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Cabin Safety Evaluation Program

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Title: Cabin Safety Evaluation Program


1
Cabin Safety Evaluation Program
2
What is a Cabin Safety Evaluation?
  • A performance evaluation program that monitors
    Inflight Crewmember compliance with regulatory
    and company policies and procedures. Benefits of
    this program allow for continual improvement of
    our processes to maintain a safe environment for
    Crewmembers and Customers.

3
Program Components
  • Introduction
  • Background
  • Program Components
  • Closed Loop Process

4
Cabin Safety Evaluations
  • For Inflight Service
  • To uphold our number one Value
  • Ensure onboard compliance of safety
  • Ensure onboard compliance of regulatory standards
  • Gain a snapshot of what is happening
    operationally
  • Hold crewmembers to a safety standard
  • Identify areas of opportunities for best practice
    and learning
  • For the FAA
  • Safety Attribute Inspections
  • We say what we are doing per FAA SOP
  • Element Performance Inspections
  • We are doing what we said (SAIs) we are doing

5
How was the Cabin Safety Evaluation created?
  • Developed in three pieces
  • CSE Form
  • CSE Crewleader Guide
  • CSE Closed Loop Process
  • New 8900 in FSIMS
  • FAA Inspector Enroute Checklist
  • ATOS EPIs
  • Current QSR program
  • Industry best practice
  • Feedback from our local FSDO

6
Who will conduct them?
  • Short term
  • Inflight Supervisors
  • Managers
  • Directors
  • JBU - College of Inflight
  • Long term
  • Quality Assurance Auditors/Evaluators

7
Program Components
  • Cabin Safety Evaluation Crewleader Reference
    Guide
  • Cabin Safety Evaluation Procedures
  • Debriefing Cabin Safety Evaluations
  • Steps for processing completed Safety Evaluations
  • Cabin Safety Evaluation Form Reference
  • Cabin Safety Evaluation Form
  • Cabin Safety Evaluation Process Flow Chart

8
Base Expectations
  • Goals
  • Schedules

9
  • QUESTIONS?

10
Know before you go
  • Preparation
  • No more than two evaluations per segment
  • If block time is less than 75 minutes, only one
    CSE can be conducted
  • No commuting flights
  • No layovers
  • List for flights in Flight Speed or request
    through Blue Business Travel following Corporate
    Positive Space Travel procedures (in T-Class)
  • Include seat preference in your request (no EML
    seats)
  • Request to be seated in the service section of or
    immediately behind Crewmember being evaluated

11
Know before you go
  • Day of Travel
  • Have mandatory items
  • Uniform or business casual attire
  • Print out the crew information from CrewTrac
  • Ensure you have Forms and a Reference Guide
  • Review Rating Criteria

12
  • QUESTIONS???

13
Cabin Safety Evaluation
  • THE FORM

14
CSE FORM
15
Rating Criteria
  • YES - The behavior is demonstrated 100 of the
    time when the opportunity exists
  • YES WITH COACHING - The behavior is demonstrated
    only after the Crewmember has been coached on the
    proper procedure. Applicable to Pre-flight tasks
    and those tasks where the ability to witness
    completion again exists.
  • NO The behavior or part of the behavior is not
    demonstrated even after coaching.
  • NOT OBSERVED - Selected when a task is not
    observed by the Auditor due to seat location or
    anything impeding view of the task.
  • NOT APPLICABLE - Selected when a task that is the
    responsibility of the position of the Crewmember
    being evaluated or procedure does not apply for
    specific flight flown.

16
Attend Inflight Crew Briefing
17
Up-to-date Flight Attendant Manual
18
Valid Company ID card
19
Working flashlight
20
Valid Crew Card
21
Working Time Piece
22
Valid Passport
23
Present at gate 50 minutes prior to departure(45
minutes mid- pairing layover)
24
Attend Flight Deck Crew Briefing
25
Attend Integrated Crew Briefing
26
Receive Integrated Crew Briefing Form
27
Preflight all Jumpseat Seatbelts/Harnesses
28
Preflight Demo Equipment
29
Preflight PRA and Interphone Systems (PA)
30
Preflight Automatic External Defibrillator (AED)
31
Preflight Biohazard Kit (BHK)
32
Preflight Emergency Locator Transmitter (ELT)
33
Preflight Emergency Medical Kit (EMK)
34
Preflight Evacuation Slides/Rafts/Pressure Gauge
35
Preflight First Aid Kits (FAK)
36
Preflight Flashlights
37
Preflight Halon Fire Extinguisher
38
Preflight Lifelines
39
Preflight Life Vests
40
Preflight Manual Release Tool (MRT)
41
Preflight Megaphones
42
Preflight Portable Breathing Equipment (PBE)
43
Preflight Portable Oxygen Bottle (POB)
44
Preflight Survival Kit
45
Preflight Lavatories
46
Preflight Onboard Wheelchair
47
Perform Components of Cabin Security Check
48
Preflight Galleys, Carts and Restraints
49
Preflight Safety Information Cards
50
Stand in appropriate position for boarding
51
Make Boarding PAs
52
Make Exit Row Criteria PA

53
Monitor Carry-On Baggage
54
Conduct Exit Row Briefing
55
Monitor Child Restraint Systems (CRS)
56
Monitor Electronic Devices
57
Brief Special Needs Customers
58
Brief Jumpseat Riders
59
Make Prior to Closing The Boarding Door(s) PA
60
Complete Cabin Compliance Check after PA but
before closing the boarding door
61
Provide Row 1-11 count to Flight Deck once all
passengers have boarded
62
Perform Ground Security briefing with Capt. and
GSC or designee prior to closing door
63
Make When Door is Closed PA
64
Arm Primary Door then Secondary Door
65
Visually Cross Check Doors
66
Verbally communicate doors are armed and cross
checked via interphone
67
Set IFE System to Standby for Taxi Out Safety
Briefing
68
Complete Taxi Out Safety Briefing
69
Activate IFE System after Taxi Out Safety
Briefing
70
Complete Cabin Compliance Check
71
Complete Galley Compliance Check
72
Take assigned jumpseat immediately after
Compliance Check
73
Include appropriate beverage/snack offerings
announcement after Compliance Check
74
Ensure Passenger compliance with seatbelt sign at
all times, while on active taxi ways
75
Notify Flight Deck cabin is secure when signaled
76
Take Brace Position for Take Off
77
Make Above 10,000 feet PA
78
Make Seatbelt sign turned off P.A., if not made
by Flight Deck
79
Maintain secure galley throughout service/flight
80
Conduct Cabin Checks every 10-15 minutes
81
Answer interphone calls promptly
82
Answer cabin calls promptly
83
Conduct periodic lavatory checks
84
Perform proper procedures for Flight Deck
entry/exit
85
Make Seatbelt sign turned on P.A. when seatbelt
sign is turned on, if not made by Flight Deck
86
Perform Seatbelt Compliance Check when seatbelt
sign is illuminated (as soon as conditions permit)
87
Make Initial Descent PA at Initial Descent
88
Conduct Seatbelt Compliance Check
89
Make Final Descent PA upon double chime
indicating 10,000ft
90
Conduct Cabin Compliance Check
91
Complete Galley Compliance Check
92
Take Assigned Jumpseat immediately following
Compliance Check
93
Make Arrival PA
94
Make Block in at Gate PA
95
Disarm Primary Door then Secondary Door, once
blocked in at the gate
96
Visually Cross Checks Doors
97
Verbally communicates doors are disarmed and
cross checked via interphone
98
Remain in position for deplaning
99
Anything else???
100
  • QUESTIONS ???

101
Cabin Safety Evaluation
  • CLOSED LOOP PROCESS

102
(No Transcript)
103
Steps for Processing Completed Cabin Safety
Evaluations
  • Any No responses or a total of 5 Yes with
    Coaching will flag
  • If no follow-up is required, document the
    Crewmembers e-file

104
Steps for Processing Completed Cabin Safety
Evaluations
  • If follow up is needed
  • FSC Inflight Standards will create a Corrective
    Action Report
  • A.K.A. CAR
  • Basic Crewmember information
  • No and Yes w/ Coaching findings
  • Corrective Action Plan
  • Other documentation
  • Created by FSC Inflight Standards
  • Submitted to Supervisor
  • Supervisor will create a Corrective Action Plan
  • A.K.A. CAP
  • Submitted by Supervisor to FSC Inflight Standards
  • An action taken to eliminate causes of existing
    non-compliance in order to prevent recurrence

105
Details of Corrective Action Plan (CAP)
  • Description of previous safety related
    occurrences
  • Description of Immediate Action to be taken
  • Estimate Date of Implementation
  • Person responsible for delivering the CAP
  • Submit to Inflight Standards for approval

106
How to Complete a CAP?
  • Open the CAR and review the findings marked No
    and/or Yes with Coaching
  • Collect supporting data
  • Review the Crewmembers file for previous history
    of safety concerns
  • Contact the Auditor that conducted the evaluation
    for further information
  • Provide a brief description of any previous
    history of safety related occurrences from past
    CSE, Customer Feedback, IIR, etc.

107
  • Brief description of the conversation that will
    take place with the Crewmember
  • Progressive Guidance recommendation, additional
    training, etc.
  • Acceptable methods of delivering the CAP
  • one-on-one (preferred)
  • Phone
  • Unacceptable method of delivering the CAP
  • E-mail

108
  • Indicate when the CAP will be discussed
  • Within 10 days of the approval of the CAP
  • If this can not be scheduled within 10 days,
    include an explanation
  • Crewmember on LOA, PTO etc.

109
  • Indicate who will deliver the CAP with the
    Crewmember
  • In the event of Supervisor absence, identify
    another Leader to implement the CAP

110
Steps for Processing Completed Cabin Safety
Evaluations (Cont)
  • If CAP approved by FSC Inflight Standards
  • Implement CAP
  • Document on CAR and Send to FSC Inflight
    Standards
  • If final is approved, document crewmember admin
    file
  • If disapproved, base manager will be notified
  • If CAP rejected by FSC Inflight Standards
  • 2 days to revise the CAP and re-submit

111
Where you will go to enter CSE online
112
Where you will see your team CSE and CAR
113
Quality Assurance
  • Reports generated by tasks and rating criteria to
    highlight and research systematic trends
  • Reports generated to ensure Supervisor compliance
    to program
  • Reports will be provided to Inflight Service
    Leadership, FAA, and JBU
  • Audits will be conducted to investigate root
    causes and solutions to systematic and chronic
    issues

114
  • LIVE DEMONSTRATION

115
  • QUESTIONS ???

116
Leadership Rules of the road
  • Introduce yourself
  • Attend Inflight, Flight, and Integrated Crew
    Briefings when able
  • Be familiar with specific duties/responsibilities
  • If observing two Crewmembers, complete the
    Preflight section of the CSE Form with one of the
    Crewmembers
  • Complete the preflight tasks with the second
    Crewmember after service as been completed
  • Do not write during the boarding process
  • Debrief after service, if time permits
  • Complete remaining sections of the CSE Form

117
Debriefing a Cabin Safety Evaluation
  • Should occur onboard before Initial Descent or
    after the flight
  • Ensure privacy
  • Keep situational awareness a priority (Customers,
    volume of conversation, etc.)
  • Let the Crewmember know you will also be
    following up with their immediate Supervisor
  • Invite self critique
  • Ask how they thought they did
  • Provide constructive and balanced feedback
  • Be specific and direct
  • Talk about performance rather than the performer
  • Reference Flight Attendant Manual whenever
    possible when explaining proper procedure

118
Removal of a Crewmember
  • In the rare instance a Crewmember is unsafe to
    continue her/his pairing due to
  • Excessive and/or extreme violations of FARs
  • Excessive and/or extreme violation of Company
    policy
  • Lack of awareness of proper safe operating
    procedure
  • Insubordination
  • Egregious Customer service behavior
  • Any other reason deemed appropriate by the
    Auditor
  • Remove from the pairing immediately and deadhead
    back to base
  • Contact the Inflight System Ops Supervisor or
    Crew Services to assign a reserve and remove
    crewmember with RPI code
  • Auditor must be prepared to continue to work the
    pairing until a reserve replacement can be
    arranged

119
Removal of a Crewmember
  • Crewmember must be made aware that further
    follow-up will occur by their Supervisor.
  • A detailed explanation prepared by the Auditor
    must be sent to the Crewmembers Inflight
    Supervisor via e-mail and cc Crewmembers Base
    Manager
  • within 24 hours outlining the specific
    violations, observations, and the reason for the
    removal.
  • Dialogue between the Auditor and Supervisor
    should be arranged to further discuss the
    incident and a possible plan of action
  • Supervisors should follow-up with Crewmember
    immediately

120
Cabin Safety Evaluation Scenarios
121
  • You are scheduled to perform a CSE ride, but
    during the briefing you notice that another IFC
    does not have her name tag or scarf.
  • How are you going to handle this scenario?

122
  • You are starting a CSE and your crewmember does
    not have their
  • Passport
  • ID
  • CrewCard
  • Flashlight
  • Timepiece
  • How will you handle this scenario?

123
  • After 10,000 feet you observed all of the
    Crewmembers in the AFT galley eating their lunch
    before service.
  • How would you handle this situations?

124
  • The 3 on your CSE flight stows her crew bag in
    the second last OHB A/C right or under the seats
    in the last row on the aisle.
  • Walk us through your coaching.

125
  • An IFC crewmember is on the phone while cleaning
    during a turn.
  • How would you handle this situation?
  • What is your follow up?

126
  • IFC Brian delivers his drink orders without a
    tray.
  • Do you address this?
  • Is yes, how do you handle this situation?

127
  • IFC places her bag in the 1st OHB and allows a
  • customer to keep her handbag on her lap.
  • What is your response if you observe this?

128
  • You are performing a CSE for the 2 on a West
    coast flight.
  • Service does not start for 90 minutes. A Customer
    rings their call button and asks for a bottle of
    water the 1 tells her they will start service
    shortly.
  • Would you address this?
  • Walk us through a coaching session on the A/C.

129
  • You are performing a CSE on the 3 and you
    noticed that the OWWE briefing has not been
    conducted.
  • How do you handle this?

130
  • A IFC has their iPod headset on during the
    flight, talking on the phone during
    boarding/deplaning and texting while taxiing.
  • Walk us through your coaching.

131
  • Your in MCO and after doing your paperwork
    (pulled pairing, etc..) your are not familiar
    with the crew.
  • Lets talk about approach.

132
  • During the middle of a preflight safety check
    AO advises they have numerous wheelchairs and
    need to board ASAP for an on-time departure. The
    IFC agrees and goes to galley to check on
    provisioning.
  • What do we do?

133
  • During the flight a customer becomes belligerent
    and another CM comes to you and ask you what
    should they do?
  • What is your response?

134
  • Coaching situations?
  • What scenarios you would like to walk us through?

135
Crewmember Communication Plan
136
CSE Dashboard
  • Top 5 Yes
  • Top 5 Yes w/Coaching
  • Top 5 No
  • Monthly Dashboard
  • Crewmembers
  • Inflight Leadership
  • JetBlue University

137
Top 5 Yes w/Coaching
  • 32.Perform Components of Cabin Security Check
  • 28.Preflight Portable Oxygen Bottle (POB)
  • 27.Preflight Demo Equipment
  • 34.Preflight all Jumpseat Seatbelts/Harnesses
  • 30.Preflight Lavatories

138
Top 5 No
  • 2. Up to Date Flight Attendant Manual
  • 50.Arm Door(s)
  • 4.Working Flashlight
  • 45.Complete Cabin Compliance Check after PA but
    before closing the boarding door
  • 80.Disarm Door(s) then Secondary Door, once
    blocked in at the gate

139
CSEs Conducted by Crew Base
140
CSEs per Crew Base Population
141
CAR vs. Non-CAR CSEs
De-identified
142
Cabin Safety Evaluations
  • To uphold our number 1 Value Safety
  • Ensure onboard compliance of Safety
  • Ensure onboard compliance of regulatory standards
  • Gain a snaphot of what is happening operationally
  • Hold Crewmembers to a Safety standard
  • Identify areas of opportunities of best practice
    and learning

143
Cabin Safety Evaluation Program
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