CABIN CREW OPERATIONS MANUAL Chapter: 00 PREFACE Page 1 of 10 Revision: 00 Issue: 01 Date: 20 Oct 2018 FLY PERSIA CABIN CREW OPERATIONS MANUAL This manual is produced by FLYPERSIA Flight Operations Department based on CAO.IRI regulations and national variants as they apply. The content of this manual is accepted by the DMD OPS. In case of conflict with the applicable national regulations, the latter apply. Any questions with respect to information contained in this manual should be in written, directed to the cabin crew operation manager Address: No.:2, South Parvaneh St., West Ferdows Blvd., South Sattari Exp. 1483663564, Tehran – Iran Tel.: 021-48000000 Fax: 021-48000000 Website: www.flypersia.aero Issue No: 01 Revision: 00 CABIN CREW OPERATIONS MANUAL Chapter: 00 PREFACE Page 2 of 10 Date: 20 Oct 2018 Revision: 00 Issue: 01 INTENTIONALLY LEFT BLANK CABIN CREW OPERATIONS MANUAL Chapter: 00 PREFACE Page 3 of 10 Revision: 00 Issue: 01 Date: 20 Oct 2018 CABIN CREW OPERATIONS MANUAL FIRST ISSUE REVISION 00 CABIN CREW OPERATIONS MANUAL Chapter: 00 PREFACE Page 4 of 10 Date: 20 Oct 2018 Revision: 00 Issue: 01 INTENTIONALLY LEFT BLANK CABIN CREW OPERATIONS MANUAL Chapter: 00 PREFACE Page 5 of 10 Date: 20 Oct 2018 Revision: 00 Issue: 01 Documentation control page Document No.: FLYPERSIA/CAB/00 Document Title: CABIN CREW OPERATIONS MANUAL Effective Date: As Signed and Approved Revision No. : 00 CABIN CREW OPERATIONS MANUAL Chapter: 00 PREFACE Page 6 of 10 Date: 20 Oct 2018 Revision: 00 Issue: 01 CHAPTER NUMBER NAME OF CHAPTER LEP List of Effective Pages ROR Record of Normal Revision RTR Record of Temporary Revisions RH Revision Highlights LETR List of Effective Temporary Revisions 0 INTRODUCTION 1 CABIN CREW 2 SOP EMERGENCY PROCEDURE 3 4 DRILLS 5 SAFETY EQUIPMENT 6 CREW RESOURCES MANAGEMENT 7 FTL SURVIVAL 8 9 FIRST AID 10 DANGEROUS GOODS 11 SECURITY 12 Aircraft Type Specific (B737-CLASSIC) CABIN CREW OPERATIONS MANUAL Chapter: 00 PREFACE Page 7 of 10 Date: 20 Oct 2018 Revision: 00 Issue: 01 The highlights of Revision 00 are as follows: Chapter Page Change Description No. No. CABIN CREW OPERATIONS MANUAL Chapter: 00 PREFACE Page 8 of 10 Date: 20 Oct 2018 Revision: 00 Issue: 01 Record of Temporary Revisions: Temporary Revisions to this manual shall be inserted by the authorized user without delay. After inserting the Temporary Revision enter the appropriate data in the revision sheet below. The compliance has to be signed under “Inserted By”. Revision will be issued at irregular intervals. Retain this Revision sheet until officially replaced. TR. Location / Issue date Date filed Filed by No. Remarks / Status 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 CABIN CREW OPERATIONS MANUAL Chapter: 00 PREFACE Page 9 of 10 Date: 20 Oct 2018 Revision: 00 Issue: 01 Record of Normal Revisions: Revision to this Manual shall be made by all authorized users without delay. After inserting the revision enter the appropriate data in the revision sheet below. The compliance has to be signed under "Inserted By". Revision will be issued at irregular intervals, retain this revision sheet until officially replaced. ISSUE NO REVISION NO DATE FILED INSERTED BY FIRST ISSUE REV 00 OCT 2018 M.KHAMSEH CABIN CREW OPERATIONS MANUAL Chapter: 00 PREFACE Page 10 of 10 Date: 20 Oct 2018 Revision: 00 Issue: 01 List of Effective Pages: Chapter Page REV. Chapter Page REV. No. No. No. No. No. No. CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 1 of 38 Revision: 00 Issue: 01 Date: 01 Oct 2018 CABIN CREW OPERATIONS MANUAL INTRODUCTION AND POLICY Issue No: 01 Revision: 00 Date: 20 October 2018 CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 2 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 INTENTIONALLY LEFT BLANK CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 3 of 38 Revision: 00 Issue: 01 Date: 01 Oct 2018 CHAPTER ZERO INTRODUCTION AND POLICY CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 4 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0. INTRODUCTION ...................................................................................................7 0.2. ADMINISTRATION AND CONTROL...............................................................7 0.3. Cabin Operations Manual Personal Copy .......................................................7 0.4. Cabin Operations Manual Control ...................................................................8 0.5. SYSTEM OF AMENDMENT AND REVISION .................................................8 0.5.1. Manual Holder Responsibility ................................................................................................... 9 0.6. Compilation and Issue.....................................................................................9 0.7. GUIDE TO MANUAL USER ..........................................................................11 0.8. SPECIFIED TERMS AND DEFINITIONS......................................................11 0.9. List of Symbols and Abbreviations ................................................................13 0.10. CABIN OPERATIONS MANUAL DISTRIBUTION LIST ..............................19 0.11. ORGANIZATIONAL STRUCTURE .........................................................20 0.12. Flight Operations Organizational Chart .......................................................21 0.13. cabin crew operation Department Organizational Chart ............ ................21 0.14. The List of Post Holders' Names and Functions in cabin crew operation Department .............................................................................................22 0.15. MANAGEMENT SYSTEM...........................................................................23 0.16. Deputizing ...................................................................................................23 0.17. Qualifications of cabin crew operation manager............................................23 0.18. Main Working Relationship..........................................................................24 0.19. cabin crew operation manager Duties and Responsibilities .........................25 0.20. Safety action group/ follow up head qualifications and responsibilities........26 0.21. cabin crew operation dep. instructor qualifications and responsibilities........28 0.22. CABIN FLEET HEADS................................................................................30 0.23. CABIN BRIEFING HEAD ............................................................................31 0.23.1. Qualifications ........................................................................................................................ 31 0.23.2. Duties and Responsibilities ................................................................................................... 31 0.24. SENIOR CABIN CREW MEMBER..........................................................32 0.24.1. Qualifications ........................................................................................................................ 32 0.24.2. Duties and Responsibilities ................................................................................................... 32 0.25. Cabin crew duties and responsibilities ........................................................33 0.26. RECORDING SYSTEM AND DOCUMENTATION SYSTEM ......................35 0.27. Control and Storage of Records, Cabin Document and Data ......................35 CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 5 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.28. OPERATIONAL POLICY.............................................................................36 0.29. compliance monitoring…………………………………………………………..36 0.30. Quality Policy cabin crew operation Department ..........................................39 0.31. SAFETY POLICY ........................................................................................40 0.31.1. Definitions............................................................................................................................. 40 0.31.2. Safety Policy in cabin crew opearion Department ............................................................... 40 CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 6 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 INTENTIONALLY LEFT BLANK CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 7 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0. INTRODUCTION 0.1. POLICY It is the purpose of FLYPERSIA Air to provide commercial air transport for passengers, freight, and mail. In doing so, all operations are orientated on Safety, Security, Economy, and Punctuality. It is the aim to satisfy the expectations of our customers and shareholders by fulfilling the requirements of air operations on the highest level possible. All Company personnel shall be dedicated to this Company policy and take every effort to realize the goal. 0.2. ADMINISTRATION AND CONTROL The Cabin Crew Operations Manual has been prepared in accordance with the conditions contained in the FLYPERIA Flight Operations Manual-Part “A” (General/Basic) and Operation Manual part D. In addition, it contains the applicable National rules and regulations. It reflects valid Company policies, regulations and procedures. This Manual details the emergency procedures, safety equipment and cabin crew emergency drills that are applicable to operate in FLYPERSIA A/C. It provides the basis for all safety and survival training within the Company. The Manual is written in English, which is the recognized operating language of FLYPERSIA. A complete version of “Cabin Crew Operations Manual” is with Senior cabin crew member to provide immediate access by cabin crew. In addition, each cabin crew has been provided with the Manual as a whole in electronic format. 0.3. Cabin Operations Manual Personal Copy A complete version of “Cabin Crew Operations Manual” in hard copy is on-board the A/C and will be located in a manner to provide immediate access by cabin crew. The location should be mentioned by SCCM in briefing and one of complete version of the OM would typically be on board the A/C and located in flight deck library to be accessed by each cabin crew. In addition, all cabin crew are provided with the manual as a whole in electronic format. NOTE: Cabin crew must carry their personal copy, fully amended in every flight on a cell phone or tablet or any other electronic devices. The relevant personnel shall adhere to the rules and regulations contained in the CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 8 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 CCOM all times. All crewmembers shall be responsible for the proper execution of their duties that: a) Are related to the safety of the A/C and its occupants; b) Are specified in the instructions and procedures laid down in the CCOM. NOTE: Where information in this manual is at variance with technical data, ground services manual, ground operations manual, security manual and operations manuals, the respective manual shall be regarded as the authoritative source. In the event of willful or negligent disobedience to those rules and regulations the personnel concerned may become subject to disciplinary, legal or penal actions. However, nothing contained in the CCOM shall prevent personnel from exercising their own best judgment during any situation for which the Manual makes no provisions in an emergency. All crew connected with the operation of the company A/C are expected to have a thorough knowledge of the contents of the CCOM and to this end it should be studied frequently. 0.4. Cabin Operations Manual Control In order to exercise control over the CCOM distribution, the Manuals are numbered by Flight Safety and Operations Quality 0.5. SYSTEM OF AMENDMENT AND REVISION The CCOM shall be revised from time to time if major changes occur or as necessary. An intermediate update may be released whenever there are significant changes to the Company documentation. The CCOM, its amendments and revisions are published and issued by cabin crew operation Department and shall supply DMD, Ops. With intended amendments and revisions. The Deputy Managing Director, Operations is responsible for its contents and keeping the instructions and information up-to-date. When an amendment concerns any provisions or procedures, which must be approved by the DMD, Operations such approval shall have been communicated before the amendment becomes effective. In such cases the information is issued via a Temporary Revisions (TR) clearly indicating that this is of temporary nature and will be followed either by a permanent approved revision or will be withdrawn after a defined period of time. A vertical line shall be used to outline revised or newly published paragraphs on the pages. All the revisions shall be forwarded to the Manual holders as per Distribution CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 9 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 List through Acknowledgement Letter and also to all cabin crew through mail boxes to incorporate amendments as soon as possible after receipt. Each authorized holder of this Manual is personally responsible for inserting the properly amended and/or revised pages and removing the obsolete ones. This is to be documented by filling in the Record of Revisions (ROR). Unscheduled inspections may be performed by Briefing supervisor or SCCM to verify compliance. Non-conformities shall be reported to manager of cabin crew operation Department. Whenever any new revision is operational, a cabin safety memo shall be emailed to the respective personnel thorough cabin safety group email address. NOTE: This is the safety group head to ensure that CCOM is compiled based on latest regulation and aircraft updated type 0.5.1. Manual Holder Responsibility The Manual holders are personally responsible to update their personal copy as per CCOM, Par.0.3. The holder must maintain the Manual in good condition. In case of loss/damage of the Manual, it must be reported to cabin crew operation Department immediately. The person is supposed to monetary penalty and shall not commit anymore. When leaving the Company, individuals must personally hand in the revised CCOM to cabin crew operation Department. This department will not accept any Manual that is not appropriately revised. Non-official copies of the CCOM shall not be used for the conduct of flight operations. Handwritten amendments shall not be used throughout the CCOM. 0.6. Compilation and Issue The DMD, Operations and manager of cabin crew operation Department are responsible for the compilation and issue of CCOM and all amendments thereto. Gender-Reference to the masculine “He”, “Him”, “His”, and “Himself” is construed as referring equally to the feminine “She”, “Her”, “Hers”, “Herself”. Company is deemed to refer to FLYPERSIA Air unless otherwise stated. “Shall”, “will”, “must” or any other imperative verb indicates that the application of a rule, procedure or provision is mandatory. “Should” Indicates that the application of a procedure or provision is recommended. “May” means that the application of a procedure or provision is optional. “No person may...” or “a person may not...” means that no person is required, authorized, or permitted to do the act concerned. CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 10 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 “Approved” means the CAO.IRI has reviewed the method, procedure or policy in question and issued a formal written approval. “Acceptable” means the CAO.IRI has reviewed the method, procedure or policy and has neither objected to nor approved its proposed use or implementation. “NOTE” is used when an operating procedure, technique, etc. is considered essential to be emphasized. “CAUTION” is used when an operating procedure, technique, etc. may result in damage to equipment if not carefully followed. “WARNING” is used when an operating procedure, technique, etc. may result in personnel injury or loss of life if not carefully followed. “Normal Revisions” are issued periodically to cover non-urgent corrections, changes and/or to add new data. “Intermediate Revisions” are issued between normal revisions to cover the changes. They are numbered in ascending sequence e.g. 1A, 1B, 1C... for intermediate revisions issued between normal revisions 1 and 2. They are accompanied by filing instructions and an updated List of effective Pages (LEP). “Temporary Revisions” (TR) Temporary revisions are printed on colored paper (usually yellow), but are handled and transmitted in the same way as a permanent revision. However, temporary revisions must also show an expiry date which must coincide with the planned date of issue of the next all absorbing permanent revision. “List of Effective Pages (LEP)”: The Manual after revision must comply with the LEP, which lists all the pages that are in the Manual. The new pages are indicated by “N” and the revised pages by “R”. “Aircraft Notice to Cabin Crew”: Amendments and revisions, which are required in the interest of safety, must be published immediately or promulgated by a Cabin Safety Memo. They are authorized by manager of cabin crew operation department CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 11 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.7. GUIDE TO MANUAL USER Pagination The header and footer of each page contain: 1. FLYPERSIA Air Logo, 2. Cabin Crew Operations Manual, 3. Chapter and Page Number, 4. Chapter Title/Section Title, 5. Issue Number, 6. Revision Number/Date of Issue 2 3 1 Cabin Crew Operations Manual Chapter: 1 Page 11 of Revision : 6 4 Issue: 5 Every chapter is preceded by a Table of Contents for that chapter. 0.8. SPECIFIED TERMS AND DEFINITIONS These terms and definitions are selected for this CCOM and may be subject to change. Air Traffic Control Unit - A generic term meaning variously, area control center, approach control office or aerodrome control tower. Authority - The competent body responsible for the safety of civil aviation in the state of the applicant or operator. Cabin Crewmember - A cabin crewmember is other than a flight crewmember who performs in the interest of safety of passengers, duties assigned by the operator (FLYPERSIA) or the Commander of the airplane. Commander - The Pilot designated by the operator responsible for the operation and safety of the A/C during flight time. He may delegate the conduct of the flight to another qualified pilot. CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 12 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 Co-Pilot – A pilot serving in any piloting capacity, other than as Pilot-in command or Commander, but excluding a pilot who is on-board the A/C for the sole purpose of receiving flight instruction for a license or rating. Crewmember – A person assigned by an operator to perform duties on the A/C during flight time. Dangerous Goods – Articles or substances which are capable of posing significant risk to health, safety or property when transported by air. Flight Crew member – A licensed crewmember charged with duties essential to the operation of an A/C during flight time. In-Flight Relief Pilot - The In-Flight Relief Pilot is an integral part of the flight crew and is carried to provide rest opportunities for the basic crew for extending the scheduled flying duty period. Minimum Equipment List (MEL) – A list which provides for the operation of A/C, subject to specified conditions, with particular equipment inoperative, prepared by the operator in conformity with, or more restrictive than, the MMEL established for the A/C type. Narrow-Bodied Fleet: It comprises of the following aircraft operated within FLYPERSIA fleet: B737-classic. Passenger Classification: Adult – person of an age of 12 years and above; Child – person of an age of 2 years and above but less than 12 years; Infant – person who is between 7 days old and less than 2 years of age who has not yet reached his second birthday. Pilot Flying (PF): The pilot, who for the time being, is in charge of the control of an A/C. Pilot Monitoring (PM): The pilot, who is assisting the pilot flying in accordance with the multi-crew co-operation concept, when the required flight crew is more than one. CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 13 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.9. List of Symbols and Abbreviations Star (*) Remark(s) for the concerning subject. (A) ABP: Able Bodied Passenger ACP: Area Call Panel A/C: Aircraft AC: Advisory Circulars ACM: Additional Crewmember AED: Automatic External Defibrillator AFT: Rear AIP: Attendant Indication Panel ALT: Altitude AMC: Acceptable Means of Compliance AP: Airport APU: Auxiliary Power Unit AUX: Auxiliary ASB: Automatic Survival Beacon ASR: Air Safety Report ATA: Actual Time of Arrival ATC: Air Traffic Control ATD: Actual Time of Departure ATTN: Attendant (B) BCF: Bromo Chloro Di Fluoro Metan B: Boeing BM: Back Ground Music (Boarding Music) (C) C: Celsius (Temperature) C/A: Cabin Attendant CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 14 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 CAT: Clear Air Turbulence C/B: Circuit Breaker CC: Cabin crew CAM: Cabin Assignment Module CAO. IRI: Civil Aviation Organization of Islamic Republic of Iran CAPT: Captain / Commander CEO: Chief Executive Officer CHTR: Charter Trip CIDS: Cabin Intercommunication Data System CIP: Commercially Important Passenger CLG: Ceiling CLR: Clear COMD: Command CCM: Cabin Crew Member CCOM: Cabin Crew Operations Manual CO2: Carbon Dioxide CPR: Cardio-Pulmonary Resuscitation CRD: Child Restraining Device CRM: Crew Resource Management (D) DH: Dead Head Crew DMD: Deputy Managing Director (E) ECAM: Electronic Centralized Aircraft Monitoring EMER: Emergency ELT: Emergency Locator Transmitter ETA: Estimated Time of Arrival ETD: Estimated Time of Departure Equip: Equipment CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 15 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 EVAC: Evacuation (F) FA: CCM FAP: Forward Attendant Panel FC: First Class F/D: Flight Deck FDP: Flight Duty Period FE: Flight Engineer F/O: First Officer FSO: Flight Security Officer FT: Feet FWD: Forward (G) GCA: Ground Control Approach GD: General Declaration GHA: Ground Handling Agent GMT: Greenwich Mean Time GPU: Ground Power Unit GS: Ground School (H) HRS: Hours (I) IATA: International Air Transport Association IB: Inboard ICAO: International Civil Aviation Organization IEM: Interpretative and Explanatory Material ILS: Instrument Landing System INOP: Inoperative (J) JC: BusinessClass CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 16 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 J/S: Jump Seat (L) L: Local LAV: Lavatory LB (s): Pounds LDG: Landing LEP: List of Effective Pages LETR: List of effective Temporary Revisions LHS: Left Hand Side LPC: Less Paper Cockpit LR: Life Raft LSU: Lavatory Service Unit LTR: Liter L/V: Life Vest (M) MAN: Manual MEL: Minimum Equipment List MIN: Minutes MRT: Manual Release Tool (O) OM: Operations Manual O2/ OXY: Oxygen O/W: Over Wing (P) PA: Public Address PAX: Passenger(s) PB SW: Push Button Switch PBE: Protective Breathing Equipment PIC: Pilot In Command PIM: Program and Indication Module PO: Portable Oxygen CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 17 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 PSI: Pounds per Square Inch PSU: Passenger Service Unit PTT: Push to Talk (R) RADAR: Radio Detecting and Ranging R/RET: Return RH: Revision Highlights RHS: Right Hand Side RON: Remain Over Night ROR: Record of Revisions RTR: Record of Temporary Revision RWY: Runway (S) S-B A: Standby a.m S-B B: Standby p.m SCCM: Senior Cabin Crew Member SEP: Safety and Emergency Procedures SEPT: Safety and Emergency Procedures Training SFSO: Senior Flight Security Officer SOM: Structure of Manual STBD: Starboard Side STCR: Stretcher (T) T/O: Take Off TOC: Table of Contents TRE: Type Rating Examiner TWR: Tower CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 18 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 TWY: Taxi Way (U) UD: Upper Deck UM: Unaccompanied Minor UTC: Co-ordinated Universal Time VIP: Very Important Person/ passenger (W) WCHC: Wheelchair Cabin (or Carry) WCHR: Wheelchair Ramp WCHS: Wheelchair Steps WDO: Window WOCL: Window of Circadian Low WXR: Weather Rader (Y) YC: Economy Class YCZ: Yellow Caution Zone CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 19 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.10. CABIN OPERATIONS MANUAL DISTRIBUTION LIST Manual Position Number Notes Hard Copy Competent Authority 01 E-Copy Accountable Manager 02 Hard Copy DMD, Operations 03 Hard Copy Manager, Safety and 04 Hard Copy compliance Monitoring Assurance Manager, cabin crew operation 05 Hard Copy Manager, cabin crew operation 06 Hard Copy Training Manager Flight Safety 07 Hard Copy Quality and Operations Head Fleet B737-classic 08 Hard Copy Head of Flight Briefing in 09 Hard Copy Mehrabad Airport Head of Cabin Scheduling 10 Hard Copy Dispatch Center(THR) 11 Hard Copy Fly Persia Station(THR) 12 Hard Copy Aircraft Registers 13 Hard Copy All Cabin Crew Members 14 E-Copy CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 20 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.11. ORGANIZATIONAL STRUCTURE CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 21 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.12. Flight Operations Organizational Chart 0.13. Cabin Crew Operation Department Organizational Chart manager safety group head briefing follow up fleet head head head CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 22 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.14. The List of Post Holders' Names and Functions cabin crew operation Department FUNCTIONS NAMES Cabin Crew Operation Manager Mr. M. KHAMSEH Deputy of Cabin Crew Operation Manager Mr. H. POURDAHANDEH Safety Action Group Head Mr. A. DABIRCHIAN Follow up Head Mr. H. ABEDINZADEH B737-classic Fleet Head Mr. H. POURDAHANDEH Briefing Head Mr. S. GHOREISHI NOTE: Deputy of cabin crew operations manager will be in charge of fleet too. CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 23 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.15. MANAGEMENT SYSTEM FLYPERSIA has a management system for Cabin Crew Operation Department that ensures supervision and control of cabin crew operations, cabin operations functions, management of safety and security, and associated activities in accordance with standards of FLYPERSIA and requirements of the State. Cabin Crew Operation Department has a manager with appropriate qualifications and authority who is responsible for the management and supervision of all cabin operations activities and accountable to DMD, Ops. For ensuring the safety and security of cabin operations. 0.16. Deputizing All post holders of Cabin Crew Operation Department have a deputy or substitute for the time when they are absent from the workplace to delegate the duties. This deputy or substitute is a qualified person who is aware of the duties of the manager that is expected to be away from his duties. This delegation is conducted through an official letter and does not release any manager from his duties. The qualifications of deputies are the same as post holders. 0.17. Qualifications of Cabin Crew Operation manager 1. High School Diploma or having degree in Air hostess field of study, 2. Having operational management experience (at least 5 years) 3. Passing cabin crew instructor training course 4. Passing SMS course 5. Having good and enough knowledge on cabin crew rules and regulations CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 24 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.18. Main Working Relationship 1. Internal: a) He/she is responsible to accountable manager in relation with Human Resources. b) He/she liaises with all Company divisions and departments as necessary for utilizing their specialized and professional services to meet Cabin Crew Operation Department goals and objectives and also for providing them their required assistance relating to cabin crew duties and responsibilities. c) He/she directly supervises the following: Crew Scheduling Follow-up Office Briefing Center Fleets Cabin safety action group 2. External: He/she liaises With ministries, organizations, companies and private or governmental institutions to discuss related matters, exchanges news and information, and coordinates the activities relating to the duties and responsibilities of Cabin crew Department within the limits of delegated and liaison with authorities, regarding the organizational hierarchy. CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 25 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.19. Cabin Crew Operation Manager Duties and Responsibilities 1. Planning, supervising, and controlling the safety and quality of cabin crew operations in conformity with standards of safety and quality. 2. Supervising all the activities relating to cabin crew operations administrative and specialist support services and ensures that required and sufficient regulations and procedures are available and make necessary coordination for upgrading the quality of operations. 3. Ensuring the implementation of all approved process and procedures in the CCOM. 4. Cooperating with Training Center to plan and schedule cabin crew necessary training courses and to ensure all cabin crewmembers maintain familiarity with laws and regulations through complementary training courses and carrying out the duties of cabin instructor whenever necessary. 5. Cooperating with Flight Safety and Operations Quality Department to provide cabin crew rules and regulations, and ensuring their implementation by cabin crew during flight. Also developing the corrective actions and the implementing them for the findings result from the audits. 6. Cooperating with Flight Safety and Operations Quality in developing the safety culture and implementing the Safety Management System. 7. Monitoring the Crew Scheduling performances to ensure all the procedures are adhered. 8. Ensuring the behavioral principles and Islamic ethics are observed by cabin crew and supervising the general management and administration of cabin crew. 9. Ensuring the proper performance of Briefing personnel. 10. Supervising the in-flight reports prepared by SCCMs after each flight about in-flight problems and taking the necessary action to solve the problems and enhancing the safety and quality of cabin crew operations. 11. Monitoring if contract services and service providers, which are under supervision of Cabin Crew Operation, carrying out their activities and meeting safety and quality standards. 12. Ensuring if all cabin crew pass their recurrent and refresher training through recording system. 13. Ensuring if the cabin crew are healthy for doing the flight through yearly Medical Checks. CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 26 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 14. Ensuring if all activities during the flight are based on security, safety, and standards of the CCOM through Evaluation Form. 15. Supervising the personnel reporting to him and ensures that the appropriate guidance is provided to carry out the individual job efficiently. 16. Holding regular meetings collectively with other sections of Cabin Crew Operation Department twice a month to obtain the periodic review of non-conformances, identify weak areas, hazards, root causes, and provide corrective actions. Obtained plans and other decisions arrived in the meetings shall be recorded for future reference. 17. Monitoring the controlled documents, recording, and documentation system. 0.20. Safety action group/follow up head qualifications and responsibilities 0.20.1. cabin safety officer qualifications: a) High School Diploma or having degree in Air hostess field of study, b) Having at least three years’ experience as CCM, c) Having knowledge of the applicable rules and regulations, d) Passing cabin crew instructor training courses, e) Passing SMS course, 0.20.2. cabin safety officer duties and responsibilities: Cabin safety group head shall ensure all national, international and company safety, security and quality policies and standards are in place in the areas of their functions. He/she is accountable and directly report to manager In-flight services. 1. Collect and update the latest information on aviation laws and regulations by visiting relevant sites. 2. Providing, publishing, updating, and customizing the C.C.O.M according to approved rules and regulations of FLYPERSIA Air and laws, guide lines, customs and immigration processes associated with flying in to foreign destinations and other information. That is relevant in the performance of duties. 3. Providing instructions, notices, circulars and memos to inform cabin crew of their operational procedures.in addition, providing monthly performance report. CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 27 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 4. Ensuring the implementation of all rules and regulations and operational procedures by cabin crew, and preparing necessary information for them. 5. Providing announcement book based on international and local rules and regulation. 6. Participating in flight operations regulations and procedures meetings, in order to be up-to-date in compliance with the latest rules and regulations and procedures. 7. Participating in all recurrent training courses related to each A/C type. 8. Provide and inform the company’s internal circulars and announcements through the briefing board. 9. Formation of the safety review committee (S.R.C), at the In-flight services to examine the safety-related bugs and accidents in the cabin section in accordance with the duties described in the safety management system manual (SMSM) 10. He/She, should aim to create awareness & understanding of accident prevention methods throughout the airline. He conducts investigation into, and reports on any accident, incident or occurrence involving a company airplane and liaises with the authority if necessary. Having discovered, identified and assessed hazards, he/she should make recommendations to eliminate them. He circulates safety and security data, information concerning the experiences of other relevant safety information. 0.20.3. cabin follow up office head qualifications: Cabin Follow-up Office Head supervises four coordinators whose functions are in relation with Training, Medical, Technical, Handling and Catering affairs. a) High School Diploma or having degree in Air hostess field of study, b) Having at least three years’ experience as CCM, c) Having knowledge of the applicable rules and regulations, d) Passing cabin crew instructor training courses, e) Passing SMS course. CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 28 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.20.4. cabin follow up office head duties and responsibilities: 1. Working under direct supervision of cabin crew operations Manager, 2. Coordinating and follow-up all the operational affairs, training, scheduling, transportation, and medical checks of cabin crew and work as a member of follow-up office, 3. Ensuring all the follow-up and training affairs are in accordance with safety, security, quality and are well-done, 4. Ensuring all the follow-up affairs in relation with Ground Handling, Catering, and Maintenance are considered, 5. Planning and controlling all the affairs and coordinating with other departments and divisions as required, 6. Providing monthly reports, and participating in related meetings, 7. Participating in selection, evaluation and training meetings, and also giving comments to improve all the defects and problems raised in cabin crew operations department, 8. Participating in required training courses to be in contact with the latest aviation regulations, 9. performing all other duties delegated by cabin crew operations Manager, 10. Monitoring the controlled Documents, recording, and documentation system, 0.21. Cabin Crew Instructor qualifications and responsibilities Qualifications a) High School Diploma or having degree in Air hostess field of study, b) The good capability and experiences in managing the subordinates (at least 3 years flying experience as CCM) c) To have certificate regarding teaching methods and techniques d) to have the certificate and authorization regarding the relative subject that is being taught. e) to be approved and authorized by the board including CC manager, cabin safety officer, operations training manager, and DMD ops. Responsibilities 1. Conducting training to the cabin crew and senior cabin crew members. 2. Evaluating cabin crew members to confirm or deny their competency 3. Teaching aircraft type to the cabin crew members in accordance with approved syllabi 4. Conducting cabin crew training related to aircraft type CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 29 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 0.22. CABIN FLEET HEADS Qualifications a) High School Diploma or having degree in Air hostess field of study, b) The good capability and experiences in managing the subordinates (at least 3 years flying experience as CCM) Duties and Responsibilities 1. Working under the supervision of manager of Cabin Crew Operation Department. 2. Selecting and introducing qualified personnel to pass the training courses according to operational needs and keeping their records. 3. Participating in required training courses to be in contact with the latest aviation regulations. 4. Commenting on evaluation forms which are provided by SCCMs and taking the necessary actions. 5. Working as a cabin crew continuously to be more familiar with flight problems, and supervising the flights. 6. Commenting on promotion of qualified personnel to change their A/C type according to evaluation forms and disciplines of personnel department. 7. Supervising the cabin crew duties during the flight and through briefing, randomly, to ensure the safety and quality of services. 8. Coordinating and accompanying as required with organizational authorities to employ cabin crew members as the representative of Cabin Crew Operation Department. 9. Providing reasonable responses to passengers’ complaints regarding cabin crew, 10. Studying the Reports sent by cabin crew about the cabin defects, and referring it to proper authorities 11. Studying the cases done against rules and regulations and informing the manager of Cabin Crew Operation to take the final decision. 12. Coordinating and carrying out the required commitments in relation with all personnel regulations (crew leave, absence, schedule change(s), etc.), and giving suggestion to manager for disciplinary actions 13. Providing monthly report for Cabin Crew Operation manager of all performances. 14. Carrying out all other duties delegated by manager of Cabin Crew Operation Department. CABIN OPERATIONS MANUAL Chapter: 0 INTRODUCTION Page 30 of 40 Date: 01 Oct 2018 Revision: 00 Issue: 01 15. Monitoring the controlled Documents, recording, and documentation system. 16. Fleet heads are responsible to the accountable managers according to official framework. NOTE: Due to cabin crew operations manager absence, cabin fleet head acts as deputy of his/her. All the responsibilities of deputy are in compliance with cabin crew operations manager duties and responsibilities.
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