bb &, we Tava CHAPTER 11—GROUND OPERATIONS TRAINING PROGRAM >> AHM 1100 CHAPTER 11—RECORD OF REVISIONS ‘Shown belowis a table containing the original and latest issue dates forall the AHM 1x series documents. {ARM Number Title Original Issue | Latest Review 1100 __| Chapter 11-Record of Revisions Jan 17 Jan 20 1" Ground Operations Training Program Jan 17 Jan 20 1281&, , we TATA _ Airport Handling Manual >>> AHM 1110 GROUND OPERATIONS TRAINING PROGRAM ann 1110 Ground Operations Training Implementation Took B. atin 1110 Ground Operations Training Program - Printable version 4. INTRODUCTION ‘Any employer has a legal responsibilty to ensure their empoyees are both safe in their workplace and that they are competent to Perform the duties they are employed to do. AS the work of both operators and ground service providers (GSPs) Is specelized, complex and safely crtical, itis essential that a comprehensive and appropriate level of training is delvered, documented and ‘maintained. Any training delivered shall reflect the needs of the operators, GSPs, industry, regulatory authorities and employees regarding the tasks they perform and the sector wide best practice in the domain of ground handling, 2. SCOPE This Chapter provides direction and guidance for operators and GSPs on how to develop training programs and sclutions necessary for personnel to perfor ground operational functions safely, efficienly and competently This Chapter also includes training modules for the operational functions as defined in the IATA Ground Operations Manual (IGOM), however some specific training requirements already published in AHM and ULDR were also taken inio account. It is impertant to note that the training modules contained within this Chapter do not represent a comple training pregram forall the {ground operatons functions which may exist. ‘The training modules have been developed for the industry by ground operations industry experts based on procedures and best ppracices described in the IATA Ground Operations Manual (IGOM), the Airpot Handing Manual (AHN), as. well the IOSA/ISAGO Standards and Recommended Practices, amongst other industry materials ‘Any additional training modules within the scope of ground operations that are not covered in this Chapter shall be added according to the company’s scope of operation, national and airport regulatory requirements and customer aifine specifics. 2, OBJECTIVES Personnel who perform any operational function are required to develop and maintain requited competences on the basis of continuing education and trairing. Trahing shal be output focused with the objective being to enable and facilitate the development of competence. Achievement of this competence is to be formally assessed against a set of defined and endorsed standards in erder to ensure that personnel can perform their duties in a competent, confident and safe manner. 4, DEFINITIONS AND TERMINOLOGY 4.1 Initial Training Foral training provided to operational personnel prior to them being assigned to new duties, functions. positions andlor alccraft equipment. Intal training shall be designed to delver operational competence. It should be dhided inte theoretical and practical elements and include assessments of theoretical knowledge and practical competence appropriate to the role and operational requirements. 4.2. Recurrent Training Formal training to ensure that operational personnel remain fully competent, against the latest reguiatory andior operational requirements, to perform their assigned roles and functions, It should be divided into theoretical and practical elements and include assessments of theoretical knowledge andlor practical ‘competence appropriate to the role and operational requirements, To be conduceed at a frequency in accordance with requirements of, as applicable, the State, regulatory authority, an operator or GSP and shal include assessments of theoretical knowledge andior practical competence appropriate to the role and operational requirements, 4.3. Re-qualification Training Training for cperationsl personne! who have previously chieved competence, but who no longer demonstrate the required ‘competence, or who have been absent rom their operational role for a prolonged period of time. This vaining shall address tne identified gap in competence and include assessments of theoretical knowledge and practical competence appropriate to the role ‘and operational requirements, 4.4 Update Training “Training provided to ensure personnel remain competent 2s a resut of changes relevant to the achievement oftheir operational duties. Any such update training should be developed and intoduced as a result of an effective analysis and change management process. Update training could be introduced az a rosult of changes to equipment, infrastructure, system, procedures or combination of the above. 1282 {07H EOION, JANUARY 2020, TATA Ground Operations Training Program—AHM 1110 45° Trainer ‘A competent person who enables leaming and achievement of competence through the development of both theoretical knowledge and practical skills, 4.6 On Job Trainer ‘A competent person who enables the development of theoretical knowledge and practical competence. This role is usually perfermed by operational employees who are trained and competent to perform this task. 4.7 Assessor ‘A competent person wio can formally assess the achievement of theoretical knowledge and practical competence. An assessor should be able to provide feedback to the trainee on established gaps for toth theoretical and practical competence. This role can be performed by Trainers, On Job Trainers or other operational personne! who are competent to periorm this task 4.8 Assessment ‘The process by which an Assessor determines how well a trainee's performance full the required course competences. The process may include 2 demonstration of knowledge, proficiency and/or competence as required and appropriate. Assessment ‘can be conducted using a range of methods, e.g. writen, digital andlor praciical, however shall be conducted against a defined Set of criteria, All assessments shall be documented and revorded accordingly. 4.9 Competence “The ability to perform a task safely, successfully and efficiently to a required standard, 5. TRAINING MANAGEMENT SYSTEM [An operator or GSP shall have an established management system in place to cover al aspects of training 5.1. Training Governance ‘An operator o: GSP shall have a governance framework in place wich defines the standards, policies and procedures relating to trainin. Those abel cover to Kak {@) Design, cevelopment and delivery of raining content. (©) Training planning process. (6) Mesures of effeciveness lor delivered training (d) Process fa trainee does not achieve the required standard of competence or needs to undergo requalicaion training (@) Development and maintenance of Trainer competence (9) Menagement processes for vacking quelificaton, taining documentation and recor. {)_ Process ‘or develepment of any Update training 5.2 Training Plan Each company shal develop a taining plan to be reviewed on a regular bass, which shal take ino consideration (@) The requatory, industry and mandatory requirements for taining (0) The number of personnel that need o be trained per jab role assigned. (c) When those personne! need tobe tained (d) That sufficient resources (e.g. staff, facilities, equipment) are allocated to perform the required training in a timely manner. The Training Plan should be made in conjuncton with the operational glan to ensure effective delivery and allocaion of resources, nduding personnel 5.3 Training Program ‘A walning program shall define how operational personnel can develop, demonstrate and maintain the necessary skils ang competences to perform their duties to the required standard for each job taskifunction within the scope of the company’s activities. The training program shall, as a minimum, address: (a) Initial training requirements (b) Recurrent training requirements (c) Other specialized training requirements, including those required by equipment manufacturers, system developers/suppliers, ‘operators, GSPs or the regulatory authorities, as applicable (@) Target audience for training (e) Duration of training (9). Training objectives and leaming outcomes {0TH EDTION JANUARY 2029 1283&, , we TATA _ Airport Handling Manual (g) Training Methods: 41, Assessment strategy and criteria including for on job training 2, Resources required to deliver-including personnel and physical resources (h) The training program should be reviewed at least once a year, or as necessary, to ensure that: 41. Itcontinues to meet current and expected internal and regulatory needs 2. Alltraining material is up-to-date and mests employer, operator, GSP and regulatory requirements as applicable 5.4 Training Material In developing training material, an organisation shall take into account variables such as languages, local regulations, equipment Used etc in ordar to meet the required traning abjectives ard leaming outcomes, To reduce larguage barriers, training material should maximize ilustrations and minimize lengthy written explanations. Training should be delvered in the local language when possible, or at least with local language support, except when other languages: (Gifferent from the locel one) are defined by the operator or GSP as @ mandatory requirement for the function, e.g. Engish for Some supervisory functions. Companies shall ensure that all training material is maintained and current at all times, as appropriate. This should include ‘current industy standards, regulations, resolutions, customer requirements, service bulletins, system updates, recommended pracices, etc. This review shall be conducted at least annually. Al material shall be included in an effectve documentation control system and display, as 2 minimum, version number and date of revision, as well as evidence of regular review. 5.5 Training Records ‘Operators and GSPs shall ensure training records are maintained forall operational employees, including any contractipartime cempioyees. Training records shall be included in an appropriate documentation control system Trairing and assessment records shall be retained by the employer as required by the reguatory authority or for a minimum period of thirty-six months from the most recent traning and assessment completion month and shall be made available upon request tothe employee or appropriate national authority (a5 @ minimum the last two training records shal be kept) (@) All theoretical and practical training, including assessments and achievement of competence sheuld be documented in a timely and consistent manner. The record should identfy as a minimum: 1, Trainee name Stat iD 3. SubjectTitle of training 4, Required pass mark o: percentage 5. Actual test mark or percentage achieved 6. Dale of training 7, Date of re-currency 8 1 2 "Name of trainer where delivered by a traner the case of paper records: ‘The trainer wil sign to confirm they have delivere¢ the training The trainee will sign Io acknowledge they have received the training and understand how they are to now take this forward into the operational workplace (c) In the case of electronic or computer besed training, the record shall include @ course reference and electronic acknowledgement (as applicable). Regular back-up data processes shall be estabished to ensure data safety ‘Note: Training content and records shall be made availabe for review as recuired, e.g. during an audit, on request of regulatory ‘authonty, operator etc 6. INITIAL AND CONTINUING QUALIFICATION Personnel shall successfully complete inital training before being assigned to perform new duties. Initial training shall be delivered as a biended solution, including theory and practical, as appropriate to the role and operational requirements, and assessed against a set criteria and standard. In al cases, this shall be documented and recorded, Recurrent training shal be delivered at the frequency specified in the relevant training documentation, but not less than once: during every 36-month period, in order to ensure all personnel remain competent to perform their operational duties. Recurrent training shall be planned such that the training is performed and any assessment completed prier to the current expiry date. Requalifcation and Update training shall be conducted as required Al training, i.e. theoretical and practical, shall be delivered in the most appropriate manner for the audience and subject, and ‘shall be conducted in an environment suable for the purpose. ‘Successful completion of any required training ie receeeary to maintain the training qual () ication and competence. 1284 {07H EOION, JANUARY 2020Se TATA Ground Operations Training Program—AHM 1110 Where an emoloyee is absent from the operational or functional role for a prolonged period of time, regardless of the reason for their absence, a company shall ensure thatthe folowing minimum conditions are met: Period of Absence ‘Action Upto 3 months. Brief the employee on any procedural, organizational, or equipmentinfrastucture Updates/changes that might have occurred during their absence. The briefng shall be ‘documented and filed accordingly. Between 3 and 12 months Bri the employee on any procedural, organizational, or equipmentinfrastucture Updatesichanges that might have occurred during their absence. The briefng shall be ‘documented and filed accorcingly. Additionally, deliver On Job Training to ensure ‘competence has bean maintained. Should any gaps in competence be identified, a period of requalificaion training shall be initiated Between 12 and 24 months Brief the employee on any procedural, organizational, or equipmentinfrastucture Uupdates/changes that might have occurred during their ebsence. The briefng shall be ‘documented and filed accoraingly. Addivonally, deliver requaiiicaton trainng, including a | ‘documented, formal assessment of competence, as per intial traning, in erder to confirm | the employee remains competent to perform that rol. More than 24 months Initial training program(s) to be delivered 7. TRAINING METHODS Training should be delivered using a mix of methods, 10. a blended solution, as apprepriate for the individual training needs of a ‘spectfic operational function andlor regulatory requirement. Training should therefore b= a combination of theoretical and practical skils, designed to develop the trainee's understanding of, and ablity to successfully complete, the task being trained to the required standard. 7.1. Theoretical Training ‘Theoretical training can be delivered using a variety of methods and media to enable learning, e.g. classroom, web-based, digital, Virtual reality and video tutorials. Theoretcal training shall be documented and recorded accordingly 7.2. Practical Training-including on Job Training In addition to theoretical training, practical traning shall be conducted to ensure achievement of ccmpetence in all defined training objectives applicable to the functonal ale. Practica training shall be documented and recorded accordingy 8. ASSESSMENT PROCESS Verifcation of theoretical knowledge shall be achieved. where applicable, by means of an appropriate fest of the subject matter being trained, ‘A minimum of an 80% pass mark shall be established for theoretical assessments however there should be a review process for ‘addressing ary questicn failures, even if pass mark was achieved, Verifcation of practical competence shall be achieved, where applicable, by means of formal assessment of the task being completed, Al practical assessments shall be conducted using a standardized and contrclled checklist for each training task-The trainee shall achieve an ert free assessment in order fo be determinad competent Upon successful compiation of the above, personnel can be considered as qualified ard competent to full their assigned duties. 9. COMPETENCE REQUIREMENTS FOR TRAINERS, ON JOB TRAINERS AND ASSESSORS Trainers, On Job Trainers ané Assessors shall be competent, qualified and, if required, certified, to conduct training and assessments as appropriate. As a minimum they shall be competent in accordance with the standards outlined inthis section, Training shall be conducted by personnel who have demonstrated the skils to delver the training effectively, and who are ‘competent in the subjects to be trained. 9.1 Trainer 944 Pre-req AA trainer shall have a minimum of 12 months of operational experience in the subject area they will be expected te train ‘Subject matter expertise within an operational area does not however guarantee that the individual will be a competent traner. In ‘additon therefore, they should also meet the following requrements: {a) Effective inter-personal skils and communication skils. ites {0TH EDTION JANUARY 2029 1285> Db &, , we TATA _ Airport Handling Manual (b) Demonstate the ability to present to an audience, e.g. to a minimum of 5 people. (c)_ Desire tobe a Trainer 942 I In order to become a competent trainer, an employee: (@) Shall successfully complete an organisation's own internal or extemal Train the Trainer programme. This will develop the individuals competence as a trainer and give them the ability to deliver training effectively, (b) Shall successfully complete trainer certification as required by a State or regulatory authority. (c) Should observe a minimum of one training course delivered by a qualified trainer, prior to delivering their first training course. (2) Shall conduct thai frst training course under the supervision of a qualified trainer ar assescor. ial Qualification 9.1.3 Continuing Qualification In order to maintain competence a trainer (2), Shall undertake recurrent training for trainers e.g. workshops, briefs, peer reviews. (©) Shall complete any recurrent Trainer certification as required by a State or regulatory authority. {¢)_ Shall delve atleast one training course per 24 months for each discipline they are qualified to tain (@) they cennot achieve the above they shall undertake any required re-curency training course forthe subject area they are required io deliver, 9.2. On-the-job Trainer 9.24 Pre-requisites ‘An On Job Trainer shall have @ minimum of 12 months of operational experience in the subject area they will be expected to twain ‘Subject matter expertise within an operational area does not however guarantee thal the individual wil be @ competent on job trainer. In addition therefore, they should also meet the folowing requirements: (2) Effective intor-parconal shile and communication zhille (b) Desire tobe an On Job Trainer 9.2.2 I In order to become competent an employee: (@) Shall successfully complete an organization's own internal development program for On Job Trainers. This will develop the individuals competence as an On Jeb Traine: and give them the abilty to deliver practical raining effectively (b) Shall conduct their frst training session under the supervision of a qualified trainer or assessor 9.2.3 Continuing Qualific ‘An On Job trainer (a) Shall mantain ther competence in the subject area to be trained (b) Shall deliver at least one training course per 24 months for each discipline they are qualified to train 9.3 Assessor Personnel identified to be Assessors should, as a minimum, be briefed accordingly in how to conduct theoretical and practical assessments, 10. DEFINITION OF JOB ROLE AND FUNCTIONAL TASKS: Each company is responsible for defining the job roles and associated functional tasks according to the company's needs, for ‘example “an engine start tack may be performed by diferent job furetione 0.9. Ramp Agent, Push-back Driver, oF other. ‘Trairing modules shall be based on providing competencies in functional tasks which can then be grouped to match certain job roles as determined by the company to meet its scope of operations. As such, the Jeb Roles isted in Tables 1, 2 and 3 below, are but one ofthe of many possible ways in which the functonal tasks can be grouped to define job roles. Since the responsibilities assigned to the various job roles (e.g. ramp agent) may differ from cne company to the next, or even within the same company but at different locations, the functional tasks thal employees are assigned lo perform will determine Which training modules they are required to complete. ns 1286 {07H EOION, JANUARY 2020Se TATA Ground Operations Training Program—AHM 1110 Table 1, Passenger Services Job Task Job Role, Description of Role. Functional Tasks Meel and Greet Agent |The meet and greet agent provides |. prevdes basic customer service direction and assistance to parsen- |. pyres semeccus gets atthe checkin sea, orfor | casts PRN passengers Kisk/bag dtop suppor 2 Kiosk or bag drop support ‘Checicin Agent The checkin agent works inthe | Check in preparation checkin area and kioskbag hop area |. passenger secootance accepting passengers and baggage. |¢ Checked & carry-on baagage acceptance + Fee collection + Documentation checks, veting _ _ + Kiosk or bag drop support PRM Agent [The PRM Agent provdes assiiance |e Provide assistance trough the airport. onto the ai to passengers requirng assistance om and passengers with reduced mobilty.|, (Jor appropriate coding Indudes identiication, physical assist-|. Knowledge of medica equipment ance. Handling of UINR, passengers with assist animals + Transfer of passengers using various lit de- | vices/methods ‘Arval Agent ‘The arval agont moots inbound air- |e Mest inbound aircraft, manage passenger oftoad ft and provides aval suppor fune-|¢ Provide ansitiransteronnedton infor tions including operaing of passenger |" proveryransil bridge. + Provide PRM assistance Departure Agent The departure agent manages the de- |. Manage passenger on load including PRM, UMNR. parure gale ncuing boarding. nor. |, Manage passengor on ° ‘mation to crew and load control, se- | Secure the fight, provide load information to crew Pring the fight 2 Ope temp safely on Breuer + Baggage mentoring ‘Comection Agent The connection agent coordinates in |. Fight montring ‘bound and outbound passenger move-| ‘ment and communication that includes | transivtranster and connection pass- ‘engers and baggage, + Communicate passenger and baggage information Provide transitransferfconnection infor. mationidirection to passengers ‘+ Manage IRROPS for ransitransfericonnection pass- jongers Baggage Agent ‘The baggage agent handles mis- handled baggage and communicates wit passengers and other stations. ‘+ Processing of on hand, missing, delayed and dam- aged baggage ‘Tracing of missing baggage Forwarding of found taggage Completion of reports Knowledge of customs and regulatory requirements ‘Claims & Seulement Agent ‘The claims and settlement agent pro- ‘cesses baggage filesiciaims by provid-| ing financial setlement to passengers. for mishandings. Review of baggage claims Communication with passengers Claims settlements based on applicable taif or con- vention Passenger Services Supervision | ‘Oversee and coordinate all Passenger ‘Services according to the company, ‘customer procedures and in acco ‘ance with legislation | ‘+ Management and organization of ticket counter per- sonnel and passenge: service operation ‘+ Constant liaison with Check-in, transfer desk, and other related areas ensuring a timely departure of the aircraft ‘+ Responding to passenger concerns, baggage handling and various ‘rouble shooting Monitor that service level agreements are met Monitor safely, securty procedures are followed Coordinate and resolve any non-standard situations Communicate with the customer, airport representa- tives, and other operational units regarcing on oper- ations issues, the delays, and non-standard situation 1287&, we TATA _ Airport Handling Manual Table 2. Ramp Services Job Roles & Functional Tasks Job Role, Description of Role. Functional Tasks Bagyage Loading Agent |The basic baggage lading agent |. Soting baggage function worksin the baggagemake | peng MOPS ing upareas, + Loading Baggage inte ULD's & cats 1 _ Recording baggage details ‘Aircaf Loading Agent Agent responsibie forloading an ai | Operates aircraft CLS ‘rat using deicated GSE + Oparates Loaders transfer ULD's ont aircrat + Operates convevor loaders + Operates Transporter vehicles + Operates baggage tacking systom Aircraft Loading ‘Supervisor of aircraft loading process + Coordinate all ramp activities during aireraft turn- Supervision | Sand ‘+ Report to the appropriate depertments any anomalies such as visible damage, hold inoperative, missing ‘andlor damaged restraints not previous highlighted ‘+ Ensure that ihe loading is consistent wih the LIR ‘+ Check the apparent condition of special load, incuding dangerous goods o Table 3. Load Control Services Job Roles & Functional Tasks Job Role Description of Role Functional Tasks: | Load Control 1288 Responsible for load planning. Re- sponsible for the accurate production ofall weight and balence documen- tation ‘+ Ensures loading of aitcraft is safe with respect to ‘weight and balance ‘+ Manages safe planning of cargo commedities incud- ‘+ Issues loading instructions ‘+ Considers balance parameters. ‘Produces loadsheets fr aircraft within safe limits, TATA Ground Operations Training Program—AHM 1110 11. TRAINING MODULES Understanding that each company has its own organization structure and defined roles for each job position with a multitude of tasks, the Traning Recuirements are developed based on the functional task as outline in the specific matrixes below. Functional tasks primarily cover operational functions within the IGOM scope, however may not represent all operational functions which may exists within a company, sSsenger Handling - Required Courses For Functions Meet and | Checkin PRM Arrival | Departure | Connections | Baggage Pax Greet & Transfers ‘Supervision GENO1; HFO1;/GENO1, HFO1;| GENO, HFOt, | GENO; HFO1, | GENO1; HFO1; | GENO1, HFOt, | GENO!; HFO1; (GENO; HFO2; Payor; PAXOI: PAXOt; PaXO1; PAXO1: PAXOI: PAXO1 ‘SMSOt PAXO7: PAXO2, PAXO2: PAXO2: PaAXo2; PAX02 PAXO3, PAXO1; PAXO3; PAXO3, PAXO3, PAXO?: PAXO3, PAXO5; PAXO4, PAXO2; PAX 12, | PAXO# PAXO4! PAxO8, PAXos PAXO6, PAXoe, PAXoS, PAXO5; PAXO7. PAXO9; PAXO7; PAXO7: PAXt0; PAXOd! PAXO8; PAXOS; PAX10; PAXO8, PAXOS, PAX 12, PAXO5;, PAXOr, PAXt1 PAXI2; Axo; PAXt0; PAXos; PAXOS! PAX 12, PAK 14, AXIO; PAXIT, PAXOT: PAX03;, PAX15 PAXt1; PAX12 PAX08; PAX10; PAX 12, PAXo9: PAXIt; PAX13; PAX10; PAX 12 Paxt4 PAX; PAX 12 Ramp Handling - Required Courses For Function Passenger | Transport | Aircraft | Supervision! Wing | Headset | Pushback) | Lavatory | Ramp Boarding | Bi loading of Aireraft | Walker | Towing Supervision Setige’ carganlah 3 tied nine ms Start ‘GENO: [GENOY; |GENOT; —[GENO, |GENOH, _/GENDY; _|GENor, GENO; GENO; | GENOT, tron | aFOt ror [ror Heo [ao ron aon | FO RMPOs; | RMPOL tooor; | Lobor; | RNPO1; | RMBOs;—[RMPOX; | RMPO; | SMSO RMPOs; | RMPO2: Rupor, |swsor —|RwPo2 [Mpa |RMPO2: —|RMPO2; | LODOI: Rupos: | RMPOM: rape, |RMpor —|Rwpo«: —|RMos;—|RMMFOs: §— |RwPo3; | RMP OT: RwPIa; | MPO Rupos, |RMpo2 | RNPos, |RMpOs; —|RMPOs:—|RMPOs; | RMPCR: RMPIE: rupor, |RMpos = |RWPIT —|RMPTO;§ [RMPIZ;«|RuPIB; | RMPOS Rupos, | RMPO9 RMers; [RMP |RMPTT; | RMPOS, Rubia; | RMPIO RMPIS: Rupis | RMP: Rupis: | RPL Rupr Rwpis, | RMPI7 RWPY RMPIS RMP RMP19 RMP Load Control Required Courses For Function GENO1; SMSO4; HFO2; LODO, LODO2; LODO3; LODO. {0TH EDTION JANUARY 2029 1289Airport Handling Manual 11.1 General Avi ition Training Modules GEN 04 AVIATION BASICS & SAFETY Description ‘Employee will lear the basic terminology and definitions associated with aviation, safely, security policivs, procedures and Emergency response Prerequisites nla ‘Method of Training Theoretical Training ‘Method of Assessment Theoretica Assessment Duration Topic Number Topic Title 4.GEND1 Terminology 2.GEND1 Definitions 3.GEND1 ‘Abbreviations 4.GENDI Phonatic Alphabet 5.GEND1 (Universal Time Control and Time Zones 6.GEND1 Airport Codes 7.GEND1 IATA and [CAO codes and Hierarchy 8.GEND1 Work Sately (a). Safety Philosophy {b) Safety Regulations (6) Hazards {@)_ Personal protection {6} Incidents and Accidents {). Injures and Prevention 8) Goatof injuries fi) Risk Assessment fy) Reperting 9.GEND1 ‘Security Awareness (a) Regulations, considerations (b) Airside security-restricted and secure areas (c)_ Security procedures including increased security threats (@)_ Documents and data security and protection and GDPR 10,GEND1 ‘Emergency Response (a). Emergency Situations (b) Abnormal Procedures (c)_ Reporting '9.GENOT: Security module to be in accordance wity state security program ard local and company specifics 10,GENOT: Emergency Response module fo be in accordance with state, arport, local, company and customer aires species ‘SMS 01 ‘SMS BASIC ‘Course Description This course provides basic level of Safety Management. (For details on SMS refer AHM 610) Prerequisites ‘Method of Training ‘Theoretical Training Method of Assessment ‘Theoretical Assessment Duration ‘Topic Number Topic Title 1.SMSO1 ‘Operational reporting-Advanced 2.SMs01 Event Investigation methods 3.MS01 Risk Assessment 1290Vara” Ground Operations Training Program—AHM 1110 HE Ot HUMAN FACTORS-BASIC This course provides an introducion to Human Factors, including Fatgue Management and Drugs & Couse Desciption | Alcorol issues. (For details on Substance Abuse Program refer AM 615) Pre-requisites Nil ‘Type of Course ‘Classroom andlor computer based Metiod of Training | Theoretical Training Method of Assessment | Theoretical Assessment, Topic Number “FDI | Motivation & attude 2.HFO1 | Communication sills 3.HFOT| Stress ‘4.HFO1 | Effecs of psychoactive substances (drugs & alcohol) 'SHFO1| Fatigue concepts & awareness G.HFO1| Time pressure L.HFD1 | Peer management pressure 8.HFD| Teamwork HF 02 HUMAN FACTORS-ADVANCED ‘This course addresses advanced Human Factors concepts, including Fatigue Management and Drugs Course Description ‘& Alcohol issues. (or detais on Substance Abuse Program refer AMM 615) Prerequisites Ni Method of Training | Theoretical Training ‘Method of Assessment_| Theoretical Assessment Duration "Topic Number “.HFD2 Motivation & atitude 2HF02| Human behavior ‘3.HF02| Communication skills 4.HF2) Stross 'S1HFD2/ Ergonomics 6.HF02| Effect of psychoactive substances (drugs & aleohel) 7.HFO2| Fatigue management .HFO2. Time pressure 9.HFO2. Peer management pressure 40HFO2 | Situational awareness 11.HFO2. Teamwork 1291we TATA _ Airport Handling Manual 11.2 Passenger Services Training Modules PAXO1 PASSENGER SERVICES-CUSTOMER SERVICE ‘Course Description Passenger agents will learn the basics of providing excellent customer service, and how to deal with irate passengers and defuse diffcul situations. Prerequisites GENOt ‘Method of Training Theoretical Training ‘Method of Assessment Theoretical Assessment Duration Topic Number Topic Title 1.PAXO1 Customer Service Basics 2.PAX.D1 First impressions 3.PAXO1 Greeting and Salutations APAXO Body Language S.PAXDt Using positive words 6 PAX Personal Serve T.PAXO1 Quick wins B.PAXOT Detusing the stuation S.PAXO1 ‘Acknowledge and apologize 10.PAX.01 ‘Suppor, intervention and management assistance A1PAXO1 Follow up and reporting PAX 02 PASSENGER SERVICES-ARRIVALS/DEPARTURES, ‘Course Description This course provides step by step instructons forall the elements of fight arrivals and departures, from meeting the arriving aircraft to all preparations for departure, Prerequisites (GENO1; PAXOt ‘Method of Training Theoretical/Practical Training Method of Assessment ‘Theoretical/Practical Assessment Duration Topic Number Topic Title 1LPAXO2 Preparation of resources. equipment and ETA 2.PAXI2, ‘Arrival paperwork 3.PAXO2 ‘Transfer, connecting and transit passengers 4PAKO2, Boarding gate preparation S.PAXO2 Documentation requirements BPAXIZ ‘Announcements TL PAXO2 ‘Boarding of passengers B.PAXO2 Passenger assessment 9.PAXO2 ‘Camry-on baggage and gate checked items, including DAA 10.PAXI2 | ‘Securing of a fight 11.PAXO2 Departure papsrwork and crew communication For Boarding bridge Operation and cabin access door operations please see RMP 06 and RMP O7 1292Vara” Ground Operations Training Program—AHM 1110 PAX 03 PASSENGER SERVIGES-SAGSAGE SERVICES Cause Desinion _| is 08 pies inernation and instutons lx msharled bagpge ncn ht arval and Preequisitos (GENOT; PAXOI Method of Training | Theoretical/Practcal Training Method of Assessiment_| TheoreticaliPactcal Assessment Duration Topic Number Topic Title “.PAX03] On hand bagaage 2.PAXO| Missing baggage 3.PAX03| Delayed baggage “4.PAX03 | Damaged baggage 5.PAX03 |Pifered baggage ‘6.PAX0S| Lost and found articles 7-PAXO3] Rush baggage 8 PAX03]In bond baggage 9.PAX3|Interine baggege 10.PAX03 | Standby baggage “V1.PAXD3| Arivl of a fight 12.PAX03 | Connection, transfer and transit baggage 13.PAX03 | Customs and regulatory requirements “4. PAX0S] IATA baggage descriptions 45 BAX03 | Permanent t098 and Incator dovices 16.PAX0S| Report completion 17-PAX0S | Customer sine lability 18.PAX0S | Passenger conmunicaton PAX oa PASSENGER SERVIGES-SAGOAGE CLAIMS AND SETTLEMENT (Carre Descipten | iS suse povdesinornaton and nstuctons lr mshanded baggage nung HN aria and Prerequisites (GENO1; PAX 01, PAX 02 Method of Training | Theoretical Training ‘Method of Assessment | Theoretical Assessment Duration Topic Number Topic Tile “.PAXO4| Tracing methods and duration 2.PAXDA ‘Customer aitne liability S.PAXO4 Passenger communicaton “4PAXO4 Passenger file actions S.PAXO4 Customer aifine central baggage facltios BPAXDA ‘Montieal and Warsaw convention, alin tariffs T.PAXO4| Claims eattloments B.PAXO4 Insurance responsibilty 9.PAX4 Fraudulent and duplicate 1293= TATA _ Airport Handling Manual PAX 05 PASSENGER SERVIGES-CHECKN ous Desepan | ie ree roves stp by ts nsructons lo pupae fer each tp fhe pastonge check Provequisios (GENOT; PAX 0+ Method of Training | Theoretical/Practcal Training Method of Assessiment_| TheoreticaliPractcal Assessment Duration Topic Number Topic Title “.PAX.05 Pre-ight preparation 2.PAX.05| Counter set up S.PAX.5] Documentation “4.PAX.05| Passenger information eolecion and veting 5.PAX.05| Wateh list processing ‘6.PAX.05| Passenger assessment and acceptance .PAK.IS | Non-fevenue processing 8PAX.I5| Seating 9.PAX.I5 Cartyon baggage TO.PAX.05| Checked baggage “1.PAX.05| Non-standard loads, handing and boarding of weapons 12.PAX.05| Manval Checkin procedures 13 PAX.05| SSR requirements “14 PAX.05| Collection and payment of feos 45 PAX.05 | Pascenger direction and information 46.PAX.05 Fight closure “17.PAX.05] Ireqular operations PAX 06 PASSENGER SERVIGES-IRREGULAR OPERATIONS (Course Descipion | Passenger agents will learn the steps and procedures for handling of regular Operations Prevequisits (GEND1; PAX 01; PAX 03; PAX 04 Method of Training | Theoretical Training ‘Method of Assessment Duration Topic - 4.PAX.06 | Delay Handling-Weather 2.PAX.06 Delay Handling-Mechanical 3.PAX.06. ‘Missed connections APAX.I6 Flight cancellations S.PAX6 Diversions BPAXI6 Denied boarding T.PAXO6. Increased security threat BPAXO6. DCS Failure 1294we Tava Ground Operations Training Program—AHM 1110 PAX O7 PASSENGER SERVICES-PASSENGER ASSISTANCE AND PRM This course provides training relate to the assistance and services provided tb passengers with CouseDeseipton | rediced obit, and al fms o passenger assis on uraeconpari mint oanser Pre-requisites GEN 01; PAX 01 Method of Training | Theoretical Training ‘Method of Assessment | Theoretical Assessment Duration ‘Topic Number Topic Title | .PAXOT Types ofcsabiltios | 2.PAXI7| Reguiatory recuiremenis and restctions L 3.PAX07 | Codes I “4.PAXA7|Assisiance at check in, aval, departure and transfer | 5.PAXO7| Aiport accessbily features | {.PAXG7| Altorato methods of communication | 7.PAXOT | Seating | B.PAXOT Aircraft accessibility features | 8.PAXOT| Mobity aids | 10.PAXI7| Medial devices and eaupment | “VLPAXIT| Oxygen and Personal Cxygen cylinders I 12.PAXO7 Medical clearance | 13.PAXO7 | Passengers requiring escort/attendant 14.PAXOT| Passengers wih mental disabilities 15.PAX07 Passenger transfers and lifting assist devices I 16.PAXIT| Service animals | TT.PAXIT| Alersies | 18.PAXO7 Passengers of size 19.PAXOT| Unaccompanied minors and young passengers I 20.PAXO7| Pregnant passengers I 21.PAXO7/ Infants and chidren PAX 08 PASSENGER SERVICES-POST FLIGHT REQUIREMENTS: Cause Desipion | TiS Se poviesincmaon ard dlls tou epost gt unctons an regurenent ore Prerequisites (GENDI; PAXOT Method of Training | Theoretical Training ‘Metnod of Assessment_| Theoretical Assessment Duration Topic Number Topic Title L 1,PAX.08 | Messages | 2.PAX.08 | Reports [ 3.PAX.08| Government veting & API requirements [ 4.PAX.08| Flight files and document retention 5 PAX.08| Secure disposal of dociments I 6 PAX 18 Invertory Management {0TH EDTION JANUARY 2029 1295> we TATA _ Airport Handling Manual PAX 09 PASSENGER SERVICES-SPECIAL CATEGORY PASSENGERS oe ‘This course provides training and instructions related to special category passengers, including ‘Course Description | inadmissible passengers and disruptive sivations. Prerequisites (GENO1; PAXOt Method of Training | Theoretical Training ‘Method of Assessment | Theoretical Assessment Duration ‘Topic Number Topic Title 4.PAX.09| Passengers subject to judicial proceedinos, 2.PAX.09)Inadnissible passengers 3.PAX.09| Deporteos “4.PAXD0 | Non-stendard groupe 5.PAX.9| Unruydisrupve passengers {6.PAX.09| Passengers under the influence of drugs or alcohol T.PAX.09] Armed passengers, law enforcement ofcers 8.PAX.09) Passengers traveling with firearms ‘8.PAX.09| Seating 10.PAX.09 | Communication requirenents “1.PAX.09| Reporting 12.PAX.09| Labeling and loading 13,PAX.09] Baggage requrements PAX 10 PASSENGER SERVICES-TRANSFER OF LOAD INFORMATION, This course provides the passenger agen! with an in-depth understanding ofthe principles of ‘Course Description _| passenger and baggage weight, now standard and non-stardard weights are accounted for, and how ll weight is accounted for in the load control process. Prerequisites (GENO1; PAXO1; PAXOS Method of Training | Theoretical/Practical Training (Method of Assessment | Theoretical/Practical Assessment Duration ‘Topic Number Topic Title 1296 1.PAX.10| DCS System set up 2.PAX.10| Requrements check-in 3.PAX.10| Passongor woghts, groups, 4.PAX.10| Carry-on baggage 5.PAX.10| Checked baggage ‘6.PAX.10) Medical equipment and mobility aids 7.PAX.10| Sporting equipment &PAX.10| Live animals ‘9.PAX.10) Musical instruments 10.PAX.10 Other non-normal load tems ‘11.PAX.10| Communication methods to load control 12.PAX.10] Check in closure 13.PAX.10| Final figures for passengers, baggage 14 PAX.10] Seats occupied by zone 15.PAX.10 Passengers available for disembarkation 16 PAX.10 | Supernumerary crew members 47. PAX.10] Jump seat occupancy “49TH EOMON, sANUARY 2020Se TATA Ground Operations Training Program—AHM 1110 PAX 10 PASSENGER SERVIGES-TRANSFER OF LOAD INFORMATION. 1B.PAX.10| Gate tagged and gate checked items, DAS 19.PAX.10|Last minute changes PAR PASSENGER SERVICES-TRAIISFER, TRANSIT AND CONNECTION {Cars Desenion |e 'ianstong oan Fem aegis, vans, and sowesing oand fom ight Prerequisites {GEN 01; PAX 1; PAX 05; PAX D4 Metod of Training | TheoreticalPractial Training Met of Assessmeni_|TheorticalPractcal Asesemert Duration Topic Number Topic Title *.PAX.11|Preatival preparations 2.PAX.11 | Disenbarkaton procedures SPAX.11|Secuty requiements “A.PAX.|Inmigraton ard custon requirements S.PAX.1 | Gao check and andor {.PAX.1 Boarding of tens and connecting passengers 7.PAX.11]Loadng of tans and connecting baggage communication B.PAX.{1| Mising passenger procedures .PAX.14| Ara changes JOPAX11| Missed fahis PaXt2 PASSENGER SERVIGES-DANGEROUS GOODS es assige ge lh utes he Dangwous Goods Regains fr azn snd Prerequisites va Metod of Training | Theoretical Training Metod of Assessment_| Theoretical Assessment Duration Tope Number Toni Tile “.PAXI2| General philosophy 2.PAX12| Limitations SPAXI2|Labeing and marking ‘4.PAX'2) Recognition ofundeclared dangerous gocds S.PAXI2| Provisions for passengers and cew {5 PAKI2 Emergency procedures Z.PAX'2| Communication and reporting Notes DG TTainng tobe completed as per requrements specie n current eon of DGR Requirement 1297we TATA _ Airport Handling Manual PAX 13 PASSENGER SERVICES-SOARDING BRIDGE OPERATIONS Description ‘This course provides procedures for the passenger boarding bridge, hnluding a practical test, and procedures to ensure safe and secure access to an aircraft io authorized persons only. ‘This course is equivalent to RMP 06 Prerequisites GENO1; ‘Method of Trai ining _| Theoretical/Practical Training ‘Metnod of Assessment | TheoreticalPractical Assessment Duration ‘Topic Number Topic Title “LPAX!3 Assessment of bridge or ramp area 2.PAXt3 | Pro-arivaliparkng positon 3.PAX!3 | Pre-moverent checks 4.PAX13| Equipment system, switches, cut offs and buttons 5.PAX13 | Operating instucions end procedures ‘S.PAX13 | Putting the bridge to the aircraft 7.PAX!3 | Engagement cf safety systems B.PAXI9| Emergency se deployment area ®8.PAXI3 Post departure parking position OPAXIS) Backot and wind of procedures LPAX13| Out of limits procedures 12.PAX13 | Equipment failure, accident, incidents and reporting procedures 18.PAXI3| Passenger guidance and surveillance “Y4PAXIS| Adverse weather condtons 15.PAX13 | Unattended aircraft 16.PAX13| Overnight procedures {17-PAX3 Fite rill and procedures (bridge and aircraft) 18.PAX13| Accidents incidents response and reporting PAX 14 PASSENGER SERVICES-AIRCRAFT CABIN ACCESS DOORS Description This course provides procedures opening and closng Aircraft Cabin Doors This course is equivalent to RMP 08 Prerequisites GENO1, ‘Method of Trai ining _| Theoretical/Practical Training Method of Assessment | Theoretical/Practical Assesement Duration Topic Number Topic “LPAXI4 | Aircraft Cabin Access Doors 2.PAX14| Overview of Aircraft Types: 3.PAXt4| General Safety precaution 4.PAX14| Opening of cabin access doors fiom Inside by Trained Crew 5.PAXt4| Opering of Aircraft Access doors from inside by Ground Staff ‘6.PAXt4] Opering Cabin Access Doors from Outside with Crew/Ground Staff on Board 7.PAX14] Opering Cabin Access Doors from Outside with no CrewiGround Sta on Board 8.PAXt4 | Embarkation or Disembarkation Through Cabin Access Doors S.PAXt4| Closing Cabin Access Doors 10.PAX14| Re-Opening Cabin Access Doors 1298 “49TH EOMON, sANUARY 2020Ground Operations Training Program—AHM 1110 11.3 Ramp Services T 19 Modules General Aviation SERVICES SYLLABI PASSENGER SERVICES SYLLABI RAMP SERVICES SYLLABI RMP 01 RAMP SERVICES-BASIC RAMP & AIRSIDE SAFETY ener This course provides step by step nstructons for al elements of woking on the apron and any sie Pre-requisites ‘Method of Training ical Training ‘Method of Assessment ical Assessment Duration ‘Topic Number Topic Title 4.RMPO1 ‘Safety Philosophy (a) Company safaty policy and program (b)_Employeriemployes safety functions and responsi 2.RMPDt Safety Regulations (a) International Aviation regulations (b) National regulations (c)_Airportairside regUations Safe Working Practices/Safe Operating Practices 3.RMPD1 Local Airport Layout 4.RMPDt ‘Types of Aircraft S.RMPDt Airside Hazards (2). Vehicle rovements (B) Pedestnan movements (6). Aircraft movements {(@) Jet engines {¢) Aircraft antennae end other protrusions © Gse (g) Aircraft fueling and fuel spils {(h) Adverse and seasonal weather conditions (i) Night operations (). Working at height (6). Slips, tips and falls (). Noise {im) Requirements Handling (n)_Runway incursions 6.RMPDI Airside Markings & Signage 7.RMPOt Emergency Situations (a) Reporting (0) injuries (c). Security threats (a) Spilages {€)_ Location and respense to alarms and emergency stops (9) Fuel shutofis (a) Fire {h) Sovero woathor {i)__ Emergency procedures for on stand evacuation 1299we TATA _ Airport Handling Manual RAMP SERVICES-BASIC RAMP & AIRSIDE SAFETY &.RMPDI FOD & Prevertion 9.RMPDt Personal Protection {a) Personal protective equipment e.g (b) Hivisibity clothing (c) Protective clothing for: Ears, FeevToas, Knees, Hands, Eyes (@) Occupational health program (@) Musculoskeletal injury prevention programs Weatner exposure 10. RMPO1 ‘Safe work practices 41,RMPDt ‘Accidents & Incidents Reporting 12. RMPOt First-aid training 7.RMPOT: Emergency Situations module to be in accordance with airport. local, company and customer airlines specif. RAMP SERVICES-ADVANCED RAMP & AIRSIDE SAFETY ‘Course Description This course provides step by step instructons for all enhanced safely requirements for working on the apron and any aside areas, A [Prerequisites (GEN 01; RMP 01 ‘Method of Training Theoretical Training ‘Method of Assessment Duration Theoretical Assessment Topic Number Topic Title ‘.RMPI? Aigcraft Fueling Mefuelina Safety 2.RMPD2 | VehicleGSE Accident 3,RMP02 ‘Accident & Inédent (a) action to be taken inthe event of a vehicle accident, (b) action to be taken inthe event of a vehicle string an aircraft, {(c) action to be taken inthe event of fre, (@) action to be taken inthe event of aircraft accidentincident, {@)_2etion to be taken inthe event of personal injury 4.RMPO2 Dangerous Geods Incident S.RMPO2 Personnel injury event e.RMPD2| ‘Security incident event 7.RMPO2 Risk management 1300Se TATA Ground Operations Training Program—AHM 1110 ‘RMP 03 RAMP SERVICES-AIRSIDE DRIVING use Desuiptin | THiS course provides step by step instructons for ll elements of driving onthe apron and any aside Course Descipion | TS 0 Prerequisites ‘GENOT; RMP D1, Valid passenger car driver's lcense issued by the county/sate censing autherly Method of Training | Theocetical/Practcal Training Method of Assessiment_| TheoreticaliPractcal Assessment Duration Topic Number Topic Title Responsibilies of vehicle operators (a) Fitness to drive (medicalhealh stancards) pet national or airport requirements; {b) Use of pessoa protective equipment such as high isibity clothing and hearing protection (c) General driving standards; {@) Speed imia, prohibited areas and no parking regulations; {e) Vehicle reversing, 1.RMPO3)()Slaff and passengers wakkirg across aprons; (g) Vehicle towing restrictions; {h) Yehicte movementin proximity to maneuvering airrat and navigational equipmensignage {i} Smoking restictons: () FOD-types, effects and required action; (k)_ Assurance of vehide suitabiity for the task and used correctly: Consequences of conlvavening ries and regulations related to operation of vehicles aside. Vehicle equipment standards (2). Condition and maintenance standards agreed at aerodrome andor national level; 2Rmpos|(b) Requirements to deplay obstruction bghts and company insignia {6} Requirements and content of dally vehicle inspections, {@)_Agroed standards of aerodrome and company vehicle fault reporing and rectification Local requirements for the issue and display of Airside Vehicle Permits (AVPs) SRMPDS] Arsice safely regulations Hazards of eirside driving (2) The danger zones around arcrat 4.RMPD9| (a) Engine suctonvingestion and Das, propellers, alrrant refueling; {c) Fuel spitege: Congestion on the ramp '.RMPD4] Vehicle operaton in normal wealher condtions {6.RMPO3| Vehicle operaton in inclementiextreme weather conditions ‘Vehicle operation in tow visibility conditions 7.RMPD3| (a) Driving aright Driving in adverse weather conditions, particularly low visibilty. '8,RMPD3] Pre-vehicle operation mandatory inspection Layout of apron and arside roads (2), The general geography laycut of the local aerodrome; {b)_Aviaton terminology used! (c) Interpretation of airside markings and signage: S.RMPO3) (Gd) Markings and lights for both vehicles and alroraf {e) Signs, markings ard lights used to guard runways; (0) Any contolealuncontlled taxiway crossing procedures; (g)_Pedestrian crosswalks Local aipport rules and regulations pertaining to airsde vehicle operatons (a). Rules of air traffic services as they relate to vehicles, particularly rights of way; 10.RMPO03 (b) Specific aerodrome regulations, requirements and local instructions; {¢)_ Local motiods used to disseminate general information and inotruetion to drivers; Local methods used to disseminate information regarding works in progress. 1301Airport Handling Manual RMP 03 RAMP SERVICES-AIRSIDE DRIVING ‘Maneuvering Area Driving |(a)_ Driving at night; {b) Operations in low visibility and other adverse weather conditions, [(c)_ Rights of way for arcraft, towed aircraft and PEFS vehicles in emergency; (d)_ Actions to be taken in event of vehicle accidentincident; (e) Actions to be taken in event of aircrat accidertlincident ‘VRMPOS) (f) Actions to be taken if FOD or other debris is found on runways and taxiways; \(g)_ Procedures to be used by vehicle operators ifost or unsure of position; (h) Procedures for veticle and or radio becoming unserviceable whist on maneuvering areas; |i) Alternative communication procedures in evert of equipment breakdown; ()) Combines radio/vehicle failure procedures; {k)__Prevention of runway incursion; | Procedures for driving in aircraft movement areas, pedestrian crosswalks and open stands 12,RMP03 | Safe driving behaviors 43, RMPD3| Emergencies & vehicle breakdown Notes 11,RMPO3 is epplicable to vehicle Operators that require operational access to maneuvering areas RMP 04 RAMP SERVICES-BASIC HAND SIGNALS ‘Gourse Description _| This course provides step by step instructons for all elements of Hard signals A [Prerequisites GEN01; RMP 01 Method of Training | Theoretical/Practical Training Method of Assessment | Theoretical/Practical Assessment Duration Topic Number Topic Title ‘1.RMPO4_ Guide person Hand Signal for GSE 2,RMPD4| Technical/Senicing Hand Signal .RMPDA| Pushback Hand Signals RMP 05 RAMP SERVICES-AIRCRAFT MARSHALLING ‘Course Description _| This course provides step by step instructons for all elemenis of Aircraft Marsnalling procedures A (Prerequisites GEN 01; RMP 01, RMP 03, RMP 04 Metiod of Training | Theoretical/Practical Training Method of Assessment | Theoretical/Practical Assessment Duration ‘Topic Number Topic Title 1,RMPOS | Alrcreft Standard Marshaling signals 2.RMPOS | Marshaling responsibilites and principle 3,RMPD5| Marshaling procedures 4.RMPO5] Use of aircraft parking guidance systems 1302 “49TH EOMON, sANUARY 2020Se TATA Ground Operations Training Program—AHM 1110 ‘RMP 06 RAMP SERVICES-SOARDING BRIDGE OPERATIONS ‘This course provides procedures for the passenger boarding bridge, including a practical test, and Description procedures to ensure safe and secure access to an aircraft o authorized persons only. ‘This course is equivalent to PAX 14 Prerequisites (GEN 01; RMP 01; RMP 02; RMP 04; RMP 08; RMP 10 ‘Method of Training | Theoretical/Practical Training ‘Metnod of Assessment | TheoreticalPractical Assessment Duration ‘Topic Number Topic Title ‘LRMPO6 | Assessment o! bridge ar ramp area 2.RMPD6 | Pre-arivaliparting postion 3,RMPD6 | Pre-movement checks 4.RMPD6 | Equipment system, switches, cut offs and buttons S.RMPD6 | Operating insttuctions and procedures 6.RMPD6| Puting the bridge tothe aireraft 7.RMPD6 | Engagement cf safety systems {&.RMPO6| Emergency slide deployment area ‘2.RMPO6 Post departure parking position 10.RMPD6 | Back off and wind off procedures “11.RMPQ6 | Out cf limits procedures 12.RMPD6 | Equipment failure, accident, incidents and reporting procedures 1.RMP06 | Passenger guidance and surveillance 14.RMP06| Adverse weather conditons 15.RMPI6 | Unationded aircraft 16.RMPD6 | Overnight procedures: 47, RMPO6| Fire dil and procedures (bridge and aircraft) 118,RMPO6 | Accidents incidents response and reportirg RMP 07 RAMP SERVICES-AIRCRAFT CARGO ACCESS DOORS Course Description | This course provides step by step instructions for Aircraft cargo access doors, Prerequisites (GEN 01; RMP 01, RMP 02 Method of Training | Theoretical/Practical Training ‘Method of Assessment | Theoretical/Practical Assessment Duration ‘Topic Number Topic Title ‘.RPMOT Aircraft Cargo Access Doors 2.RPMD7/ Overview of Airraft Types 3,RPMO7/ General Safety precaution 4.RPMO7/ Opering of Cargo access doors 5.RPMO7| Closing Cargo Access Doors 6.RPMO7/ Re-Opening Cabin Access Doors AR 220 1303aa “Yara Airport Handling Manual RMP 08 PASSENGER SERVICES-AIRCRAFT CABIN ACCESS DOORS ee This course provides procedures opening and closng Aircraft Cabin Doors asim This course is equivalent to PAX 15 Prerequisites (GEN 01; RMP 01; RMP 02 Method of Training | Theoretical/Practical Training ‘Method of Assessment | Theoretical/Practical Assessment Duration ‘Topic Number Topic LRMPQB | Airerat Cabin Access Doors 2.RMPD8 | Overview of Aircraft Types 3,RMPD8 | General Safety precaution 4.RMPD8 | Opering of cabin access doors from Inside by Trained Crow '5.RMPD8 | Opening of Aircraft Access doors from inside by Ground Staff {6.RMPD8 | Opening Cabin Access Doors frem Outside with CrewiGround Staff on Board “7.RMPD8 | Opening Gabin Access Doors frem Outsice with no Grew/Ground Staff on Board ‘8, MP8 | Embarkation or Disembarkation Through Cabin Access Do's 9,RMPDB | Closing Cabin Access Doors 10.RMP0B| Re-Opening Cabin Access Doors RMP 09 RAMP SERVICES-AIRCRAFT LOADING ‘Course Description | This course provides step by steo instructons for al elements of aircraft loading. Prerequisites (GEN 01; RMP 01, RMP 02, RMP 04, RMP 08, RMP 14", RMP 19 ‘Method of Training | Theoretical/Practical Training ‘Method of Assessment | Theoretical/Practical Assessment Duration ‘Topic Number Topic Title 4,RMPO9 | Princples of arcraft loading 2.RMPD9| Manval handling of load ‘3,RMPD9| Handling specal loads ‘4.RMPD9| Loadng Incompatibilties '5.RMPD9| Identifcation of Dangerous Goods during loading {6.RMPD9| Load damage & spillage 7.RMPD9| Handling of ULD's (for specifics see ULDR Manual), 8,RMPD9| Securing of ULD's within aircraft cargo holds ‘8.RMPD9| Positoning and operating of loading equipment 10.RMP09| Operation of aircraft loading system (a) Cargo Loading Systems (CLS) (b)_Kentificaton and consequences of malfunctions of in-plane loading system 11, RMPD9| Aircraft cargo compartment access door operation 42,RMP)9 | Load notification (LIR) 13,RMPD9| Safety Precautions; safety during aircraft fueling 44 RMPI9| Emergency Procedures and reporting Notes RMP 14°~As eoplicable to GSE used 1304 “49TH EOMON, sANUARY 2020Ground Operations Training Program—AHM 1110 RMP 10 RAMP SERVICES-AIRCRAFT ARRIVAL ‘Course Description _| This course provides step by step instructons for al elements of aircraft arrival. Pre-requisites (GEN 01; RMP 01, RMP 02, RMP 04, RMP 05", RNP 19 ‘Method of Training _| Theoretical/Practical Training Method of Assessment | Theoretical/Practical Assessment Duration ‘Topic Number Topic Title 1,RMP1O Preparation of resources, equipment and ETA 2. RMP1O| Aispot Gate/Siand Layout 3. RMPIO| Arrival roles & responsibilities ‘4. RMP10| GateiStand Preparation 5. RMP10) Visual Guidance Docking Systems 6. RMP10] Types of Aircraft 7. RMP10| Pre arcraft anival procedures 8.RMP10| Securing the passenger route S.RMP10| Passenger deplaning method 40.RMP10) Aircraft Arrival Procedures 41,.RMP10) Aircraft Chockng 12.RMPIO| AircreftConing 42.RMP10 Post aircraft arrival provedures 44.RMP10) Iregular Condtions & Emergences Notes. ‘RMP 05°-Only i Marshaling is provided RMP 11 RAMP SERVICES-AIRCRAFT DEPARTURE ‘Course Description _| This course provides step by step Instructons for all elements of aircraft departures Prerequisi (GEN 01; RMP 01, RMP 02, RMP 04, RMP 19 Method of Training __| Theoretical/Practical Training Method of Assessment | Theoretical/Practical Assessment Duration’ Topic Number Topic Title {1LRMP11 | Safely Precautions 2.RMP11 | Departure roles & responsibilities 3.RMP11| Passenger embarkation procedures 4,RMP11 | GateiStand Preparation S.RMP11] Pre arcraft departure procedures G.RMP11 | Steering bypass system for aircraft types: 7.RMPI1 | Air-start procedures: 8.RMP11 | Equipment-Aircraft connect/disconnect procedures ‘8,RMP11 | Conventional actor pushback procedures (as appicable) 10.RMP11| Taxi-out departure (as epplicable) 11,RMP1 1 | Towbar connestion/disconnection (as applicable) 12.RMP11| Towtarless tractor puskback procedures as applicable) 13,RMP11 | Main-gear tractor pushback procedures (es applicable) 14.RMP11| Open ramp deoarture procedures (as appiicable) 15.RMP11| Powerback procedures (as applicable) | 16.RMPI1 [Post aircraft departure procedures 17,RMP11 | Irregular condtions & emergor {0TH EDTION JANUARY 2029 1305Airport Handling Manual RMP 12 RAMP SERVICES-AIRCRAFT PUSHBACK ‘Course Description _| This course provides step by step instructons for al elements of aircraft towing Prerequisites (GEN 01; RMP 01, RMP 02, RMP 03, RMP 11 Method of Training | TheoreticalPractcal Training ‘Method of Assessment | TheoreticalPractcal Assessment Duration Topic Number Topic Tile “.RMPI2| Pushback roles & responsibilities 2.RMP12 | Pre-pushback procedures 3,RMP12| Steering bypass system for arrat types “4.RMP12 | Equipment-Arraft connecdisconnect procedures '.RMPI2| Conventional Factor & owbar procedures 6.RMPI2) Towtarless trector procedures 7.RMP12/ Main Gear Tractor procedures 8.RMPI2| Aircrft specifics 9.RMP12| regular condkions & emergencies 10.RMP12| Aerodrome Regulations and Requirements Air Tratfic Controls (a) function of aerodrome contro! and its area of responsibilty: {(b) function of ground movement control and is area of responsibil; 14,RMP12|(c) normal and emergency procedures used by ATC relating to aircraft: (a) ATC frequencies used and normal handoveritiansfer points for vehi (6) ATC call signs, vehicle call signs. nhanatic alphabst, standard phraseology’ [(0._demarcaton of responsiblites between ATC and Apron Control f applicaale, 42.RMP12| Radio communication requirements and procedures, {a) radio procedures to be used, if applicable; |(0) ght signals used by ATC, if applicabie; how to contact the local aerodrome safety unit Notes ‘Modules to be completed according to GSE type in use. RMP 13 RAMP SERVICES-AIRCRAFT TOWING ‘Course Description _| This course provides step by step instructons for al elements of aircraft towing Prerequisites (GEN 01; RMP 01, RMP 02, RMP 03, RMP 11, RMP 12 Method of Training _| Theoretical/Practical Training Method of Assessment | Theoretical/Practical Assessment Duration ‘Topic Number Topic Title ‘RMP13 Towing roles & responsbilties 2.RMP13| GateiStand Preparation 3,RMP13] Pro-ciroraft tow procedures 4.RMP13] Steerng bypass system for aircraft types 5.RMP13| Conventional tactoritowbar towing procedures ©.RMP13| Towbarless tractor towing procedures (as applicable) 7.RMIP13| Movement in/out fromito Hangar 8. RMIP3] Flight deck breke riding procedures (as applicable) 9,RMP13) Post aircraft tow procedures 40.RMPI3) Iregular condtions & emergencies ‘Modules to be completed according to GSE type in use. Brake operator module fo be completed only if operation is performed. 1306 “49TH EOMON, sANUARY 2020we Tava Ground Operations Training Program—AHM 1110 RMP 14 RAMP SERVICES-GSE OPERATIONS Course Description This course provides step by step instructons for all elements of operating Ground Support Equipment (GSE). Prerequisites (GEN 01; RMP 01, RMP 02, RMP 03 ‘Method of Training Theoretical/Practical Training ‘Method of Assessment Theoretical/Practical Assessment Duration ‘Topic Number Topic Title 1.RMP IA Overview of equipment type 2.RMPI4 Familarization of operaiing contols aRMPtA Pro-operational checks 4.RMPI4 ‘Aircraft approach and removal S.RMPI4 Aircraft Servicing Points (a) Areas of aircraft insined to damage by GSE (b)_ Recording and reporting of damage by ground support equipment 6.RMPI4 ‘Connection & disconnection from aircraft 7.RMPt4 Operating procedures a.RMPI4 Emergency Procedures 9.RMPI4 Safety precautions ‘These sylabl are meani to be used for the following GSE in use: (a) Ground Power (b) Air Condifoning Unit (c) Potable Water (@) Toilet Servicing Unit (e) Potable Water Unit () Air Start Unit (a) Boll Loader (h) Pallet Loader (i) Forkit ) Tractor (k) Passenger/Crew bus (\) Elevating Equipment (Le. Catering Truck, PRN) (mm) Passenger Stairs Operators of GSE require general training related to specific categories of GSE as well as specif {raining in the operation of 9 particular manufacturers equipment. In some cases, i might even be necessary to train the operator in the use of a specific model of the manufacturer's equipment. 1307we TATA _ Airport Handling Manual RMP 15 RAMP SERVICES-Ground to Flight Deck Headset Communication & Engine start iption | This course provides step by step instructons forall elements of ground to fight deck headset Course Description | communication. Pre-requisites ‘GEN 01; RMP 01, RMP 02, RMP 04, RMP 05, RMP 10, RMP 11 Method of Training | Theoretical/Practical Training ‘Method of Assessment | Theoretical/Practical Assessment Duration ‘Topic Number Topic Title +.RMP15 Equipment overview 2.RMP15 | Communication dialogue 3,RMP15 | Headset communication procedures for arivals| 4.RMP15 | Headset communication for deporturesiongine stars '5.RMP15 | Headset communication for aireaft towing 6.RMP15 | Communicating emergency situations RMP 16 RAMP SERVICES-Ramp Baggage Handling ‘Course Description | This course provides step by step instructons for all elements of nanling baggage on the ramp. Prerequisites (GEN 01; RMP 01, RMP 04, RMP 19 ‘Method of Training | Theoretical/Practical Training Method of Assessment | Theoretical/Practical Assessment Duration ‘Topic Number Topic Title 1.RMPI6 | Safely Precautions 2.RMPI6| AlrporvAitine designater codes 3.RMPt6 | Baggage types 4.RMP16| Baggage handing procedures (a) dentiicaton (b) Sorting (¢)_ Manual handling procedure 6.RMP16 | ULD handling and loading as per requirements published in ULDR manual 7.RMP16] Secutty procedures (i.e. screening, survellance, baggage reconciliation) '8.RMPI6] Identification of Dangerous Goods during baggage handling (including spilage/damage) ‘9,RMP16| Load Control Procedures (a) Coordinaton (b) Communication (je. re-route bagsirush bags) 11,RMP16| Communication to authorities and customer airlines 42,RMPI6) Delivery of baggage to passenger 13,RMP16| Baggage Tracking System 44.RMP16) Iregular condtions & emergency procedires: (a) Fire (b) Dangerous Good accidents Security breach Notes Baggage Tracking if in use in the station 1308 “49TH EOMON, sANUARY 2020Ground Operations Training Program—AHM 1110 RMP 17. RAMP SERVICES~Aircraft Loading Supervision ‘Course Description _| This course provides step by step instructons for all elements of Aircraft Loadng Supervision, Pre-requisites: GEN 01; RMP 01; RMP 02; RMP 03; RMP 04; RMP 19, LOD 01 Method of Training | Theoretical/Practcal Training ‘Method of Assessment | TheoreticalPractcal Assessment Duration Topic Number. Topic Title “1.RMPI7 Safety Precautions 2.RMPI7|ArcraR Loading Supervaion roles & responsibillos 3,RMP17 | General weight and balance profciency and awareness 4.RMP17 | Aircraft structural load limitations ‘5.RMP17 | Unit Load Device as per table requirements published in ULOR manual 6.RMPI7 | Bulk hold loadng 7.RMP17 Loading Instructions/Report (LIR) 8.RMPI7|Loadng messages ‘S.RMP17| Special loads 40.RMP17| Aircraft load management 11.RMP17 |Positoning and operations of loading equpment 12,RMP17 | Operation of arcraft loading systems 13.RMP17 | Irregular condtions & emergencies 14,RMPI7 | Supervision of open ramp operaton 15.RMPI7| Dangerous Geods RMP 18 RAMP SERVICES-Airside Safety Supervision ‘Couse Desciption | This course provides acvanced instructions for all elements of Asie Safety Supervision Prerequisi (GENDT; RMP 01, RMPO2, RMPO3, RMPO4; RMP 10, RMP 11, RMP 17, RMP18; RMP 19, LOD 01 Method of Training | TheoreticalPractcal Training Method of Assessment_| Theoretical/Practical Assessment Duration Topic Number Topic Title {RPI Ae Salo Sipnton cs & spree 2AUIt|Tonrand Gréai Sper reaerer 3.RMP18 | Creating an open reporing culture “4.RMPI8 [Performance monitoring '5.RMP18 | Coordination of airside activities 6.RMP1 | Workload Management 7.RMPI8| Decision Making ‘&.RMP16 | Operational Planning 9.RMPI8 | Emergency Response pecs ea, arr Ton sane (c)_Prevention {0TH EDTION JANUARY 2029 1309Airport Handling Manual 1.RMPI9 ‘This course provides advance knowledge of dangers goods transportation. ‘Theoretical Training ‘Theoretical Assessment General philosophy 2.RMP19, Limitations 3.RMPI9, Labeling and marking 4.RMPIO Recognition of undeclared dangerous goods S.RMPIO, ‘Storage and loading procedures 6.RMPIO, Pilotin-commend notification 7.RMPI9, Provisions for passengers and crew &.RMPI9, Emergency procedures 1310 9.RMPI9, Aitine Specific Procedures (as applicable) DG Training to be completed as per requirements specified in current edition of OGR Requirements 49TH EDITION, sun 2020be Ground Operations Training Program—AHM 1110 11.4 Load Control Training Modules LOAD CONTROL SYLLABI Lop ot LOAD CONTROL~Aireraft Weight & Balance Principles. SS 12524708 Peden ev by etepneructon for al samen of Weight an Eatence fr oad Reference Prerequisites GEN OT; Method of Training | Theoretical Training ‘Method of Assessment | Theoretical Assessment Duration ‘Topic Number Topic Title 4.Lop01 Aircraft Weight & Balance Principles (a) Theory of Flight (b) The 4 Forces {¢) Flight Controls (@)_ Consequences an overweight or outof balance aircraft 2LOD01 ‘Structural Weights (a) Maximum Zero Fuel Weight (0) Maximum Taxi Weight (¢). Maximum Take Off Weight (@) Maximum Landing Weight (@} Maximum weight restrictions 3.LODD1 4.0001] ‘Standard and actual weights (a) asic Wergnt (b) Dry Operating Weight {c) Operating weight (wet operating weight) (@) Zero fuel weight (e) Payload (Traffic load (g)_ Underioad (h)_ Service weight and adjustments Fuel (a) Ramp (Block) Fuel Contingency Fuel Altemate Fuel (i) Landing Fuel {) Fuel Loading (StandardINon-Standard) (b) Taxi Fuel (c) Take-off Fuel (a) Trip Fue! (e) Ballast Fuel (0, Trapped Fuel (g)_ Fuel density 1311Airport Handling Manual Lop ot LOAD CONTROL-Aircraft Weight & Balance Principles 5.LODD1 Princples of Balance (a) General Principles of Balance {b) Definition: Ref. Sta, LEMAC, MAC, %SMAC, Index Unit RC (c)_ Principles of Centre of Graviy (CG) (a) Movement of CG {e) Aircraft CS (| Mean Aerodynamic Chord (MAC)Reference Chord (RC) (g)_ Safe Range of MACIRC by percent () Bhindex for BW i) DOHindex fer Dow DLI-dead load index (wy) LIZFW-index for 2FW (v) LITOW-index for TOW (u), LILAWAindox for LAW, (wil) MACZFW-%MAC for ZFW (vil) MACTOW-%MAC for TOW (x). MACLAW-S%MAC for LAW (h) Stab Tim (i) Ground stability 6.LODDt ‘Strucural Strength Limis (a) The Structure (b) General Design Limits (c)_ Fuselage Limits Lop 02 LOAD CONTROL-DANGEROUS GOODS ‘Course Description ‘Ths course provides advance knowledge of dangers goods transportation. Prerequisites nla ‘Method of Training ‘Method of Assessment ‘Theoretical Training ‘Theoretical Assessment Duration Topic Number Topic Title 4.LOD02, General philosophy [ 2.LOD02_ Limitations loading restictions, compatiblity rules) I 3.0002 List of Dangerous Gooes | 4.02 | Labeling and marking (ULDs and parcels) '5,LOD02| Recognition of undeclared dangerous goods I 6 LODP2| Sorage and kadng precedures 7.LODI2| Pilotsn-command notification (NOTOC) 8.LODI2_ Provisions for passengers and crew 9.0002 Emergency procedures [DGR Training fo be completed as per requirements specified in current edition of DGR Requirements 1312 “49TH EOMON, sANUARY 2020we Tava Ground Operations Training Program—AHM 1110 Lop 03 LOAD CONTROL-Load Planning and Loadsheet This course provides further step-by-step instruction forall elements of load planning to prepare and CCouse Deseipion issue Loading Insructin/Report, Loadsheet and Balance Char, bung on wnat was learned in Reference Prerequisites GEN 01, LOD 01, LOD 02 ‘Method of Training | Theoretical/Practical Training ‘Method of Assessment | Theoretical/Practical Assessment Duration Topic Number Topic Title 4,L0D03 Load Control and Distribution 2.0003, General Princisles| 3.LODI3 ‘Consequences of improper loading on fight and personnel safety 4.LOD03 Unit Load Devices: 6.LODI3 Aireraft Locations (a) Standard Terminology {b) Designation of Aircraft Holds, Compartments, Net Sections, Bays and Cabin AHMS05 eLoDIs ‘Aircraft Holds Dimensional Limitations on Loading (a) Hoid/Compartment!Loading Position Limits (b) Dimensions {Door Dimensions (i) Height Limitatons {ii)_ Contour Limitations (¢) Aircraft Structural Load Limiations Principles 4G) Arnal oad Limitations ji) Cumulative Lead Limitations (ii) Combined Load Limitatons (iv) Hold Limitations () Compartment imitations (ui) Asymmetrical Load Limitation (a) Floor Loading Limiations i) Contact Load Limitations {W), Point Load Limitations (il) Maximum Gross Weight of ULD (iv). Running Load Limitations (e)_Load Spreading/Shoring 7.LODIS Loading Restraint Systems (a) General Principles (b) Bulk Load fe) ULD Loos (@)_ULD Restaint sysiem {e) Missing 0° Inoperaive Restraints (9) Restraining Load in ULDs Pallets i) Containers (g)_Tie-down Equipment, Rules and Principles aLonns ‘General rules for Load Securing 9.0003 ‘Standard Lasting 10.1093, ‘Securing load by filing by volume. 1.10003) ‘Cabin Loading and Securing/Lashing (Passenger Aircraft) 1313Airport Handling Manual LOAD CONTROL-Load Planning and Loadsheet 12.0003 (a) Aircraft Type Spectic Instructions (b) Carrier Specific Instructions Bulk Loaded Aircraft i) Containerized Aircraft (c)_ Alreraft Leading Principles (i) Preparation Before Loading an Aircraft Cargo Hold Doors i) Anti-ipping Procedures (w) Bulk Loading (W)_ OffLoed Equioment (ui), On-Load Equipment (wil) Seat Loading (vil) ULD Loading {) Load Categories (&) Loading and Off-Loading Priorities (xi). Special Loads {il) Optimum Trim (ail) MulieLeg Fights (d)_ Special Cargo Loading and Securing'Lashing 13.L0D03 +4.L0003 Loading nstustion/Report (2) UR Layout AHM 514 ALM 515 {b). Requirements ancior EDP UR. {¢) UR Preparation (electronic, manual modes) & Release Loading Instructions fi) Communication of Loading Instructions {i)_Offcading Instuctions (4). Responsinlties {e) Signatures {) Finalization of UR {g)_ Input of Deviations {h)_ Processing of Deviations (i) Acknowledgement of Deviatons Load planning-Passengers and baggage (a) Passenger and baggage weights (standard/actualinon standard) {b) Crew weights and crew bag weights (¢) PWR use and calulations (@) Cabin Sections (zones or areas); trim by cabin section, tim by seat row {e) Finalisation of passenger and baggage (f)_ Gate baggage addtion to LRILS 46.000 Fuel Panning a) Blockitiptaxi (b) Density (6) Fuel and optimum 6 (@)_ Non standard fueling (e) Standby and Top up fuel (9) Gross error checks of fuel uplift 16.LOD03, Load & Trim Sneet (2) Load & Tim Sheet Lay-out (©) Requirements Load & Trim Sheet (Balance tablesicharis) {e) EDP Load & Trim Shoot (@) ACARS Load & Trim Sheet {e) Load Shest Preparation (elecronic and manual modes) {).Crosscheck of passenger and baggage and all cargo mail commodities {W)_ Grosseneck ona oaaing repos for LS preparaton {i)_Load sheet completion and release. (0. LMC Procedures {@)_Signatures 1314Ground Operations Training Program—AHM 1110 4.LODo4 This course provides step by step instructons for al elements of Documentation and Messaging GEN 01, LOD 01, LOD 02; LODNS ‘Theoretical/Practical Training ‘Theoratical/Practical Assessment General 2.L0004) Reading and sending standard messages 3.0004 ‘Movement messaging “4.LODD8 ‘Load messaging (i.e, LOM, CPM) 5.LODD4 ULD messaging (ie. CPM/UCM) 6.LODI4 Carrier specific messagng (e.9. UWS) 7.LOD04 ‘Statistical Load Summary (SLS) a.LoDn4 Flight File 9.0004 ‘Operational Fight pian 10.LOD04. ‘Notification to Catpain (NOTOC) 14.LOD04. ‘Spectic Requirements 01H EDITION JANUARY 2020 1315