respond and assist our Clients following accidents anywhere
across the globe, large or small.

 Emergency Response Procedures

 From scratch
 Update and maintain
 Prepare for audit

 Training and Exercising

 Strategic Level – Crisis Management Team
 Tactical Level – Local Information Control Centre, Incident Manager
 Operational Level – Operations Control, GO Team, Welfare Team etc

 Work with airlines, executive jet operators, helicopter

operators, airports, shipping companies, local authorities,
government bodies, underwriters, insurers, reinsurers and
brokers
© Blake Emergency Services Ref: AON-080916
 Examples of Blakes Incident Experience

Family Assistance Media Support

Family Liaison Media Call Centre
DNA Sampling Counselling
Emergency Call Centre Standby for FIFA World Cup
Advising Client’s Management Team Management Support to Client
Advising the National ID Commissions Assessment Team & Oversight Role
Victim Identification Repatriations
Personal Effects Processing Mass Burials
Cremation Pyres Memorialisation
Assessment Teams Mortuary Equipment

© Blake Emergency Services Ref: AON-080916

 Blakes Incident Locations
Brazil
Cyprus Cuba
Eire
Afghanistan
Canada
Norway Morocco Cameroon
Ukraine
Indonesia Spain Nigeria
Congo Czech
China Namibia
Republic
Scotland
Iraq France Sri Lanka
Sicily Thailand
Mozambique Mali South Africa
Comoros
Nauru
Lebanon Belgium
Channel Islands
UK Uganda Italy
Germany
Tanzania

© Blake Emergency Services Ref: AON-080916

 It’s been a long day and you’re glad to get to bed…

On Saturday you are off on holiday for a few days

with the family…

It’s 2am and you’re thinking about the meetings

tomorrow…

The phone rings…..

© Blake Emergency Services Ref: AON-080916

 Incident Location

©BlakeEmergencyServices
 Swamp
 Deep Sea
 Coastal
 Built Up area
 Jungle
Internet Library – www.bbc.co.uk
 War zone

Internet library

© Blake Emergency Services Ref: AON-080916

 Incidents have a dramatic effect on
people…

How a company responds and cares for

those people affected is of paramount
importance.

© Blake Emergency Services Ref: AON-080916

 The Barrage of Questions
What
Where Trust
Sanctions Security Information
Knowledge Why
Business Control
Duration
Continuity Insurance
Survivors
Access to the site Fatalities
Finance
Local Facilities Experience
Communication Help
© Blake Emergency Services Ref: AON-080916
 Where to Start?

© Blake Emergency Services Ref: AON-080916

 Telephone Calls

 Possibly 8,000 – 10,000 calls in a 24 hour period.

 Family, media, general interest, other types of

enquiry.
 Switchboard? Reservations? Emergency Call
Centre?

 How are the calls handled?

© Blake Emergency Services Ref: AON-080916

 Media & Social Media:
Help or Hindrance?

© Blake Emergency Services Ref: AON-080916

 Transportation and
Access to Site
©BlakeEmergencyServices

© Blake Emergency Services Ref: AON-080916

 Incident Management
Site Security

Who will be responsible for the security of the

site?

 Police  National Guard

 Army  The airport
 Local Security  The airline
Company

© Blake Emergency Services Ref: AON-080916

 Working with
the Authorities
 Visas and work permits

 Notifying the Next-of-Kin

 What is the airline or their service provider allowed to

do?

 Who is involved and what are their responsibilities?

 Building relationships

© Blake Emergency Services Ref: AON-080916

 Families and Friends
 What, if any, are the Regulatory requirements in the
State of Occurrence?

 Establishment & Staffing of Family Assistance Centre

 Interviewing of family members

 Sharing of Information with Families

 Escorting and accompanying families and friends
© Blake Emergency Services

© Blake Emergency Services Ref: AON-080916

 Survivors: Uninjured

 How many are there?  Ground or aircraft casualties?

 Who are they?  Next of Kin?
 Where are they?  How can we help them now?
 Contact details?

© Blake Emergency Services Ref: AON-080916

 Survivors: Injured

 How many are there?  Ground or aircraft casualties?

 Who are they?  Adequate hospital facilities?
 Where are they?  Medivac required? Where to?
 Extent of their injuries?  Next of Kin?

© Blake Emergency Services Ref: AON-080916

 Incident Management
Body Recovery

 Who will be responsible for recovering the fatalities?

 How long will it take?
 Where will they be taken to?
 Do we know how many there are?
 What condition are they in?
 When will the site close?

© Blake Emergency Services Ref: AON-080916

 Fatalities

 Where will the deceased be cared for?

 What are the facilities like at or near the accident location
for the care of fatalities?
© Blake Emergency Services

© Blake Emergency Services

© Blake Emergency Services

© Blake Emergency Services Ref: AON-080916
 Identification Process

 Visual
 Distinguishing Features
 Dental
 Fingerprint
 DNA
 Secondary evidence

© Blake Emergency Services Ref: AON-080916

 Repatriations

 How many releases of Remains?

 Dignified Preparation
 Religious Customs
 Liaison with Embassies and Consulates
 Documentation
 Cremations or burial in country

© Blake Emergency Services Ref: AON-080916

 Personal Effects

 Recovery

 Inventory
 Photographing
 Sanitisation & Cleaning
 Re-Photographing
 Association
 Return or disposal

© Blake Emergency Services Ref: AON-080916

 Memorialisation

Things to be considered when talking about constructing

a memorial:
 How many
 Location
 Names
 Wording
 Style
 Religion
 Cost
 On-going Maintenance

© Blake Emergency Services Ref: AON-080916

 Therapeutic Support

 Short term counselling

 Longer term counselling
 Debriefing
 Survivors non-hospitalised and hospitalised
 Crew
 Next of Kin
 Others within your organisation
 Incident Responders
 Incident Responders’ family

© Blake Emergency Services Ref: AON-080916

 To Help You Cope with an
Incident 1
Things to do Now:

 Know and ensure adherence to the regulatory requirements in

the countries you operate to in respect of Family Assistance
 Well documented and regularly tested procedures should be in
place.
 Regular training and exercising of staff in those procedures.

 Work with the authorities to be prepared.

 Get involved in the Airports you operate to.

© Blake Emergency Services Ref: AON-080916

 To Help You Cope with an
Incident 2
Things to Remember if it Happens to You:

 Your training,

 Your response to the accident is being watch and judged,

 Work professionally yet with compassion and empathy,

 Keep the families informed,

 Keep your Insurance Brokers, the Underwriter’s Solicitors

and your Underwriters informed,

 Respect.
© Blake Emergency Services Ref: AON-080916
 Thank you for your time.
Blake Emergency Services
Head Office Details
Tel: +44 (0) 1298 815786 (24hrs)
Fax: +44 (0) 1298 815381

info@blakeemergency.com
www.blakeemergency.com
24 Hour Regional Telephone Numbers:
Australia: 1300 306 292 India: 000800 440 2019
South Africa: 0800 983943 USA: 1888 556 9889
© Blake Emergency Services Ref: AON-080916