NFS - Operations and Dispatch Recurrent

Nassau Flight Service Operations

1. NASSAU FLIGHT SERVICES Training Department OPERATIONS DEPARTMENT

2. WHAT DOES THE OPERATIONS DEPARTMENT DO? The Operations department acts as the central nervous system from which all information flows. It interacts and works in tandem with all internal and external stakeholders and agencies to ensure that aircraft and other related traffic are handled in the most safe and efficient manner

3. DUTIES AND RESPONSIBILITIES Early Shift Information Logging Radio Communications Email Communications Telephone Etiquette Active Flights Flight Management

4. DUTIES AND RESPONSIBILITIES Technical Stops Delayed Procedures Medical Emergency Response Click-to-Clear Closing System

5. Early Shift Preperation The early shift operations agent is responsible for the setup of the department for the day’s operation which includes the preparation and completion of documents such as the General Declaration form (GenDec), Passenger Manifests, and other related documents that are essential to the handling of the day’s flight operations.

6. Early Shift Preperation Agents working the early shift must ensure the following are completed: Check company e-mail for any requests for services or messages related to the day’s operation 2. Print and distribute NAD gate and belt assignment sheet to the Duty Manager, Ramp Supervisor and Coordinators as needed 3. Prepare and disseminate all gendecs as required (print both inbound and outbound gendec with active crew names for the required flight

7. Early Shift Preperation 4. Review previous evening's FindNet status. Ensure that you confirm that all information has been accurately posted. If the system has not been closed, you may close it after updating any missing information. E.g. missing delays or flight times 5. Prepare flight paperwork for early flights. This includes printing flight paperwork package, filing the flight plan with ATC, & giving the paperwork to the ramp ops agent/supervisor 6. Log information for arrival and departing flights

8. Information Logging Operation agents are required to log all activities in both the provided log books and the FiNDnet Flight Management System. It should be accurate and up to date in the event that information is needed to: give details for an event summary request or report determine the root cause of a delay for coding purposes.

9. Information Logging Follow the below procedures to ensure all relevant information is captured during your shift: Log outstanding ATC activity such as flow/saturation control procedures, runways closures, etc. Log weather-related events especially lightning and extreme weather events. Instructions must be given to the ramp to suspend operations during extreme weather events. If lightning is detected within 3 miles of the field, all ramp operations MUST cease. Log advisories that are given by ramp ops, supervisors or managers Log primary and secondary delay minutes as well as the reason for the delay.

10. Communications

11. Radio Communications Radio communications whether Air-to-ground or internal via company issued handsets is to always be clear and professional using only industry standard jargon and phonetics

12. Radio Communications Air-to-Ground communication is facilitated by the Air-to-Ground radio, frequency 129.80MHZ, which is kept in the operations department. Air-to-Ground communications have priority over all other communications, especially during emergency situations Communication between Ops agents and the aircraft flight deck must always be clear and professional using only industry standard jargon and phonetics Some clients require that Air-to-Ground communications are logged on a per-flight basis to have accurate communication logs in the event of an incident or accident. These are audit items and must be kept up-to-date

13. Radio Communications Internal Radio Communications are facilitated via company VHF radios and are essential to our daily above and below wing operations in the time sensitive environment in which we operate. Communications above and below wing should always be respectful, clear, and professional using only standard jargon and phonetics. There must be no profanity.

14. Email Communications Email Communication is essential to the operation as it facilitates correspondence such as movement messages, charter requests and other internal & external communications

15. Email Communications Operations agents must ensure that email communications are monitored and responded to in a timely manner during their shifts Ops agents must ensure emails are prioritized and all need-to-know persons are copied in as a matter of priority All Caps should never be used when communicating via email Always exercise the highest level of courtesy when addressing clients (E.g. Dear Mr. Smith, Ms. Knowles) Use discretion before replying to an email. Not all persons included in the initial email may need to be privy to your responses Use common courtesy when signing off such as ‘Thank you’, or ‘Best regards’ Be sure to include the standard operations signature when ending your corrospondence.

16. Telephone Communications It is of the utmost importance to exercise the highest degree of professionalism when speaking with internal and external customers on the phone. Communication must always be respectful and courteous.

17. Telephone Communications Use the following guidelines to ensure proper telephone etiquette: Speak Clearly Always identify yourself when placing a call Do not eat or drink while on the phone Use your normal tone of voice Do not use slang Do not answer the phone on speakerphone Listen to the caller before attempting to speak Avoid long-winded messages Ask the caller if it is okay to place them on hold Tell the caller they are being transferred to a different department before doing so

18. Agents are given full operational control during some active flights requiring weight and balance calculations E.g. Caribbean Airlines. Airlines such as United Airlines and WestJet are subject to Central Load Planning (CLP). Regardless of who has control of the load, the following must be done for each flight: Active Flights Print required fuel information Print flight plan Print & give the ramp load sheet to the ramp ops agent Complete all required departure procedures for the required airline.

19. Agents are to be proactive and ensure that flights are managed and prioritized based on arrival and departure times. The goal is to always have a safe operation while mitigating delays. Flight files must be completed at the end of each flight’s departure with the following information: Flight Management Stamped cleared inbound and outbound general declarations Inbound and outbound manifest Movement messages Ramp lead or Supervisor signed load sheets bingo sheets Delay information Tech logs Other related flight paperwork A coversheet

20. Technical stops (Tech Stop) are stops required for aircraft refuelling, paperwork processing and to address technical issues or respond to emergencies that occur inflight. Technical stops do not require loading or unloading of traffic/commodities. Technical Stops

21. Prior to receiving a Tech Stop, the operations department is required to do the following: Technical Stops Communicate with client to confirm the arrival/departure date and scheduled arrival/departure times Ascertain fuel authorizations from the client Update FiNDNet Flight Management system with the relevant information Inform all internal and external stakeholders (Duty managers, Ramp Supervisors, Coordinators, NAD, Bahamas Customs, Bahamas Immigration) Upon receiving an ETA, the line of reporting is as follows : Duty Manager --- Ramp Supervisors -- Coordinators A team must be dispatched to await the arrival of the flight once the ETA is known

22. Medical Emergency Response A Medical Emergency can occur at any moment and requires immediate action. The danger is especially pronounced when it occurs in the air. The following steps are to be taken when presented with a medical emergency:

23. Medical Emergency Response Upon receiving a medical emergency call from the aircraft, the following information is to be ascertained: Airline, Flight number, registration number Departure airport, original destination ETA Number of Passengers on board Number of sick passengers Age & gender of passengers in question Symptoms and medical history Step 1

24. Medical Emergency Response Notify ATC Notify NAD Notify GM/DGM Call the nurse Notify Bahamas Customs Notify Bahamas Immigration Notify US CBP (only if pre-cleared) Step 2

25. Medical Emergency Response Instruct NFS teams to hold off until relevant authorities give the “all clear” to approach the aircraft If the “all clear” is not given, instruct the NFS team to await instructions from CMO. Step 3

26. Delayed Flights/Coding Flights can be delayed for multiple reasons. It is the responsibility of the operations department to ensure that delays are accurately coded in a timely manner.

27. The following must be considered when determining the cause for delay: Establish the turn time based on type of equipment i.e. Aircraft Determine the root cause Account for any delayed arrival minutes Review with the relevant Station Manager and consult with a Duty Manager prior to coding all delays with a secondary delay and a primary delay that is not a late arrival. Update FiNDNet and the log book with the appropriate delay coded and attributed minutes Delayed Flights/Coding

28. Closing Station At the end of the day, it is the late operation agent’s responsibility close the station from an operation stand point

29. Closing Station Closing the station entails: Ensuring all information has been updated i.e. log book, delay, and FiNDNet information Confirm all files have required documents for closure i.e movement messages, stamped GenDecs, manifests Update all Duty Managers/supervisors of any outstanding issues Email Duty Manager end of Shift evening report

30. The Phonetic Alphabet

31. FiNDNet Arrival Example SAT0658L SAT0702* GTEC40 REGN729JB PX0

32. FiNDNet Departure Example SAT0747* SAT0806A PX0 Delay Example RMK DLOOO5/66-CREW

33. Flightaware

34. Flightaware

35. Flightaware

36. Click-to-Clear

37. Click-to-Clear

38. Click-to-Clear

39. Click-to-Clear

40. Click-to-Clear

41. Click-to-Clear

42. Click-to-Clear

43. Click-to-Clear

44. Click-to-Clear

45. Proceed To The Examination