Aviation Crisis Management - Coursework Example

Crisis Management Introduction Most people believe that air travel is the safest mode of travel. Nevertheless, accidents do happen irrespective of transport means an individual uses. Airline accident is an actual crisis and the worst nightmare for every airline. Consequently, such firms values safety as its fundamental priority (Air France, 2010, p. 4). It is the role of the airline medical department and other departments to coordinate and work together in establishing an appropriate and immediate crisis response. The development of crisis response should be global and encompass scenarios at different locations from the hub and airline’s operation area. Many people have expressed great concern about the compromise of their security and safety while flying (Hodgson, Al Haddad, AlZaabi, and Abdulrahim, 2015, p.28). The manner in which an airline and medical department respond to a crisis mainly influences future of the airline (IATA, 2013, p.6). Therefore, close cooperation between local, international medical and emergency organizations is fundamental. Moreover, regular training and exercises relating to mass casualty situations are essential. Post-disaster medical rescue is usually a complex issue that involves a number of activities including participation of SAT team and other employees within the company who need to work together in achieving the desired results. Transfer, transport of the victims, and coordination of medical rescue forces are essential components of post-disaster medical rescue. Efficient transport and transfer of the victims of such crisis is a post-disaster relief effort that is complicated and challenging. Therefore, reviewing the experiences and lessons after a tragedy is necessary as it can help the airline in improving its response ability especially to future disasters (Xiang-Hui and Jing-Chen, 2014, p.1). Sometimes it is impossible to prevent a crisis. However, it is necessary to apply appropriate measures to minimize the adverse effects (Starosta, 2014, p.255). The Role of the Special Assistance Team (SAT) Activation of the team takes immediate response following any day-to-day emergencies and other occurrences such as aircraft accident. The special assistance team comprises of specially trained individuals who offer compassionate assistance and support to survivors, their families and loved ones after an emergency (ASI, 2011, p. 17). Their role is to link the passengers in the aircraft with their families and with the airline. They are responsible for providing information, making visits to the hospitals, hotels and homes of the affected families to give the required assistance (Hamen, 2013, p. 310). In addition, the activation of this team can occur in cases such as medical emergencies, the rescue of minors stranded by irregular operations and in case of employee accidents and illness. The group should undergo an initial training course backed up with exercises and refreshers courses to ensure they have the recommended skills and knowledge. Functions that SAT should not perform SAT team members are not supposed to perform any counseling and other emotional support services since they are not professional in that field (Austin, 2012, p.11). Their role is limited to coordinate access to the appropriate professional upon request. The Size of the SAT Members the Heidi Airline Should Employ Heidi airline should enhance its emergency response capacity by training 400 special assistance team members. The training will help in ensuring that every outstation has at least 80 SAT members. Heidi airline should assign two SAT members per each family unit preferably (Aviation Security International, 2011, p.17). These SAT members will offer critical support and act as a link between the Heidiairline and the affected families (Balakrishnan, 2011, p. 152). Recruitment of the Special Assistance Team Members Recruitment and selection of employees are fundamental in service companies. Careful recruitment and selection will help Heidi Airlines to reduce the staff turnover and disciplinary problems. The exercise will also help in improving the employee satisfaction. Prior to the beginning of recruitment and selection exercise, it is important to think about the duties and responsibilities of the task and the skills required to perform it successfully (Lincoln & Lashley, 2012, p.25). The recruitment will give the priority to the already available 32-trained volunteers and then offer opportunities to other members from different countries. The recruitment will aim at having a team representative from each continent to eliminate language barriers that may arise. Each member of the SAT team should have completed comprehensive training that includes psychological first aid. Then every individual will have to go through an oral and written interview making it easy to select the most successful individuals to join the team. In addition, the member should be available for the regular practical training and refresher courses Training Syllabus for Special Assistance Team A crisis such as plane accident can happen to any company regardless of the size or type (Taneja, Pryor, Sewell, and Recuero, 2014, p.1). The occurrence of an accident requires the airline to perform critical multiple tasks simultaneously. The event calls for the maximum utilization of the available resources and proper coordination. Therefore, the team should have appropriate skills for them to address needs and concerns of affected passengers and their families. The skills will enable them to handle media challenges successfully while protecting reputation and business of the airline (IATA, 2015, p. 1). It is important to provide care, welfare and support to the affected passengers and their families following the occurrence of an aviation disaster. The need to have properly trained special assistance team is crucial. The reason for having a well-trained team is that the airline owes its passengers a duty of care. In addition, it is the airline’s role to recognize post-traumatic stress disorder in its affected passengers. The airline has a duty to ensure the victims, and their families cope and deal with the adverse impacts of the accident (Regency Management Services, 2015, p. 1). The following training course provides skills and techniques necessary to help the SAT team understand and appreciate Heidi Airline policies and procedures. The syllabus will help the team understand effects associated with trauma and effective ways of communicating with the affected passengers, their family and friends, the emergency services, airport authorities, agencies, and media. The training will consider the special role of the team member in gathering essential information from the families. The information is valuable in establishing the status of the person missing (Kenyon International Emergency Services, 2015, p. 11). The Heidi airline SAT training objectives are as follows Understand the roles, functions and the commitments of a special assistant team member Gain skills to help manage different emotions and challenges Understand how to communicate effectively with the victims, their family, and friends and how to handle the external pressure from the media and other personalities. Syllabus Contents Importance of the family assistance Centre FAC in the organization The role of the SAT member Media management How to communicate with the affected families and friends How to communicate with third party organizations Skills necessary to be a SAT member Outline and the purpose of a centralized family support center Reactions of the victims and families The impact of a sudden trauma Personal care and administration The course will make maximum use of case studies, small and large group discussions and practical role-plays. The training will be both educative and Participative, and it will take the duration of two days. Annual refresher training syllabus Employee training is essential, as it is the key to quality client service and overall operational profitability of the company (Hayes and Ninemeier, 2009, p.9). The annual refresher course aims at ensuring that the SAT members recoup their previous training in the main course. The refresher course duration is one day. The syllabus of the refresher course is as follows. The functions and roles of the sat members Requirements Disaster Preparedness Personal care and administration In addition, the refresher course includes a detailed simulation of the proceedings that may follow an airline accident to prepare the SAT members for an improbable eventuality. The simulation will help the team review and improve their emergency procedures. The crisis management simulation attempts to cover the problems that SAT team may experience following an accident and finally, a discussion and peer review at the end of the event. Case study The case study describes the occurrence of the Spanair accident that occurred in 2008. The aircraft had 172 passengers of which 154 died following the crash. The aircraft crashed immediately after reaching an altitude of 60 meters due to technical problems. On the same day, the Spanair airline spokesman gave a press conference terming the attending of the relatives family as the first priority. The spokesman mentioned in the press that the SAT members were making their way to Madrid to take care of the victim’s family and friends. Chain-of-command during crisis management situations The Heidi airline chain of command starts from the Incident Commander, who performs the function of directing and controlling the personnel and equipment. The Incident Commander also provides the management at the incident site such as public safety and public information. The commander has the responsibility of liaising with outside agencies and disseminating information to the news media. Secondly, the chain consists of the Operations Section Chief, who reports to the Incident Commander directly. The role of Operations Section Chief is to coordinate the operations function at the ground. Thirdly, the chain consists of Planning Section Manager, who coordinates the planning function and reports directly to the Incident Commander. The role of Planning Sector Manager is to organize the resources required at the incident site. Fourthly, the chain consists of Logistics Manager, who reports directly to the Incident Commander and coordinates logistics function. The role of Logistics Manager is to ensure personnel, equipment and materials to support the event are available. Finally, the chain ends with the Finance Manager, who reports to the Incident Commander and coordinates the finance and administration function. The work of the Finance Manager is to track all costs related to the incident, evaluating any financial considerations, analyzing the costs and ensuring proper initiation of reimbursement processes. Special Assistance Team Members’ Deployment Kit The occurrence of a crisis requires for deployment of SAT members anywhere depending on the location of the tragedy. Deployment of the special assistance team may be at the crash site, survivors’ reception Centre, family and friend’s reception Centre and departure airport/arrival airport. Additional sites may include Family Assistance Centre, crew room or in hospitals and victim homes. In preparing for exercise, the Special assistance team members need to have personal items. These are, medication and toiletries, passport and spare photos, drivers license, money and credit credits, spare glasses or contact lenses, sunglasses, inoculation record, alarm clock, and mobile phone and charger. Other items include watch, business clothing, memorial clothes, sleepwear, all weather jacket/sweater, hats/gloves/boots, sunscreen, and insect spray. Documentation The SAT team members are required to have their documentation ready since the deployment may take place to a location further from the workstation. This documentation includes passports, inoculation record, contact and next of kin details, spare photographs for a visa, training records and any assignment restrictions. Inoculations The team members should visit the hospital for key immunizations to protect them in case they are assigned in a different country. These inoculations may include hepatitis A and B, typhoid, polio/tetanus, meningitis, yellow fever, diphtheria, tuberculosis, and rabies. Incentives That Heidi Airline Should Offer To Members of Staff to Encourage Them in Joining the SAT Team Airlines are in the service industry. Therefore, highly motivated employees are of paramount importance to the financial success of the airline (Pilarski, 2012.p.220). The employee attitude towards the management determines the manner in which they are going to offer the services to the passengers. Employee volunteering in important as it develops and enhances employee professionalism and leadership skills (Points of Light, 2013, p. 2).Heidi airlines should encourage the members of the staff to join SAT team by offering incentives such as personal development programs, attractive remuneration, and career enhancement programs Personal Growth Giving employees the chance to grow their skills and expertise will motivate them to take pride in the job. To encourage employees in gaining new skills, Heidi Airline should conduct job training, organize for In-house apprenticeship programs, career planning services, and online skills inventory. It is essential to focus training process on duties and responsibilities to give the employee a view about joining the team. Financial Motivation SAT deployment is irregular, and their activation takes place upon the occurrence of a tragedy. However, once the disaster has occurred, the teamwork exhaustively even in odd hours ensure the victims, and their families are at ease. Therefore, the airline should compensate team members attractively, and this will encourage the other staff in the company to join SAT team. Procedures That Heidi Airline Should Put In Place to Facilitate A Smooth Return to Normal Duties for These Sat Members The way an organization manages a crisis is important since it can help maintain its reputation and minimize impacts of adverse media coverage. In addition, crisis management helps to shore up employee morale and protect business operation (Bernstein and Bonafede, 2011, p.5). Crisis management leadership must come from the top management of the company. After the occurrence of a plane crash, the special assistance team are left horrified and traumatized just like victims, their family, and friends. It is the company’s role to help the team in establishing their usual senses for them to be able to proceed with their routine. Heidi Airlines can adopt the following procedures for such accomplishment Establishment of Trauma Risk Management Function Heidi airline can help the team recover by having a trauma risk management function that formalizes good leadership and personnel policy practice. The function provides an organizational approach to management of employees following traumatic events. Proper utilization of this function can help ensure the involved persons recognize normal psychological adjustment phase as normal. The function will also help in identification of those personnel experiencing a more severe reaction for them to get additional support. The functions have a foremost purpose of improving mental resilience and reduce incidences of chronic psychological or psychiatric adjustment disorders. The function can achieve its intention through early identification of the signs and symptoms of traumatic stress (Military Aviation Authority, 2015, p.12) Group Counseling Group counseling that is not on a clinical basis is important as it gives the team an opportunity to talk and support each other. It enables the counseling team to identify the most affected individuals and take immediate action. In addition, the company should review the highly exposed personnel 2 to 3 months after the crash followed by group review after one year. The review will help the team support each other during the recovery period. Summary The need for airlines to have a strong family assistance program is both an ethical and a moral responsibility. It is also an operational requirement and a growing expectation from the public, stakeholders, lawyers and sometimes a legal requirement. Effective communication is fundamental as it helps the company to survive and recover from a crisis (AIG, 2012, p.4) Poor crisis management irreparably damages the reputation of an airline which may threaten the airlines continued viability. An example of a poor management crisis is that one of a Malaysian plane crash. On the other hand, proactive crisis management protects the airlines reputation and thus increase the overall profitability of the company. References Advisen Insurance Intelligence (AIG), 2012. Aviation crisis management. [online] Available at: Read More