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policies and priorities.
b) Organization. The ERP should outline management’s intentions with respect to the responding
organizations by:
1) designating who will be assigned to the response teams and specifying who will be the
leader(s);
Chapter 11. Emergency Response Planning 11-3
2) defining the roles and responsibilities for personnel assigned to the response teams;
3) clarifying the reporting lines of authority;
4) providing instructions for the setting up of a Crisis Management Centre (CMC);
5) establishing procedures for receiving a large number of requests for information, especially
during the first few days after a major accident;
6) designating the corporate spokesperson for dealing with the media;
7) defining what resources will be available, including financial authorities for immediate activities;
8) designating the company representative with respect to any formal investigations undertaken by
State officials; and
9) defining a call-out plan for key personnel.
An organization chart or flow chart could be used to show organizational functions and communication
relationships.
c) Notifications. The ERP should specify who in the organization should be notified of an emergency,
and who will make external notifications and by what means. The notification needs of those listed
below should be considered:
1) management;
2) State authorities (Search and Rescue, regulatory authority, accident investigation board, etc.);
3) local emergency response services (airport authorities, firefighters, police, ambulance services,
medical agencies, etc.);
4) relatives of victims (a sensitive issue that is handled by the police in many States);
5) company personnel;
6) the media; and
7) legal, accounting and insurance representatives.
d) Initial response. Depending on the circumstances, an initial response team may be dispatched to
the accident site to augment local resources and oversee the organization’s interests. Some factors
to be considered for an initial response team are listed below:
1) Who should lead the initial response team?
2) Who should be included on the initial response team?
3) Who should speak for the organization at the accident site?
4) What would be required with respect to special equipment, clothing, documentation,
transportation, accommodation, etc.?
11-4 Safety Management Manual (SMM)
e) Additional assistance. Employees with appropriate training and experience can provide useful
support during the preparation, exercising and updating of an organization’s ERP. Their expertise
may be useful in planning and executing such tasks as:
1) acting as passengers in crash exercises;
2) assisting survivors; and
3) dealing with next of kin.
f) Crisis Management Centre (CMC). A CMC should be established at the organization’s headquarters
once the activation criteria have been met. In addition, a command post (CP) may be established at or
near the accident site. The ERP should address how the following requirements are to be met:
1) staffing (perhaps for 24 hours a day, 7 days per week during the initial response period);
2) communications equipment (telephones, fax, Internet, etc.);
3) maintenance of emergency activity logs;
4) impounding of company records that are relevant to the emergency;
5) office furnishings and supplies; and
6) reference documents (such as emergency response checklists and procedures, company
manuals, AEPs and telephone lists).
The services of a crisis centre may need to be contracted out from an airline or other specialist
organization to look after the operator’s interests in a crisis away from home base. Company
personnel would normally supplement the contracted centre as soon as possible.
g) Records. In addition to the organization’s need to maintain logs of events and activities, the
organization will be required to provide information to a State investigation team. The ERP should
allow for the following types of information to be available to investigators:
1) all relevant records on the aircraft, the flight crew, the operation, etc.;
2) lists of points of contact and any personnel associated with the occurrence;
3) notes of interviews with, and statements by, anyone associated with the event; and
4) photographic or other evidence.
h) Accident site. After a major accident, representatives from many jurisdictions have legitimate
reasons for accessing the site, for example, police, firefighters, medics, airport authorities, coroners,
State accident investigators, relief agencies (e.g. the Red Cross) and the media. Although
coordination of the activities of these stakeholders is the responsibility of the State’s police and/or
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Safety Management Manual (SMM) 安全管理手册(73)
