Online Station ERP Training For GHA and SPV

Air Serbia Emergency Response Planning
EMERGENCY RESPONSE PLAN TRAINING

FOR STATION GROUND HANDLING AND SUPERVISION AGENTS
Agenda
Air Serbia ERP - Basics

Air Serbia Crisis Management Team
Role of the Airports and Ground Handling / Supervising Agents
Air Serbia ERP Kit
On site support
Media handling
AIR SERBIA RESPONSE
Provides support for Persons Directly Affected

(passengers, employees, families, general public)
Coordinates Air Serbia’s efforts with external agencies,

regulatory authorities, support organizations (support
incident and investigation
WHAT IS AIRLINE Meets the legal, financial and moral obligations of the
REQUIRED TO DO? airline
Minimize commercial impact
Aircraft recovery / removal

AIR SERBIA ERP - BASICS
Basic of Air Serbia ERP consists of:
• EMERGENCY RESPONSE
CENTER - Two facilities
equipped with computers,
phones, printers, TV-s. One as
a main Emergency Response
Centre and one backup ERC.
• EMERGENCY RESPONSE
PLAN - developed in ERP
cooperation with internal and BASIC
external subjects. Air Serbia ELEMENTS
has internal Corporate ERP
Manual and Station manuals
for each destination ASL flies.
• GO TEAM - trained Air Serbia
staff who will be sent to the
relevant destination where the
accident / incident occurred.
4
INCIDENT REPORTING
NOC can receive information from various sources:
 GHA / Airport Manager

 ATC ERP
 Pilot in Command BASIC
 Emergency Services, etc. ELEMENTS
Accidents and incidents must be immediately reported to Network

Operations Centre (NOC) at:
Primary Number +381 11 2098360

Alternate Number: +381 11 2098371
5
ERC COMMAND ROOM
(Crisis Management Team)
1. Crisis Director 6. Corporate (Crisis)

Communications
2. NOC Manager
7. Ground Operations
3. Technical
8. Aviation Security
4. Safety
9. Flight Operations
5. Log Keeper (keeping record of
the emergency that will be 10.Corporate Security
examined in fine detail post
accident)
 Civil Aviation Directorate

 Chief Government Affairs and
Representative – regulatory
Relations Officer for Air Serbia –
body might be present
link between the company and state
authorities; may be present in ERC
6
ACCIDENT SITE
7
ROLE OF THE AIRPORTS / GHA / SPV
• The station nearest to the accident site, as well as the arrival and departure airports
will be required to provide the initial response to the emergency until Air Serbia
Emergency Response GO Team arrives at the scene
• Ground Handling Agencies and Supervision Agency ,if any, are responsible to
overlook and direct Air Serbia Response in case of aircraft accident or incident
• Ground Handling Agent and the affected airport will be responsible for the welfare of
the passengers, family, friends and crew on the effected flight, cooperation with
authorities and keeping Air Serbia Emergency Response Center updated
Step 1: Notify emergency services and Network Operation Centre of

Air Serbia
Step 2: Activate Air Serbia Emergency Operation Centre (local airport

office) – senior staff on duty should run this
Step 3: Delegate other staff to designated locations and tasks
8
Air Serbia Emergency

Operation Centre shall be
opened at each station
following an accident, in GHA
airport office or equivalent,
equipped with phone, printer,
fax. From this office all
information should be
forwarded to Emergency
Response Centre of Air Serbia
in BEG either via supervision
agency or directly.
Be prepared to handle the

crisis up to first 24 hours!
9
GHA / SPV responsibilities include:
 Report the event to immediate

supervisor
 Gather and protect all available

information and liaise with Emergency
Response Centre in Belgrade
 Coordinate with local authorities
 Assist people involved in all

relevant emergency centers and act on
behalf of Air Serbia as a support
 Provide resources and facilities needed
 Support the accident investigation
10
STATION TOOLS – ERP KIT
ERP Kit is located on each Air Serbia destination and it consists of:
 Station ERP Forms

• Passenger Record Card and Passenger Information Form, used to
record info about passengers and their families
 Station ERP Manuals
 Emergency Cash Credit Cards with Personal Identification

Numbers
• To be used for immediate emergency expenses (booking hotel rooms,
transport, food and beverage, emergency clothing, etc.)
• Credit Card has a certain limit in EUR (subject to total limit of all cards
in system). Further details regarding total amount will follow upon
activation
*NOTE: Detail description regarding ERP Kit purpose and use, is described
in QA-ORG-044 Air Serbia ERP kit-distribution and coordination process that
can be found on Air Serbia extranet portal
https://newextranet.airserbia.com/GSE
11
GO TEAM OVERVIEW
 The Emergency Response Plan calls for

Company personnel to be moved to the
designated response centers and to the
accident site. Personnel are required to present
themselves at dedicated agreed assembly area
after the initial notification has been sent and
the need for GO Team has been determined.
 The Station where the incident/accident

occurred will be responsible for the response
until such time as the Emergency Response
GO Team arrives at the scene, has been
properly briefed and is prepared to assume
control of the response.
 Upon establishing control to the GO Team, the

station will provide all possible assistance to the
GO Team while ensuring that the passengers,
family and friends of the passengers and crew
on the effected flight are taken care of.
12
SPECIAL ASSISTANCE TEAM
 As part of Air Serbia GO Team, Special Assistance Team (SAT) will be dispatched
for the assistance to passengers and family and friends of passengers, as well as
employees and their families involved in the accident / incident.
 SAT consists of company volunteers, pre-trained for their possible duties by ERP
Team
 Role of the SAT is to provide emotional and logistical support to individuals

involved in aircraft accident at different locations and keep ERC updated with all
collected data/information/needs
13
CONTRACTED EXTERNAL PROVIDER
- BLAKE EMERGENCY SERVICES -
• Blake Emergency Services is UK based organization with international

capabilities in the emergency preparedness and in the emergency
response field
• Authorized Air Serbia personnel to activate services from BLAKE are

– Crisis Directors and ERP department (other crisis management
members may be involved to assist)
• In case of need, Blake is contracted for:
1. Disaster Recovery Services

2. Disaster Human Services
3. Crisis Communications
4. Emergency Call Centre
* Toll Free Numbers for USA and Serbia
5. Media Call Centre
14
MEDIA HANDLING
 The ONLY department within Air

Serbia, authorized for issuing official
statements on behalf of the company is
Corporate Affairs.
 You role is to refer all media inquiries to

Air Serbia Corporate Affairs Department
and Air Serbia Website and encourage
the liaison between all relevant PR
agencies involved. Crucial task is to
coordinate local authorities (airport,
police, other) media matters with ASL
media representatives.
 Do not, under any circumstances,

comment or speculate or offer opinion
on the cause of the accident.
 Do not reveal information related to the

incident, there is no such things as “off
the record”
15
16
Safety first!
For any potential queries, do not hesitate to contact us on:
Tijana Mičić
ERP Manager
+381 64 833
1353
Tijana.micic@airserbia.com
Milica Đurđević
ERP Specialist
+381 64 833 1446
Milica.Djurdjevic@airserbia.com
erc@airserbia.com
Thank you!
17

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Air Serbia Emergency Response Planning

EMERGENCY RESPONSE PLAN TRAINING

Air Serbia ERP - Basics

Provides support for Persons Directly Affected

Coordinates Air Serbia’s efforts with external agencies,

Minimize commercial impact

Aircraft recovery / removal

Basic of Air Serbia ERP consists of:

NOC can receive information from various sources:

 GHA / Airport Manager

Accidents and incidents must be immediately reported to Network

Primary Number +381 11 2098360

1. Crisis Director 6. Corporate (Crisis)

 Civil Aviation Directorate

Step 1: Notify emergency services and Network Operation Centre of

Step 2: Activate Air Serbia Emergency Operation Centre (local airport

Step 3: Delegate other staff to designated locations and tasks

Air Serbia Emergency

Be prepared to handle the

GHA / SPV responsibilities include:

 Report the event to immediate

 Gather and protect all available

 Coordinate with local authorities

 Assist people involved in all

 Provide resources and facilities needed

 Support the accident investigation

 Station ERP Forms

 Station ERP Manuals

 Emergency Cash Credit Cards with Personal Identification

 The Emergency Response Plan calls for

 The Station where the incident/accident

 Upon establishing control to the GO Team, the

 Role of the SAT is to provide emotional and logistical support to individuals

• Blake Emergency Services is UK based organization with international

• Authorized Air Serbia personnel to activate services from BLAKE are

• In case of need, Blake is contracted for:

1. Disaster Recovery Services

 The ONLY department within Air

 You role is to refer all media inquiries to

 Do not, under any circumstances,

 Do not reveal information related to the

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