Training courses

Paris 12.03.2009

Content:
1. 2. 3. 4. 5. Figures PRMs Training Objectives Airport Processes Training Programme 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

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

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

3. Airport Processes

Airport processes
Parking Bus Train comp Taxi Car - Hotel

Landside
Porter service

Terminal

Check-in Info desk

Tax-free shops Restaurants Toilets

Baggage porter

Toilets

Airside

The departing process

Landside

PRM assist. provider

Information desk

Check-in Counter

Airport facilities (bars,shops restaurants etc.)

Security (PIF)

Border control

Gate staff

Airline staff

The arrival process

Airline staff

PRM assist. provider

Gate staff

Border control /immigration

Airport facilities

Information desk

Lost and found Baggage claim

Customs services

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: dos 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
Module 5 - First Aid (2)
Bleedings and types of wounds Type of wounds Type of bleedings How to treat severe bleedings Traumatology Types of fractures Dislocations Sprains and strains

Training programme
Module 6 disabilities / pathology
Defining and recognizing specific problems and needs Pathology of body systems and its consequences The muscular system The nervous system The movement system The circulatory system Sensory system : eye, ear Mental health problems / deficiencies Metabolism : 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

Trainers outline
Who: What: How: PRM staff all modules training 1 on 1 / no train-the-trainer principle

Trainers outline
Who: What: All Airport staff (frontline staff ) 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 Train-the-trainer principle

How:

Trainers outline
Who: What: Cabin crew 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