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investigating authority, the aircraft operator should clarify the following aspects of activity at the
accident site:
1) nomination of a senior company representative at the accident site (wherever the accident
occurs);
Chapter 11. Emergency Response Planning 11-5
2) management of surviving passengers;
3) responding to the needs of the victims’ relatives;
4) provision of security of wreckage;
5) handling of human remains and personal property of the deceased;
6) preservation of evidence;
7) provision of assistance (as required) to the investigation authorities; and
8) removal and disposal of wreckage.
i) News media. How the company responds to the media may affect how well the company recovers
from the event. Clear instructions are required with respect to such matters as:
1) what information is protected by statute (Flight Data Recorder (FDR) data, Cockpit Voice
Recorder (CVR) and ATC recordings, witness statements, etc.);
2) who may speak on behalf of the parent organization at head office and at the accident site (Public
Relations Manager, Chief Executive Officer or other senior executive, manager or owner);
3) direction regarding a prepared statement for immediate response to media queries;
4) what information may or may not be released;
5) the timing and content of the company’s initial statement; and
6) provisions for regular updates to the media.
j) Formal investigations. Guidance for company personnel dealing with State accident investigators
and police should be provided in the ERP.
k) Family assistance. The ERP should also include guidance on the organization’s approach to
assisting the families of accident victims (crew and passengers). This guidance may cover such
matters as:
1) State requirements for the provision of family assistance services;
2) travel and accommodation arrangements to visit the accident location and survivors;
3) assignment of a programme coordinator and point(s) of contact for each family;
4) provision of up-to-date information;
5) grief counselling;
6) immediate financial assistance to victims and their families; and
7) memorial services.
Some States define the types of assistance to be provided by an operator.
11-6 Safety Management Manual (SMM)
l) Post-critical incident stress counselling. The ERP should provide guidance for personnel
working in stressful situations. This may include specifying duty limits and providing for post-critical
incident stress counselling.
m) Post-occurrence review. Direction should be provided to ensure that following the emergency key
personnel carry out a full debriefing and record all significant lessons learned. This may result in
amendments being made to the ERP and associated checklists.
11.4 AIRCRAFT OPERATOR’S RESPONSIBILITIES
11.4.1 The aircraft operator’s ERP should be coordinated with the aerodrome emergency plan (AEP)
so that the operator’s personnel know what responsibilities the airport will assume and what response is
required by the operator. 1 As part of their emergency response planning, aircraft operators in conjunction
with the airport operator are expected to:2
a) provide training to prepare personnel for emergencies;
b) make arrangements to handle incoming telephone queries concerning the emergency;
c) designate a suitable holding area for uninjured passengers and “meeters and greeters”;
d) provide a description of duties for company personnel (e.g. person in command, and receptionists
for receiving passengers in holding areas);
e) gather essential information on passengers and coordinate fulfilment of their needs;
f) develop arrangements with other operators and agencies for the provision of mutual support during
the emergency; and
g) prepare and maintain an emergency kit containing:
1) necessary administrative supplies (forms, paper, name tags, computers, etc.); and
2) critical telephone numbers (of doctors, local hotels, linguists, caterers, airline transport
companies, etc.).
11.4.2 In the event of an aircraft accident at or near the airport, an aircraft operator will be expected to
take certain actions, for example:
a) report to airport command post to coordinate the aircraft operator’s activities;
b) assist in the location and recovery of any flight recorders;
c) assist investigators with the identification of aircraft components and ensure that hazardous
components are made safe;
1. See Chapter 18 for additional information on airport emergency response planning.
2. Also see the Airport Services Manual (Doc 9137), Part 7 — Airport Emergency Planning.
Chapter 11. Emergency Response Planning 11-7
d) provide information regarding passengers, flight crew and the existence of any dangerous goods on
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Safety Management Manual (SMM) 安全管理手册(74)
