Doc 10185. Edition 1
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Manual on the Critical Incident Response Programme for Cabin Crew
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Approved by and published under the authority of the Secretary GeneralINTERNATIONAL CIVIL AVIATION ORGANIZATIONDoc 10185Manual on the Critical Incident Response Programme for Cabin CrewFirst Edition, 2023
Published in separate English, Arabic, Chinese, French, Russian and Spanish editions by the INTERNATIONAL CIVIL AVIATION ORGANIZATION 999 Robert-Bourassa Boulevard, Montral, Quebec, Canada H3C 5H7 For ordering information and for a complete listing of sales agents and booksellers, please go to the ICAO website at www.icao.int First Edition, 2023 Doc 10185, Manual on the Critical Incident Response Programme for Cabin Crew Order Number 10185 ISBN 978-92-9275-096-1 print version ISBN 978-92-9275-190-6 electronic version ICAO 2023 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, without prior permission in writing from the International Civil Aviation Organization.
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Doc 10185. Edition 1. Manual on the Critical Incident Response Programme for Cabin CrewDoc 10185. Corrigendum № 1Annex 13. Edition 13. Aircraft Accident and Incident InvestigationAnnex 19. Edition 2. Safety ManagementDoc 9654. Edition 1. Manual on Prevention of Problematic Use of Substances in the Aviation WorkplaceDoc 9859. Edition 4. Safety Management ManualDoc 9973. Manual on Assistance to Aircraft Accident Victims and their FamiliesDoc 9998. Edition 1. ICAO Policy on Assistance to Aircraft Accident Victims and their FamiliesВСЕ ДОКУМЕНТЫDoc 10185
Table Of Contents
COVER PAGE
AMENDMENTS
FOREWORD
CONTENTS
GLOSSARY
ABBREVIATIONS AND ACRONYMS
1.1 BACKGROUND
Chapter 1 INTRODUCTION
1.2 PURPOSE
1.3 SCOPE
Chapter 2 GENERAL CONCEPTS OF STRESSFUL OR CRITICAL EVENTS
2.1 DEFINITION OF CRITICAL INCIDENTS AND POST-CRITICAL INCIDENT STRESS
2.2 TYPES OF CRITICAL INCIDENTS
2.3 TYPES OF EXPOSURES
2.4 DIFFERING STRESS REACTIONS AND RECOVERY
2.5 INTERVENTIONS AND RECOVERY
2.6 PARALLELS BETWEEN FIRST RESPONDERS AND CABIN CREW
2.7 CABIN CREW ISSUES
2.8 MENTAL HEALTH WELLNESS CULTURE
2.9 BENEFITS OF PEER SUPPORT
Appendix A to Chapter 2 GENERAL CONCEPTS OF THE STRESS REACTION
Chapter 3 BENEFITS OF DEVELOPING A CRITICAL INCIDENT RESPONSE PROGRAMME
3.1 GENERAL
3.2 PROACTIVE APPROACH BY THE STATE
3.3 CONTRIBUTION TO OPERATOR SAFETY MANAGEMENT
3.4 SPECIFIC NEEDS OF CABIN CREW
3.5 REDUCING FINANCIAL AND PRODUCTIVITY LOSSES FOR THE OPERATOR
Chapter 4 DESIGNING A CRITICAL INCIDENT RESPONSE PROGRAMME
4.1 PROGRAMME MODEL
4.2 MODELS BASED ON SPONSORSHIP
4.3 MODELS BASED ON RESPONSE CAPACITY
4.4 ASPECTS TO CONSIDER FOR MODEL SELECTION
4.5 STEERING COMMITTEE
4.6 LINK TO AN EMERGENCY RESPONSE PLAN
4.7 ADDITIONAL CONSIDERATIONS
4.8 DESIGNING A CRITICAL INCIDENT REPONSEPROGRAMME – OPTING FOR THE BEST MODEL
Chapter 5 IMPLEMENTATION
5.1 BEST PRACTICES FOR IMPLEMENTATION
5.2 IMPLEMENTATION STEPS
5.3 BUILDING CABIN CREW TRUST IN THE CRITICAL INCIDENT RESPONSE PROGRAMME
5.4 APPOINTING PERSONNEL TO THE RESPONSE TEAM
5.5 QUALITY ASSURANCE AND EVALUATION OF PROGRAMME
Chapter 6 AWARENESS AND TRAINING
6.1 AWARENESS OF THE CRITICAL INCIDENT RESPONSE PROGRAMME
6.2 TRAINING DEVELOPMENT
6.3 TRAINING DELIVERY
6.4 TRAINING FOR CABIN CREW MANAGERS AND SUPERVISORS
6.5 TRAINING FOR CABIN CREW ASSOCIATION LEADERS
6.6 TRAINING FOR CRITICAL INCIDENT RESPONSE PROGRAMME PEERS
6.7 TRAINING FOR CABIN CREW MEMBERS
6.8 EVALUATING THE OPERATIONAL RESPONSE READINESS OF THE CRITICAL INCIDENT RESPONSE PROGRAMME
6.9 FOLLOWING-UP AND SHARING LESSONS LEARNED
Chapter 7 STATE ACTIVITIES SUPPORTING THE CRITICAL INCIDENT RESPONSE PROGRAMME
7.1 GENERAL
7.2 EXISTING STANDARDS AND GUIDANCE MATERIAL
7.3 REGULATORY CONSIDERATIONS
7.4 SURVEILLANCE
7.5 COORDINATION AMONG STATE AGENCIES
7.6 INDUSTRY BEST PRACTICES
7.7 PROBLEMATIC USE OF SUBSTANCES
7.8 REPORTING