Emergency Working Groups at Airports (2019)

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56 A P P E N D I X F LAX EWG Handbook Emergency Working Group Handbook In the event of an emergency, the EWG Team Leader should make copies of pages 3 & 4 for responders and begin assigning roles and activating the team. Response Locations are identified on page 9. Revision: 2 Dated: March 9, 2017 Updated By: LAX EWG Leadership Kirk Demers Oliver Maatsch Brandy White Initial Workbook created SFO EWG Leadership Cathy Morrison Kelli White Molly Lynn Robert Merrill And the rest of the EWG Team

LAX EWG Handbook 57 Contents EWG Purpose Responder Roles Assignment Table Emergency Response Basics Activation Standard Response Locations Team Resources RESPONSE PARTNERS Internal Airport Partners External Partners American Red Cross CONTACT LISTS and RESOURCES EWG Core Team Contacts Airport Authority and Operations Airport Emergency Services/Agencies External Resources Local Hospitals & their contacts Other Emergency Services or Medical Supplies Vendors

58 Emergency Working Groups at Airports Emergency Working Group (EWG) Purpose What is the EWG? The LAX Emergency Working Group (EWG) is comprised of representatives from the airport community who meet regularly to discuss/resolve open issues and improve processes to assist and support each other in the event of an emergency. EWG Responders are individuals who work at the airport for airlines, ground handlers, and other vendors who are trained for their role as an EWG Responder. Why was the EWG formed? History has shown that detailed preplanning and a minimum amount of training is required to successfully support other airlines or organizations in an initial response. The EWG aims to ensure there are enough qualified, compassionate resources to assist any airline in a time of crisis. The EWG can ensure that the Affected Airline has considerable support for passengers, families, and staff to respond to the event and potentially continue their operation. When is this group needed? The EWG is needed whenever an LAX airline tenant is involved in an accident or serious incident where they need assistance with the response. The EWG may also be utilized during natural disasters or other events that affect the whole airport community. Where can the EWG help? The EWG can assist an affected carrier in almost any onsite location where they need assistance. Some of these locations may be the Friends and Relatives Center (FRC), the Passenger Gathering Area (PGA), the Reunification Center, the Affected Airline’s Command Center, the Airport’s EOC, and in the EWG Command Center. It is important to note that the Affected Airline Emergency Response Plan is the ONLY plan in effect. The EWG is “support” to assist the Affected Airline. At any time the Affected Airline can stand down the support group. The EWG is committed to delivering compassionate, empathetic support during difficult times. EWG Responder Roles EWG Team Members or EWG Responders may assist in many different ways. Some examples of common tasks they may do are: • Sitting with Friends and Relatives in the FRC and filling out information forms for them if possible (i.e., enough resources available) • Sitting with Passengers/Survivors in the Passenger Gathering Area and filling out information forms for them • Acting as escorts to take Friends & Relatives to the designated airline’s (or airport’s standard) FRC • Gathering supplies needed in the reception centers and/or Affected Airline command center • Assisting with administrative/scribe duties

LAX EWG Handbook 59 • Assisting the carrier/airport community wherever needed (Important Note: The Affected Airline(s) involved in the event will identify which roles need to be filled.) EWG Working Group The EWG Working Group are those EWG Responders who attend monthly meetings to help plan, organize, and lead the EWG response. This EWG Core Team maintains a roster of EWG Responders. EWG Core Team Members/Airlines are expected to attend regular EWG monthly meetings; assist the group with development of procedures, tools, and resources; and be prepared to respond to a variety of events affecting SFO or its tenants. EWG “Core Team” Members will take on leadership roles in the response, such as: • EWG Command Center Leader • EWG Team Coordinator • Logistics Coordinator • Airport EOC Liaison (Affected Airline Liaison) Other EWG Responder roles may include: • Escorts • Fr iends and Rela t ives Center (FRC) Representative • Passenger Gathering Area (PGA) Representative • Provisioning (providing resources such as: food, water, phones, t issues, etc.) • Scribes • Data Collectors • Runners

60 Emergency Working Groups at Airports Assigned Roles/Duties Summary Team Member Assigned Contact Number EWG Command Center Leader Leads the response by the EWG Team Members. Responds to the needs identified by the Affected Airline or Airport EOC Liaison. EWG Team Coordinator Activates the team of responders; keep contact lists, phone numbers, and duty hour log up-to- date; ensures responders get breaks and food; and coordinate the deployment of additional responders. Logistics Coordinator Secures and distributes any necessary resources. These may include various items, such as: food/snacks, water, Kleenex, paper, pens, blankets, flip flops, sweats/clothing, etc. It may also include assisting with other needs, such as transportation. Airport DOC Liaison Responds to the Airport’s DOC and makes contact with the Affected Airline in order to gather information, offer resources, and identify any needs the airline(s) involved may have. Escorts Escort Family Members to the FRC (typically from the Ticket Counter or Baggage Claim areas). FRC Representatives Assist friends and relatives in the FRC by sitting with them and filling out, if possible, the Friends & Relative Information Forms for them, providing those forms to the FRC Team Leader, and meeting other needs the friends and family members (or FRC Leader) may have. Provide wrist band to individual(s) once completed Passenger Gathering Area Representatives Assist passengers/survivors in the Passenger Gathering Area by sitting with them and filling out the Passenger Information Forms for them, if possible, providing those forms to the area’s Team Leader, and meeting other needs the passengers (or Team Leader) may have. Provisions Collect supplies and resources that any of the response locations may need. Distributes these supplies where necessary. Supplies needed may include: water, snacks, Kleenex, paper, pens, blankets, flip flops, sweats, etc. Scribe(s) Shadows an affected airline team member, taking notes for them or assisting with other administrative duties. Data Collectors Assist the EWG Team Lead in collecting information on the status of the response at various locations (triage area, reception centers, logistics area, etc.) Runners Gathers and distributes supplies or forms to various response areas. Runners may also be asked to go off airport property to gather supplies/resources as well.

LAX EWG Handbook 61 Emergency Response Basics There are some basic guidelines that may help responders with dealing with the stressful, chaotic, nature of a response: • Understand that the initial hours of a response WILL BE CHAOTIC, so be patient and flexible. • DO NOT self-deploy to any of the reception centers. Respond to the EWG Command Center to receive your assignment. • Let the airline involved take the lead in the reception centers whenever possible. When assisting survivors, families, and friends: • Meet family members or survivors where they are (sit if they are sitting, stand if they are already standing) • Introduce yourself • It is OK to say “I am so sorry for what you are going through.” / “I realize this must be difficult.” • Let family members know that the FRC is the best place to get reliable, up-to-date information. • Offer passengers and family members light food/beverage. • ASK THEM what they need or if there is anything you can do for them immediately. Then do it. Activation Notification and Communication EWG Core Team Members are part of the LAX Alert System. Once an alert is sent out for an event that may require a response by the EWG, an EWG Team Leader will send a GroupMe alert to the EWG Core Team to notify them of the need for a conference call and to provide the bridge line number in order for the team to immediately call in. On that call the Core Team will: • Receive a briefing of known information regarding the event • Determine the level of response needed by the EWG • Determine who will fill which leadership roles If the response requires activation of responders, the EWG Team Coordinator will notify the EWG Responders via the GroupMe app of the need for activation, the number of responders needed, and the response location (if different than the EWG Command Center). Once they receive the alert, EWG Responders should respond with their ETA to the EWG Command Center (or other identified response location).

62 Emergency Working Groups at Airports What to Bring Once activated, team members will report to either the pre-identified Initial Response Location or to the EWG Command Center, as instructed in the activation text or phone call. Team Members should bring: • A cell phone • Phone charger and/or additional external battery • EWG Supply Kit/Go Bag (see Resources) Role Assignments Once onsite, the EWG Team Leader or Team Coordinator will provide you with an assignment. Prior to departure to your response location: • Get briefing from EWG Team Leader • Provide your cell number to the EWG Team Coordinator • Get the phone number for the EWG Command Center • Find out how often the Team Leader would like an update on activities. Once at your response location: • Begin performing the role you’ve been assigned. • Report back to the EWG Command Center at regular intervals as defined by the EWG Team Leader Standard Response Location Any carrier that does not have their own, previously identified response locations may utilize the following response locations. A carrier is free to utilize their own response locations and the EWG may still assist that carrier in other ways as needed. Standard Emergency Response Locations AIRPORT EMERGENCY RESPONSE LOCATIONS Center Location/ Room Telephone # Fax # Other Information Airport Emergency Operations Center (DOC) Location Description: Friends & Relatives Center (FRC) Location Description:

LAX EWG Handbook 63 Passenger Gathering Area (PGA) Location Description: Reunification Center (RC) Location Description: EWG Command Center Location Description: EWG Responder Response Location (if different than EWG Command Center) Location Description: Supplies Available in Response Locations The LAX Emergency Management maintains a number of supplies that may assist the Affected Airline and the EWG with a Response: • In the Standard Friends and Relatives Center they stock: o Generic Friends and Relative Information Forms – in yellow o Wristbands in yellow to identify family members who have already had their information collected o Kleenex o Table to use as a check-in table • In the Passenger Gathering Area, they stock: o Generic Passenger Information Forms – in green o Wristbands in green to identify passengers/survivors who have already had their information collected o Blankets or solar blankets o Flip flops (in case passengers have lost their shoes) – in limited supply

64 Emergency Working Groups at Airports o Sweats (in case passenger clothes have been damaged or soaked in jet fuel) – a limited supply • Emergency Stock items including: o Non-latex gloves o Office supplies o Water o Water cups o First aid kits Team Resources Some of the resources available to the EWG include: • This handbook • Responder List • GroupMe App • EWG Bridge Line Number • EWG Go Kit EWG Handbook The EWG Handbook is intended to be used as a reminder or quick reference in a response and to act as a guide for continuity of operation of the EWG through changes in airlines or team roles and responsibilities. Responder List The EWG Core Team will maintain a list of EWG Responders who have been through EWG training. The Responder List is located at the end of this handbook in the Contacts and Resources Section. GroupMe App The LAX EWG utilizes a free activation and communication tool called GroupMe. GroupMe is an app for both iPhone and Android users. Each EWG Team Member or Responder will be placed in one of two groups within GroupMe (EWG “Core/Planning” Team or EWG Responder Team). Among other things, this app will be utilized to notify responders of the need for a response, distribute phone numbers of team leaders, and communicate with responders. Having two teams within the app allows for the Team Leaders to brief together prior to activating the whole team and to identify who will fill which EWG “Core” Team leadership role. Some tips for team members utilizing the app: • Short simple messaging is best.

LAX EWG Handbook 65 • The app should primarily be utilized for notifications of an event, the need for responders, or the need for a conference call with the EWG Core Team. • The app should not be utilized to have “discussions”, as responders not involved in the discussion will constantly have texts coming to their phones as they attempt to manage other parts of the response. • To remove yourself from an ongoing “discussion” or response alerts. EWG Bridge Line The EWG Bridge Line is utilized by the EWG Core Team to hold an initial call to determine the level of response needed to an event by the EWG, to identify leadership roles for the Core Team members, and to coordinate the next steps. The bridge line may also be utilized throughout the response for briefings or updates. Go Kits Some EWG Team Members have been assigned a EWG Go Kit. Each participating carrier is responsible for storing a few EWG Go Kits for use by their team members. The Go Kit contents include: • A vest with the EWG logo for identification • Generic Information Forms o Friends & Relative Information Forms – yellow o Passenger/Survivor Information Forms – green • Wristbands (2 sets matching the forms) • A clipboard • Pens & Paper • The EWG Phone List (or active participant list) RESPONSE PARTNERS The EWG partners with a number of organizations during a response. Some of the partner organizations include: Internal Airport Partners The EWG partners with a number of organizations during a response. Some of the partner organizations include: • LAX Airport Emergency Operations Group • Guest Service Director/Traveler’s Aid • Airport Clergy • LAX Emergency Responders LAX Airport Emergency Operations Group

66 Emergency Working Groups at Airports The LAX Airport Emergency Operations Group has been an integral part of the EWG since its inception. The LAX EOG works side by side with the EWG to mentor and support the group, introducing new airline tenants to the EWG, and offering exposure to the city and local support network. The LAX EOG has helped to identify and make available standard emergency response locations (reception centers) and offer them for use by any Affected Airline as needed. They have also stocked considerable resources in the reception centers for use during a response. GEMS (Guest Experience Managers) LAX GEMS volunteers as well as a vendor that provides staffing for arrival level information booth. During a response, GEMs will coordinate with the various booths in the terminals to provide information to those onsite and also communicate information on friends and relatives back to responders. All employees and volunteers receive training pertaining to their role. GEMs will have a seat in the Airport’s DOC and communication and request needs with the EWG EOC Liaison. LAX Emergency Responders Among other agencies, LAX Airport has local police, firefighters, and TSA that participate in the DOC. These agencies will be activated by the LAX ARCC. External Partners The EWG also partners with a number of external agencies and organizations during a response. Some of the partner organizations include: • The American Red Cross • Other Non-Profit Groups American Red Cross Per the Aviation Disaster Family Assistance Act of 1996, the American Red Cross (or other designated national volunteer organization) will provide the following during transportation disaster responses: • Mental Health Services – including mental health “first aid” and referrals to other longer term local mental health resources • Clergy Services • Assistance with patient tracking and coordination with the hospitals • Provisioning for responders, investigators, and families (water, food, blankets, etc.) Other Non-Profit Groups All other non-profit groups and spontaneous volunteers will be vetted through the American Red Cross.

LAX EWG Handbook 67 Local Hospitals A number of local hospitals may be utilized in an emergency. CONTACT LISTS and RESOURCES LAX EWG Core Team Name / Primary Role OFFICE TELEPHONE MOBILE TELEPHONE HOME TELEPHONE CARRIER EMAIL: EMAIL: EMAIL: EMAIL: EMAIL: EMAIL: EMAIL: EMAIL: EMAIL: EMAIL: EMAIL:

68 Emergency Working Groups at Airports EMAIL: Airport Authority and Operations EMERGENCY OPERATIONS GROUP (EOG) OFFICE TELEPHONE MOBILE TELEPHONE HOME TELEPHONE OTHER LOCAL 911/ EMERGENCY SERVICES Who receives this call? 1 Airport Authority/Manager EMAIL: 2 Airport Operations Center EMAIL: 3 Airport Emergency Operations and Planning Contact(s) EMAIL: 4 Airport Communications Center EMAIL: 5 Airport PIO/ Communications Mngr. EMAIL: Media Center Location: 6 Terminal Paging EMAIL: AIRPORT EMERGENCY SERVICES/AGENCIES Service/Agency Organization Name Contact Name Title 24/7 Telephone # Other Information 1 Airport Rescue and Fire Fighting (ARFF) EMAIL: 6 Airport Police EMAIL: 7 Airport Security/TSA EMAIL:

LAX EWG Handbook 69 External Resources Local Hospital Contacts Hospital Name Contact Name Title 24/7 Telephone # Closest Hospital EMAIL: Specific Info/Address: Hospital EMAIL: Specific Info/Address: Hospital EMAIL: Specific Info/Address: Hospital EMAIL: Specific Info/Address: Hospital/Clinic EMAIL: Specific Info/Address: Hospital/Clinic EMAIL: Specific Info/Address: Hospital/Clinic EMAIL: Specific Info/Address: Hospital/Clinic EMAIL: Specific Info/Address:

70 Emergency Working Groups at Airports Service/Agency Organization Name Contact Name Title 24/7 Telephone # Other Information Local City/ County Fire EMAIL: Local American Red Cross Chapter EMAIL: Medical Supplies (Wheelchairs, etc.) EMAIL: Specific Info/Address: 24 Hr. Pharmacy Specific Info/Address: EMAIL: Specific Info/Address: Vendors 1 Caterer Organization Name: Contact Name: Contact Mobile: 24/7 Phone Contact: Alt. Contact Name: Alt. Contact Mobile Type of Food: 2 Organization Name: Contact Name: Contact Mobile: 24/7 Phone Contact: Alt. Contact Name: Alt. Contact Mobile Type of Supplies Available: 3 Organization Name: Contact Name: Contact Mobile: 24/7 Phone Contact: Alt. Contact Name: Alt. Contact Mobile Type of Supplies Available: Other Emergency Services or Medical Supplies

LAX EWG Handbook 71 4 Organization Name: Contact Name: Contact Mobile: 24/7 Phone Contact: Alt. Contact Name: Alt. Contact Mobile Type of Supplies Available: 5 Other Organization Name: Contact Name: Contact Mobile: 24/7 Phone Contact: Alt. Contact Name: Alt. Contact Mobile Type of Supplies Available: Examples of exercise materials such as checklists, templates, planning elements, hazard identification and risk assessment tools, evaluation criteria, after action reports, and other relevant tools and considerations, NTSB workshop agendas