Emergency Response Plan

Module 10

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Module objectives
At the end of this module you will be able to:
1. Structure and develop an ERP
2. Recognize that an ERP is "a living document" and must be maintained,
updated, communicated

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Exercise: emergency response plan
 Why is a good ERP really necessary?
 What should be included in an ERP?
 When shall an ERP be used?

 Dot list is sufficient

 Time: 10 m

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ERP manual (IOSA Standards and
Recommended Practices)
ORG 4.1.1 The Operator shall have a corporate emergency response plan
(ERP) for the central management and coordination of all activities should it
be necessary to respond to a major aircraft accident or other type of adverse
event that results in fatalities, serious injuries, considerable damage and/or
a significant disruption of aircraft operations. [SMS] (GM)

ORG 4.1.3 If the Operator has Individual departmental or station

emergency response plans within the organization, the Operator shall
ensure such individual plans are coordinated with the overall corporate
emergency response plan under the ERP manager. (GM)

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 National Regulations, ANO 19 Appendix 1, Provision 1.4
( ERP is one of the elements of SMS)

1.4 Emergency Response Planning and its Coordination

1.4.1 The Service Provider and the Operator required to establish and maintain an emergency response
plan for accidents and incidents in aircraft operations and other aviation emergencies shall ensure
that the emergency response plan is properly established and coordinated with the emergency
response plans of those organizations it must interface with during the provision of its products
and services. The Emergency Response Plan (ERP) shall ensure:
a) Orderly and efficient transition from normal to emergency operations;
b) Delegation of emergency authority throughout the organization;
c) Designation of emergency entities;
d) Assignment of emergency responsibilities during an emergency;
e) Coordination of efforts to cope with the emergency;
f) Coordination of the service provider’s emergency response plans with the
emergency response plans of the other organizations it must interface with
during the provision of its services, and
g) Safe continuation of operations, or return to normal operations as soon as possible.
 National Regulations, ANO 19 Appendix 1, Provision 1.4
1.4 Emergency Response Planning and its Coordination
1.4.2 The Service Provider and the Operator required to establish and
maintain an emergency response plan for accidents and incidents in
aircraft operations and other aviation emergencies shall designate a
manager who will be responsible for implementing and maintaining
emergency response plan.

Note.- Service Provider/Operator may outsource its emergency

response plan. In that case, Service Provider/Operator shall retain the
ultimate responsibility for the effectiveness of the emergency response plan.
Contents of a corporate emergency plan
Guiding
Definitions,
principles, Applicability and General alarm
glossary,
objectives, occurrences plan
abbreviations
policy

Facilities and Mission, tasks, Telephone

Teams
infrastructure checklists enquiry center

Special
Assistance Team

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Contents of a corporate emergency plan

Crisis Station
Go-Team Investigation
communication response

Post Training and Business

emergency Agreements exercises, continuity
organization audits plans

Appendices

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Manual administration
 Document approval
 List of effective pages
 Revision
 Revision procedure
 Distribution

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Introduction to ERP
 Guiding principles
 Objectives of the airline's Emergency Response Organization
 Focus and priorities
 Proficiency in planning and response by teams and individuals

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Applicability and occurrences
 Applicability
 Conditions for the activation of the ER Organization
 E.g. own AOC involved
 E.g. ow n flight number on a code share partner's flight
 E.g. substitutions

 Occurrences
 Definition of occurrences
 E.g. aircraft accident
 E.g. overdue or missing aircraft
 E.g. . non-aviation involving own airline

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General alarm plan
 Individuals or units empowered to trigger the alarm
 Individuals or units to be notified
 Alarm priority
 Substitutes
 Alarm system
 Automated system
 Manual system
 Alarm drills
 Responsibility
 Frequency

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Facilities and infrastructure
 Description of facilities and location
 Command centre facilities
 Facilities tor humanitarian response
 Facilities for media team
 Telephone Enquiry Centre facilities
 Infrastructure
 Set-up
 Communication
 Responsibility for operational readiness
 Equipment drills

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Teams
 Teams assigned for duties at
 Command centre
 Back offices
 Special assistance team
 Media centre
 Go-Team
 Telephone Enquiry Centre
 Local Emergency response team

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Mission, tasks, checklists
 Mission
 Overall goal of the specific function
 E.g. «carrying out the internal and external communication»

 Tasks
 Tasks derived from mission
 E.g. «periodical update of website and dark page »

 Checklist
 Prioritized checklist
 E.g. «publish confirmation of the event on twitter»

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Checklist crisis management team leader
 Set strategic direction and response objectives during an activation of the Crisis Management
Centre and the team
 Brief and consult the Director of Operations and/or Chief Executive on major issues as
appropriate and necessary
 Ensure all attendees have completed their actions as listed on their departmental checklists.
This must include their call-out cascades
 Consider activation of telephone enquiry centres (locations) and also deploying a Relief
Aircraft after consultation with the affected airport
 Brief the Director of Operations and/or Chief Executive on the latest situation
 In the event of an incident involving a Partner airline's aircraft, ensure that appropriate liaison
is established with the relevant airline and that any relevant business interests are
considered. Updates to Partner Airlines should be at least every 2 hours
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Telephone Enquiry Center (TEC)/Call Center

 Organization providing TEC function

 Own unit or team
 Contracted organization
 Facilities, location, «owner», updating
 Information flow
 Incoming calls on toll-free number
 Outgoing calls
 Recording of data (forms)
 Call templates
 Alarm plan

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Special assistance teams (SAT)
 Humanitarian Response provided by
 Own unit or team
 Contractor
 Groups according to:
 Duties regarding «face to face»
 Duties regarding «support»
 Duties regarding «SAT in Go-Team»

 Facilities, location, material, stand-by facility

 Alarm plan

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Crisis communication
 Crisis communication provided by
 Own unit or team
 Contractor
 Groups according to
 Spokesperson duties
 Support team duties

 lnformation concept
 Facilities, location, material, stand-by facility
 Alarm plan

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Go-Team and Investigation
 Go-Team
 Descriptions in module 7
 Investigation
 Composition of the investigation team
 Qualification requirements
 Reporting level
 Material

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Station Emergency Response Plan
 Initiate action plan
 Checklist for station accident coordinator
 Assignments as required by generic Airport ERP
 Information flow and coordination requirements
 Within own station
 From/ to head office
 From/ to other local organizations involved
 Media relations
 Alarm plan

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Post emergency organization
 Organization
 Mission of the organization
 Mission of the leader
 Mission of the members
 Reporting level
 Coordination with insurance
 Legal issues

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Coordination with insurance
 Submit expenses to insurance company for refund purposes
 Family member travel, hotels, meals?
 Medical costs? Mental health?
 Staff travel, hotels, meals?
 Supplies and equipment required for response?
 Vendor fees? Agency expenses?

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Agreements
 Agreements for .. .
 Telephone enquiry centre
 Media relations
 Humanitarian response
 Personal effects handling
 with . ..
 Airlines
 Airports
 Contractors

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Training, exercises and audits
 Initial introduction event for new team members
 Refresher and advanced training for all groups and individuals
 Initial, refresher and advanced training for members of the each member
of each team

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Training, exercises and audits
 Local station emergency training for station managers and deputies
 Alarm drills
 Table top exercises
 Internal ER quality audits

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Appendices
 Internal contact list
 External contact list
 Templates, e.g.
 logbook
 aircraft data
 crew data
 briefing agenda
 notification fact sheet
 media briefing sheet
 Forms
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Responsibility for the ER Manual
 The emergency response manager is responsible for:
 The development of the plan
 The distribution of the plan
 The implementation of the plan
 The maintenance of the plan
 The relevance of the plan with regards to the operation

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Handouts
 Airport Handling Manual
 AHM 619 Guidelines for producing Emergency Response Plans
 Corporate Emergency Response Manual
 IATA Handbook Section 2

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Progress check
 Can you restate the module objectives?
 How confident do you feel in reaching those objectives?
 Do you have any questions, concerns?

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Questions?

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