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
Baggage
Info desk
Tax-free shops
Restaurants
Toilets
Airside
porter
Toilets
The departing process
Landside
PRM assist.
provider
Airport facilities (bars,shops
restaurants etc.)
Gate staff
Information
desk
Check-in
Counter
Security
(PIF)
Border
control
Airline staff
The arrival process
Airline staff
Border control
/immigration
Lost and found
Baggage claim
PRM assist.
provider
Airport
facilities
Customs
services
Gate staff
Information
desk
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
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:
PRM staff
What:
all modules
How:
training 1 on 1 / no train-the-trainer principle
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