PRM_Train_ The Trainer_2014_v1

TRAIN THE TRAINER ON PRM ISSUES – Riga (Latvia)
airBaltic Training in cooperation with PassePartout Training offer a
“Comprehensive train-the-trainer course on PRM issues”:
Train the Trainer course on PRM issues is an air transport industry specific 5-days programme specially
designed for:
Trainers working at airports and providing training to staff across a range of job categories;
Staff working at airports fulfilling different functions.
1. PassePartout Training Ltd provides the training programme and the trainers.
2. The organisation of the courses is secured by airBaltic Training.
This course will deal with the legal, organisational and practical applications of the actual legislation and
will reflect the latest developments in:
EU Regulation 1107/2006 (including the Interpretative Guidelines of EU Regulation
1107/2006);
ECAC DOC 30 Part 1 Section 5 and related annexes);
Air Carrier Access Act (ACAA) 14 CFR Part 382 (USA law).
Training of staff is needed to enable airports to comply fully with the above mentioned legislation and to
ensure that best practice is put in place.
All available services at the airport and services provided by airlines should not only comply with the
requirements of legislation, but should deliver best practice in meeting the needs of all PRMs.
Employees must be provided with well-balanced training on the issues of disability awareness, disability
equality, its practical approach in daily customer service to the PRM, as well as a specific “on-the-job”
training.
To ensure that the training is rolled out widely, it is necessary to offer the course on a “train the trainer”
basis, so that the trainers can deliver the detailed training on a consistent basis to the other staff
members afterwards at different airports.
The course is highly participative and promotes a best practice approach towards the PRM in relation to
the requirements of both European and American laws.
The trainers will be provided with first-hand information on how to provide a quality service to the PRM.
The participants are invited to exchange experience among peers in a confidential environment.
The training consists of theoretical parts, followed by practical sessions to work out the subject and onthe-job training.
After having successfully passed the test at the end of the course, a PassePartout Training certificate will
be delivered. This certificate allows the person to provide training to staff at the airport except for PRM
assistance agents.
airBaltic Training | IATA Regional Training Centre
Pilotu iela 6 | Riga International Airport | Latvia | LV-2167
e-mail: [email protected] | www.airBalticTraining.com | Skype: airbaltictraining
Tel +371 676 68 512 | Fax +371 676 68 511 | GSM +371 261 16 606
Course content
The following subjects will be addressed:
European Regulation 1107/2006 and Interpretative Guidelines of EU Regulation 1107/2006
(objectives, requirements and obligations)
USA Air Carrier Access Act 14 CFR 382
ECAC DOC 30 part I section 5
ICAO Annex 9 and Manual on Access to Air Transport by Persons with Disabilities
IATA Resolution 700
Disability awareness
Equipment awareness
Assistance provision at the airport
Overview of the most frequent complaints and how to avoid complaints and claims
Learning objectives
Understand, interpret and apply EC 1107/2006 requirements
Use ECAC DOC 30 Part 1 Section 5 as the best practice guidance
Understand influence of Air Carrier Access Act (US law) to Europe's aviation industry
How to establish and provide quality PRM assistance
Understand the benefits and risks in PRM assistance
Practical advises for PRM assistance provision
How to handle PRM assistance related complaints
Course dates and fees
Course dates
Duration
22 – 26.09.2014
5 days
09:00 – 17:00
Fee
1190 EUR*
* VAT 21% will be added if applicable
For more information:
Visit www.airbaltictraining.com or contact: [email protected]
Registration information:
For registration please contact [email protected]
Laura Parnasalu, T. +371 676 68 512, GSM +371 261 16 606
Registration will end 30 days before each course start date.
airBaltic Training | IATA Regional Training Centre
Pilotu iela 6 | Riga International Airport | Latvia | LV-2167
e-mail: [email protected] | www.airBalticTraining.com | Skype: airbaltictraining
Tel +371 676 68 512 | Fax +371 676 68 511 | GSM +371 261 16 606
Course agenda
“Comprehensive train-the-trainer course on PRM issues”
Day 1
09:00
Introduction and Overview of the course
09.30
European Regulation 1107/2006 and Interpretative Guidelines of
EU Regulation 1107/2006 (SWD 171) (objectives, requirements and obligations)
10:20
Coffee break
10:35
European Regulation 1107/2006 and Interpretative Guidelines of
EU Regulation 1107/2006 (SWD 171) (objectives, requirements and obligations)
- continued
12:30
Lunch
13:30
European Regulation 1107/2006 and Interpretative Guidelines of
EU Regulation 1107/2006 (SWD 171) (objectives, requirements and obligations)
- continued
14:45
Coffee break
15:00
European Regulation 1107/2006 and Interpretative Guidelines of
EU Regulation 1107/2006 (SWD 171) (objectives, requirements and obligations)
- continued
16:00
Oral review - Legislation and Best Practice
17:00
Close of Day 1
Day 2
09:00
Summary of Day 1
09:30
ICAO Annex 9, ICAO Manual on Access to Air Transport by Persons with
Disabilities & ECAC DOC 30 part I section 5
10:20
Coffee break
10:35
ICAO Annex 9, ICAO Manual on Access to Air Transport by Persons with
Disabilities & ECAC DOC 30 part I section 5 - continued
IATA Resolution 700 (IATA PRM assistance coding)
12:30
Lunch
13:30
ICAO Annex 9, ICAO Manual on Access to Air Transport by Persons with
Disabilities & ECAC DOC 30 part I section 5 - continued
14:45
Coffee break
15:00
ECAC DOC 30 part I section 5 and best practice samples
17:00
Close of Day 2
airBaltic Training | IATA Regional Training Centre
Pilotu iela 6 | Riga International Airport | Latvia | LV-2167
e-mail: [email protected] | www.airBalticTraining.com | Skype: airbaltictraining
Tel +371 676 68 512 | Fax +371 676 68 511 | GSM +371 261 16 606
Day 3
09:00
Summary of Day 2
10:00
Disability awareness
10:20
Coffee break
10:35
Disability awareness & communication - continued
12:30
Lunch
13:30
Disability awareness & PRM equipment awareness - continued
14:45
Coffee break
15:00
Disability awareness – practical part/exercises
16:30
17:00
Oral review - Disability awareness
Close of Day 3
Day 4
09:00
Summary of Day 3
09:30
USA Air Carrier Access Act 14 CFR 382
10:20
Coffee break
10:35
USA Air Carrier Access Act 14 CFR 382 - continued
12:30
Lunch
13:30
USA Air Carrier Access Act 14 CFR 382 - continued
14:45
Coffee break
15:00
Oral review - Highlights of the comprehensive course contents
16:30
Summary of the comprehensive course
17:00
Close of Day 4
airBaltic Training | IATA Regional Training Centre
Pilotu iela 6 | Riga International Airport | Latvia | LV-2167
e-mail: [email protected] | www.airBalticTraining.com | Skype: airbaltictraining
Tel +371 676 68 512 | Fax +371 676 68 511 | GSM +371 261 16 606
Day 5
Specifics – “Check-in staff”
09:00
Overview of the Day 5
09:20
IATA PRM assistance coding / Assistive devices & mobility aids
10:20
Coffee break
10:35
Communication & Assistance animals
11:30
Practical session
12:30
Lunch
13:30
Oral overview of the Day 5 / Summary of the course
14:45
Coffee break
15:00
Written test
16:30
Close of Day 5
Specifics – “Security staff”
09:00
Overview of the Day 5
09:20
Communication & Practical advices and exercises
10:20
Coffee break
10:35
Assistive devices and mobility aids & Assistance animals
12:30
Lunch
13:30
Oral overview of the Day 5 / Summary of the course
14:45
Coffee break
15:00
Written test
16:30
Close of Day 5
*Lunch is not included.
airBaltic Training | IATA Regional Training Centre
Pilotu iela 6 | Riga International Airport | Latvia | LV-2167
e-mail: [email protected] | www.airBalticTraining.com | Skype: airbaltictraining
Tel +371 676 68 512 | Fax +371 676 68 511 | GSM +371 261 16 606
Course instructors
WILLEM (PIM) GODEFROY
Pim is an international expert in providing services for disabled people
and people with reduced mobility (PRMs) in the field of aviation.
Trained originally as a clinical psychologist and specialist in
rehabilitation psychology and neuropsychology, he has worked in this
field for over ten years. He set up his own company IHD in 1988 initially
to provide a range of activities to support the travel needs of disabled
people.
IHD developed into a highly specialized company focused entirely on PRM assistance at airports. His
company has provided assistance over twenty years to large numbers of disabled travelers passing
through Amsterdam and Brussels airports.
Pim now draws on this in-depth operational experience to lead IHD Consultancy which is working with
airports across Europe to ensure that their policies and practices deliver best practice in meeting the
needs of disabled people and PRMs and that they comply with EC Regulation 1107/2006 as well as other
relevant European and US requirements and best practice.
Besides his activities as a consultant he is a trainer on PRM issues in PassePartout Training Ltd.,
providing training for staff of PRM assistance providers and for other staff working at airports, as well as
training for airline staff. Airports in which he is currently working include Abu Dhabi, Pafos, Larnaca,
Brussels South, Paris CDG and Riga. He is also working for international organizations including ACI
Global Training Hub.
In addition, he has been an expert advisor to the European Civil Aviation Conference (ECAC) sub-group
on PRMs for over ten years. Pim is fluent in English, French and German as well as his native Dutch.
EVERITA STRELCA
Everita Streļča is an expert in providing services for disabled people and
people with reduced mobility (PRMs) in the field of aviation.
With a number of years of direct experience in delivering
and
managing PRM assistance at Riga International Airport, Everita is now
using her expertise to train and advise airports and airlines on the legal
and practical aspects of this important topic.
Everita started her aviation career in 1996 as a check in agent and has worked in a number of hands-on
roles including senior ticketing agent and passenger handling manager . She became a specialist in PRM
handling in 2008. Under her leadership, Riga International Airport was recognized in 2010 as the first
“model” airport in meeting the requirements of Regulation 1107/2006 on the Rights of Disabled Air
Passengers and the guidance issued by the European Civil Aviation Conference (ECAC) in its Policy
Statement in the field of Aviation Facilitation (Doc 30).
Everita now works with PassePartout Training Ltd and with the Airports Council International (ACI) and is
involved in the development and delivery of training courses for airport and airline staff. She is currently
involved in a major training initiative with the airport of Abu Dhabi. She is also engaged in delivering
both workshops and training courses all over Europe.
Everita is a native Latvian speaker and is also fluent in English and Russian and has a good level of
spoken German
airBaltic Training | IATA Regional Training Centre
Pilotu iela 6 | Riga International Airport | Latvia | LV-2167
e-mail: [email protected] | www.airBalticTraining.com | Skype: airbaltictraining
Tel +371 676 68 512 | Fax +371 676 68 511 | GSM +371 261 16 606