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Using SIRC and the continuous improvement process to improve crew training

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Sharing real life experiences makes the class more interesting and ... Entered lavatory and partially disrobed. Made statements about dying and going to hell ... – PowerPoint PPT presentation

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Title: Using SIRC and the continuous improvement process to improve crew training


1
Using SIRC and the continuous improvement
process to improve crew training
Excellence in crew security training
Scott Graham MEC Security Chairperson Air Line
Pilots Association Vicki Jurgens MEC Safety,
Health Security Chairperson Association of
Flight Attendants
2
Overview
  • The Challenge
  • The Tools - SIRC
  • The solution - Flight 291
  • The end result

3
The Challenge
  • Keeping crew security training interesting and
    current
  • Assumptions
  • Continuous repetition of mandatory subject leads
    to low retention rate
  • Sharing real life experiences makes the class
    more interesting and improves retention rate.

4
The Tools
  • As an Airline manages its day to day affairs its
    Corporate Security Department needs information
    in order to effectively manage risk and
    vulnerability.
  • Information comes from
  • Government agencies
  • Audits
  • Intelligence reports
  • (and most importantly) Employee Reports

5
SIRC (Security Incident Review Committee)
  • SIRC provides a process in which Corporate and
    Union Security Counterparts work together to
  • provide
  • Prompt responses to the employee
  • Evaluation of the employees concerns or issues
  • Continuous improvement feedback to the operating
    units.

6
The Solution
  • Integration of scenarios into training that
  • Emphasizes varying points of view of a single
    event
  • Allow for variation and escalation of the event
    to provide multiple teaching scenarios
  • Use real examples, and stories of real crew
    members to maintain interest and maximize
    retention

7
  • We chose Flight 291

8
Relevant Facts
  • Flight 291
  • Date 2007
  • Routing IAD SMF
  • Aircraft A320
  • Pilots 2
  • F/As 3
  • FAMS No
  • FFDOs No
  • Level 4
  • Divert to FAR
  • Normal landing, within weight constraints for FAR
  • Authorities boarded aircraft on landing
  • PAX removed by authorities
  • Flight safely continued on to SMF

9
Precipitating factors
  • Passenger appeared to be emotionally upset
  • Crew considered his behavior as strange but not
    threatening, he had flown a segment already.
  • Passengers behavior grew more erratic as the
    flight progressed.
  • Entered lavatory and partially disrobed
  • Made statements about dying and going to hell
  • Became upset on viewing in-flight movie
    (Transformers)
  • Flight attendants solicited assistance of able
    bodied passengers

10
Incident
  • Passenger suddenly started screaming and rushed
    the cockpit
  • Flight Attendants actions
  • Flight attendants struggled with passenger
  • Able bodied passengers did not immediately assist
  • Purser moved galley cart in front of cockpit door
  • Galley cart slammed into cockpit door
  • Purser notified Captain of need to get the
    aircraft on the ground
  • Flight Deck actions
  • Based on presumed intent of passenger and the
    obvious sounds of the struggle combined with the
    impact on the door, captain initially believed
    someone was trying to breach the flight deck

11
Analysis
  • Crew displayed exceptional teamwork.
  • Safety of other passengers was prime
    consideration while also focusing on the subject
    who they realized was sick and needed help (as
    opposed to being a terrorist)
  • Dispatch initiated communication with Domestic
    Events Network (DEN).
  • DEN tracked flight but based on information
    provided via UAL dispatch did not launch fighters
  • DEN complemented UAL dispatch for their handling
    of the matter

12
Analysis (cont.)
  • Acting in accordance with published policy
    dispatch sent a request to confirm ops normal
    to the fleet
  • Proper response followed by all aircraft

13
Passenger Response
  • Passenger response differed from conventional
    wisdom in the post 9/11 environment
  • Able bodied passengers did not respond as
    expected
  • Direct instructions shouted by a FA did get a
    response by some but not all able bodied
    passengers
  • Passengers allowed children in the aisle to
    observe the events

14
The Result
  • Adjustments in crew training
  • Emphasize that passengers may not respond as
    quickly or in the manner we expect
  • Benefits of communicating escalating events
  • Use of restraints provided in the onboard kits
  • Taped interview with the crew
  • Dispatch communication with DEN played in
    background
  • AN EXCELLENT PRODUCT

15
DISCUSSION
16
Contact Information
  • Scott Graham
  • Scott.graham_at_alpa.org
  • Vicki Jurgens
  • safety_at_unitedafa.org
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