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Training Training courses courses Paris 12.03.2009 Paris 12.03.2009

Training courses Paris 12.03.2009 Paris 12.03.2009

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Page 2: Training courses Paris 12.03.2009 Paris 12.03.2009

Content:

1. Figures – PRMs2. Training Objectives3. Airport Processes4. Training Programme5. Trainers Outline

Page 3: Training courses Paris 12.03.2009 Paris 12.03.2009

1. Figures - PRMs

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PRMs and disabled persons The airport environment is often disabling (long distances,

complexity of processes) Big airports versus aging population

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Incidence of disability by age group

Correlation between age and reduced mobility

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PRMs figures

European airports:

1 billion passengers per year PRM: 0,5 % = 5 million per year Becoming 10 Million in the next 15 years

Page 8: Training courses Paris 12.03.2009 Paris 12.03.2009

2. Training Objectives

Page 9: Training courses Paris 12.03.2009 Paris 12.03.2009

Objectives

• Offering a well-balanced training programme fit for meeting the needs

of different groups.

• Training programme fully compliant with EUR 1107/2006 Recommendations of ECAC Doc 30 – part I – section 5 and its

annexes 14 CFR Part 382 Final Rule Applicable to

Dedicated PRM staff Airport staff in direct contact with the travelling public Airline staff Civil Aviation staff

Training objectives

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How to achieve the objectives ? Modular built up programme (8 modules) Tailor made programme in relation to « specificities on the

jobs » for PRM staff Airport staff in direct contact with the travelling public

Specificities on the job based on airport processes Arrival Departure Transfer

Training objectives

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3. Airport Processes

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Airport processes Parking Bus Train comp Taxi Car - Hotel

TerminalTerminal

Airside

Check-in Baggage

porter

Tax-free shopsRestaurantsToilets

Toilets

Check-in

Info desk

LandsideLandsidePorterPorter

serviceservice

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The departing process

PRM assist.provider

Security (PIF)

Border control

Check-inCounter

Information desk

Airline staff

Airport facili-ties (bars,shopsrestaurants etc.)

Gate staff

Landside

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The arrival process

Airline staff

Airport facilities

Information desk

Gate staff PRM assist. provider

Customs services

Border control /immigration

Lost and found Baggage claim

Landside

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4. Training Programme

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Training programme Parties involved

– PRM staff (airport / 3rd party)– Front line airport staff (direct contact with PRMs)

Check-in agents / information desk Security staff /airport security Border control Airport facilities (bars, restaurants, etc.) Gate staff Airlines Immigration /customs Lost and found

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Training programme Parties involved (2)

– Airport management / PRM project manager – Civil Aviation Authorities and National Enforcement Bodies

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Training programme Parties involved (2)

Based on “on the job” specificities, the parties involved can be reduced to 4 important training groups:

Check- in agents Security screening agents

General service providing groups Border control /Immigration / customs / information desk /

airport security Airport facilities : lounges, bars, restaurtants, shops, etc.

Exception : Ramp staff – luggage loading (no direct contact)

• Staff handling equipment (damage)

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The 8 Modules

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Training programme

Module 1 – Legislation

European PRM regulation 1107/2006 ECAC doc 30 part I - section 5 + annexes American law – 14 CFR Part 382, Final rule

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Training programme

Module 2 - Disability awareness & customer service

Facing barriers when using air transport Medical model versus Social model General guidelines “How to assist PRM /disabled persons” Specific customer service for

WCH passengers Visual impaired people / guide dogs Hard of hearing / deaf persons Speech impaired people Persons with mental problems, learning or

comprehension difficulties, Elderly

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Training programme

Module 3 - Kinetics of lifting

Anatomy of the spinal column and basic working principles Normal motion system Lifting principles

Load Division of pressure / forces Lifting positions: do’s and don'ts Correct starting position for lifting techniques

Lifting techniques chair to chair -2 persons chair to chair -1 person Practical session

lifting techniques

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Training programme

Module 4 - Equipment awareness - Annex K

Walking aids : different types and specifications Wheelchairs:

different types and specifications Aisle chairs Minicars Tender adjusted for WCH users Ambulift

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Training programme

Module 5 - First Aid

What is a life threatening situation Consciousness / Breathing / Blood circulation What to do in case of a critical situation

Vital functions Nervous System Respiratory system Heart and blood circulation

CPR Techniques :

• chin lift • Recovery position • CPR technique (breathing, pumping)

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Training programme

Bleedings and types of wounds Type of wounds Type of bleedings How to treat severe bleedings

Traumatology Types of fractures Dislocations Sprains and strains

Module 5 - First Aid (2)

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Training programme

Module 6 – disabilities / pathology

Defining and recognizing specific problems and needs Pathology of body systems and its consequences

The muscular systemThe nervous system The movement system The circulatory systemSensory system : eye, earMental health problems / deficienciesMetabolism : diabetes

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Training programme

Module 7 – basic principles of dressing and undressing– Reduction of additional and unnessesary manipulations and

movements.– Hemiplegia / paraplegia/ tetraplegia / paralysis of the limbs– Practical session

Module 8 – Testomonies of PRMs when flying

– What issues are important when travelling by air from their point of view

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Training programme

Certificate

Multiple choice tests at end of training session Questionnaire per module Certified when min 12/20

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5. Trainers Outline

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Who: PRM staff

What: all modules

How: training 1 on 1 / no train-the-trainer principle

Trainers outline

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Trainers outline

Who: All Airport staff (frontline staff )

What: General modules : • Legislation • Disability awareness• Equipment• Testomonies of PRMs• Customer Service: in relation to specific jobs: - Check in – specific customer service – IATA codes - Security - specific customer service – Annex

F

How: Train-the-trainer principle

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Trainers outline

Who: Cabin crew

What: General modules : Legislation Equipment Kinetics of lifting Disability awareness Customer service related tojob (in-flight

service, safety measurements etc.)

How: Train-the-trainer principle

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Trainers outline

Who: Ramp handlers – luggage loaders

What: Modules : Legislation Equipment : how to handle, value Kinetics of lifting Testomonies

How: E – learning possibility ?

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Trainers outline

Who: Airport Management / PRM project manager

What: Modules : Legislation Disability awareness Equipment Cost calculation / PRM charge Quality and Performance control Complaints handling

How: 1 on 1

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Trainers outline

Who: Civil Aviation Authorities and National Enforcement Bodies

What: topics: - Legislation

- Disability awarenes- Equipmen- Complaints handling- Audits on financial and quality items

How: 1 on 1

Page 36: Training courses Paris 12.03.2009 Paris 12.03.2009

Website: www.jaa.nextgear.nl/courses.html