crowd management

LYCEUM OF THE PHILIPPINES UNIVERSITYCollege of International Tourism and Hospitality Management

IMO Model Course 1.28


The Goal of Crowd Management

To optimize the chances of survival of passengers and crew during emergency situations


Training ObjectivesAt the end of the session the trainees shall be able to :

Familiarize with the life-saving and fire-fighting equipment, and the use of emergency control plans

Assist passengers en-route to muster stations and emergency stations

Execute Mustering procedures through effective communication with passengers


What is Crowd Management

is the disciplined and practical use of acquired skills intelligently to be able to control and direct crowds with threat of panic en-route to muster stations in an Emergency situation.


What is panic ?

A reaction of flight, immobility and/or disorganization stemming from intense

“fear”


BASIC INSTINCT

Prepares you to Fight

Prepares you to Run

Brain on red alert

Adrenaline Rush

Extra muscle power


Basic Reaction Patterns

• Active – 10% to 30%– WILLING TO DO SOMETHING

• Passive – 50% to 75%– ONLY WAITING DOING NOTHING

• Panic – 1% to 3%– OVERWHELMED with FEAR


An Introduction to STCW 95


What is STCW 78?

STCW stands for the International Convention on Standards of Training, Certification, and Watchkeeping for Seafarers ratified in 1978.– Entered into force 1984– Ratified by most governments 1992– Revised Convention signed 1995


Why the Revision?

• Casualties / human factor• Lack of competence• Changes in crew supply• Varying education and training systems• Good principles but not specific• Insufficient backing for the authorities’

implement and control


STCW 95Regulation for Passenger ship

The Regulation in the STCW concerning passenger ship are:

Regulation V/2 – for RO-RO passenger ships

Regulation V/3 – for passenger ship other than RO-RO passenger ships


Crowd Management Training

The crowd management training required by STCW’95 as amended regulation V/3, paragraph 4 for personnel designated in the muster list to assist passengers in emergency situations shall include, but not necessarily be limited to :


Awareness of Life Saving Appliances


Solas Approved Lifejackets


Other Solas Approved Lifejackets


Life Boats

Open Life Boats Enclosed Life Boats


Life Rafts

Pre fall Davit Launch


Life Ring & Life Bouy


Immersion Suit & TPA


Evacuation Slides & Chute


Fire Fighting Apparatus


Know Your Fire Extinguisher


Other Fire Fighting Apparatus


Control Plan IMO symbols of LSA & FFA

Ship’s Nomenclature

Location of Evacuation groups

Quantity & Type

Escape Routes

Doors & Ventilation

Fire Alarms & Fire Lockers


Control Plan


Ship’s Signage


Knowledge of Muster Lists and

Emergency Instructions


Muster List or Station Bill

Is a valuable documents containing the emergency duties and responsibilities of each crew member, as well as lifeboat embarkation and abandon ship.

Station bills/ muster list is to be found in the bridge, engine control room, crew mess room and crew accommodation’s alleyways.


Muster List or Station Bill• The Muster List shows “Where all crew

members should be” during an Emergency.

• Crew MUST fully understand the list and the “Emergency Instructions that accompany it”


Sample Muster List


Crew Muster Stations

GENERAL INSTRUCTION :• All of the instructions on where you must

go in case of an emergency are listed on your emergency card. It is also referred to as the BOAT & FIRE DRILL CARD. This card will be given to you shortly after you sign on board the ship. It gives instructions as to your responsibilities in cases of emergency and during drills on board.


Emergency CARD DUTIES1. Know instructions on the card for:

(a) "BOAT DRILL" for "Abandon Ship“ emergencies.

(b) "FIRE DRILL" for "fire on board" emergencies.

2. As a crew member, your participation in the Boat and Fire Drills is extremely important so far as ship's safety is concerned.


Emergency CARD DUTIES3. It is the duty of each crew member to insure

that he/she is in possession of their own BOAT AND FIRE DRILL CARD at all times. Each card shows the date of issuance.

4. No excuse may be offered for being unable to produce a BOAT AND FIRE DRILL CARD. Any crew member without such a card must report it immediately to the Officer on duty on the bridge.

5. Upon sign-off, the BOAT AND FIRE DRILL CARD must be turned in to the Department Head


Sample Emergency Card


Muster Station


Knowledge of emergency exits


Ship’s Lay-out importance!

• It is very important for you to know your way around the ship and find your way to your muster station.

• You must learn how the ship is organized (the layout) as soon as possible.

• A good way of doing this is to study the deck plans color brochure and the "PAX AND CREW STAIRS PLAN."

• Knowledge of common ship terms for numbering systems, direction and levels will be essential for you to know where you are on the ship.


Ship terms and definitions:• PORT - The "left hand side" of the ship as you

face the bow. Cabins and equipment on the port side will have even numbers (numbers that can be divided by 2).

• STARBOARD - The "right hand side" of the ship as you face the bow. Cabins and equipment on the starboard side will have odd numbers (1,3,5,7,9, etc.).

• FORWARD - Going towards the bow (front) of the ship. Numbers on cabins and equipment will get smaller as you go forward.


Ship terms and definitions:

• AFT - Going towards the stern (back end) of the ship. Numbers on cabins and equipment will get larger as you go aft.

• DECK - Similar to a "floor" in a building on shore. Decks are numbered from 0 (zero) and increasing to usually a number less than 20 (twenty). Decks can also have names and are often color coded.


Color Coded Decks


Restrictions on the use of elevators

• Posting to restrict passengers

• Equipment failure• Safety devices failure• No appropriate signage

Execute posting of stewards to direct passengers to use stairs not elevators in an emergency


Assistance to passengers en-route to muster or embarkation stations

Initial and intermediate stages of evacuation

Confusion & hindrance Action of Passengers Establish authority


• Physical presence

• Location

• Clothing

• Attitude

• Simple orders

• Low pitch voice

• Repeat important information

Clear and Reassuring Orders


Important in communication

The Passengers feels secured if somebody looks up to them

USE A STAGE OR A high Platform or table for you to be immediately seen by PASSENGERS


“ STRENGTH of CHARACTER and a WIDE

MEASURE of DIPLOMACY”

Necessary when communicating with passengers


Areas of Posting

Arousing Passengers in Cabins

Corridors / Passage ways guide

Stairway guide

Fire Screen Door Assist

Elevator lobbies

Intersections

Muster station personnel


When Passengers Helpers is needed:

Big Group w/ children

Panic stricken passengers

Handicapped & passive

Hurt and Injured passengers

Control of Passengers in stairways & passageways


Escape Route

An escape route is the entire passage way from your location up to the Muster

or Embarkation stations


Escape routes clear from obstructions

Escape route typical obstructions Laundry Trolleys Bus boy push carts Provision boxes Luggage’s Locked doors Repair tools/equipment Fire fighting equipment Hard wares


Escape routes clear from obstructions

Escape route typical obstructions Sun deck chairs Portable bars Ornamental plants Decors Sports equipment Blocked fire screen doors Blocked water tight doors Wheel chairs Garbage bins


Evacuation of Disabled & Persons Needing Special Assistance

Location of disabilities Attitude of disabled passenger considered Communication - calmly Accompanying Persons Life-support equipment

Crowd Management


The Neil Robertson Stretcher

The casualty fully strapped is being hoisted to a safe area


EMS Immobile – VAC Mattress


Search of accommodation spaces

Mark door of searched cabin

Safety of team

Use proper equipment

Well communicated action

Coordinated action

Efficiency & speed


Mustering Procedures

Be familiar with the major considerations to keep order and avoid panic

Know the importance of Passenger lists-roll call’s, passenger’s clothing and lifejackets donning’s

Do activities to distract – relieve tension of passengers

Prepare passengers for abandon ship – crocodile queue’s


Muster Station Personnel Tasks

1) Maintain calm. Seat all passengers if possible

2) Explain lifejacket issue is precautionary only

3) Issue lifejacket

4) Silence - Stand where you can be seen - Demonstrate wearing of lifejacket

5) Instruct Passengers to Don Lifejackets


6) Instruct Passengers to Don Lifejackets

7) Assist where necessary. Ensure all are worn correctly

8) Maintain calm - Reseat Passengers - Ask for silence

9) Commence crew count

10) Detail crew members to assist old and disabled passengers

11) Explain what is happening be factual need to know basis only



12) Control parties are dealing with the incident

13) Captain in full control of the situation

14) Boat preparation team in action for precautionary measures only

15) Update information as required

16) Explain evacuation procedures and indicate exits

17) Assure passengers that the ship is the best lifeboat



18) Explain the abandon ship procedures

19) Communicate passenger and crew headcount to central command

20) Continue to maintain calm and re-assure passengers



FIRE TEAMS & EVAC. GROUPS

COLLISION TEAMS & EVAC. GROUPS

ABANDONSHIP RESPONSE TEAMS &

EVACUATION GROUPS

MAN-OVERBOARD TEAMS

STEERING CASUALTY TEAMS

BOMB THREAT TEAMS & EVAC.

GROUPS

Operational CommandBridge

CLEARING OUT PARTY

CENTRAL EVACUATION

COMMAND

BOAT PREP TEAM

Zone leaders


Importance of keeping order

In-charge of the muster station are from time to time to give factual information to the passengers and make some activity for the passengers.

This way their minds will be focused on something else rather than the danger itself


Importance of keeping order

The primary function in keeping order is to organize queue’s, to ensure that the persons are seated correctly in the lifeboats. This way the passengers will less likely to panic. There will be an atmosphere of order and control

Passengers without lifejacket should be issued one from the spares locker


Ways in keeping order at the muster station

Apply the clear and re-assuring orders, this simply means that you give the passengers factual information from time to time.

You must keep the passengers busy, keep them occupied in both information and activity

The activity that you can do is by doing a simple roll call or do a lifejacket demonstration or the crocodile queue.


Ways in keeping order at the muster station

Try to assess the situation. Look for signs of unusual behavior amongst the passengers and try to address it.

Be prepared in organizing the crocodile queue of passengers routed to the lifeboat stations.

Assign a crewmember to demonstrate it to the passengers.


Keeping Order in the Muster Station

• Establish authority• Keep people occupied• Organize crocodile queue to lifeboats• Ensure correct boarding and seating in the

lifeboat


Ability to use procedures for reducing and avoiding panic

• Re-uniting families and disabilities with their accompanying persons. Children require special attention. It is essential to connect capable helpers with such children



• Stop the rumor mill of detrimental information amongst the passengers

• Inject fresh information about the good progress of the evacuation



• The trouble makers (the active persons) must not be allowed to act freely, they should be kept occupied with helping others

• Connect active persons with persons having panicked or which are in need of help in any other way



• Panic consumes resources. Ask help from composed adult persons

• Leadership is essential, in it’s absence rumors will spread and strong-willed but ill-informed passengers may attempt to influence events


Passenger List for Mustering

A passenger list for each muster station may facilitate an efficient and focused search of the passenger areas.


International Legislation , Codes and Agreements

• One compartment ship is not allowed• Can withstand wave heights of more than

1.5 meters• Can survive in more severe sea conditions• Shell doors must be hydro-tested on

annual ship survey• Passenger ship safety certificate renewed

every year.• International ship security certificate

renewed every year


International Legislation , Codes and Agreements

• RO-RO vessel can not operate with open doors unless it is power operated or can be closed from the bridge

• Lashing and securing 01.06.96 SOLAS made mandatory to carry a cargo securing manual to ensure cargo is secured for the intended voyage.


Opening, Closing and Securing Hull Openings

• Ship’s Procedures• Entries in the log book• Certified Operators• Positive Reports• Indicator lights and CCTV


Details of Appliances

• Deck Gangway shell doors• Pilot Doors • Stern door• Bow door and ramp• Hoistable car decks• Stores cranes• Main Engine Room Crane


Hull Opening Regulations

• No Ramp door / Shell door to be open without OOW informed and full approval given

• Only Certified operators is authorized to open the Ramp doors

• One deck crew to attend at all times when Ramp door is open

• Ramp door to be closed as soon as work is completed

• Activities to be logged in the official logbook


Legislation Affecting RO-RO Passenger Ships

• National & International Regulations• Ship Restrictions• Approved loading and discharging berths


The passengers safety training required by regulation V/3,paragraph 7 for masters, chief mates and persons assigned immediate responsibility for embarking and disembarking passengers shall at least ensure attainment of the ability appropriate to their duties and responsibilities to embark and disembark passengers with special attention to disabled persons and persons needing assistance

Passenger Safety Training


Passenger Safety TrainingRelation with other requirementISM code • ISM code awareness• Safety management system (SMS) training – ship

specific

STCW code • Shipboard familiarization• Safety familiarization• Periodic Safety drills and exercises

ISPS code training• Ship security awareness• Anti-piracy training


Passenger Safety Training- Ship Type Specific Competence -

• Technical arrangements for passenger embarkation and disembarkation

• Special considerations for the handicapped passengers

• The use of tenders on the embarkation and disembarkation of passengers

• Security arrangements on the embarkation of passengers

crowd management

Documents

hospitalitymanagement

hospitalitymanagement

life boatslyceum

life boatsopen life

life ring life bouylyceum

life raftspre

regulation v2

passenger shipthe regulation