Plan
The Station Emergency Response Plan is referred to as what publication?
Publication 420
Where are completed forms transmitted to on a regular basis?
The Special Assistance Centre
How many envelopes are there in total?
11
Changing your tone of voice and body posture reflects what mode of communication?
Non Verbal Communication
There has just been a crash on the field and passengers from the downed flight have arrived at the terminal. Passengers are frantically asking questions and require additional company information. Which role is required to address their concerns.
What part of the plan is overseen by Star Alliance?
Part 4 - Carrier Specific Emergency Procedures and Directions
This form is used to collect information from Family and Friends concerning passengers involved in the accident.
Enquirer Information Form
What is the first envelope you should be using when an accident occurs at your station?
Quick Response Checklist
Empathy
You have just been informed that passengers are being transported to the local hospital. Who do we need to dispatch?
Hospital Team Representatives
How many parts are there of the Station Emergency Response Plan (SERP)?
5 Parts
This form is used in the following areas:
Passenger Centre & Hospitals
Passenger/Crew member Information Form
What is the least important position to be filled in the critical positions?
Event Secretary
If someone asks you to replace their missing rolex, whats the procedure that you should use?
The Two-Step No
You have come across laws and regulations that are specific to your station but are not included in the manual. Who do you notify?
Emergency Management via stationemergency.response@aircanada.ca
What part of the SERP plan is required to be updated every year?
Part 4 - Critical Contact Information
This form documents if there was live cargo on board
Accident/Incident Information Form
What is the most important position that must be filled during the response? This position is critical to the initial response and flow of information.
Airport Authority Emergency Operations Centre Liaison (EOC Coordinator)
Do not intellectualize. Event though what you are saying may be true, this may make the situation worse. What is this an example of discussed during training?
Attitude
If you are dealing with passengers who lost passports and require support to get home, where can you obtain additional insight on next steps?
The Emergency Response Centre (ERC)
Which response is the most important and immediate part of the station response to an accident?
Humanitarian Response
This form documents all of the key positions discussed during class for an activation.
Station Emergency Response Centre (SERC) Contact Information Form
Some airport authorities no longer authorize this; however, it is still a valid position within the SERP.
Accident Site Liaison
What are the two building blocks of communicating with people in a crisis?
Empathy & Validation
Systems Operation Control (SOC)