Prepare Your Flight Dept: Family Assistance Response after an Accident/Incident
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1 Prepare Your Flight Dept: Family Assistance Response after an Accident/Incident Moderator: Lisa Swartzwelder, LimitedBrands Presenters: Carolyn V. Coarsey, Ph.D. Family Assistance Foundation Merrilee Morris, Mother of Chad Morris John Averill, Vice President, Insurance Office of America Karena Kefalas, CitationAir, SVP, Human Resources Live Webcast Onsite at NBAA AM&C, Atlanta, GA October 19, 2010
2 Session Overview Carolyn Coarsey: What is Family assistance? Merrilee Morris: A Survivor s story John Averill: The Dollars and Sense of Family Assistance Plans & Mitigating loss Karena Kefalas: The Operator's perspective: How to start and evolve your plan Q&A: Live audience and web audience 3
3 Family Assistance as A Path to Service Carolyn V. Coarsey, Ph.D. Family Assistance Foundation Merrilee Morris, Mother of Chad Morris Washington, DC Month DD, 20YY
4 Evolution of Consciousness in Aviation Accident Response Unconsciousness vs. Consciousness Loss of Power vs. Empowerment From Physical to Emotional Safety 5
5 Chad Morris July 6, 1959-September 8, 1994
6 Unconsciousness vs. Consciousness Defensive Response vs. Proactive Fear-based Management Response Paternal Philosophy toward Survivors 7
7 Loss of Power vs. Empowerment Family Assistance Liaison (Care Team, etc.) Information/Notification Options/Transportation/lodging Memorial Services 8
8 From Physical to Emotional Safety Connection instead of Disconnection Consideration of Long-term Emotional Impact Transcendence 9
9 Risk Management and ERP / FAP Best Practice John Averill, Vice President Insurance Office of America October 19, 2010
10 Agenda IOA Background Establishing the need for a Family Assistance Plan (FAP)? 3,000 Level Integration Strategy and other Considerations 50,000 Level Corporate View of Why Have a FAP Integration with Insurance Coverage and Service Organizations 11
11 Background on IOA Established in 1988, Partnership focusing on risk management solutions. 100% Owned by Partners 10 th Largest Private Property and Casualty Agency in the U.S., 22 Offices, 592 employees. Aerospace Division Consultative Focus (Licensed Consultants and Agents) Business with all Aviation Insurance Companies 13 employees with about 200 years combined experience Largest portion of our clients are 91 and 135 operations 12
12 Establishment of The Need for a Family Assistance Plan? Does your firm have trained personnel to handle multilingual calls from families impacted by a potential aircraft accident? Does your firm have call center capabilities procedures for working with the media, first responders, and family members of loved ones on your aircraft? Is your firm prepared to handle the travel needs of those family members who wish to visit the site of an accident and to handle their needs on site (including an international accident)? Does your firm have the trained resources to provide post accident counseling to those impacted by an aircraft accident and could you manage an accident that impacts any number of members of the public should your aircraft hit a school, shopping center, hotel or other ground structure? Does your firm have trained employees that know how to reach out to impacted family members and provide assistance in helping them through a difficult life impacting accident? Has your firm conducted a practice run of your emergency response plan and rehearsal within the past year to test your organizations ability to respond to the above needs? 13
13 Establishment of The Need for a Family Assistance Plan? Background how survivors typically respond What common corporate objectives exist regarding business continuity. Shareholder value, how does it come into play. Our opinion: A Well Executed Family Assistance Plan is vital to improving an organizations overall experience with a major event. 14
14 Establishment of The Need for a Family Assistance Plan? What will provide assurance that best effort will be extended, new Best Practice Much more than an ERP Provide Business Continuity Conversion of FDAA from 121 to 91/135 Preservation of Corporate Legacy, Learn the hard experiences from others, not at our expense Must Appeal to Highest levels of Organization 15
15 3,000 Integration Strategy and other Considerations How are we going to pull this off?? Build out of Infrastructure Selection of Partner Organization: Experience Infrastructure Ability to Respond Anywhere 16
16 Marginal vs Excellent Considerations Value Proposition: Preparation Event Management Optimized Outcomes Operational Proposition: Preparation Event Management Recovery Period Cost Drivers: Cost of Period is directly related to successful Event Management & Quality of Preparation Death of Employees Loss of Assets Legal Costs Punitive Damages Death of Customers By Stander deaths Loss of Intellectual Capital Cost of mishandling families/survivors 17
17 Excellent Plan Architecture Expertise Excellent Plan + Will Rehearsals + Resources Optimized Outcome Preferred Insurance Pricing Enhanced Insurance Coverage Lowered Legal Cost Best Care of People Preservation of Goodwill Result: Shareholder Value Preservation Doing the Right thing Preservation of Corporate Legacy 18
18 50,000 Level Corporate View of Why Have a FAP Provide Business Continuity Preservation of Corporate Legacy Controlling Hard and Soft Cost Involved with an Event Preservation of Shareholder Value 19
19 Integration with Insurance Coverage and Service Organizations Partnership with Mutual Benefit Fragmented Partners You Policyholder Event Management Firm Insurance Company Family Assistance Plan Asset Preservation Strategy
20 Integration with Insurance Coverage and Service Organizations Partnership with Mutual Benefit Insurance Company Result: Policy Holder Benefits Enhanced Insurance Coverage Financial Support at various levels Event Management Firm Preserved Shareholder Value Doing the Right thing Preservation of Corporate Legacy Family Assistance Plan Asset Preservation Strategy
21 Integration with Insurance Coverage and Service Organizations Insurance Companies View this as an Evolution in Process for 91 and 135 operations: Insurance Companies provide additional coverage for Family Assistance and related expenses Potential to lessen Liability payouts for Insurance Companies Insurance Companies provide financial support at various levels for development of a Best Practice ERP and FAP 22
22 An Operator s Perspective - CitationAir Karena Kefalas, SVP, Human Resources October 19, 2010
23 Agenda Background on CitationAir Why Do We Have a Family Assistance Plan (FAP)? CitationAir s Emergency Response Plan (ERP) Evolution Current State Family Assistance Plan as Part of our Emergency Response Plan Where We Are Today 24
24 Background on CitationAir Started in 2000 as a regional fractional operator Currently 100% Owned by Cessna Operate 83 Citation business jets on an on-demand basis throughout the Continental US, Mexico, Canada, Bermuda, Caribbean, Central & South America Employ 540 full time employees including: 325 full time line pilots 25 in house supervisory airmen 25
25 Why Do We Have A Family Assistance Plan? It s human nature to believe that an accident won t happen to you Therefore, it s not uncommon to find that many operators do not have formal, comprehensive programs Most companies our size have some form of ERP but often without an integrated Family Assistance Plan Our opinion: A Family Assistance Plan is an integral part of a comprehensive ERP 26
26 Why Do We Have a Family Assistance Plan? Not required by law for Part 91, 91K or 135 operators The answer is simple: Taking care of our employees and our customers is core to our Corporate Culture 27
27 28
28 Emergency Response Plan (ERP) Evolution First full-time Safety Manager was hired in 2006 Introduced first ERP Scope of operations was smaller than today Plan was designed to limit liability and introduce the concept of responding to an emergency 29
29 Evolution of the ERP and FAP Complexity grew as our operating footprint grew HR and Safety Team attended many classes that included Family Assistance as part of an ERP NTSB Family Assistance Family Assistance Foundation Symposium NTSB Advanced Skills in Disaster Family Assistance FEI Crisis Management Emergency Response/Family Assistance We quickly realized We didn t have internal expertise in the FAP component of the ERP Lacked adequate man-power 30
30 Key Takeaways of Training Next of kin notifiers must be different from care team members Families must be provided with operational support Cash ($25,000 per family) Hotels and Transportation (air and ground) Support at family s home Logistical matters When should you release the manifest? When should you release the status of a passenger or crewmember? How do you know the media from a family member? How are personal belongings handled? How do different cultures handle grieving? What do you do if an attorney solicits a family member at the site? 31
31 Emergency Response Plan (ERP) Current State Decided to outsource a component of our FAP Interviewed two nationally recognized Crisis Management Consulting firms Hired Aviem International as our crisis management partner Aviem works with Family Assistance Foundation (FAF) for the Family Support portion Both Aviem and FAF trained CitationAir internal staff 32
32 33
33 ERP at CitationAir How does the ERP process start? What does the work flow look like? 34
34 ERP at CitationAir 3 Types of Incidents Yellow Incident Aircraft unable to complete its mission due to a malfunction of any system which COULD impact the safety of crew or passengers Red Incident A major accident that has caused serious injury or a fatality to passengers or crew Blue Incident Non aircraft related event such as bomb scare, fire, security threat, etc., that could impact passengers or crew 35
35 ERP at CitationAir Each type of incident initiates the ERP Red incidents immediately trigger the FAP Blue incidents could trigger the FAP 36
36 ERP at CitationAir All incidents start off as Yellow Typically not enough information to determine otherwise Dispatch department monitors and initiates the start of communication Voice Broadcasting system (VoiceShot) is activated Alert all appropriate ERP participants Work phone Home phone Cell phone Text message 37
37 38
38 What Happens When the FAP is Initiated? 1. CitationAir alerts our Crisis Management Partner (CMP) to prepare their call centers 2. The CMP provides CitationAir with a toll free number for dissemination to media and public 3. CitationAir provides the manifest and updates to the CMP 4. The CMP conducts next of kin notifications Provides private toll free number for Family Support Center 39
39 What Happens When the FAP is Initiated? 5. The CMP s emergency crisis web portal is opened Provides detailed updates to company on status of families Begins logistics process for families 6. The CMP establishes a Family Assistance Center and an onsite Emergency Operations Center 7. CitationAir Operations and Family Assistance Field Teams head to the site 40
40 What Happens When the FAP is Initiated? 8. Operations Field Team works with agencies involved NTSB FAA Local Authorities (local police, fire dept, etc.) 9. Family care team members works with Families Liaison between operations field team, agencies and families Coordinates briefings Provides basic needs Protects families Media Attorneys Insurance Agents 41
41 What Happens When the FAP is Initiated? 10. The CMP provides additional support following a disaster Proper collection and preservation of personal belongings Repatriation On-going survivor support and outreach 42
42 Where Are We Today CitationAir: Has 17 fully trained Family Care Team Members Has 43 fully trained participants in the ERP Runs a minimum of two full table top disaster exercises per year Full technology capabilities to support disaster scenarios Go-team kits Laptops/printers/smart phones Full operational support Cash on hand Internal travel department Full support of our parent company 43
43 Quick Look Back Was integrating a full Family Assistance Plan into our ERP Easy? No, but it can be done no matter what your size It requires: Time Money Support In this industry, being prepared is the right thing to do for our customers and employees 44
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