WEBVTT 00:00:07.620 --> 00:00:13.080 Welcome. Today we're gonna talk about real world emergency response in the international context. I'm John Cauthen, 00:00:13.120 --> 00:00:16.340 Vice President of Security for MedAire, and I'd like to introduce my colleague, 00:00:16.700 --> 00:00:17.060 Elmarie. 00:00:17.500 --> 00:00:20.340 Hi. Thanks, John. I'm Elmarie, and I'm the CEO of Go Crisis. 00:00:21.000 --> 00:00:25.420 Um, Go Crisis works with operators to get them ready in their planning and their training, 00:00:25.980 --> 00:00:31.160 um, for an incident or accident, and then, uh, if something goes wrong, we provide them with the resources 00:00:31.200 --> 00:00:34.030 on the ground to navigate the difficult circumstances. 00:00:35.220 --> 00:00:40.970 Fantastic. Thanks for that, El. And, uh, MedAire, of course, we work very, very closely with Go Crisis, and 00:00:41.000 --> 00:00:47.030 we support with security and medical services, notably for survivors and those injured in these crisis 00:00:47.080 --> 00:00:49.040 type situations. So with that, 00:00:49.080 --> 00:00:55.580 El, let's talk a little bit about a crisis, and it could be small scale, large scale. Anywhere in an 00:00:55.640 --> 00:01:01.120 international context, you introduce immediate complexities outside of your home 00:01:01.160 --> 00:01:06.000 location, and today it'll be good to understand what some of those complexities are and 00:01:06.060 --> 00:01:08.040 some of the things that our 00:01:08.580 --> 00:01:15.080 clients and others should consider when they're planning and especially when they're updating, revising, and exercising 00:01:15.100 --> 00:01:18.320 their ERPs. So if we start with some foundational questions, 00:01:18.920 --> 00:01:20.240 international operations, 00:01:20.660 --> 00:01:26.320 the context, the regulations, the laws, the policies, all of those that might affect 00:01:26.940 --> 00:01:31.260 what people should be thinking about when they're operating in this type of environment. Would you care to elaborate 00:01:31.300 --> 00:01:31.400 on 00:01:31.440 --> 00:01:33.170 that a bit? Yes, sure. There's, 00:01:33.380 --> 00:01:38.960 um, there's obviously loads of regulations, um, and mandates around. There's about 14 countries and growing in the 00:01:39.020 --> 00:01:40.920 world, uh, that stipulates, 00:01:41.160 --> 00:01:46.440 uh, what, uh, uh, an operator should do or an airline should do, um, in case of an accident. 00:01:46.870 --> 00:01:53.260 Um, they mostly, um, are relevant to commercial aviation. But in my 20-year career, what I've really learned 00:01:53.380 --> 00:01:57.080 is that it doesn't really matter where the accident happens, 00:01:57.520 --> 00:02:01.140 how large the accident is, or how many people are on board the aircraft, 00:02:01.700 --> 00:02:05.950 um, or, uh, the size of your operations, um, or what type of operations you 00:02:06.000 --> 00:02:10.639 have. If you follow, and we, we really like to do that, follow the Family Assistance Act of the United 00:02:10.740 --> 00:02:11.020 States 00:02:11.080 --> 00:02:14.320 as sort of your, your North Star in how to take care of affected 00:02:14.400 --> 00:02:19.320 people, you simply cannot go wrong. So that's what I want to stress here today is of course there's regulations 00:02:19.340 --> 00:02:25.340 and mandates out there, but best practice is really where you want to find your operations. And that's great advice. 00:02:25.560 --> 00:02:32.380 Um, and I think one of the things that, for example, NBAA does well in their Certified Aviation Manager program, 00:02:32.480 --> 00:02:35.100 there are some areas where they speak exactly 00:02:35.180 --> 00:02:41.950 to this, building upon some of those foundational frameworks and offering some additional best practices, things to consider. What should 00:02:41.980 --> 00:02:47.220 you be incorporating into your ERP? How should you be thinking about this as an operator? Whatever that size 00:02:47.240 --> 00:02:51.790 and scale is. Mm-hmm. And as you can see here in this slide, there are a number of things that 00:02:51.920 --> 00:03:00.609 one should consider and consider incorporating into their ERP, and importantly, exercising that as they move forward and refine these 00:03:00.640 --> 00:03:06.109 processes because you'll never probably ever get to covering every contingency, 00:03:06.440 --> 00:03:08.960 but the more that you uncover by doing these types of 00:03:09.020 --> 00:03:13.100 exercises, the more prepared ultimately you probably are. Exactly. And 00:03:13.140 --> 00:03:17.100 there's... And you know, if you've got a, a solid ERP which tells you what to 00:03:17.160 --> 00:03:21.960 do, how to do it, who's going to do it, um, and checklists to follow that, and exercises and training 00:03:22.000 --> 00:03:25.020 to back that up, I always feel like you've got the foundations in 00:03:25.120 --> 00:03:28.000 place because no incident or accident is the 00:03:28.080 --> 00:03:34.060 same. Um, there's always curve balls coming and complexities depending on where the accident happened, who's on 00:03:34.140 --> 00:03:39.120 board. So if you've got those foundations in place, like you see here on the, uh, on the management 00:03:39.220 --> 00:03:45.180 guide, um, then, you can focus your energy on the curve balls and the complexities that come with different accidents. 00:03:45.420 --> 00:03:52.490 Absolutely. And we obviously operate from sometimes a very well-known location home base. Yeah. But as we're operating in that 00:03:52.540 --> 00:03:57.780 international context, it's even more important to think through what are some of those worst case scenarios, again, because these 00:03:57.820 --> 00:04:00.060 jurisdictions probably treat the process 00:04:00.620 --> 00:04:04.960 very different than you might be accustomed to. Yes. If something happens in the United States, you can 00:04:05.000 --> 00:04:07.900 be sure it'll be... I always say it will be a three-legged 00:04:08.000 --> 00:04:11.180 race. Um, but in places like the United States, 00:04:11.440 --> 00:04:14.140 um, uh, if something happens here, it will definitely run 00:04:14.160 --> 00:04:19.019 a lot smoother. Um, but there's other parts of the world where the challenges, um, can be quite significant, 00:04:19.140 --> 00:04:23.280 and you as the operator can be completely sidelined in responding 00:04:23.290 --> 00:04:27.980 to that. Um- Yeah ... so it's really important to know what those challenges are. Absolutely. Well, in light 00:04:28.020 --> 00:04:33.620 of that, can you talk us through some of those best practices that would help our audience better understand how 00:04:33.680 --> 00:04:39.900 they can con- contextualize this and ultimately incorporate this into that ERP and part of their processes as they're evolving 00:04:39.920 --> 00:04:41.000 and learning and growing? 00:04:41.520 --> 00:04:47.500 I'd like to look at the company's primary objectives, um, which is your sort of your guiding, um, priorities. 00:04:47.920 --> 00:04:53.180 Um, first is to establish a central crisis. management team. Um, and this could, you know, some 00:04:53.240 --> 00:04:59.420 operators have got state-of-the-art crisis management centers and team depth, and some are really limited in their resources. 00:04:59.800 --> 00:05:00.979 But it's really just a central 00:05:01.020 --> 00:05:07.800 location, um, where people come together, it could even be online, and start making strategic decisions in how to deploy 00:05:07.880 --> 00:05:13.040 resources, look after your brand, the people on board, their families, and your organization. 00:05:13.660 --> 00:05:14.000 Um, and 00:05:14.060 --> 00:05:17.100 of course, uh, that cell of crisis management, 00:05:17.300 --> 00:05:22.870 um, uh, team will then, look at caring for people who are directly affected, so the people on board and, 00:05:22.900 --> 00:05:27.000 their families. Care for those indirectly affected, that's the community 00:05:27.080 --> 00:05:32.320 or your staff. Um, uh, continue your operations. It's really important. I always 00:05:32.400 --> 00:05:37.140 say it's, um, you know, it is, it is your incident, it's your accident, it is your people 00:05:37.200 --> 00:05:38.080 on board, it is your 00:05:38.160 --> 00:05:42.760 brand. But what is a very, good thing is to ring-fence that, a little bit. So you've got a team 00:05:42.840 --> 00:05:45.060 continuing your business and your operations, and you have 00:05:45.100 --> 00:05:48.060 a team running, um, and managing the incident or accident. 00:05:48.500 --> 00:05:49.160 Um, so, 00:05:49.480 --> 00:05:53.020 uh, you've got to think about who's going to, to continue your operations and how 00:05:53.040 --> 00:05:58.300 you're going to do that, and sometimes that includes perhaps sensitively remove some promotional, 00:05:58.380 --> 00:06:01.940 um, campaigns that you have ongoing. Um, just think about 00:06:02.020 --> 00:06:03.960 how you sensitively, um, continue 00:06:04.060 --> 00:06:07.130 operations. Then protect your or- your organization's 00:06:07.200 --> 00:06:11.300 reputation. Um, I always say that if you do right by the affected 00:06:11.360 --> 00:06:16.110 people, you'll automatically be looking after your organization. But that also involves, 00:06:16.480 --> 00:06:18.000 um, the communications around what 00:06:18.060 --> 00:06:21.360 you are doing. Um, and then of course, support the investigation. 00:06:22.140 --> 00:06:24.820 Absolutely, and I think you've highlighted a very important point here. 00:06:25.000 --> 00:06:32.780 The sensitivity, and there's really no replacement to trying to put yourself into a situation where you're considering every one 00:06:32.820 --> 00:06:37.980 of those sensitivities from the organizational level down to the individual level. And there's probably quite a 00:06:38.020 --> 00:06:42.020 few things that I'm sure we'll be getting into in detail here based on your experiences that 00:06:42.060 --> 00:06:43.020 we can talk to a bit more 00:06:43.360 --> 00:06:44.010 that cover some of 00:06:44.040 --> 00:06:51.060 that. But in light of that, are there a few scenarios from various crashes, incidents, events over certainly 00:06:51.140 --> 00:06:54.000 your career that you can speak to that pose some of these unique 00:06:54.080 --> 00:06:59.180 challenges for our audience to consider as they're thinking through what they need to do to incorporate 00:06:59.220 --> 00:07:04.550 some of those best practices? Yeah, and I'll talk about the challenges, um, in a moment. Um, what I, what 00:07:04.620 --> 00:07:06.820 I think I should, um, just mention here is 00:07:07.020 --> 00:07:12.830 what does, um, what have you got to have in place to then manage those, those challenges coming your way? 00:07:12.900 --> 00:07:17.780 So the, um, I'll just touch on a few things very briefly is you've got to have a contact center. 00:07:17.840 --> 00:07:20.190 So, um, in, uh, business operations, 00:07:20.880 --> 00:07:24.940 um, that may well mean that you know exactly who's on board. If it's a closed event, a 00:07:25.000 --> 00:07:26.020 closed event is when, 00:07:26.520 --> 00:07:26.700 um, 00:07:26.880 --> 00:07:31.040 the only the people on board the aircraft is involved. An open event is if you had an accident 00:07:31.080 --> 00:07:35.420 into a building and there are people on, you know, involved in the incident that you don't really know who 00:07:35.460 --> 00:07:39.170 they are. Yeah. Um, so in a closed event, you may 00:07:39.200 --> 00:07:41.880 want to have a contact center who reaches out 00:07:42.100 --> 00:07:47.060 to, um, the, the affected people or their families to be able to say, "We believe your loved one 00:07:47.120 --> 00:07:49.040 might be involved in this incident." 00:07:49.520 --> 00:07:52.000 Um, if it's an open event, you may want to publish 00:07:52.300 --> 00:07:54.020 a, a toll-free number for people to call to 00:07:54.140 --> 00:07:57.040 say, you know, "I think my loved one might have been involved." 00:07:57.460 --> 00:08:00.120 So the reason for the contact center is ultimately 00:08:00.140 --> 00:08:03.960 victim, victim accounting and reaching out to affected people to say that your loved 00:08:04.000 --> 00:08:06.980 one was involved. Um, then humanitarian assistance 00:08:07.060 --> 00:08:07.210 is, 00:08:07.720 --> 00:08:11.060 um, best practice, means you set up a family assistance center. 00:08:11.450 --> 00:08:14.960 It doesn't have to be a big operation. Um, it is a service that you provide to the 00:08:15.000 --> 00:08:18.240 families. So they may want to fly out to the accident site. 00:08:18.760 --> 00:08:22.020 Um, we may need to gather, um, antemortem information from them, 00:08:22.500 --> 00:08:28.260 um, fly them in, arrange their visas, mental health support. All the logistics around taking care of the family 00:08:28.580 --> 00:08:32.559 falls under this humanitarian or family assistance. Absolutely. And interestingly, 00:08:32.919 --> 00:08:34.059 um, and I'm curious, 00:08:35.340 --> 00:08:40.289 do you often see and have you seen, when we talk about families, is it beyond even just the immediate 00:08:40.340 --> 00:08:43.220 family? Have you seen an interest in the wider family 00:08:43.640 --> 00:08:45.220 want to be a part of this process? 00:08:45.580 --> 00:08:49.320 That's a very good question because that's a policy decision, um- Mm ... that the operator 00:08:49.360 --> 00:08:52.100 has to make to decide if we are going to 00:08:52.140 --> 00:08:55.040 fly, um, four family members in per person 00:08:55.100 --> 00:09:01.660 on board or six or 12, and it's maybe something that you wanna discuss with your insurer beforehand to decide. 00:09:01.740 --> 00:09:02.920 Um, sometimes it is 00:09:03.000 --> 00:09:07.900 your, you know, general it's between four and eight family members per person on board that's being looked after and 00:09:07.960 --> 00:09:09.320 flown to the accident site. 00:09:09.800 --> 00:09:13.300 Um, but that is a decision, um, that lies, you know, with the organization. 00:09:13.350 --> 00:09:15.020 Yeah. Sometimes, um, there 00:09:15.080 --> 00:09:19.060 could be a, a, a wider number of people, um, being flown 00:09:19.180 --> 00:09:22.120 out. Um, so it's just deciding beforehand, 00:09:22.620 --> 00:09:27.440 um, what that may be. And to have a general guideline in place is fantastic, and then on a case-by-case 00:09:27.460 --> 00:09:29.880 basis, if there is a family with a bigger, with a 00:09:30.000 --> 00:09:32.000 bigger need, then those decisions are made 00:09:32.040 --> 00:09:34.960 at the time. But it's much better to have that in your ERP 00:09:35.020 --> 00:09:37.000 established, what are we going to do 00:09:37.040 --> 00:09:41.920 and what can we offer, rather than making it up on the fly. That's a great point. Thank you. Yeah. 00:09:41.980 --> 00:09:42.240 Good. 00:09:42.800 --> 00:09:49.830 Um, then, uh, caring for the injured, um, this can be exceptionally complex. In, um, aviation disasters, we've really learned 00:09:49.860 --> 00:09:52.960 that, um, the- if you have one fatality on 00:09:53.020 --> 00:09:55.220 board, um, injuries are 00:09:55.300 --> 00:09:57.000 often mo- uh, uh, life-changing 00:09:57.060 --> 00:10:05.260 injuries. So, um, you can expect, um, that your injured, um, survivors may have gone to different hospitals depending on 00:10:05.300 --> 00:10:05.980 where the accident 00:10:06.040 --> 00:10:10.000 happened. Um, if it's far away from home, like I mentioned, if something happens in the 00:10:10.060 --> 00:10:10.980 States, you can be sure 00:10:11.020 --> 00:10:15.860 that the medical, um, support that they might get, and this, this is more Mayday's bailiwick, that's why we partner 00:10:15.900 --> 00:10:20.000 in this realm, um, is, you know, it will be good, but in other parts of the 00:10:20.040 --> 00:10:22.180 world, they may not have the facilities or the resources- 00:10:22.340 --> 00:10:26.030 Yeah ... that you need. Um, so it's important to find out where they've gone, what's 00:10:26.060 --> 00:10:32.260 their status, um, uh, are they getting the correct medical, uh, support, who's paying the medical bills. 00:10:32.800 --> 00:10:38.299 Um, and I'll plug Mayday now because that's exactly why we work together is because you give us that capability, 00:10:38.900 --> 00:10:43.030 um, uh, for the operator and the affected people to be able to get that information to the 00:10:43.120 --> 00:10:44.140 families and to act 00:10:44.360 --> 00:10:49.660 upon that. Yeah. Absolutely, and I think what we've learned as well is the trauma is not just restricted to 00:10:49.680 --> 00:10:54.840 potential physical injuries, but there's also the mental component. Yeah. Have you seen that in your experience, and have you 00:10:54.940 --> 00:10:58.180 seen that change or evolve over time in how we respond to that? 00:10:58.720 --> 00:11:02.940 It would, it would appear, at least from our perspective, that this is gonna be a comprehensive 00:11:03.020 --> 00:11:07.000 solution, and are, are you seeing that in the real world, in the practice- Absolutely ... of this type of 00:11:07.040 --> 00:11:11.440 response? Absolutely, and I do have to say that you expect mental health support 00:11:11.840 --> 00:11:14.300 or mental health needs to be only with affected 00:11:14.360 --> 00:11:16.980 people, but you'll be very surprised, especially in 00:11:17.020 --> 00:11:21.160 the operator. Um, they are small, um, you know, uh, uh, operations 00:11:21.300 --> 00:11:24.060 often. Um, they know the people on board. 00:11:24.360 --> 00:11:26.780 Some of them are the executives of the organization. 00:11:27.100 --> 00:11:31.120 So it affects, um, your staff dealing with the incident very, very 00:11:31.320 --> 00:11:36.170 much so. Um, so not only is the mental health, um, provided to the families and the injured 00:11:36.220 --> 00:11:38.020 survivors, um, but it goes 00:11:38.080 --> 00:11:40.260 wider than that. Um, and it's another 00:11:40.300 --> 00:11:44.020 thing that we, we, we work with our mental health providers to say, 00:11:44.100 --> 00:11:49.640 to see, you know, to what extent are we going to look after the mental health of this population, because 00:11:49.660 --> 00:11:53.260 they may need a little bit more- Yeah ... versus the staff and the wider community. 00:11:53.320 --> 00:11:58.140 We might need to have a, a group briefing or if there's more individual 00:11:58.180 --> 00:11:59.950 needs, um, that come out of that that 00:12:00.040 --> 00:12:03.080 we could, um, provide that on a case-by-case basis. But 00:12:03.420 --> 00:12:08.220 it is something that I'm really pleased to see over many years now that we acknowledge the fact 00:12:08.560 --> 00:12:14.020 that there's this impact, um, on the mental health of, of people involved in an incident or accident, 00:12:14.420 --> 00:12:19.100 those working responding to it, those who've witnessed it, or the communities that have been affected 00:12:19.120 --> 00:12:24.800 by it, and providing that's very important. That's a great point. And so sta- thinking about those who are affected 00:12:24.840 --> 00:12:26.170 in either an adjacent manner, 00:12:26.600 --> 00:12:28.140 directly, indirectly, however you wanna 00:12:28.180 --> 00:12:34.080 categorize it, considering the wider population is probably something you ought to do as part of that planning 00:12:34.160 --> 00:12:37.140 process, thinking through this when you're building out- 00:12:37.628 --> 00:12:43.048 And revising your ERP so that you're not having to do that in the moment. Exactly. Yeah. Exactly. 00:12:43.648 --> 00:12:49.068 Um, disaster assistance, um, that's quite a difficult, um, part of the services that we 00:12:49.108 --> 00:12:52.128 provide. Um, and this is search and recovery- 00:12:52.488 --> 00:12:58.348 Mm-hmm ... the identification and the repatriation of human remains. Um, and I always say that with a slight caveat 00:12:58.408 --> 00:13:03.148 because, um, the identification of, um, disaster victims really lie with the state 00:13:03.188 --> 00:13:06.148 of occurrence. Um, but depending on where the accident 00:13:06.208 --> 00:13:06.608 happened, 00:13:07.148 --> 00:13:09.248 um, uh, in my career there's certainly 00:13:09.328 --> 00:13:15.798 been, um, many times where a commercial company like Go Crisis, would come in and support setting up temporary mortuaries, 00:13:16.048 --> 00:13:22.088 providing DVI specialists to identify the victims, but I say that very loosely because it's generally- Yeah ... the authorities 00:13:22.148 --> 00:13:22.258 that 00:13:22.328 --> 00:13:27.088 run that. Um, and then the repatriation lies with, um, the responsibility lies 00:13:27.128 --> 00:13:32.888 with the operator to bring the remains back according to the family's wishes, and that's where we help. So to 00:13:33.008 --> 00:13:38.008 have all of this in place beforehand is very important. Um, and I'll talk more about personal effects a little 00:13:38.048 --> 00:13:39.188 bit, um, on the next 00:13:39.308 --> 00:13:43.078 slide. Um, but you also have to have an ability to search, recover, 00:13:43.508 --> 00:13:46.128 uh, decontaminate, and process and return personal 00:13:46.168 --> 00:13:52.048 effects to people. Mm. El, great point on the authorities who have primary responsibility 00:13:52.088 --> 00:13:58.498 to respond. Different jurisdictions, I'm sure different capabilities, different competencies. What have you seen in your experience, and how has 00:13:58.748 --> 00:14:02.068 Go Crisis either had to augment that or even sometimes directly 00:14:02.108 --> 00:14:08.868 support? So that's very interesting, um, because, um, there's the statistic, and I'm not actually even sure this is, you 00:14:08.888 --> 00:14:12.208 know, don't quote me on this, but I learned somewhere in my career 00:14:12.268 --> 00:14:20.488 that even, uh, an, uh, an accident, um, with 50 fatalities can be very taxing on a large city like 00:14:20.588 --> 00:14:25.998 London. Mm-hmm. Um, so, uh, so for one, even large cities who've got the capability to deal 00:14:26.048 --> 00:14:27.128 with a, a big incident 00:14:27.148 --> 00:14:30.248 or accident, um, can put, uh, you know, can put their resources 00:14:30.268 --> 00:14:34.228 under strain. But there's some parts of the world that really do not have the expertise. 00:14:34.548 --> 00:14:38.048 So when it comes to victim identification, um, in my career I've seen 00:14:38.368 --> 00:14:39.008 the Dutch, 00:14:39.268 --> 00:14:44.288 um, uh, I've seen Australians, I've seen, um, uh, the UK authorities 00:14:44.768 --> 00:14:47.108 sending their DVI specialist- I see ... to help 00:14:47.147 --> 00:14:53.217 and support. Um, but, uh, depending on how rural the accident is, we may have to set up a temporary 00:14:53.268 --> 00:14:54.188 mortuary and augment 00:14:54.208 --> 00:14:56.088 the teams. Um, in my career 00:14:56.168 --> 00:14:58.968 we've, we have, um, been part of an international 00:14:59.088 --> 00:15:02.328 team, um, led by the, by the authorities in charge. 00:15:02.748 --> 00:15:08.028 Um, but it, it varies a lot, um, from, uh, country to country as to, 00:15:08.088 --> 00:15:09.208 uh, the, the capabilities 00:15:09.277 --> 00:15:12.008 that they have. Um, and just another thing 00:15:12.048 --> 00:15:17.748 to mention, that is, um, if companies like G- Go Crisis gets involved in that, we are definitely invited by 00:15:17.908 --> 00:15:23.878 the government to do that. Absolutely. So it's probably a good idea to think through whatever your operation is, not 00:15:23.948 --> 00:15:27.988 just at home base, but think about the destinations that you go to. And I know this is not always 00:15:28.028 --> 00:15:34.118 the case, where you can plan for every location, but certainly try to get a sense of what those geographies 00:15:34.168 --> 00:15:39.188 are gonna look like, what sort of capabilities might be there, and even those overflight areas, and try to build 00:15:39.208 --> 00:15:44.148 that picture of what sort of support you may or may not have so that you can plan through 00:15:44.208 --> 00:15:49.128 that in advance. Exactly. And a very good place to start your, your... I, and I know with, you know, 00:15:49.288 --> 00:15:53.408 operators, they don't always know where they're gonna go to, you know- Yeah ... tomorrow. Yeah. So that poses a 00:15:53.428 --> 00:15:59.188 different challenge. Um, but if you know your regular routes, um, and if you, you know, because statistically, 00:15:59.688 --> 00:16:03.068 um, accidents happen at takeoff and landing, so that's a good place to start, to go, 00:16:03.468 --> 00:16:04.268 "Where do we usually 00:16:04.368 --> 00:16:06.948 go? Um, and what are the challenges that we're gonna face, 00:16:07.068 --> 00:16:13.108 be faced with?" I always say just plan for the worst-case scenario. Absolutely. And then you can, um, you can 00:16:13.188 --> 00:16:16.908 always scale, back from that, but you can't catch up if, if that was the case. 00:16:17.008 --> 00:16:21.848 Indeed. Well, that actually offers us a great segue to start to talk through some of the challenges that you 00:16:21.968 --> 00:16:27.048 ought to think about as an operator when you're trying to piece this together and build as comprehensive 00:16:27.068 --> 00:16:29.048 an ERP and a response and recovery 00:16:29.148 --> 00:16:35.548 plan as possible. Um, yes, and we can talk about some examples of challenges, um, that you'll be faced with, 00:16:35.557 --> 00:16:37.018 uh, you could be faced with after an 00:16:37.018 --> 00:16:41.898 accident. And I'll, I'll, I'll touch on a few here that I've seen in my career. So instant and overwhelming 00:16:41.968 --> 00:16:42.828 media attention. 00:16:43.428 --> 00:16:50.988 Um, usually for, um, business operators, sometimes the brand of the person on board the aircraft is bigger than the 00:16:51.008 --> 00:16:55.508 brand- That's a great- ... of the operator ... that's a great point. Um, so the media attention in aviation, 00:16:55.708 --> 00:17:01.248 um, always gets an incredible, um, amount of, uh, attention. For some reason, there's a fascination 00:17:01.688 --> 00:17:01.988 around 00:17:02.068 --> 00:17:08.248 aviation. Um, I'll give you a quick example. Um, it's not a business operator, but when Delta had the accident 00:17:08.288 --> 00:17:10.008 and they ha- they, they landed, um, 00:17:10.528 --> 00:17:13.208 upside down, there was no fatalities, but in the same, 00:17:13.468 --> 00:17:19.008 um, on the same day there was a bus accident with 30 fatalities. But, uh, there was hardly any 00:17:19.127 --> 00:17:22.028 coverage around that, and, you know, the, the media really pays a lot 00:17:22.068 --> 00:17:24.468 of attention, um, to that. So navigating 00:17:24.508 --> 00:17:32.068 that, um, is very important. Uh, another, um, example that I have here is we are, we've recently responded to 00:17:32.128 --> 00:17:35.988 an accident where the media coverage, there was VIPs on board, um, the, 00:17:36.148 --> 00:17:42.128 the aircraft. Um, the media coverage was that the VIPs have been identified and repatriated back home, 00:17:42.608 --> 00:17:45.988 and the crew families were reading this in the media and asking 00:17:46.088 --> 00:17:48.428 us, "How is it possible that the VIPs 00:17:48.468 --> 00:17:53.568 have sent, been sent back?" That's a great point. This was a debris field of two and a half kilometers, 00:17:54.108 --> 00:17:56.088 and, um, there was no way that 00:17:56.108 --> 00:17:58.968 that would've been, um, possible, you know, just, you 00:17:59.008 --> 00:18:01.408 know, by the sheer fact of, of the situation. 00:18:01.988 --> 00:18:06.008 Um, but the media was reporting that, which caused a lot of distress for, for the family members 00:18:06.228 --> 00:18:06.987 of, um, of 00:18:07.028 --> 00:18:13.068 the crew. Um, and which left the operator in a very tight spot where there was no information 00:18:13.088 --> 00:18:16.038 for the families. They were getting information from 00:18:16.068 --> 00:18:20.908 the media, and a lot of time went into verifying it and saying to the families, "Look, that is not 00:18:20.988 --> 00:18:21.988 a true report of what's 00:18:22.028 --> 00:18:28.228 going on." So, uh, the media can be a very difficult thing to navigate. Yeah. Absolutely. Um, then another 00:18:28.268 --> 00:18:31.968 thing is thousands of phone calls coming in. Uh, you would be very surprised, even 00:18:32.048 --> 00:18:38.348 smaller incidents, um, that the public and the media will call every single telephone number... number that is published of 00:18:38.388 --> 00:18:45.288 your organization. So it's way better to publish a telephone number that is dedicated to the incident if there are 00:18:45.328 --> 00:18:49.448 any inquiries or media inquiries coming in so that you could field those. 00:18:49.548 --> 00:18:53.948 Um, distressed, uh, and traumatized family members, um, and I won't go through the whole 00:18:54.068 --> 00:18:59.008 slide, but, um, that is really, really important. Um, I'll give you an example, 00:18:59.268 --> 00:19:02.888 um, of, uh, the detail that you've got to think about. Um, 00:19:03.108 --> 00:19:07.248 so when something goes wrong, we really wanna reach out to the families as quickly 00:19:07.268 --> 00:19:10.028 as we can, and we want to fly them out, if 00:19:10.088 --> 00:19:13.028 it's their choice, to go to the incident site. 00:19:13.468 --> 00:19:18.528 Um, they may need to be there, um, for, uh, the, the identification process. 00:19:19.048 --> 00:19:23.068 Um, they may need to be there, um, and may want to be there for the memorial service 00:19:23.088 --> 00:19:26.028 or remembrance service or to visit the site and lay down flowers. 00:19:26.588 --> 00:19:31.048 Um, we, uh, recently had an incident where a crew member has lost her 00:19:31.128 --> 00:19:34.108 life, um, uh, overseas, and we flew the family 00:19:34.268 --> 00:19:40.248 out. Part of our protocols, um, whether it is 200 people on board the aircraft or one family 00:19:40.288 --> 00:19:41.018 that you're dealing with, 00:19:41.508 --> 00:19:42.948 is to think about the detail. For 00:19:43.028 --> 00:19:45.328 instance, um, if the taxi, 00:19:45.528 --> 00:19:48.018 um, or car picks them up from home to take them to the 00:19:48.068 --> 00:19:52.578 airport, um, that the taxi driver knows not to ask any questions, 00:19:52.888 --> 00:19:57.238 not to play any music. And these are things that we've learned, you know, over the years by making 00:19:57.238 --> 00:19:57.888 the mistakes 00:19:58.008 --> 00:20:00.928 of, you know, uh, songs coming up that could mean something to the 00:20:01.028 --> 00:20:04.068 family. Um, and then holding the family's hands 00:20:04.528 --> 00:20:06.188 through the process. It could be very 00:20:06.228 --> 00:20:10.968 painful. They may want to, uh, visit the last place that the, the crew member was. In 00:20:11.028 --> 00:20:12.088 this case, a, a crew 00:20:12.148 --> 00:20:16.028 member committed suicide on the outstation, and the family wanted to visit 00:20:16.068 --> 00:20:20.968 the room. So we needed to make sure that that room is secure and left at the way the 00:20:21.008 --> 00:20:25.028 families, um, uh... you know, or the, or the way that their loved one left it. 00:20:25.568 --> 00:20:30.088 Um, but we did go in beforehand, and there was a lot of, um, signs that, um, 00:20:30.428 --> 00:20:34.048 uh, that the first responders were there. Their masks and their gloves were left, uh, lying 00:20:34.108 --> 00:20:35.308 around. So we just removed 00:20:35.348 --> 00:20:38.928 those things but left everything else untouched for the families to be 00:20:39.028 --> 00:20:39.928 able to visit that. 00:20:40.488 --> 00:20:45.688 Um, also it was a holiday resort, so we needed to make sure that the usual "Welcome, enjoy your holiday" 00:20:45.728 --> 00:20:48.168 champagne bottles wasn't in their room when they got there. 00:20:48.688 --> 00:20:50.088 Um, we replaced it with a letter 00:20:50.148 --> 00:20:53.968 from the CEO, um, and, uh, and a fruit bowl, for instance. So 00:20:54.008 --> 00:21:00.168 there's incredible detail that has to go through, um, thinking about the family's entire journey 00:21:00.288 --> 00:21:03.178 end to end. Yeah. That's a great point, and that highlights what you talked 00:21:03.228 --> 00:21:11.008 about earlier, that attention to detail and really understanding the sensitivities because these are heartbreaking situations, and every small thing 00:21:11.608 --> 00:21:13.228 compounds, I would imagine. 00:21:13.428 --> 00:21:19.228 Yes. Yes. We... Our job is we can't fix what's happened, but we can help not make it worse. 00:21:19.288 --> 00:21:20.128 Yeah. And that's what 00:21:20.168 --> 00:21:22.088 we try and do. Um, 00:21:22.188 --> 00:21:27.088 uh, another thing that I'll try and talk about very briefly is, um, it goes hand-to-hand a little bit 00:21:27.148 --> 00:21:29.008 with involvement of multiple agencies- Yeah ... and 00:21:29.028 --> 00:21:31.108 the dis- and the, the repatriation of human 00:21:31.188 --> 00:21:34.308 remains. Um, because in some jurisdictions, 00:21:34.868 --> 00:21:40.968 um, there may be, uh, identification of the remains and a, a death certificate issued, and a coroner's report 00:21:41.008 --> 00:21:42.368 or medical examiner's report 00:21:42.888 --> 00:21:45.068 may be issued. But the receiving country 00:21:45.488 --> 00:21:50.088 may want to do their own checks. I see. And that for families can be really difficult because 00:21:50.128 --> 00:21:54.048 it delays receiving their loved one back and, uh, delays having 00:21:54.108 --> 00:21:56.388 a funeral. So it is navigating 00:21:56.468 --> 00:22:00.288 that. Um, often also if there is fragmented remains, 00:22:00.788 --> 00:22:06.168 um, which is a, a very common situation that we have to communicate and support families 00:22:06.228 --> 00:22:12.068 through, where we need to explain to the families why it's taking so long to identify their, their loved one, 00:22:12.668 --> 00:22:12.997 why, 00:22:13.328 --> 00:22:19.088 um, uh, may there be multiple repatriations for one person. Uh, do the families want to know the 00:22:19.168 --> 00:22:21.088 first time that we identify their loved 00:22:21.188 --> 00:22:25.048 one, the last time, or every time? Um- Wow 00:22:25.668 --> 00:22:29.228 ... that it is very confronting, and from an operator's point of view, 00:22:29.788 --> 00:22:32.028 um, who's going to have those conversations- 00:22:32.368 --> 00:22:32.948 Indeed ... with, with the 00:22:33.008 --> 00:22:38.088 families? So it's better to bring someone in who, who, who has done this, who has trained 00:22:38.108 --> 00:22:44.528 to do this, who understands the process, who understands victim identification, repatriation, to be able to relay that information to 00:22:44.608 --> 00:22:50.277 families. But it can be exceptionally hard, and it's very, very hard, of course, not only for the families 00:22:50.328 --> 00:22:53.268 but for the, your staff who will be dealing with that information. 00:22:53.448 --> 00:22:59.628 Yeah. And that's a great point, and I would imagine, and we've seen certainly with some of the similar situations 00:22:59.668 --> 00:23:06.248 with survivors from these types of incidents, where sometimes, as you've mentioned earlier, they're taken to dispersed medical 00:23:06.288 --> 00:23:09.348 facilities. Yes. Yes. And oftentimes you won't know where those medical facilities 00:23:09.408 --> 00:23:11.008 are, what the conditions of 00:23:11.048 --> 00:23:14.988 these survivors are, and importantly, even after you've located 00:23:15.008 --> 00:23:18.048 them, it may be difficult to obtain information 00:23:18.088 --> 00:23:22.248 because of privacy requirements, health, um, health information 00:23:22.808 --> 00:23:23.268 release 00:23:24.388 --> 00:23:25.088 restrictions. 00:23:25.148 --> 00:23:31.648 Mm-hmm. So having a medical-to-medical type relationship where you might be able to smooth that process is probably also critically 00:23:31.668 --> 00:23:36.858 important- Yes ... as part of this process. Definitely. And, and that's why, um, I remember when we met that 00:23:36.888 --> 00:23:38.148 day- Yeah ... um, it was like, 00:23:38.228 --> 00:23:43.128 uh, you know, it, we just, we could see that there's something that we could do together as organizations because, 00:23:43.248 --> 00:23:51.028 um, for many, many years, um, uh, going to industry conferences where these issues are discussed under, you know, closed, 00:23:51.108 --> 00:23:52.008 uh, um, 00:23:52.108 --> 00:23:58.568 uh, uh, doors, um, it was very obvious for me always that there's this missing wedge in our response, 00:23:58.628 --> 00:24:03.568 and that is how do we look after, um, injured survivors? How do we find the medical information to be 00:24:03.728 --> 00:24:05.008 able to share this 00:24:05.048 --> 00:24:06.968 with families? Um, because 00:24:07.008 --> 00:24:12.208 there was, uh, uh, several case studies but one in specific where, um, the loved ones heard 00:24:12.268 --> 00:24:12.748 that their, 00:24:13.068 --> 00:24:15.068 their, um, loved one on board the aircraft 00:24:15.128 --> 00:24:19.008 survived, and they thought that they were going to come and meet them at 00:24:19.048 --> 00:24:23.548 the hospital, um, and, uh, and take them home. But it was life-changing, 00:24:23.968 --> 00:24:24.108 um, 00:24:24.608 --> 00:24:25.348 uh, injuries, 00:24:25.948 --> 00:24:28.728 and, uh, it... to the point that they eventually, 00:24:29.068 --> 00:24:33.308 the, these, um, injured people stayed in the US. They got citizenship 00:24:33.328 --> 00:24:37.088 in the US, um, because the care that they would have got in here was, was much better 00:24:37.148 --> 00:24:39.128 than they would have in the country where they've, they've 00:24:39.168 --> 00:24:42.238 come from. So, um, but I think for the families, 00:24:42.348 --> 00:24:44.008 the, the, the distress 00:24:44.018 --> 00:24:45.968 that they had to go through arriving, 00:24:46.168 --> 00:24:49.068 you know, uh, quite relieved their loved ones survived but then, 00:24:49.608 --> 00:24:52.308 um, being faced with the information of life-changing, changing 00:24:52.408 --> 00:24:58.128 injuries. Um, you know, if we can just anticipate that and give them that information as quickly as we can- 00:24:58.208 --> 00:25:02.868 Yeah ... um, is so important to taking care. And they've got the right to know this, you know? And 00:25:02.948 --> 00:25:03.008 I 00:25:03.048 --> 00:25:07.008 think, uh, to have those medical steps in place to support that is quite important. Absolutely. 00:25:07.348 --> 00:25:12.448 And I remember you telling me a story in one particular incident not too long ago where the 00:25:12.820 --> 00:25:16.060 As some of these survivors have been taken to multiple facilities, right? The 00:25:16.120 --> 00:25:19.120 first responders, they're trying to treat, triage 00:25:19.140 --> 00:25:22.040 and treat, and sometimes the, um, 00:25:22.560 --> 00:25:28.040 less severely injured- Mm-hmm ... they'll actually be released, and the hospital's essentially done their job, yet nobody has 00:25:28.100 --> 00:25:33.120 any clue where they are. They haven't been accounted for. Exactly. And now these, now these individuals are unfortunately left 00:25:33.200 --> 00:25:35.020 in a very precarious 00:25:35.060 --> 00:25:39.240 position. Can you speak to that a little bit as well? Yes, yes, and f- you know, from the operator's 00:25:39.320 --> 00:25:44.140 point of view, so, um, firstly, the, the, you, you've just, if you think about it, you've just walked off 00:25:44.160 --> 00:25:48.980 an aircraft. You, you know, you went to hospital, you received your treatment, and the hospital sort of says 00:25:49.060 --> 00:25:52.000 y- you're released. You don't know where to get information. You 00:25:52.040 --> 00:25:56.669 don't know who to speak to. Uh, you know, do you catch your next flight? Do you... You know, like, 00:25:56.700 --> 00:26:00.120 where do you go? What do you do? And that sort of, um, uh, 00:26:00.130 --> 00:26:02.050 uh, you know, just trying to 00:26:02.060 --> 00:26:02.740 figuring it out, 00:26:03.090 --> 00:26:07.050 i- you know, uh, as, as you've just been through this shocking, um, experience, 00:26:07.500 --> 00:26:09.000 um, must be horrifying. Yeah. So it's 00:26:09.040 --> 00:26:11.040 really our ins- uh, our responsibility to 00:26:11.060 --> 00:26:15.140 locate them, um, to give these people the information and the resources 00:26:15.180 --> 00:26:18.310 that they need and help them with their on- onward journey, 00:26:18.640 --> 00:26:20.160 and then, of course, provide them the option 00:26:20.220 --> 00:26:21.990 for medical, um, and, uh, uh, 00:26:22.200 --> 00:26:27.480 mental health support. Yeah, and I would imagine even more important, especially if you're in a location, that's unfamiliar to 00:26:27.540 --> 00:26:29.110 you, might not even speak the language- 00:26:29.620 --> 00:26:34.490 Yes ... challenges compound. Yeah, exactly. Yeah. To be reunited, if possible at all, with your belongings, 00:26:34.960 --> 00:26:38.000 um, so that you can carry on your onward journey. Yeah, 'cause I mean, you may actually not have 00:26:38.040 --> 00:26:41.800 your phone or any devices- Yeah ... or any way to communicate as well. Exactly. Yeah. So we need to 00:26:41.840 --> 00:26:43.110 be... And this is actually 00:26:43.160 --> 00:26:45.120 what I, I always say. To be able to make 00:26:45.140 --> 00:26:51.880 a difference, you need to be at the incident site. Indeed. And if you're an operator operating from a far 00:26:51.940 --> 00:26:58.060 corner of the world, getting there quickly is challenging. So to have a service provider with a global reach that 00:26:58.100 --> 00:26:59.120 can get there quickly, 00:26:59.500 --> 00:27:03.220 you don't have to worry about language, culture, visas, and we can provide that support 00:27:03.260 --> 00:27:07.140 on the ground, is exceptionally important until you can get your leadership there 00:27:07.180 --> 00:27:08.920 to, to have that visible leadership 00:27:09.040 --> 00:27:12.460 that they' need. Yeah. And I know you'll touch on it in a little bit more detail, but that's probably 00:27:12.500 --> 00:27:15.220 another area to think about as well. When you come 00:27:15.260 --> 00:27:16.980 to help and respond to 00:27:17.040 --> 00:27:23.339 that incident, you've gotta be mindful about what that location is and what that jurisdiction is, and especially potentially 00:27:23.360 --> 00:27:27.200 some of the legal ramifications associated with a mishap or an accident. 00:27:27.560 --> 00:27:33.260 Yeah. So knowing that information in advance before you show up is also probably critically important. Yes, absolutely. 00:27:33.300 --> 00:27:36.100 And we spoke a lot about what resources to have in place, 00:27:36.600 --> 00:27:41.000 um, but, you know, two of those resources is you need legal counsel. Yeah. Um, 00:27:41.360 --> 00:27:41.660 uh, 00:27:41.720 --> 00:27:43.000 and another thing is your 00:27:43.040 --> 00:27:47.420 insurers. You have to understand some parts of the world, an accident is criminalized, 00:27:47.960 --> 00:27:49.340 um, and they' may detain 00:27:49.360 --> 00:27:54.100 your crew. If you have a senior person traveling there, that he, they may be at risk, um, of being 00:27:54.140 --> 00:28:00.750 detained or their passport confiscated. So it's understanding that environment that you're going to- Wow ... respond in is really 00:28:00.780 --> 00:28:03.060 important. Yeah, lot to consider. Yeah.