training courses paris 12.03.2009 paris 12.03.2009
TRANSCRIPT
Training Training coursescourses
Paris 12.03.2009Paris 12.03.2009
Content:
1. Figures – PRMs2. Training Objectives3. Airport Processes4. Training Programme5. Trainers Outline
1. Figures - PRMs
PRMs and disabled persons The airport environment is often disabling (long distances,
complexity of processes) Big airports versus aging population
Population figures
People are getting older The elderly are used to
travelling
Low cost > flying is becoming more popular
Incidence of disability by age group
Correlation between age and reduced mobility
PRMs figures
European airports:
1 billion passengers per year PRM: 0,5 % = 5 million per year Becoming 10 Million in the next 15 years
2. Training Objectives
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
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
3. Airport Processes
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
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
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
4. Training Programme
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
Training programme Parties involved (2)
– Airport management / PRM project manager – Civil Aviation Authorities and National Enforcement Bodies
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)
The 8 Modules
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
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
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
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
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)
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)
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
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
Training programme
Certificate
Multiple choice tests at end of training session Questionnaire per module Certified when min 12/20
5. Trainers Outline
Who: PRM staff
What: all modules
How: training 1 on 1 / no train-the-trainer principle
Trainers outline
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
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
Trainers outline
Who: Ramp handlers – luggage loaders
What: Modules : Legislation Equipment : how to handle, value Kinetics of lifting Testomonies
How: E – learning possibility ?
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
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
Website: www.jaa.nextgear.nl/courses.html