PowerPoint Presentation

AAR Airlift Group20th May 2015

Briefly

Worlds leading full-service disaster management company

Privately owned

Responded to hundreds of mass-fatality events since 1906

500+ retained members

Global reach, rapid response

Significant operational resources

Let me tell you a little about Kenyon. It will help you understand our overall capabilities and why we do what we do.

Kenyon is the worlds only full service disaster management specialist. We do have competitors but none of them have Kenyons resources and experience. None of them offer the full suite of services Kenyon has which I will present a little later.

Kenyon is a privately-held, but widely-known, international business with over a century of history. We trace our history back to 1906, when the London and South Western Railway boat train jumped its tracks and crashed in Salisbury, England. Brothers Herbert and Harold Kenyon of JH Kenyon Limited deployed from London to work with the Coroner and Chief Constable to prepare and repatriate the deceased, nearly all of whom were American. After embalming the deceased, Herbert escorted five aboard the Cunard Steamer RMS Carmania from Liverpool to New York.

Kenyons first air disaster was an Imperial Airways crash at Croydon Airport in the UK. There were 7 casualties. Since then Kenyon has responded to hundreds of incidents from single fatality incidents to international disasters and acts terrorism.

Kenyon has nearly 500+ members which includes governments and public and private organizations and companies. Most are airlines but many are not.

Let me talk a little about our resources and capabilities.

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Starting in 1906

Worldwide Offices

Houston

London

Beirut

Dominican Republic

Kenyon Crisis Operations

Field organization

Specialist personnel and equipment

Consequence management

Order out of chaos

International, cultural and religious

Kenyon Clients

500+ members

Global profile

Private and public

Market leader

1,210+ services

700+ consultancy

Kenyon Team Members

Administration

Forensic Scientists

IT Support

Mortuary Support

Logistics

Personal Effects Specialist

Special Assistance Team Member

Mental Health Professionals

These are the areas of expertise Kenyon has in its team members.

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Resources

2 Crisis Management Center

3 Mobile DVI-capable mortuaries

3 Family Assistance Center packs

2 Multi-lingual conference bridge

Search and recovery kits

International (Sat phones), local and site comms

Pre-prepared data folders to INTERPOL standard

Extensive field reference libraries

Kenyon owned and operated include:

Systems such as CarePlus for management of family information from point of capture in our call centre to FAC and beyond to memorials etc

We also have a license to use Plass Data the Interpol DVI system

Team Members working on the cataloguing and return of personnel effects to families following the recent Spanair accident in Madrid.

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Major Response Operations 2010-2014

Kenyon Services

Disaster Recovery Services

Disaster Human Services

Call Center Services

Media Call Center Services

Crisis Communications Services

Crisis Management Software System

Consultancy Services

Our incident response service or Disaster Management Services encompasses: advice at the time of need; recovery, identification, repatriation of human remains; recovery, inventory and return of PE; memorials and critical incident stress management.

Human Support Services includes Family Assistance; Family Assistance Center; Family Information Center and critical incident stress management.

Crisis Communication includes on scene advisory service and a media call center

Call Center Services include inbound, notification, travel and assistance, and data management.

Our consulting services includes contingency planning training and exercises.

From our agenda you have seen we will discuss much of this today.

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Disaster Recovery Services

Search and recovery of human remains

Establish and manage emergency mortuary

Victim identification

International repatriation

Memorials and Memorial Services

Processing and return of personal effects

Disaster Human Services

Family Assistance Center

Set-up

Logistics

Security

Administration

Transport

Billing

Communications

Disaster Human Services provides for the immediate and continuous care of family members who have been affected as a result of a disaster. Kenyon would deploy its specialist personnel and equipment to establish one or more Family Assistance Centres and to provide direct care and support to the family members, the service also includes availability of professional Mental Health experts to all our members. Principal features of this service are as follows:

FAMILY ASSISTANCE: Establish and manage a secure 24hr Family Assistance Centre (s) and/or Family Assistance Centre with sufficient provision for administration, logistics, communication and accommodation.

MENTAL HEALTH ASSISTANCE: Screenings, Exit Interviews etc.

SPECIAL ASSISTANCE TEAMS:Provide trained staff to act as support personnel for family members (often called Special Assistance Teams) to meet their needs for information, advice, support and on-going care.

TRANSPORT OF FAMILY MEMEBERS: Assist or manage the process of any necessary movement of family members from home locations to airports and ultimately to the FAC.

RECOVERY OF ANTI-MORTEM INFORMATION: Assist the process of recovery of any necessary anti-mortem information from family members and other sources.

OPEN LINE COMMUNICATION WITH KICC: Provide open-line communication with the Call Centre (s) to co-ordinate movement of family members.

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Disaster Human Services

Special Assistance Teams

24 hour family care

Culture and religions

Information gathering

Non-travelling families

Visit escorts

Assist at memorials and repatriations

Kenyon International Call Center

Response time from activation is 30 minutes

Toll-free numbers available for 72 countries

KICC capacity is 30,000 calls in a 24 hour period

Data-base integrated with Family Assistance Center

Kenyon International Call Centre (referred to as KICC) offers multilingual emergency response call centre services from existing and mature call centres.

The Call Centre is normally the first point of contact for most families of accident victims, and it is this initial contact that will set the tone for every interaction that follows.

Because no one can predict who will be involved in the incident or where the families may live.

The KICC provides several important functions in its response and activation: gathering data from all inbound callers, researching the database and reviewing the captured information, identification of the next of kin for persons directly involved in the incident, placing notification calls to the next of kin confirming their loved one is on the list of persons involved in the incident, and if a Family Assistance Centre is established, KICC coordinates travel for the authorized family members travelling to the Family Assistance Centre.

Principal features of the KICC are as follows:

RESPONSE TIME FROM ACTIVATION IS 30 MINUTES:

TOLL-FREE NUMBERS AVAILABLE FOR 72 COUNTRIES:

KICC CAPABILITY IS 30,000 CALLS IN A 24HR PERIOD:

MULTI-LINGUAL CAPABILITIES

ALL AGENTS ARE TRAINED AND CERTIFIED BY KENYON

FAMILY ASSISTANCE INTEGRATION

VIRTUAL PRIVATE NETWORK: Kenyon deployed locations and Kenyon offices are connected to the Care Plus system by Virtual Private Network (VPN).

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Kenyon International Call Center

Crisis Communications

Communications professionals available Worldwide

Liaison between clients representatives on the scene and Corporate Communications Department at head office

Advice on content/timing of media releases/briefings

Preparation of spokespersons to face the news media

Establishment/management of press conferences

Arranging translation/distribution of company statements to media representatives at the scene

Daily analysis of local media coverage/advice on responding to issues raised

Kenyon maintains a team of experienced, multilingual communications professionals, based in key locations around the world, to support clients in dealing with communications issues after an accident or major incident.

This service is available on an annual membership basis, which guarantees that members of the Kenyon communications team are available to travel to the scene of an accident or incident anywhere, at any time.

Team members are currently located in Cape Town, Geneva, London, Miami, Seattle, Singapore, Sydney and Tokyo, and we are currently expanding the team to cover other major cities. The Crisis Communication membership includes:

REGULAR DIALOG: Maintain regular dialogue to ensure coordination and the mutual updated of response staff contact details and of any plans and procedures for incident response.

COMMUNICATIONS: Experienced communications professionals available to travel immediately to the accident scene, to the clients head office or to any other location specified by the client. While the consultant/s are en route, the rest of the Kenyon team is available to provide support via telephone and email consultation

MEDIA BRIEFINGS: Preparation and coaching of on-scene company spokespeople before media briefings or interviews. Arranging and moderating media briefings by clients spokespeople. Advice on hiring local PR Agency support, and management of the Agency on behalf of client. Arranging translation (where necessary) and distribution of company statements to local and international media representatives at the scene.

DAILY NEWS ANALYSIS: At least daily reviews and analysis of local media coverage, and advice on responding to issues raised in the media coverage

LIASON WITH OTHER AGENCIES. Liaison with designated communications representatives of other parties and agencies involved at the scene, to ensure advance warning and consistency in the release of information, where possible

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Media Call Center

Surge specialist call center

Media Call Center takes only media calls

Distributes latest press statements

Monitors press interest and key themes

Identifies key callers

Real-time information for corporate communications

Media Call Center

Data Management System

Unique end-to-end crisis management software

Single solutions for business or government

Scalable for any incident

Web-based accessibility

Multiple integrated functional modules

Graphical displays of strategic information

Kenyon Consultancy Services

Crisis management review and audit

Plans and procedures

Training

Exercises

Thank You

Connect with Kenyon

The Principles of Aviation Crisis Management

The 12 Principles cover the 12 key areas to master in order to effectively manage a mass fatality Incident.

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When Does It End?

Airline Crisis Response

Principle One

There are certain things we cant do for a client that they have to do themselves: 1. Alert process; 2. CMC & IMC Activation; 3. Affected Station Response; 4. Activate & Deploy Teams; 5. Immediate Actions (manifest, etc.). It is important for clients to include these areas in exercises. Look at how you test your plans and procedures.

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Companies that operate in more than one location need to be prepared to send people to the location of the incident. The CMC runs the operation until the IMC staff are on the ground. The IMC is where you run the disaster. The people with the red briefcases are the positions that deploy to the IMC. They should plan to be there for 7-14 days. These people should be included in drills and training.

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This organization is modular and should be scaled to your company.

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This organization is modular and should be scaled to the incident. Examples of partners would be Kenyon, Boeing, etc.

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A CMC does not have to be gig and expensive. It should be structured for functionality.

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The IMC is running the incident. The CMC is running the company and providing support to the IMC.

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These are 3 things that have to happen: 1. Survivor Reception, Friends & Family Center and Family Reunification Center; 2. Continued operations; 3. Departing and arriving airports are affected.

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Humanitarian Assistance

Principle Two

Families are ultimately the customer. This has to be planned for ahead of time.

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The Family Assistance Center (FAC) has some differences from a Family Information Center (FIC). The FAC includes lodging for the families and may be open for 3-4 weeks. The FIC does not include lodging and is more appropriate for a natural disaster where families need information and services, but then will return home or stay at an emergency evacuation shelter. A FAC is appropriate for a plane crash or other type of incident where most families will be traveling to the incident location.

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Conference Bridge

Crisis Communications

Principle Three

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Within the first 30 minutes of an incident 3 things should be communicated: 1. Acknowledge the incident; 2. State that plan has been activated;

Assure that the companys concern is with the families, passengers and crew.

You cannot compete with or manage the media, but you can manage your response.

The first written communication to families should be condolence from the CEO if there were deaths (within 14 days). The second written communication to families should be to explain the process.

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Never cover up the name of your company after an accident. This sends the message that you are hiding something and that you are not accepting responsibility. Families do not take this well.

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It is important to give the media a place to gather.

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This is an example of how codeshares and other partnerships become a big issue. Partners should have agreements about how emergencies will be handled. This example shows how confusing it can be for families to know who to go to for information. It also makes it look like none of the companies (Colgan, Continental & Pinnacle) want to take responsibility for the crash.

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Manufacturers are always involved in the investigation after an accident. Do you involve them in your plan?

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This was a crash in the jungle, and everyone on board died. Families will go looking for information on the internet and end up on a lawyers website.

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You shouldnt talk about the investigation, but should talk about the investigation process. The airlines insurance people need to have a solid plan for how they will answer questions for families about how theyll handle claims.

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Number 1 is a true statement. Kenyon does not recommend that families take a compensation as a final payment. But it is different than an Advanced Payment. An advanced payment, known as SDR (special drawing rights) is given to families without having to prove that the person directly affected is worth that much. According to the Montreal Agreement the minimum value for international air travel is $100,000 USD in SDR. The $100,000 will be subtracted from the final settlement because it is not possible for the family to claim twice for the same crash. The purpose of SDR payments is to help families with immediate needs while they wait for insurance settlements.

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This is an example of how lawyers prey on families vulnerability. It is not in the families best interest to drag out a lawsuit for years. The airline will compensate the families that is why they have insurance.

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Litigation for aviation accidents is codified; there is no need to drag it out for years. This just makes it harder on the families.

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Public Inquiry, Confirmation and Travel Management Center

Principle Four

This section explains Call Center. This is an area where governments fail when responding to a mass disaster. They lack a central location for missing persons information to be collected and managed.

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A call center will activate phone numbers for each of the countries involved. Data management is a key piece that is often missed. The confirmation agents only confirm that the person was involved in the incident. They never confirm death. Kenyon never shares antemortem records with the airline. They remain confidential, and are only used to assist with identifications.

*Explain Kenyon Response software*

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Investigation Support

Principle Five

The investigation may slow identifications. That has to be explained to families. It is important to set realistic expectations for families. Evidence is collected for multiple sources. It is better to slow the identifications in order to do a thorough investigation than to have to explain mistakes later on.

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The parties to the investigation are determined by ICAO Annex 13. ICAO is the International Civil Aviation Organization, a UN group.

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This diagram shows best practice for how to organize an investigation. Government representatives can get observer status if they have citizens of their country on the plane. There may be multiple groups because parts of the plane could be manufactured all over the world.

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In some less developed countries these things are not regulated. MMMF stands for manmade mineral fibers.

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Insurance, Financial, and Risk Management

Principle Six

It is important to understand your insurance policy know your limits and know who the lead underwriter is. Policy Limits refers to the fact that airline policies usually exclude family and crew. Criminal Investigation refers to the fact that individuals are going to jail more often now following aviation accidents. Does your insurance policy cover this?

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Criminalization is happening more often. This has affected pilots, air traffic controllers and government officials.

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The article on the left is an appeal for money for the people on trial. The airline didnt carry that level of insurance. The article on the right is about Continental being on trial in France because a piece of tire from one of their planes was blamed for the Concorde crash.

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Data Management

Principle Seven

Key pieces of data come from the airline (manifest, etc.), call center, family assistance center, next-of-kin, release/repatriation records, and involved parties. Involved parties are the different agencies that will be sharing information with each other.

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Data management is key. These are the areas that have to be managed. Kenyon is the only company that owns a license to PlassData.

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The blue folders represent the inquiry folders. The yellow folders are the Persons Directly Affected information; these are kept private.

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These are an example of the forms used to collect antemortem data about the persons directly affected.

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Government & Community Affairs

Principle Eight

Whether youre a government or a private company you have to take care of all of the persons not directly affected. This includes the government, the community, etc.

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It is important to be familiar with applicable regulations. It is also important to have good community relations if you damage something, repair it. Environmental damage must also be repaired. An example of this are the Alaska Air and Swiss Air crashes. They both crashed in the sea and impacted the fishing industry. Scholarships are a good way to show long-term commitment for an affected community. Remember that actions can be criminalized. Town hall meetings are also a good way to reach out to the impacted community.

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Air France flight 447 crashed in the ocean in June 2009. There were 33 different nationalities on the flight. Most accidents will have multiple nationalities. Government representatives will show up and they will have different agendas.

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Family associations are typically very vocal.

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Do these things proactively, not reactively. Put this in your plans.

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Scholarships show a long-term commitment. It is important to be honest in employee meetings. Its important to retire the flight number because of superstitions. Career momentous are nice to give to the crew members family.

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Fatality Operations

Principle Nine

A lot of coordination and documentation is needed for fatality operations. There has to be coordination between the Medical Examiner, Kenyon, the Family Assistance Center and the Call Center. Notification may be done at the FAC or through different governments throughout the world.

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One morgue number is assigned per fragment. Sometimes remains will go through all of the stations, and sometimes not depending on the body part. Families do not understand why identification takes so long. This slide shows why. It is recommended that morgue shifts are 12 hours.

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Antemortem + Postmortem = Identification

Fingerprints and odontology are still the most common way to identify in mass fatalities. DNA is complex and time consuming.

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There are various databases used to assist with identifications.

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End Results: Identified match the postmortem and antemortem; Identifiable/Unidentified have postmortem file, but no antemortem file; Unidentifiable have antemortem file, but no the body cannot be identified using current technology; Missing/Presumed Dead have antemortem file, but there is no body (sea crash, etc.).

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One antemortem file may eventually be linked to multiple postmortem files if there is fragmentation. It is important to determine at what point the family wants to be notified (first time, every time, at the end of the process or not at all).

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This diagram shows how the blue and yellow files (antemortem and family care) are linked to the postmortem files. This tells us who is notified and how is the death certificate processed.

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This process can take many forms: No ID/No Participation would be if there is no family participation. One release would be if the body is intact and identification is made and the family participates. Single ID/Multiple Release would be if there is fragmentation that is linked to one person. Single ID, Single Release/Multiple Release/Mass Burial would be if the family notified multiple times or there is no ID and mass burial or an unmarked grave is done. In this case the body may be disinterred later.

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Personal Effects

Principle Ten

In some countries the processing of personal effects is codified, but in others it is just based on best practices.

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If Kenyon is doing the search and recovery of PE we use a grid and flag system. Personal effects may also be gathered at the FAC as families bring in DNA reference materials. They will want these back so they are treated as personal effects. This is a good time to discuss the definition of family. There are times when family has to be biological because of DNA. Other times it is important to define the next-of-kin when it comes to decisions such as final disposition. Other times we can be more flexible with the definition of family, such as when it comes to allowing people in the family assistance center.

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Families can choose to participate or not in the personal effects process.

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Business Continuity

Principle Eleven

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Business continuity is not just about continuing operations amidst a crisis. It is about managing the impact of the crisis.

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This shows the affect of a crash on the stock market.

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This shows recovery vs. non-recovery following extreme events. 260 is the number of days stocks are traded in a year when you take out holidays, etc.

The research results presented in this briefing build upon over a decades research into the effects of extreme, negative events on firms share prices and the varying abilities of management to recover from such events. The first study measures the impact of corporate catastrophes on shareholder value and identifies the drivers of value recovery. It was found that the way in which senior management, and the Chief Executive in particular, handles a disaster is much stronger determinant of recovery than are the direct, handles a disaster is much stronger determinant of recovery than are the direct financial consequences of a loss.

The x-axis in the graph represents one calendar year following the crises (261 trading days) where the date of each crisis has been aligned on event day 0. The y-axis calibrates a modeled share price reaction where market-wide influences have been stripped out and returns have been risk-adjusted.

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When comparing Figures 1 and 2, it becomes clear that the value impact of mass fatality events is much greater than for reputation crises in general. In fact, whereas the value differential between Recoverers and Non-recoverers by the end of the post-event year is 25% for general reputation crises, the differential between the two groups is a striking 50% for mass fatality events; Figure 2a.

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This result implies that the ability to manage will a mass fatality event is even more impressive to investors, and the inability to manage such events is even more disappointing, than in less tragic corporate crises. The presence of mass fatality, therefor, acts as a multiplier on the re-estimation process by investors of the future cash flow expected from a firm. It becomes even more critical to manage these events well.

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After an initial drop in prices, the market delivers its verdict within three months of the disaster, on average, and the now familiar split emerges between Recoverers and Non-recoverers.

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Kenyon differs from its competition in that it is the longest established and it offers a full range of services including; contingency planning, disaster management response and recovery, identification of human remains and personal effects, training, family assistance, call centers, memorials and humanitarian services. Kenyon has been responding to aviation disasters since 1929.

By the end of the post-event year, those firms with the specialist services from Kenyon were outperforming their peers by 40%. The enlisting of specialist care enables experts in disaster response and recovery, and humanitarian services to carry out their work efficiently and sensitively. This is consistent with the anecdotal evidence that suggests firms are more likely to experience efficient value recovery if they demonstrate strong leadership, honesty and compassion.

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Crisis Leadership

Principle Twelve

This shows a CEO that stays locked in their office following a disaster this will result in failure.

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This shows the CEO as the face of the company, showing compassion and taking care of families. This is the right way to be a leader in a crisis.

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These are examples of how not to handle a crisis.

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This is another example of what not to do.

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Thank You

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