NATA Safety 1st eToolkit – Issue 45 – September 15, 2008 Page 1

NATA Safety 1st eToolkitNATA Safety 1st eToolkit

The NATA Safety 1st Management System (SMS) for Ground Operations is a great way to manage safety on your ramp. Many of the tools discussed in this and other eToolkits will be provided to SMS and PLST Online participants to assist with safety.

Welcome to the 45th issue of the NATA Safety 1st eToolkit, our online safety newsletter, supporting our NATA Safety 1st Management System (SMS) for Ground Operations and Professional Line Service Training (PLST) Online.

Our safety newsletter highlights known and emerging trends, environmental and geographical matters, as well as advances in operational efficiency and safety. Flight and ground safety have been enhanced and many accidents prevented because of shared experiences. We encourage you to share with us and pass this newsletter along to others who may benefit.

From Tonka™ Toys to Tugs

By: Greg Miller, Project Manager Air BP Aviation http://www.airbpaviation.com From an early age children begin playing with toys in the backyard and I was no exception. I was fascinated by Tonka™ toys since they allowed me to build and destroy things without getting into trouble. It is now 2008 and the boys and girls have grown up and graduated from the Tonka™ toys and are now moving multi-million dollar aircraft at your FBO’s and flight departments but some haven’t embraced safety principles and the consequences of misbehaving. The stories about towing aircraft with the wrong size tug, no wing walkers, no PPE, should be a thing of the past, yet it happens every day with unwanted consequences. The E-newsletters are replete with procedures, articles, training tips, and incident reports that should have provided enough information and incentive for management to get this industry wide problem under

control. Will you be the catalyst for a much needed change? Safety must contain the following elements in this order:

1) Management Commitment. YOU have to translate beliefs into behaviors. In other words, Walk the Talk. Your employees must see you leading the march. Otherwise………stop reading.

2) Employee Involvement: They are a key component of your success. Involve them in implementing change.

3) Safety leadership: Hold everyone accountable for preventing accidents including managers and supervisors.

4) Systems: Commit to a robust SMS program for your company. Provide resources for change.

In recent years I have compared ramp operations and towing safety with a maternity ward at the local hospital. If you ask the staff how many baby’s they will drop on a given shift the answer is “zero”. How can they do that? They implement and follow the above safety elements rigorously! THEY DON’T DROP BABIES. PERIOD.

Volume I, Issue 45 September 15, 2008

In This Issue: From TonkaTM Toys to Tugs ......................................................1 Hurricane Season – Online Assistance .....................................2 FAA Holdover Tables 2008-2009 ..............................................3 Motivating Your Hourly Workforce .............................................4 Central Flying Service Assists with Gustav ...............................6 Universal Aviation Brings Safety 1st to Europe ..........................7 ServiceElements Customer Excellence.....................................8 TSA Recommendations to FBOs...............................................9 2008 NATF Scholarship Winners ..............................................9 How to Keep Top Employees ..................................................10 NATA’s New Environmental Compliance Seminar ..................11 Continuing Education...............................................................13

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NATA Safety 1st eToolkitNATA Safety 1st eToolkitAdopt the philosophy that All Accidents Are Preventable and All Risks Can Be Controlled! Don’t argue this with me because you will lose. If the ramp and hangars are your “stage” then you must choreograph the production for the desired, no accident, no injury, result. The show must be managed on a daily basis and I’m confident that you will be pleasantly surprised when you take this approach. The old saying, “you can make a small fortune in aviation only if you start with a large one”, doesn’t seem very funny as your insurance premiums and deductibles go up as a result of accidents. It is in your best interest to create an atmosphere of safety. It makes good business sense. Safety is success by purpose……………Not by Accident. HURRICANE SEASON – ONLINE RESOURCES National Hurricane Center – http://www.nhc.noaa.gov/ NATA Hurricane Resources -- http://www.nata.aero/about/2008HurricaneResourcePage.jsp NOAA Watch – All Hazard Monitor: http://www.noaawatch.gov/ NOAA Interactive Weather Information Network National Warnings – http://www.weather.gov/view/nationalwarnings.php Hurricane Research Division – http://www.aoml.noaa.gov/hrd/tcfaq/tcfaqHED.html Hurricane Glossary – http://www.nhc.noaa.gov/aboutgloss.shtml Federal Emergency Management Agency (FEMA) Storm Watch – http://www.fema.gov/plan/prevent/nhp/stormwatch.shtm Hurricane Scale – http://www.nhc.noaa.gov/aboutsshs.shtml Safety Information American Red Cross – http://www.redcross.org/services/disaster/0,1082,0_587_,00.html Federal Emergency Management Agency (FEMA) – http://www.fema.gov/hazard/hurricane/ AIRCRAFT GROUND SERVICE GUIDE - NEW FLASH EDITION NATA has just improved your ability to view Safety 1st’s Aircraft Ground Service Guide (AGSG). We have turned it into a FlashBook complete with an index and easy print and save options. This Elite Flash Edition AGSG, for Microsoft and Macintosh Operating Systems, comes free with every purchase of the AGSG Manager's Edition. The flash version can also be downloaded now for $50 by clicking http://www.nata.aero/publications/catalog.jsp. The Aircraft Ground Service Guide (AGSG), a 5" x 7", spiral-bound publication, includes more than 480 pages of information on nearly every general aviation aircraft, commercial airplane and helicopter on the ramp. It has detailed graphics in a handy, pocketsize reference guide depicting over 200 aircraft/helicopters. This guide is designed to aid aviation personnel in aircraft identification, towing requirements and the location of ground servicing points. Also included are weights (empty, take-off and landing), voltage requirements, tire pressure, international aircraft registration numbers, fuel capacity, jet fuel pounds-to-gallon conversion chart, ground hand signals, door heights, time conversion table, take-off and landing lengths and aircraft performance. Aircraft range from single-engine pistons to business/corporate and commercial aircraft. The AGSG also now includes photos to help you easily identify the aircraft that frequent your ramp. The data has been put into easy-to-read chart format that provides information at a glance. We are confident that the updated AGSG, with its new pictures, tables and charts will prove to be an invaluable resource for any line service technician. Click http://www.nata.aero/publications/catalog.jsp to order.

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NATA Safety 1st eToolkitNATA Safety 1st eToolkit FAA PUBLISHES HOLDOVER TIME TABLES FOR WINTER 2008–2009 The FAA has released its annual update for aircraft operators required to have an FAA-approved deicing program. This deicing program update applies primarily to Part 121, 125 and 135 operators, and provides FAA inspectors and aircraft operator’s information on holdover times, a listing of qualified deicing/anti-icing fluids and recommendations on various other ground deicing/anti-icing issues. Download by clicking here.

ALERT: Check Your Cones! An astute NATA member shared this picture with us as a warning concerning the rubber “foot pads” on the bottom of certain types of cones. The rubber pads, as seen in this photo, are falling off and creating a FOD situation on the ramp! Make sure to include periodic inspections of your cones to ensure they are not shedding their rubber pads. DRIVEN TO DISTRACTION Distracted driving is fast becoming the major contributor to traffic accidents. And the leading cause of distracted driving is the use of cell phones. Look around and you will see a lot of drivers with a cell phone stuck to their ear! Cognitive psychologists and human-factor engineers have used sophisticated hardware, including high-fidelity simulators and eye-tracking devices to illustrate exactly what happens when one uses a cell phone behind the wheel. Here are some of the figures and findings:

Using a cell phone while driving increases the risk of accidents by 400%. People who use a mobile phone are slower to brake. Cell phone users don’t see traffic signals, billboards and other signs. Tracking and ability to cope with visual stimuli (billboards, road signs, pedestrians, etc.) are reduced by as much

as 30 percent.

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NATA Safety 1st eToolkitNATA Safety 1st eToolkit It makes no difference whether hands-on or hands-off phones are used. Both reduce the response to visual

stimuli. Even conversations with passengers are distracting. The more demanding the conversation, the greater the odds

of being involved in a crash. Using a cell phone while driving is actually worse than DUI!

Hang up and concentrate on the job at hand. MOTIVATING YOUR HOURLY WORKFORCE -- ONE OF MANY NEW 2009 LSST TOPICS By: Adam Coulby Manager, Education & Training Email: acoulby@nata.aero Motivating hourly employees can be a challenge to say the least. Factor in a fast-paced, sometimes dangerous, all-weather working environment and it becomes next to impossible. Many Line Service Specialists often express feelings of being unappreciated and are not empowered to do any more than the minimum. This is exasperated by their false sense of being at the bottom of the organizational pyramid despite the fact that they are the backbone of every Fixed Base Operation. It is paramount that today’s FBO managers and supervisors know the daily challenges their key employees face in order to view the company from their perspective. By taking the time to observe what they do, how they do it and how they feel, successful supervisors are able to better understand what motivates their staff to do the job they are being paid to do. Many times FBO managers are surprised to learn that getting more out of their staff is not necessarily a money issue. No ownership over the outcome of their job is the number one reason Line Service Specialists (LSS) state as the cause for lack of motivation. Offering immediate performance based incentives and showing LSSs how what they do directly impacts the company’s bottom line are just a couple possible solutions to this problem that will be discussed during the new 2009 LSST. Providing your staff with outcome ownership and listening to what they have to say, will increase more than just performance. Clarifying expectations, managing outcomes and giving workers a voice to improve processes can also significantly improve overall safety on your ramp. Finally, it is important to remember that credit should be given where credit is due and that all measurable increases in performance, safety or profitability be directly linked to performance based incentives. Pay raises, promotions and many other possible incentives will be covered in detail during this seminar. With an eight city rollout, the new 2009 Line Service Supervisors Training Seminars is sure to be coming to a location near you. Keep an eye out for next year’s schedule. BUILDING LONG-TERM PROFITABLE CUSTOMER RELATIONSHIPS How to Build a More Successful FBO - Topic #9 The process of building long-term profitable customer relationships necessitates an investment of time and hands-on management. It requires a commitment to not only understanding your customers' needs, wants and desires, it also requires leadership by example and empowering employees from the bottom up.

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NATA Safety 1st eToolkitNATA Safety 1st eToolkitAt the seminar, we'll break down the various elements that will help make your customer your best friend and discuss why you don't have to be a big FBO chain to get your share of business. Part I: Making the Customer Your Best Friend Building long-term profitable customer relationships is the lifeblood of an FBO. We'll show you ways to add value without lowering fuel prices.

Take care of your current customers first. Replacing an existing customer takes time and money. Managing Your Brand: What systems do you have in place to make sure your brand image is strong and

represents a good value? What's Your Social Quotient ™? Learn the one question to ask customers that will tell you if they are going to be

a long-term profitable customer or just a flash-in-the-pan. Part II: Marketing and Communications for Any Size FBO There are many ways to "shake hands with the customer." You don't have to be a big FBO chain to get your share of business.

What's your Buzz Quotient ™? Are you "on the radar" - does your next new customer even know you exist? There are many cost effective ways to communicate or "shake hands" with your customer. We'll discuss various

channels of communications that won't break your budget. Developing a communications checklist. We'll discuss what's most important and what's least important in building

your FBO image and awareness. A Bargain! This new seminar will be held aboard the Carnival Cruise ship Sensation on October 23-26, 2008, as the ship sails from Port Canaveral near Orlando to Nassau in the Bahamas and returns to Florida. The cruise includes three nights aboard the ship, all meals and roundtrip transportation between the Orlando International Airport and Port Canaveral. Check out all the details online by clicking here! SLOW DOWN AND SAVE! Gas prices are challenging everyone. Options are limited with the exception of leaving your car in the garage, joining a car pool or taking public transportation. What else can you do to cope? The Governors Highway Safety Association reminds drivers of another way to save gas – obey speed limits. The Department of Energy has already stressed that speeding, rapid acceleration and braking - all trademarks of aggressive driving - cut gas mileage by 30 percent on the highways and 5 percent on local roads. In addition, drivers lose 20 cents per gallon of gas for every 5 mph they go over 60. But keeping to the speed limit doesn't only save gas. It also saves lives. Even a slight decline in car speeds and traffic volume can impact accident rates.

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NATA Safety 1st eToolkitNATA Safety 1st eToolkitHURRICANE GUSTAV – CENTRAL FLYING SERVICE MAKES GA PROUD The Central Arkansas Veterans Healthcare System Emergency Medical Response Team (CAVHS EMRT) was activated August 30, 2008 through the National Disaster Medical System to triage civilian medical patients from Louisiana hospitals who were considered in the path of hurricane Gustav.

Picture of EMRT briefing in Central Flying Service’s hangar

EMRT worked with MEMS and the all the local community hospitals in the Central Arkansas area to provide care to 224 patients.

Thirteen military C-130 and C-17 brought patients to Central Flying Service over a 24 hour period.

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NATA Safety 1st eToolkitNATA Safety 1st eToolkit

Universal is proud to be the first in Europe! Universal Aviation Stansted recently certified their line personnel using NATA’s Safety 1st Professional Line Service Training (PLST) Program. Pictured left to right: Steve Jacob, Simon Wade, Nick Rust, Keith Bussey, Sean Raftery, Jonathon Millson Universal Aviation Stansted handles business aviation aircraft of all sizes from small to large and heavy commercial aircraft in corporate configuration. The office also coordinates services throughout the U.K. on behalf of parent company Universal Weather and Aviation, Inc. in Houston, Texas. INCIDENT ROUNDUP Three Canadair CRJ planes were parked at the maintenance facility. CRJ700 was supposed to be getting a compressor wash. When the right hand engine was done, the left engine was started. It reportedly spooled up to nearly full power. It jumped the chocks and ran into two CRJ200ER aircraft. All three aircraft sustained serious damage. None of the mechanics working in the hangar were injured. A McDonnell Douglas DC9 aircraft, on pushback from the gate, left wing struck the jetway maintenance stand, no injuries reported and damage unknown.

A McDonnell Douglas MD90 aircraft, while parked at the gate, truck struck the tail cone, no injuries reported and damage unknown. An Embraer 145 aircraft, while under tow, clipped the wingtip of a parked aircraft – another Embraer 145, no injuries reported and damage was minor. A Lancair IV’s propeller struck the tow bar during repositioning.

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NATA Safety 1st eToolkitNATA Safety 1st eToolkitTHE CONNECTION BETWEEN EXTERNAL AND INTERNAL CUSTOMER SERVICE Reprinted with permission from July, 2008 ServiceElements Update

In today’s business world, there is a definite movement toward measuring customer service. This is a critical step to gaining competitive advantage, but there is only one problem. Most companies only measure customer service as it pertains to the external customer—or those who buy or use the services and products of the selling company. While this focus on measuring external customer service is absolutely necessary, it often comes at the expense of measuring internal customer service or at least gauging it. This is a strategic mistake because there is a strong relationship between internal and external customer service. Your team should obviously have the required technical knowledge and skill to produce and deliver products and services. But once external customers even begin to think about buying your products and services, they are going to have questions. The probability is also high that they will need service assistance after they buy from you. Technical knowledge and skill will never be enough to assure that those external customer interactions are positive and produce loyal customers who keep coming back. Furthermore, the interdependencies within any organization today means that people on the team rely on each other for information. Each person on the team

must know how to work with other members on the team, in essence to treat others as internal customers, if this information flow to the external customer is going to be efficient and effective. In sum, everyone on the inside of the team (internal customers) must work well together if they are to be effective with those on the outside (external customers). When internal customer service is weak, the team is too busy solving its own problems to properly and quickly address the external customer’s problems. In cases of weak internal customer service, it often occurs that team members end up giving the external customer two different answers to the same question, because of a mix-up in communications. For all of these reasons, and many more, weak internal customer service ultimately leads to weak external customer service. Happily, the opposite is true as well: strong internal customer service ultimately leads to strong external customer service. Go ahead and keep measuring external customer service, but make sure you are at least gauging internal customer service and training your people to provide both!

Click here for ServiceElements information.

TRANSPORTATION SECURITY ADMINISTRATION RECOMMENDED SECURITY ACTION ITEMS FOR FIXED BASE OPERATORS This document contains recommended Security Action Items (SAIs) for Fixed Base Operators (FBO). The safe and secure operation of general aviation activities calls for the utmost vigilance by not only general aviation aircraft operators but also the FBOs providing aircraft support services. Because a significant number of airports are in close proximity to populated areas, security at these FBOs is of utmost importance. Most of the measures recommended in these SAIs were included in Transportation Security Administration (TSA) Information Publication A001, Security Guidelines for General Aviation Airports, dated May 2004, which is available on the TSA website at:http://www.tsa.gov/what_we_do/ga/editorial_1113.shtm. The SAIs listed in this document complement the guidance in the 2004 publication, but the recommended actions have been reorganized to make them more applicable to FBOs. The TSA has confirmed the value of these recommended measures during discussions, outreach sessions and security reviews with partners representing FBOs. TSA is issuing these voluntary action items as measures that FBOs should consider when they develop, implement or revise security plans or in other efforts to enhance security. These action items are intended to provide guidance to FBOs

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NATA Safety 1st eToolkitNATA Safety 1st eToolkitas they implement security measures best suited to their particular circumstances. Where any SAI appears to conflict with an existing law, regulation, rule, or TSA security program now in place, the provisions of the law, regulation, rule, or security program must be followed. TSA recognizes that no one solution fits all locations and circumstances, and the suggested security measures may not be suitable for all FBOs, especially for smaller sized entities. These security action items allow for flexibility of implementation based upon the existing security posture of a particular facility. Where applicable, the goal of the participating FBO operator should be the adoption of these action items to the fullest extent practicable. FBOs are encouraged to use the Airport Characteristics Measurement Tool found in Appendix A of TSA’s Security Guidelines for General Aviation Airports, Information Publication A001, May 2004, to assess characteristics that apply to their facility. The security action items are presented in six categories: 1) General Security Measures; 2) FBO Security Coordinator; 3) FBO Security Coordinator Training Outline; 4) Aircraft Security; 5) Transient Pilots; and 6) Reporting Suspicious Activity. Download the document with in-depth details at http://www.nata.aero/filedownload?databaseName=NATA&tableName=DOCUMENTS&columnName=DOCUMENT_FILE&referenceTableName=DOCUMENT_FILE_META&keyName=DOCUMENT_ID&rowId=4124. NATIONAL AIR TRANSPORTATION FOUNDATION (NATF) AWARDS 2008 SCHOLARSHIPS TO THREE DESERVING STUDENTS This year’s Dan L. Meisinger, Sr. Memorial Learn to Fly Scholarship was awarded to Demetria N. Elosiebo in the amount of $2,500. Demetria N. Elosiebo recently graduated from Middle Tennessee State University with a degree in Aerospace Science. She currently holds a commercial pilot license with both an instrument and multi-engine rating. Demetria spends much of her free time visiting schools in the Memphis area where she educates students about the exciting opportunities that a career in aviation has to offer. She plans to work as a flight instructor for the next five years, training and transporting her fellow missionaries. Congratulations to Demetria! This year's NATA Business Scholarship was awarded to John A. White in the amount of $2,500. John A. White is currently employed by Signature Flight Support of Palm Springs. He knew early on that he wanted to dedicate his life to aviation. He started working for Signature last year in order to be around the aircraft he loves. He has since taken in volumes of aircraft knowledge that will certainly help to propel him into a successful aviation career. He currently holds a Private Pilot Certificate and aspires to become a certified flight instructor. He also plans to pursue a degree in aerospace engineering while working as a Certified Flight Instructor. Best of luck, John! This year's Pioneers of Flight Scholarship was awarded to Fidan Thornburg in the amount of $1,000. Fidan Thornburg has dreamed of flying since age 14. In fact, her sole reason for coming to this country from Russia was so she could learn to fly. She obtained her private pilot license five years ago and now has over 200 hours of flying time. She is currently a year and a half away from getting her bachelor’s degree in Professional Aeronautics with an Aviation Safety minor from the Tacoma, WA campus of Embry-Riddle Aeronautical University. Fidan currently works for Clay Lacy Aviation and dreams of someday making flying her profession. Way to go, Fidan!

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NATA Safety 1st eToolkitNATA Safety 1st eToolkit NATF extends a special thank you to Gregory L. Schwab, Ed. D., chair and associate professor, Department of Aviation Technology, Indiana State University; Rosemary Emhoff, flight instructor; and Jim Hackman, former regional manager of Cessna Pilot Centers, for judging this year's scholarships. More information on NATF's scholarship programs is available at www.nata.aero/about/scholarships.jsp. HOW TO FIND AND KEEP TOP LINE SERVICE SPECIALISTS AND FBO CUSTOMER SERVICE REPRESENTATIVES One of the most difficult tasks an FBO manager faces today is finding the right person for the job. High employee turnover not only affects safety, but also costs employers an average of $17,000 per hiring mistake. Competitive pressures make hiring right the first time a necessity. NATA, in partnership with Employee Selection and Development, Inc., is offering the first pre-employment screening exam specifically for line service technicians and FBO customer service specialists. With predecessor exams already in use at more than 900 companies worldwide, NATA has adapted the most cost effective and revealing pre-employment testing and post employment testing available for FBO use. NATA's Line Service Specialist Pre-Employment Screening Exam was designed to help FBO supervisors screen applicants for job fit, work ethic, integrity, aptitude and core competencies. By using the exam, FBOs can find and keep the best line service specialists, reduce employee turnover, increase safety and have a highly motivated and compatible workforce. NATA's Line Service Specialist Pre-Employment Screening Exam measures…

Productive Attitude – Positive outlook on self, others and the company Energy Level Frustration Tolerance Acceptance of Diversity Self-Control Acceptance of Structure Integrity Counterproductive Behaviors

NATA's Line Service Specialist Employee Prescreening Exam is…

Simple to administer and score Brief (15-minute process) Inexpensive PC-based; reports produced online Results are ready within 3 minutes and include key interview questions

FAQ 1. Is the test valid? Yes. The assessments meet or exceed all EEOC, ADA, and APA guidelines and rules. They have never been challenged. 2. Are these tests legal? Yes. They are validated for pre-employment selection use. 3. How does a positive result correlate to a prospective employee's success? The assessments are validated to be predictive of success for the specific position. Countless validation studies have been conducted and are available for review on the testing Website.

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NATA Safety 1st eToolkitNATA Safety 1st eToolkit4. How does the testing process work? These professionally developed tests must be administered at the same time in the screening process to all prospective employees. Applicants will take one of two 15-minute online screening exams that have been pre-approved and certified for line service technicians and customer service representatives. Simple easy-to-read results and recommended interview questions will be transmitted to the test administrator's account within three minutes. The results will automatically be stored and may also be printed at this time. 5. How long does it take a candidate to complete? The entire process only takes 15-20 minutes from start to finish. Screening is also available for FBO Customer Service Representatives. NATA ANNOUNCES NEW ENVIRONMENTAL COMPLIANCE SEMINAR NATA recently announced the creation of a new seminar for members to learn about the latest environmental compliance issues confronting the industry. The new NATA Environmental Compliance Seminar for Aviation Facilities focuses solely on environmental compliance issues confronting FBOs and general aviation airports. The event will be held on Thursday, September 18, 2008, from noon to 5:00 p.m. at the Conrad Indianapolis Hotel in Indianapolis, IN. Issues to be addressed during the half-day seminar include:

Spill Prevention Control and Countermeasures (SPCC) regulations and the new parts that will take effect on July 1, 2009

Storm Water Permitting and Storm Water Pollution Prevention Plans Waste Issues (hazardous waste, universal waste, waste oil and waste fuel)

Benefits to participants of the seminar include:

Increase awareness of all applicable regulations Ensure compliance with new environmental mandates Avoid costly errors and negative press Discuss best management practices Review procedures, equipment and requirements Receive a training certificate

The seminar presenter is George S. Gamble of 2G Environmental, LLC. Gamble, a professional engineer since 1992, has a wealth of corporate experience in the chemical industry as well as the environmental consulting industry. In January 2004, Gamble formed 2G Environmental, LLC with a focus on the EPA Regulations for Spill Prevention Control and Countermeasures. Gamble has prepared SPCC plans or related projects for over 100 aviation facilities ranging from FBOs to corporate aviation facilities. Other aviation activities include environmental training, environmental due diligence, storm water permitting, storm water pollution prevention plans, OSHA compliance and recordkeeping, and other environmental consulting. In addition to his extensive aviation experience, Gamble has also prepared SPCC plans for several trucking/transportation facilities, warehouse facilities, retail facilities, and industrial facilities across the Southeast. "The NATA Environmental Compliance Seminar for Aviation Facilities is a great opportunity for our members to learn the latest environmental compliance issues affecting their business," stated NATA President James K. Coyne. "When we ask our members about concerns they have with their daily operations, environmental compliance is always an issue that they want to learn more about to ensure that their organization is doing all it can to protect the environment."

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NATA Safety 1st eToolkitNATA Safety 1st eToolkit Interested parties may learn more about the NATA Environmental Compliance Seminar for Aviation Facilities, including how to register, http://www.nata.aero/events/event_detail.jsp?EVENT_ID=1841. NATA SAFETY 1ST MANAGEMENT SYSTEM (SMS) WORKSHOP IN SAN DIEGO, CA OCTOBER 22, 2008 NATA's Safety 1st Management System (SMS) brings you helpful assistance with your SMS manual. Our one-day workshop assists attendees in the development and implementation of their company's safety management system. We will conduct in-depth discussions on SMS concepts and provide helpful templates to assist with manual development. The workshops supplement the ongoing monthly Webcasts and provide interactive question and answer sessions. Who Should Attend Safety Coordinator Flight Safety Officer Safety Manager Maintenance Safety Coordinator Topics for Discussion What is SMS? Core Components of SMS How to Develop Your SMS Implementation Plan Templates to Get Started Job Hazard Analysis / Risk Assessment Company Safety Culture Role of Safety Manager Q & A Pre-registration is required and registrants must be NATA Safety 1st Management System (SMS) Ground Operations/Air Operator participants to receive the member rate. The workshops are applicable to our SMS member companies and the materials follow along with the program guide. Non-SMS program participants are welcome to attend at the non-member rate of $250. Part of the registration fee for one participant, $100, may be credited towards the purchase of the NATA Safety 1st Management System for Ground Operations and/or Air Operators. Registration includes breakfast, lunch and all presentation materials. Click here for further details or to register.

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NATA Safety 1st eToolkitNATA Safety 1st eToolkitCONTINUING EDUCATION General Education Offerings Accident Prevention via Human Factors Training Oct 21, 2008 in San Diego, CA Additional Details & Registration Online: http://www.nata.aero/events/event_detail.jsp?EVENT_ID=1582 Aircraft Deicing Train-the-Trainer Seminar Oct 15, 2008 in Denver, CO Additional Details & Registration Online: http://www.nata.aero/events/event_detail.jsp?EVENT_ID=1921 How to Build a More Successful FBO Oct 24-25, 2008 onboard the Carnival Sensation Cruise Additional Details & Registration Online: http://www.nata.aero/events/event_detail.jsp?EVENT_ID=1682 Line Service Supervisor Training Seminar September 17-18, 2008 in Windsor Locks, CT Additional Details & Registration Online: http://www.nata.aero/events/event_detail.jsp?EVENT_ID=1545 NATA Environmental Compliance Seminar for Aviation Facilities – Increase Your Awareness and Ensure Compliance September 18, 2008 in Indianapolis, IN Additional Details & Registration Online: http://www.nata.aero/events/event_detail.jsp?EVENT_ID=1841 Line Service Supervisor Training Seminar November 5-6, 2008 in Denver, CO Additional Details & Registration Online: http://www.nata.aero/events/event_detail.jsp?EVENT_ID=1546

NATA Safety 1st Management System (SMS) Workshop Oct 22, 2008 in San Diego, CA Additional Details & Registration Online: http://www.nata.aero/events/event_detail.jsp?EVENT_ID=1881 NATA Safety 1st Trainer Nov 4, 2008 in Denver, CO Additional Details & Registration Online: http://www.nata.aero/events/event_detail.jsp?EVENT_ID=1821 2008 Schedules: Aviation Safety and Security Offerings Embry-Riddle Aeronautical University's Center for Aerospace Safety/Security Education (CASE) Details online: http://www.avsaf.org/programs_events.html Southern California Safety Institute Website: http://www.scsi-inc.com/

The GW Aviation Institute Aviation Safety and Security Certificate Program http://www2.gwu.edu/~aviation/safetyandsecurity/ss_courses.html

Transportation Safety Institute Details online: http://www.tsi.dot.gov/Catalog/Default.aspx?value=DTI-20 University of Southern California Aviation Safety and Security Program Details online: http://vitserbi.usc.edu/aviation/

The National Air Transportation Association (NATA), The Voice of Aviation Business, is committed to raising the standard on ground safety. NATA began with the Safety 1st Professional Line Service Training (PLST) Program in 2000 and expanded with the adoption and implementation of the NATA Safety 1st Management System (SMS) for Ground Operations in 2004. The eToolkit provides continuing education in support of the PLST and SMS programs.

Subscribe to NATA Safety 1st eToolkit. If you are not currently a subscriber to NATA Safety 1st eToolkit and would like to receive it on a regular basis, please email akoranda@nata.aero. The NATA Safety 1st eToolkit is distributed free of charge to NATA member companies and NATA Safety 1st participants.

www.nata.aero/plst

Invest in your most valuable asset — your people.

NATA’s Safety 1st Professional Line Service Training (PLST) program sets thestandard for line service training. AMR Combs created the first trainingprogram for line service specialists in the mid-1980s. In the late-1990s, theAviation Training Institute (ATI) produced a new video edition of PLST. NATApurchased ATI’s PLST in 2000, improved it again, and subsequently introducedit under the NATA Safety 1st brand of line service training tools. That versionof the training is used today by more than 900 FBOs and thousands of lineservice specialists across the United States and internationally.

The new PLST Online revolutionizes lineservice training once again.Expanded, modernized and updated across the board,PLST Online is the result of the efforts of a team ofexperts leveraging decades of real-world experiencehandling thousands of aircraft. Combined with thecreative and technical innovation of NATA andOnline aviation training leader Avstar Media, PLSTOnline raises the bar on line service training to anew level once again.

The new PLST…• Provides state-of-the-art initial and

recurrent training for line servicespecialists

• Meets 14 CFR Part 139Section 321 fire trainingrequirements

• Covers 32 major topics• Contains 4,000 images• Consists of nearly

1,000 screens• Features more than

300 videos• Delivers 7 hours of

updated training• Is continuously updated

and expanded• Will include aircraft

specific information (future)

www.nata.aero/plst

PLST features…• Available anytime, anywhere• Up-to-date with the latest best practices and

industry standards• Interactive lessons, consistently presented• Electronic reporting of student progress• Additional checklists and reference materials included• Technical expertise provided by R. Bisgard Aviation

Consulting and other active industry line experts

PLST allows you to…• Train students individually anytime, anywhere• Put safety first• Instruct to one standard• Improve line service efficiency and productivity• Reduce training time• Ensure excellent customer service• Track student progress automatically; eliminate

tedious training paperwork• Rely on proven training• Increase learning retention• Boost student confidence• Stay current with the latest line service techniques

www.nata.aero/plst

Less Paperwork…More Productivity

Electronic testing, quizzingand reporting of studentprogress is now available.

Interactive Training Elements

Interactive lessonsincrease learning retention.

Best Practices and Industry Standards

Instruct to one standardwhile staying currentwith the latest line service techniques.

Put Safety First

Ensure line safety andexcellent customer service.

www.nata.aero/plstModule: 1 - Introduction andGround ServicingIntroduction to PLSTGeneral Aviation IndustryCommon Duties of a Line Service SpecialistAviation Operations TerminologyAircraft TerminologyGeneral ServicingExamination – IntroductionPractical Exams – Other Ground Service Equipment

Procedures

Module: 2 - SafetyIntroduction to SafetyPersonal Safety and Servicing DangersAircraft Care and HandlingAircraft Marshaling and Hand SignalsAircraft Servicing SafetyRefueling SafetyMobile RefuelersEmergency ProceduresAirport Vehicle OperationsSeasonal OperationsExamination – SafetyPractical Exams – Aviation Fuel and Oil ProceduresPractical Exams – Marshaling and Hand Signals

Procedures

Module: 3 - General Fuel ServicingIntroduction to General Fuel ServicingFuel Products and Aircraft TypesProcedures and EquipmentExamination – General Fuel ServicingPractical Exams – Fueling Procedures

Module: 4 - General TowingProceduresIntroduction to General Towing ProceduresExamination – TowingPractical Exams – Towing Equipment and Procedures

Module: 5 - Fuel Farm ManagementIntroduction to Fuel Farm ManagementRoutine Fuel Farm ManagementAdvanced Management of Fuel FarmsManagement of RefuelersExamination – Fuel Farm ManagementPractical Exams – Fuel Farm Management

ProceduresPractical Exams – Mobile Fueling Equipment

Procedures

Module: 6 - Customer ServiceIntroduction to Customer ServiceUnderstanding Your ClienteleEffective CommunicationConflict ResolutionExamination – Customer Service

Module: 7 - Fire SafetyIntroduction to Fire SafetyRecognizing Fires and Extinguishing AgentsFighting FiresMinimizing Fire RiskExamination – Fire SafetyPractical Exams – Fire Safety ProceduresPractical Exams – Fuel Leaks and Spills Procedures

Module: 8 - Aviation SecurityIntroduction to Aviation SecuritySecurity ActivitiesExamination – SecurityPractical Exams – Aviation Security Procedures