Cabin Safety Evaluation Program

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Cabin Safety Evaluation Program
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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.

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Program Components

• Introduction
• Background
• Program Components
• Closed Loop Process

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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

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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

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Who will conduct them?

• Short term
• Inflight Supervisors
• Managers
• Directors
• JBU - College of Inflight
• Long term
• Quality Assurance Auditors/Evaluators

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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

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Base Expectations

• Goals
• Schedules

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• QUESTIONS?

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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

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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

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• QUESTIONS???

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Cabin Safety Evaluation

• THE FORM

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CSE FORM
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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.

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Attend Inflight Crew Briefing
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Up-to-date Flight Attendant Manual
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Valid Company ID card
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Working flashlight
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Valid Crew Card
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Working Time Piece
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Valid Passport
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Present at gate 50 minutes prior to departure(45
minutes mid- pairing layover)
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Attend Flight Deck Crew Briefing
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Attend Integrated Crew Briefing
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Receive Integrated Crew Briefing Form
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Preflight all Jumpseat Seatbelts/Harnesses
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Preflight Demo Equipment
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Preflight PRA and Interphone Systems (PA)
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Preflight Automatic External Defibrillator (AED)
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Preflight Biohazard Kit (BHK)
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Preflight Emergency Locator Transmitter (ELT)
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Preflight Emergency Medical Kit (EMK)
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Preflight Evacuation Slides/Rafts/Pressure Gauge
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Preflight First Aid Kits (FAK)
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Preflight Flashlights
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Preflight Halon Fire Extinguisher
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Preflight Lifelines
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Preflight Life Vests
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Preflight Manual Release Tool (MRT)
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Preflight Megaphones
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Preflight Portable Breathing Equipment (PBE)
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Preflight Portable Oxygen Bottle (POB)
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Preflight Survival Kit
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Preflight Lavatories
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Preflight Onboard Wheelchair
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Perform Components of Cabin Security Check
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Preflight Galleys, Carts and Restraints
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Preflight Safety Information Cards
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Stand in appropriate position for boarding
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Make Boarding PAs
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Make Exit Row Criteria PA

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Monitor Carry-On Baggage
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Conduct Exit Row Briefing
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Monitor Child Restraint Systems (CRS)
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Monitor Electronic Devices
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Brief Special Needs Customers
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Brief Jumpseat Riders
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Make Prior to Closing The Boarding Door(s) PA
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Complete Cabin Compliance Check after PA but
before closing the boarding door
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Provide Row 1-11 count to Flight Deck once all
passengers have boarded
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Perform Ground Security briefing with Capt. and
GSC or designee prior to closing door
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Make When Door is Closed PA
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Arm Primary Door then Secondary Door
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Visually Cross Check Doors
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Verbally communicate doors are armed and cross
checked via interphone
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Set IFE System to Standby for Taxi Out Safety
Briefing
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Complete Taxi Out Safety Briefing
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Activate IFE System after Taxi Out Safety
Briefing
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Complete Cabin Compliance Check
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Complete Galley Compliance Check
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Take assigned jumpseat immediately after
Compliance Check
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Include appropriate beverage/snack offerings
announcement after Compliance Check
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Ensure Passenger compliance with seatbelt sign at
all times, while on active taxi ways
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Notify Flight Deck cabin is secure when signaled
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Take Brace Position for Take Off
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Make Above 10,000 feet PA
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Make Seatbelt sign turned off P.A., if not made
by Flight Deck
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Maintain secure galley throughout service/flight
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Conduct Cabin Checks every 10-15 minutes
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Answer interphone calls promptly
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Answer cabin calls promptly
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Conduct periodic lavatory checks
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Perform proper procedures for Flight Deck
entry/exit
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Make Seatbelt sign turned on P.A. when seatbelt
sign is turned on, if not made by Flight Deck
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Perform Seatbelt Compliance Check when seatbelt
sign is illuminated (as soon as conditions permit)
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Make Initial Descent PA at Initial Descent
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Conduct Seatbelt Compliance Check
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Make Final Descent PA upon double chime
indicating 10,000ft
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Conduct Cabin Compliance Check
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Complete Galley Compliance Check
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Take Assigned Jumpseat immediately following
Compliance Check
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Make Arrival PA
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Make Block in at Gate PA
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Disarm Primary Door then Secondary Door, once
blocked in at the gate
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Visually Cross Checks Doors
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Verbally communicates doors are disarmed and
cross checked via interphone
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Remain in position for deplaning
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Anything else???
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• QUESTIONS ???

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Cabin Safety Evaluation

• CLOSED LOOP PROCESS

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(No Transcript)
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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

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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

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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

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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.

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• 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

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• 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.

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

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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

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Where you will go to enter CSE online
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Where you will see your team CSE and CAR
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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

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• LIVE DEMONSTRATION

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• QUESTIONS ???

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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

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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

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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

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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

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Cabin Safety Evaluation Scenarios
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• 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?

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

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• 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?

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• 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.

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

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

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• 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?

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• 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.

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

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• 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.

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

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• 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?

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

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

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Crewmember Communication Plan
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CSE Dashboard

• Top 5 Yes
• Top 5 Yes w/Coaching
• Top 5 No
• Monthly Dashboard
• Crewmembers
• Inflight Leadership
• JetBlue University

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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

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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

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CSEs Conducted by Crew Base
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CSEs per Crew Base Population
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CAR vs. Non-CAR CSEs
De-identified
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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

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Cabin Safety Evaluation Program