Download File - Jeffrey Patrick Hendren

Jeffrey Patrick Hendren
Experience
November 2011 – Present
Canadian North Airlines Calgary AB
Manager – Cabin Safety, Training & Standards
This Learning & Development role oversees and ensures consistent and accurate application of all
training programs and regulatory publications as set for forth by the company and Transport Canada;
 Actively participate in the Company’s Safety Management System program and
demonstrate knowledge of employee responsibilities regarding safety
 Oversee the overall Flight Attendant recruitment and onboarding process
 Responsible for technical and soft skills training & development
 Responsible for the maintenance and issuance of the Flight Attendant Manual
 Oversee the Familiarization flight and Line Indoctrination program
 Oversee the Inflight Inspection process to ensure adherence to uniform policy; service
procedures; compliance with Transport Canada and other regulations, policies and
procedures as set out in the Flight Attendant Manual and training programs
 Develop and maintain the Inflight Services Standards including training programs and
manuals
 Ensure annual line checks performed on each Flight Attendant to ensure performance
and service expectations are met
 Conduct annual performance meetings with all Flight Attendants or more often as
required
 Promote superior employee relations by encouraging open communication and
cooperation; issuance of memorandums as required, keeping Flight Attendants informed
on a timely basis
 Receive, process and respond to Flight Reports relative to operational issues in a timely
manner
 Investigate and action all reports of Flight Attendant or passenger incidents, accidents
 Support and ensure the use of attendance management and positive discipline programs
 Ensure employee recognition program is fully supported and utilized
 Respond to customer comments in a timely and appropriate manner
 Assist in the investigation of all Inflight OTP irregularities & coding
 Management of the CUPE collective agreement, including addressing employee
grievances at the first level
 Participate in the Health and Safety meetings and other management committees
 Assist with preparation of departmental budget; development of profitability
improvement initiatives and contribute to overall corporate objectives
Jeffrey Patrick Hendren
March 2011 – November 2011
Regional 1 Airlines
Calgary AB
Director – Inflight
Approved by the Minister in accordance with Commercial Air Service Standard 725.07(2)(d), The
Flight Attendant Manager is responsible to:
 The Flight Attendant Manager is responsible for the professional standards of the cabin crews
under his/her authority and in particular:
 (A) assuring a current and approved Flight Attendant Manual is in place;
 (B) assuring a current and approved flight attendant training program;
 (C) the issuance of directives and notices to the flight attendants as required;
 (D) the actioning and distribution of accident, incident, and other occurrence reports;
 (E) the processing and actioning of any cabin crew reports;
 (F) the supervision of flight attendants;
 (G) assuming any responsibilities delegated by the Operations Manager;
 (H) training of flight attendants in accordance with the approved training program;
 (I) the maintenance of flight attendant training records;
 (J) liaison with other company departments;
 (K) the development of safety features cards; and
 (L) in his or her absence, all responsibilities for duties shall be delegated to another qualified
individual, except that the knowledge requirements detailed under flight attendant manager
qualifications may be demonstrated to the air operator rather than the Minister.
In addition to the above regulatory responsibilities this position included:
 Drive the people direction and process for the department including corporate culture,
planning, recruitment, retention, rewards & recognition, and performance management
 Responsible for department budget, including forecasting and purchasing
 Responsible for catering & onboard product
 Active participation in the company SMS program
 Active participation in the company Emergency Response Program
February 2011 – March 2011
Regional 1 Airlines
Calgary AB
Supervisor – Inflight Training
 Facilitate all Inflight programs (Initial, Annual, CRM, ICM, First Aid, and Service)
 Development of all Inflight Training Programs
 Development of FAM Bulletins and Amendments
 Assist operationally in the development of the Flight Attendant Schedule
 Conduct Line Indoctrinations and Line Checks
 Maintain Flight Attendant Training records
 Support the company SMS and AOSH systems
 Recruitment and Performance Management as required
 Catering and On-board product development
 Qualified on Dash 8-100/200/300 and Crj 100/200
Jan 2004 – Feb 2006
Regional 1 Airlines
Instructor – Inflight Training
 Facilitated all Inflight Programs (Initial, Annual, CRM)
 Program Development
 Recruitment
 Operated diverse contracts and ACMI charters
Calgary AB
Jeffrey Patrick Hendren
April 2010 – January 2011
Sunwing Airlines
Calgary AB
Manager – Inflight Development
 Develop In-flight Service, Leadership, and soft skills training for all cabin crew in
cooperation with Cabin Safety.
 Lead team of 15 Instructors, provide development and coaching including measurement
or performance management.
 Measure training program success and communicate needs and challenges including
student feedback to Director – Inflight.
 Participate in Corporate Training Committee for company strategic direction of training
needs.
 Collaborate with the Director – Inflight, and Catering & Product Development Manager
for service development and training of cabin crew on In-flight product and leadership
requirements.
 Development of In-flight service, and lead type trials to test new products and services.
 Develop communications to cabin crew on new procedures, clarifications, and FYI’s.
 Develop Inflight Service Manual and Cabin Safety Manager Manual (In-charge F/A
Manual).
 Support the Corporate SMS system and assist with investigations as required.
Sept 2009 – January 2011
Sunwing Airlines
Calgary AB
Inflight Base Supervisor – YYC
 Create a community at work, ensuring an open and honest work culture that supports
each individual crew member
 Sole management presence at base
 Coach, Lead, Mentor, and prescribe progressive discipline in accordance with corporate
policy
 Monitor crew’s performance, ensuring diligent documentation of personnel files
 Rewards and recognition
 Support on-going development of CSM (Cabin Safety Mangers) in Leadership skill and
ability
 Follow up on Inflight Reports including Cabin Crew Flight Reports, provide follow up as
well as tracking and trending
 Perform Ramp Inspections and Line Checks
 Debrief crew members after on-board incidents
 Provide additional training where required for crew member safety deficiencies
 Manager rep for OSH committee
 On-call coverage and operational shift coverage
 Catering liaison for YYC and YEG supporting on-board product and catering to ensure
consistency and accountability for sub contracted catering company (CARA)
Jeffrey Patrick Hendren
Nov 2008 – June 2009
WestJet Airlines
Calgary AB
Advisor – Inflight Standards & Procedures
 Development of cabin safety and service standard operating procedures
 Development of FAM (Flight Attendant Manual)
 Documenting and releasing Operation Communications and FAM/COM Bulletins
 Researching and creating action plans to amend existing procedures and processes in
accordance with Transport Canada, FAA, and International Regulations
 Maintain/Amend Safety Features Card
 Perform Risk Assessments
 Regulatory Compliance
 Communication to the front line
Sept 2006 – Nov 2008
WestJet Airlines
Calgary AB
Instructor – Inflight Training
 Facilitated all Inflight Programs (Initial, Annual, CRM, ICM, Requal, First Aid, LEADership,
Pilot EPT)
 Program Development
 Line Checks and Line Indoctrination
 Performance Management and Recruitment
 CrewTrac and CrewQual proficient
 Program Quality Assurance, Technical Writing and submission to Transport Canada
***Special Secondment
 Developed LEADership Program (Specific training program for In charge Flight
Attendants) *** Special Project
Feb 2006 – Aug 2006
Zoom Airlines
Vancouver BC
Flight Attendant
 Finished top in my class
 Followed and enforced all procedures as laid out in the Flight Attendant Manual
 Ensured the safety and comfort of passengers and crew
 Operated international flights delivering a high level of inflight service
 Upheld all company standards
Jeffrey Patrick Hendren
Education
Certificate - Curriculum Development
& Instructional Design 2014
Mount Royal University
Calgary AB
Certified Auditor 2012
DTI
Calgary AB
Corrective Action Plan Writing 2012
Corrective Action Plan SMS 2012
Fierce Conversations Workshop 2011
Instructional Skills Workshop 2007
Special Assistance Team 2007
(Emergency Response)
Select the Best 2007
Train the Trainer 2005
Certificate – Cosmetic Design 2002
GED 2000
DTI
Beyond Risk Management
Fierce Inc
WestJet
WestJet
Calgary AB
Calgary AB
Seattle WA
Calgary AB
Calgary AB
WestJet
Regional 1 Airlines
Marvel College
Calgary AB
Calgary AB
Kelowna BC
Vancouver BC
Invited Guest Speaker –
International Cabin
Safety Conference Oct 2012
Amsterdam
Topic – Cabin Safety & Checklists
International Cabin
Vancouver
Safety Conference March 2013
Topic – How effective are your evacuation
commands?
International Cabin
Safety Conference Oct 2013
Zurich
Topic – Procedural Drift and Our industries
worst “best” practices
References available upon request

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