Crisis Management for the Aviation - Literature review Example

1 Introduction The main purpose of the Special Assistance Team (SAT) would be to assist the firm in case of an emergency that is an airline accident. The work of this task force would begin if there were an airline accident. Their purpose would be to form a linkage between the passengers, their families the Airline, hotel, hospitals and making sure that they assist in every possible manner. A team of 250 employees is required because there are many departments required for the SAT team. Within the SAT team, there is a need for an emergency team, which will be making all strategic decisions for deploying the emergency teams. It will also make all the financial decisions along with raising funds for the team etc. there will also be a human support team which will give psychological support and immediate relief to the passengers, crew and their family members of the victims. Moreover, according to Kashurba (2002), supervisors and two directors would also be required to manage the teams so that the team may be able to work in the most efficient manner. 1.2 Recruiting Since there are 57 volunteers already in the firm, preferences would be given to them. This is because they completely understand what SAT will be doing and what sort of work is required from them. However, all of them will not be selected for the job and will be scanned to observe whether they fit the criteria or not. More individuals should be motivated to volunteer for the SAT team. As Balakrishnan (2011) suggests, bonuses, better salary package, extra hours compensation, travel expenses etc should be given so that more people from the firm may be attracted to volunteer. 1.2.1 Bonuses In order to attract more internal employees for the team, the firm should announce bonuses for heroic work. Moreover, according to Hatty and Hollmeier (2003, pp.51–55), performance management programs would be in place so that bonuses should be given to those performing better than the others. I additional, the employee would also get an annual bonus apart from the salary. 1.2.2.Medical/transport/housing The firm would provide medical coverage for the employee. This, as Cole (2006, pp.1257–1266) explains, would attract more employees from the firm. Many employees require transportation in which case the employees would be provided with company transportation or transportation allowance where there is a genuine need (John, 1978, pp.1004-8). 1.2.3 salary structure The salary structure of the SAT team would be defined and above the industry average. This according to Guzzo (2004, pp.307-338) is because the firm aims to get the best people on board for emergency purposes. There would be an annual increase of 15% in the salary structure. 1.2.4 Loans Loans may also be provided for the employee’s especially educational loans and those wanting to study further. Housing loans may also be given at a reasonable interest rate (Wen, 2002, pp. 194-198). But the team needs 250 team members in all which are essential for 38 aircrafts flying to different global regions. Thus as Lewton and Rosenthal (2004, pp.186–194) suggest, such motivational compensation would attract more employees from within the firm to volunteer for the SAT team. In case the internal employees do not volunteer further, such motivation may attract prospective employees from external sources. However, to approach new employees several methods may have to be adopted. 1.2.5 advertisements Advertising for the job position through different mediums like classified adverts in newspapers and the Internet are good ways of attracting new employees. 1.2.6 the screening The first part of the screening should be done online where the candidates submit their CV and profile. Since it is expected that people would apply in large numbers, it would be wise to conduct online initial screening. Those selected, should then be called for personal face-to-face interviews. This according to Spencer, Coiera and Logan (2004, pp.268–273) is because their job would be very critical and it is essential that the person is capable and in control which can only be gauged via personal screening. 1.2.7 Emotional test Since this team is for SAT, the employees have to deal with enormous stress and be emotionally strong enough to help the victims instead of creating panic attacks among them. Moreover, they also have to deal with their friends and family and make sure they are calm enough to be able to calm the rest of them (Goldman, 1988, pp.652–653). Thus in the recruiting process, the emotional strength of the individual should also be tested by giving them a few stress related tests. 1.3 Training Training is an essential part of the SAT team. This is because just volunteers are not enough as the accident situation will be a traumatic experience and the team has to be trained well so that it can take control of the situation and help the victims. 1.3.1 Basic standard training The basic standard training established by the law is essential for the team members. Even those members that will not be at the accident area will be required to receive the training. This is because in case there is a requirement for more team member to help, then help can be immediately sent. Moreover, Bringleson and Pettitt (1995,pp. 728-732) add that the basic knowledge is a prerequisite for the employees to join the team. Such training will prepare the new team for what is to come and how to handle the situation well. 1.3.2 training to control media Media plays a crucial role in an accident situation. The team members have to be trained to deal with the media in such a situation so that they are able to handle them tactfully without offending them and at the same time retaining their priority to rescue or help the victims and their family members. The team members would also be trained to disseminate the information keeping in view the best interest of the public so that the media doesn’t blow things out of proportion and create panic unnecessarily. Moreover, the team will ensure that the list of passengers is not given to the media immediately and that the family members are informed before the list is released. 1.3.3 Six-monthly training The employees will be trained every 6 months to update their skills and to make sure that they are up to date on all aspects. Local emergency procedures will be briefed and the team would be taught how they have to respond when a local emergency occurs. However, if the flight is travelling to another destination, and the emergency occurs, the SAT team will be immediately dispatched to help in the situation. Moreover, this 6 monthly training will also ensure that the training is within the standard established that they need to comply with. 1.3.4 Psychological training The team members will also receive training how to give psychological help to the victims and their families. However, this will only be basic and if there is a requirement for treatment, then the team shall work in conjunction with the medical team that provides Mental Health services so that the patients may be treated properly. Kajko (2005) explains that the purpose of the team’s training in this regard would be to make sure that the victims receive the right first aid treatment and that they are referred to the right professional in the medical team. 1.3.5 first aid training The team shall also receive first aid training. This is because many times the team members may be required to give immediate first aid. This is essential because the victims’ lives may be saved if given the right first aid at the right time. Waiting for paramedics may waste time and may not help some victims to survive. The teams should be given basic first aid training so they can at least assess what is wrong with the individual and what sort of medical aid he requires (Spencer, Coiera and Logan, 2004, pp.268–273). 1.3.6 communication skills It is important to train the staff how to communicate with the victims and their families. When the victims are in an accident, it is important that they remain calm and to let them know what is going on. In case of deaths in an airline accident, the team has to be skilled enough to communicate their loss in the most appropriate manner and to give out the correct information to them. 1.3.7 passengers Injured passengers will be treated in the hospital and their information etc will then be under the hospital and not the SAT team. The SAT will make sure that the passengers reach the hospital safely and keep coordinating with the hospital. In case of deaths, the SAT will help the family members recognise their respective relatives and depending on the situation, allow or not allow the family members at the accident site. 1.4 Exercise 1.4.1 physical exercise The team members should be well trained and physically fit to be able to conduct this responsibility. 1.4.2 emergency exercise The team members should undergo the exercise of an actual trauma situation so that they are well prepared when they have to face the real situation. Thus to do that an emergency situation should be fabricated so that they are accustomed to the drill. This drill is important because the coordination and the real time required for a rescue situation may be assessed (Spencer, Coiera and Logan, 2004, pp.268–273). Moreover, such a drill will ensure that every team member understands his duty and there is perfect coordination between the different departments and external help like the hospitals, medics and media etc. in addition, such a situation will also ensure whether the team workers are willing to work in a real situation or not. 1.4.3 emergency exercise planning Such an exercise has to be planned properly and in coordination with all the related departments. The planning of such an exercise has to be conducted at least two months beforehand so that it is as close to the real time scenario as possible. 1.4.4 exercise reporting Once the exercise has been executed, a report should immediately be made on such a drill so that all the mistakes made by the different team members may be noted. Moreover, the timing should be taken and improvements should be made in the areas where the team is lacking. If required additional training should be executed so that the team is in top shape and ready to face accident scenarios and catastrophes (SAS, 2005). Conclusion To formulate the SAT, it is essential that they be recruited carefully keeping in mind the requirements for the team. This team should be divided into different segments under directors. They should also undergo stress test when being hired. They should be given the right motivation to attract more internal and external candidates. Their training and exercise would be as per the requirements and they should be recurrent so that the team is up to date and fully prepared. References Kashurba, G. (2002). Courage after the crash: Flight 93 aftermath: an oral & pictorial chronicle. SAJ Publishing Balakrishnan, M. (2011). "Etihad Airways: reputation management – an example of the Eyjafjallajökull Iceland volcano", Emerald. Hatty, H and Hollmeier , S. (2003). Airline strategy in the 2001/2002 crisis—the Lufthansa example. Journal of Air Transport ManagementVol.9, no. 1.pp.51–55. Cole, E. (2006). The culture of a trauma team in relation to human factors. Journal of Clinical Nursing. Vol. 15, no.10, pp.1257–1266. John, D. (1978). Emergency mental health services during and after a major aircraft accident. Aviation, Space and Environmental Medicine; Vol.49 (8): pp.1004-8. Guzzo, R. (2004). TEAMS IN ORGANIZATIONS: Recent Research on Performance and Effectiveness. Annual Review of Psychology. Vol. 47: pp.307-338 Wen, L. (2002). Emergency Medical Preparedness and Response to a Singapore Airliner Crash. Academic Emergency Medicine. Vol. 9, no. 3, pp. 194-198. Lewton, E and Rosenthal, M. (2004). Communication failures: an insidious contributor to medical mishaps. Acad Med. Vol. 79(2). Pp.186–194. Spencer R, Coiera E, Logan P. (2004). Variation in communication loads on clinical staff in the emergency department. Ann Emerg Med. . Vol.44. pp.268–273. Goldman, B.(1988). "A plane just crashed": medical teams must be able to improvise. CMAJ. Vol. 138(7). Pp.652–653. Bringleson, L and Pettitt, M. (1995). Applying Airline Crew Resource Management in Emergency Medicine. Proceedings of the Human Factors and Ergonomics Society Annual Meeting. Vol. 39, pp. 728-732, Kajko, M. (2005). Emergency procedures at SAS, Technical Report, 2005-024, DSV, Stockholm University/KTH, Forum 100, SE-164 40 Kista, Sweden. SAS (2005): Scandinavian Airline Systems (SAS). Accessed on 8th Feb 2012. Available at: www.sas.se. Read More