Alaska Dispatch Study Workflows
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Transcript of Alaska Dispatch Study Workflows
1
Alaska Forestry Services (Region 10)Transportation Dispatch Center Study
Dispatch Center Workflow Analysis
2
Organization of Presentation MaterialDispatcher Priority Hierarchy by Forest
• Summary Content– Dispatcher
• Operations• Activity Models• Productivity Models• Activity Levels
– Tools Use Comparison– Safety Critical Metrics– High level Workflow Comparison
• Workflows Organized by Dispatcher Priority Hierarchy within National Forest– National Forest (Tongass, Chugach)
• Hierarchy of Dispatcher Priorities– Emergencies– Aircraft Operations (flights & floats)– Administrative (boats, personnel radio communications)– Customers in office– Paperwork
• Named workflow processes fall logically within the Dispatcher priorities hierarchy– Provides consistency with and alignment to existing Forestry Service training materials
3
Dispatcher Operations Tongass Hours of Operations and Available Sunlight by Season
12:
00
AM
12:
30
AM
1:0
0 A
M
1:3
0 A
M
2:0
0 A
M
2:3
0 A
M
3:0
0 A
M
3:3
0 A
M
4:0
0 A
M
4:3
0 A
M
5:0
0 A
M
5:3
0 A
M
6:0
0 A
M
6:3
0 A
M
7:0
0 A
M
7:3
0 A
M
8:0
0 A
M
8:3
0 A
M
9:0
0 A
M
9:3
0 A
M
10:
00
AM
10:
30
AM
11:
00
AM
11:
30
AM
12:
00
PM
12:
30
PM
1:0
0 P
M
1:3
0 P
M
2:0
0 P
M
2:3
0 P
M
3:0
0 P
M
3:3
0 P
M
4:0
0 P
M
4:3
0 P
M
5:0
0 P
M
5:3
0 P
M
6:0
0 P
M
6:3
0 P
M
7:0
0 P
M
7:3
0 P
M
8:0
0 P
M
8:3
0 P
M
9:0
0 P
M
9:3
0 P
M
10:
00
PM
10:
30
PM
11:
00
PM
11:
30
PM
12:
00
AM
Tongass Hours of OperationField SeasonApr - Oct
M-F 7:00 am - 6:00 pm
7:00 - 9:00 am 3:00 - 5:30 pmPeak out Peak back
S,S 7:00 am - 5:00 pm
7:00 - 9:00 am 2:00 - 4:30 pmPeak out Peak back
Off SeasonNov - Mar
M-F 7:00 am - 3:30 pm
7:30 - 9 am 1 - 2:30 pmPeak out Peak back
S,S oncall
Sunlight Hrs (Based on Sitka)
JanuaryFebruaryMarchAprilMayJuneJulyAugustSeptemberOctober
November
December
12:
00
AM
12:
30
AM
1:0
0 A
M
1:3
0 A
M
2:0
0 A
M
2:3
0 A
M
3:0
0 A
M
3:3
0 A
M
4:0
0 A
M
4:3
0 A
M
5:0
0 A
M
5:3
0 A
M
6:0
0 A
M
6:3
0 A
M
7:0
0 A
M
7:3
0 A
M
8:0
0 A
M
8:3
0 A
M
9:0
0 A
M
9:3
0 A
M
10:
00
AM
10:
30
AM
11:
00
AM
11:
30
AM
12:
00
PM
12:
30
PM
1:0
0 P
M
1:3
0 P
M
2:0
0 P
M
2:3
0 P
M
3:0
0 P
M
3:3
0 P
M
4:0
0 P
M
4:3
0 P
M
5:0
0 P
M
5:3
0 P
M
6:0
0 P
M
6:3
0 P
M
7:0
0 P
M
7:3
0 P
M
8:0
0 P
M
8:3
0 P
M
9:0
0 P
M
9:3
0 P
M
10:
00
PM
10:
30
PM
11:
00
PM
11:
30
PM
12:
00
AM
Fie
ldO
ffO
ff
4
Dispatcher Operations Chugach Hours of Operations and Available Sunlight by Season
12:
00
AM
12:
30
AM
1:0
0 A
M
1:3
0 A
M
2:0
0 A
M
2:3
0 A
M
3:0
0 A
M
3:3
0 A
M
4:0
0 A
M
4:3
0 A
M
5:0
0 A
M
5:3
0 A
M
6:0
0 A
M
6:3
0 A
M
7:0
0 A
M
7:3
0 A
M
8:0
0 A
M
8:3
0 A
M
9:0
0 A
M
9:3
0 A
M
10:
00
AM
10:
30
AM
11:
00
AM
11:
30
AM
12:
00
PM
12:
30
PM
1:0
0 P
M
1:3
0 P
M
2:0
0 P
M
2:3
0 P
M
3:0
0 P
M
3:3
0 P
M
4:0
0 P
M
4:3
0 P
M
5:0
0 P
M
5:3
0 P
M
6:0
0 P
M
6:3
0 P
M
7:0
0 P
M
7:3
0 P
M
8:0
0 P
M
8:3
0 P
M
9:0
0 P
M
9:3
0 P
M
10:
00
PM
10:
30
PM
11:
00
PM
11:
30
PM
12:
00
AM
Chugach Hours of OperationField SeasonApr - Oct
M-F 7:00 am - 7:00 pm
7:00 - 9:00 am 3:00 - 5:30 pmPeak out Peak back
S,S 7:00 am - 7:00 pm
7:00 - 9:00 am 3:00 - 5:30 pmPeak out Peak back
Off SeasonNov - Mar
M-F Nov until Thanksgiving 8:00 am - 5:00 pm
Closed Thanksgiving to mid-March 8:00 - 9:00 am 2:00 - 4:30 pmPeak out Peak back
S,S Closed
Sunlight Hrs (Based on Anchorage)
JanuaryFebruaryMarchAprilMayJuneJulyAugustSeptemberOctober
November
December
12:
00
AM
12:
30
AM
1:0
0 A
M
1:3
0 A
M
2:0
0 A
M
2:3
0 A
M
3:0
0 A
M
3:3
0 A
M
4:0
0 A
M
4:3
0 A
M
5:0
0 A
M
5:3
0 A
M
6:0
0 A
M
6:3
0 A
M
7:0
0 A
M
7:3
0 A
M
8:0
0 A
M
8:3
0 A
M
9:0
0 A
M
9:3
0 A
M
10:
00
AM
10:
30
AM
11:
00
AM
11:
30
AM
12:
00
PM
12:
30
PM
1:0
0 P
M
1:3
0 P
M
2:0
0 P
M
2:3
0 P
M
3:0
0 P
M
3:3
0 P
M
4:0
0 P
M
4:3
0 P
M
5:0
0 P
M
5:3
0 P
M
6:0
0 P
M
6:3
0 P
M
7:0
0 P
M
7:3
0 P
M
8:0
0 P
M
8:3
0 P
M
9:0
0 P
M
9:3
0 P
M
10:
00
PM
10:
30
PM
11:
00
PM
11:
30
PM
12:
00
AM
Fie
ldO
ffO
ff
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Dispatcher Activity Timing Elapsed Time Per Activity
Emergencies
Manage Emergencies 5 mins - 2 days* 2Emergency Notifications 30 mins 2
Aircraft Operations(flights & floats)
Monitor Environmental Conditions ongoing 30 resourcesMonitor for Contract Compliance 30 mins 4
Dispatch 5 - 10 mins* 30Track Dispatched ongoing 20 - 25
Alert In-Transit & Deployed Personnel 5 - 10 mins* 30Recall In-Transit 5 - 10 mins* 30
Revise Existing Plan 5 mins 3 + ripple effectSchedule New Plan 30 mins 10
Equipment Procurement 10 mins 10Administrative(boats, personnel radio communications)
Overall Daily Operations ongoing NAOpen Dispatch Center 15 mins 1
Track Deployed Field Personnel 3 mins 20Fire Dispatch 1 - 8 hours* 6
Handoff to Another Dispatch Center 20 mins 1Close Dispatch Center 15 mins 1
Telephones
Phones 5 mins 2E-mail 5 mins 2
Sametime 10 mins 3Customers in Office
Revise Existing Plan 5 mins 1Schedule New Plan 5 mins 1
Paperwork
Contract Inspection 1 hour 1Rental Agreement Inspection 1 hour 1
Use & Payment Reporting Data Entry 1 hour 1
* - Depending upon situation type and severity
Time to execute per event
instances 1 person can manage concurrently
6
Dispatcher Productivity Activity Based Capacity and Productivity
• Typical dispatcher activity profile
• All standard and discretionary activity trumped by field events and emergencies
100%
90%
80%
70% Track deployed personnel Track deployed personnel
60%
50%
40% send return
30% Dispatch flight / float Track In Transit Dispatch flight / float
20% Monitor Field Conditions
10% Misc
6:30 AM 7:00 - 9:00 AM 9:00 AM - 3:00 PM 3:00 - 5:30 PM 6:00 PM
Open office Close office
Discretionary Time (Administrative Activities, Paperwork)
7
Dispatcher Productivity Tongass Activity Model
GS-8 GS-7100% 100%
Emergencies 1% 0%
Mange Emergencies 1% 0%Emergency Notifications 0% 0%
Aircraft Operations(flights & floats)
63% 60%Monitor Environmental Conditions 10% 15%
Monitor for Contract Compliance 5% 2%Dispatch 15% 15%
Track Dispatched 20% 20%Alert In-Transit & Deployed Personnel 0% 0%
Recall In-Transit 0% 0%Revise Existing Plan 5% 3%Schedule New Plan 6% 4%
Equipment Procurement 2% 1%Administrative(boats, personnel radio communications)
15% 10%Overall Daily Operations 7% 5%
Open Dispatch Center 1% 1%Track Deployed Field Personnel 1% 1%
Fire Dispatch 5% 2%Handoff to Another Dispatch Center 0% 0%
Close Dispatch Center 1% 1%Telephones
3% 6%
Phones 1% 2%E-mail 1% 2%
Sametime 1% 2%Customers in Office
Revise Existing Plan Schedule New Plan
Paperwork 18% 24%
Contract Inspection 6% 8%Rental Agreement Inspection 6% 8%
Use & Payment Reporting Data Entry 6% 8%
covered above in Aircraft Ops
8
Dispatcher Productivity Tongass Resource Levels
ResourcePlan
Actual11/20007
Planned06/2008
Planned12/2008
Ketchikan Full Time
Seasonal
Full Time 2 1 2
Seasonal 1 1
Petersburg Full TimeSeasonalFull Time 2 1 2Seasonal 1 1
Sitka Full Time 1 0
Seasonal
Full Time 2 1 2
Seasonal 1 1
GS-7
GS-8
GS-7
GS-8
GS-8
GS-7
9
Dispatcher Productivity Chugach Activity Model
GS-9 GS-8 GS-718/8 13/13 13/13
100% 100% 74%
Emergencies 4% 4% 4%Mange Emergencies 1% 1% 1%
Emergency Notifications 1% 1% 1%Recall In-Transit 1% 1% 1%
Alert In-Transit & Deployed Personnel 1% 1% 1%Aircraft Operations(flights & floats) 40% 40% 40%
Monitor Environmental Conditions 5% 5% 5%Monitor for Contract Compliance 5%
Dispatch 20% 20% 20%Track Dispatched
Revise Existing Plan 5% 5% 5%Schedule New Plan 5% 10% 10%
Equipment Procurement
Administrative(boats, personnel radio communications) 21% 36% 10%
Overall Daily Operations 10% 10% 5%Open Dispatch Center 5% 5% 10%
Track Deployed Field Personnel 5% 5% 10%Fire Dispatch 1% 6% 6%
Handoff to Another Dispatch Center 10%Close Dispatch Center
Telephones 25% 20% 20%Phones 15% 15% 15%E-mail 10% 5% 5%
Sametime
Customers in Office covered in the Aircraft OpsRevise Existing Plan Schedule New Plan
Paperwork 10% 0% 0%Contract Inspection
Rental Agreement Inspection Use & Payment Reporting Data Entry 10%
10
Dispatcher Productivity Chugach Resource Levels
ResourcePlan
Actual11/20007
Planned06/2008
Planned12/2008
Anchorage Full Time 1 0SeasonalFull TimeSeasonalFull Time 3 1 2 2SeasonalFull Time 1 1Seasonal
Cordova Full TimeSeasonalFull Time 3SeasonalFull Time 1 1 1Seasonal
GS-6
GS-7
GS-8
GS-9
GS-7
GS-8
GS-9
11
Dispatcher Activity LevelsBy Dispatch Center and Season
• Level of Activity by Center and Season
Based on 04/05 dataDispatch Event = 1 leg of a round trip, from dispatch to landing
Hours of Operation Hrs of SunAircraft Volume
Helicopter Volume
Boat Volume Hours of Operation Hrs of Sun
Aircraft Volume
Helicopter Volume
Boat Volume
Ketchikan2,738
Dispatch Events
750Dispatch Events
991Dispatch Events
660Dispatch Events
185Dispatch Events
122Dispatch Events
Petersburg1908
Dispatch Events
683Dispatch Events
962Dispatch Events
198Dispatch Events
21Dispatch Events
100Dispatch Events
Sitka2,225
Dispatch Events
688Dispatch Events
955Dispatch Events
345Dispatch Events
36Dispatch Events
104Dispatch Events
Ch
ug
ach
Anchorage
M-F 7am - 7pmSS 7am - 7pm
11 - 19.5 M-F 8 - 5 until 11/25Closed
6 - 13
Insufficient data Insufficient data
M-F 7am - 6pmSS 7am - 5pm
10 - 18M-F 7am - 3:30pm
SS oncall7.5 - 12
To
ng
ass
Winter (Off)Season November - March
Summer (Field) SeasonApril – October
12
Tools Use ComparisonDegree of Leverage
• Level of Use (High, Medium, Low) of Available Tools
Tools Tongass
(H-M-L)
Chugach
(H-M-L)
Paper flight strips H H
Paper logs and forms H H
Electronic (Chugach Statusboard) logs and forms - H
Analog radio H L
IP radio L H
Dispatch Messenger Service (DMS) web Email M-L L
Notes email L H
Automated Flight Following (AFF) M H
Resource Ordering & Status System (ROSS) M M
Sametime IM H L
Web resources H H
13
Safety Critical MetricsMeasures that Demonstrate Safety in Dispatcher Operations
• Emphasis is on “Safety First”, but what are the discrete measure that ensure and prove safety?
• But no clear safety or risk metrics are defined, measured, and tracked• Summary data provided in narrative form annually• Any metrics tracking would require electronic data capture• Potential Metrics
– # or % of miss-planned flights/floats by reason (indicating safety/risk levels)
– # or % incidents by reason (indicating safety/risk levels)
– # or % cancelled flights by reason (indicating safety/risk levels)
14
Overall Workflow Comparison
• Different centers performed roughly the same task, with different emphasis depending upon the level of activity (flight, float, field tracking)
• Activity tracking tools varied from – totally manual (pencil & paper) to
– partially automated (new workgroup application)
• Activity tracking tools dictated the level of visibility to and analysis of activity in each center – Paper based tools (flight strips, whiteboards, paper logs) inhibited information sharing, data
collection/analysis
– Simple electronic tools (worksheets, email, web pages) enabled information sharing between centers and providing basic data collection/analysis
– Advanced electronic tool (workgroup application) promoted information sharing between centers and enabled more advanced data collection/analysis
Workflow Activities Dispatcher Planning & Activity Logging Tools
Overall Generally the same across Dispatch Centers, different emphasis based on levels of activity
High Degree of Variation, ranged from paper to workgroup application
Tongass Emphasis on floats then flights then field Primarily paper logs and on-wall whiteboards
Chugach Emphasis on fire then field then flights then floats Emphasis on use of Statusboard, a new electronic workgroup based application with full flight/float/event tracking capability (paper, whiteboards backups remain in place)
Statusboard facilitates Anchorage to Cordova Center to Center handoff
15
Tongass(Ketchikan, Sitka, Petersburg)
Workflow Diagramsby Dispatcher Priority Hierarchy
16
• Emergencies– Manage Emergencies– Emergency Notifications
• Aircraft Operations (flights & floats)– Monitor Environmental Conditions– Monitor for Contract Compliance– Dispatch– Track Dispatched– Alert In-Transit & Deployed Personnel – Recall In-Transit– Revise Existing Plan– Schedule New Plan– Equipment Procurement
• Administrative (boats, personnel radio communications)– Overall Daily Operations– Open Dispatch Center– Track Deployed Field Personnel– Fire Dispatch– Handoff Operations to Another Dispatch Center– Close Dispatch Center
• Telephones– Phones– E-mail– Sametime
• Customers in office– Revise Existing Plan– Schedule New Plan
• Paperwork– Contract Inspection– Rental Agreement Inspection– Use & Payment Reporting Data Entry
TongassWorkflow Diagrams Outline
17
• Emergencies– Manage Emergencies– Emergency Notifications
TongassEmergencies Workflow Diagrams
18
Tongass
Manage Emergencies
Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
EmergencyOccurs
False
True
HelicopterIncident or
Accident
False
True
AircraftIncident or
Accident
False
True
Manage Helicopter
Emergency Workflow
Manage Helicopter
Emergency Workflow
Manage Aircraft Emergency Workflow
Manage Aircraft Emergency Workflow
BoatIncident orAccident
False
True Manage Boat Emergency Workflow
Manage Boat Emergency Workflow
HazardousMaterialsIncident
False
TrueManage
Hazardous Materials
Emergency Workflow
Manage Hazardous Materials
Emergency Workflow
TsunamiIncident
False
True Manage Tsunami Emergency Workflow
Manage Tsunami Emergency Workflow
FieldIncident or
Accident
False
True Manage Field Emergency Workflow
Manage Field Emergency Workflow
Determine Nature of
Emergency
Dispatcher
19
Tongass
Aircraft Emergency Notification
Aircraft Incident / Accident Occurs
Start Incident Log
Overdue AircraftBird StrikeLightning StrikeMaydaySmoke in CockpitMalfunctionAero Medical ProblemPilot/Passenger Unsafe AttitudeViolation Pilot Duty LimitationsViolation Fed Aviation RegulationsJettison or Loss of Cargo/EquipmentEngine MalfunctionNear Miss
Conduct Search & Rescue
As Directed Based on Circumstances
Incident / Accident
Concludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate Plan
of Action
Notify as Needed-Other Dispatch CentersForest Aviation Officer (FAO)Flight Services/FAAAirport ManagerVendorField CampsOther AircraftVesselsCoast GuardTrooper/PoliceHospitalAmbulanceFire Department
Regional Aviation OfficerForest Supervisor and Forest EngineerDistrict RangerAdministrative OfficerContractor/Owner of AircraftLaw EnforcementContracting OfficerPAO (Public Affairs Officer)
Next of Kin (case of death)
Incident Log
Flight Strip
Complete Incident Log
Incident Log
SignificantEnough
For Incident Log
False
True
Dispatcher Forest Aviation Officer (FAO)
Dispatcher
20
Tongass
Helicopter Emergency Notification
Helicopter Incident / Accident Occurs
Start Incident Log
Overdue HelicopterBird StrikeLightning StrikeMaydaySmoke in CockpitMalfunctionMedical ProblemPilot/Passenger Unsafe AttitudeViolation Pilot Duty LimitationsViolation Fed Aviation RegulationsJettison or Loss of Cargo/EquipmentEngine MalfunctionNear Miss
Conduct Search & Rescue
As Directed Based on Circumstances
Incident / Accident
Concludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate Plan
of Action
Incident Log
Flight Strip
Complete Incident Log
Incident Log
SignificantEnough
For Incident Log
False
True
Notify as Needed-Other Dispatch CentersForest Aviation Officer (FAO)Flight Services/FAAAirport ManagerVendorField CampsOther AircraftVesselsCoast GuardTrooper/PoliceHospitalAmbulanceFire Department
Regional Aviation OfficerForest Supervisor and Forest EngineerDistrict RangerAdministrative OfficerContractor/Owner of AircraftLaw EnforcementContracting OfficerPAO (Public Affairs Officer)
Next of Kin (case of death)
Dispatcher Forest Aviation Officer (FAO)
Dispatcher
21
Tongass
Boat Emergency Notification
Boat Incident / Accident Occurs
Start Incident
Log
Injured PersonOverdue/LostVehicle IncidentBoat Incident
Conduct Search & Rescue
As Directed Based on Circumstances
Incident / Accident
Concludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate
Plan of Action
Notify as Needed- District Ranger staffVesselsCoast GuardTrooper/PoliceHospitalAmbulanceFire DepartmentLaw Enforcement
Incident Log
Flight Strip
Complete Incident Log
Incident Log
Search & RescueInitiated
False
TrueSignificant
EnoughFor
Incident Log
False
True
Dispatcher District RangerDistrict Safety Officer
Dispatcher
22
Tongass
Field Emergency Notification
Field Incident / Accident Occurs
Start Incident
Log
Injured PersonOverdue/LostVehicle IncidentBoat Incident
Conduct Search & Rescue
As Directed Based on Circumstances
Incident / Accident
Concludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate
Plan of Action
Incident Log
Complete Incident Log
Incident Log
Search & RescueInitiated
False
True
Notify as Needed- District Ranger staffVesselsCoast GuardTrooper/PoliceHospitalAmbulanceFire DepartmentLaw Enforcement
Dispatcher District RangerDistrict Safety Officer
District Ranger or Staff Officer Have Authority to
Initiate S&R
SignificantEnough
For Incident Log
False
True
Dispatcher
23
Tongass
Hazardous Materials Emergency Notification
Hazardous Materials Spill
Reported
Start Incident Log
Incident / Accident
Concludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate Plan
of Action
Notify as Needed-Hazardous Materials CoordinatorAlt Hazardous Materials CoordinatorDistrict Safety OfficerDistrict RangerLaw Enforcement OfficerPatrol Captain
Incident Log
Complete Incident Log
Incident Log
Track Progress & Log Activities
Dispatcher District RangerDistrict Safety Officer
SignificantEnough
For Incident Log
False
True
Dispatcher
24
Tongass
Tsunami Emergency Notification
Tsunami Reported
Start Incident Log
TsunamiConcludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate Plan
of Action
Notify as Needed-CampsField CrewsBoatsAircraftIncident Log
Complete Incident Log
Incident Log
Provide Information & Instructions
Aircraft Stay AirborneBoats to Deep WaterCamps to Remove Vehicles to High GroundTake survival equipment as time allows, radios, sleeping bags, shelter, food, water, clothing, first aid equipment, etc.Monitor Radio for Updates
SignificantEnough
For Incident Log
False
True
Dispatcher
25
• Aircraft Operations (flights & floats)– Monitor Environmental Conditions– Monitor for Contract Compliance– Dispatch– Track Dispatched– Alert In-Transit & Deployed Personnel– Recall In-Transit– Revise Existing Plan– Schedule New Plan– Equipment Procurement
TongassAircraft Operations Workflow Diagrams
26
Tongass
Monitor Environmental Conditions
Monitoring All Radio
Transmissions
Alert In-Transit & Dispatched Personnel Workflow
Alert In-Transit & Dispatched Personnel Workflow
Periodically Checking Web
Resources
Dispatcher
Radio EquipmentIP Radio
Automated Flight Following (AFF)
Web Resources
ConditionsBecome
Unfavorable
False
True
Recall In-Transit Workflow
Recall In-Transit Workflow
27
Tongass
Monitor Contract Compliance
Periodically Review Performance to
Contract Compliance Policies
Log and Report Compliance Issues
Dispatcher
Compliance IssuesExist
False
True Compliance IssuesExist
False
TrueAlert Contractor and
Remediate Compliance Issues
Contract Documents
Compliance Log
28
Tongass
Dispatch Aircraft
Validates Flight Plan
Contact Dispatch
and Confirm Mission
DispatcherAircraft Pilot
Dispatch Aircraft
Track Dispatched
Aircraft Workflow
Track Dispatched
Aircraft Workflow
Record Return
Add to Field
Personnel Tracking
Weather
Schedule for Future
Revise Plan
Details
Create Plan for
Immediate Use
Aircraft Flight Schedule
Aircraft Flight Plan
Flight Planin Order
False
True
Flight PlanExist
False
True
ResourcesAvailable
False
True
ConditionsMeet PolicyStandards
False
True PersonnelRemaining
In Field
False
TrueCheck Flight
Conditions
Monitor Weather for
Improvement
Weather DoesNot Improve
False
True
29
Tongass
Dispatch Helicopter
Validates Flight Plan
Contact Dispatch
and Confirm Mission
DispatcherHelicopter Pilot
Dispatch Helicopter
Track Dispatched Helicopter Workflow
Track Dispatched Helicopter Workflow
Record Return
Add to Field
Personnel Tracking
Weather
Schedule for Future
Revise Plan
Details
Helicopter Flight Plan
Flight Planin Order
False
True
Flight PlanExist
False
True
ConditionsMeet PolicyStandards
False
True PersonnelRemaining
In Field
False
TrueCheck Flight
Conditions
Helicopter Flight Schedule
HelicopterManager
Helicopter Manager or certified helicopter safetyresource must perform
preflight and go with theHelicopter
Monitor Weather for
Improvement
Weather DoesNot Improve
False
True
30
Tongass
Dispatch Boat
Validates Float Plan
Activate Float Plan
DispatcherBoat Pilot
Dispatch Float
Track Dispatched
Boat Workflow
Track Dispatched
Boat Workflow
Record Return
Add to Field
Personnel Tracking
Weather
Schedule for Future
Revise Plan
Details
Create Plan for
Immediate Use
Float Planin Order
False
True
Float PlanExist
False
True
ResourcesAvailable
False
True
ConditionsMeet PolicyStandards
False
True PersonnelRemaining
In Field
False
TrueCheck Float
Conditions
Boat Float Plan
Boat Float Schedule
Monitor Weather for
Improvement
Weather DoesNot Improve
False
True
31
Tongass
Track Dispatched Aircraft
Dispatch Aircraft
Workflow
Dispatch Aircraft
Workflow
En-Route Aircraft
Checks-In Every 30 Minutes
Check-In15-30 Minutes
Overdue
False
TrueDispatcher Attempts
to Contact Flight
OR deviation from normal route,Unusual weather, Abnormal Flight Occurrence
Plotter Plan and Flight Strips Updated
Dispatcher UsesRadioAFFOther Dispatched Resources
DispatcherContacts
Flight
False
True
Flight ArrivesAt Destination
False
True Record Arrival
Aircraft Incident
Workflow
Aircraft Incident
Workflow
Return Transportation
service Requested
In-Field Activity Occurs
Dispatcher
32
Tongass
Track Dispatched Helicopter
Dispatch Helicopter Workflow
Dispatch Helicopter Workflow
En-Route Helicopter Checks-In Every 15 Minutes
Check-In15-30 Minutes
Overdue
False
TrueDispatcher Attempts
to Contact Helicopter
OR deviation from normal route,Unusual weather, Abnormal Flight Occurrence
Plotter Plan and Flight Strips Updated
Dispatcher UsesRadioAFFOther Dispatched Resources
DispatcherContactsHelicopter
False
True
HelicopterArrives
At Destination
False
True Record Arrival
Helicopter Incident
Workflow
Helicopter Incident
Workflow
Return Transporta
tion Service
Requested
In-Field Activity Occurs
Dispatcher
33
Tongass
Track Dispatched Boat
Dispatch Boat
Workflow
Dispatch Boat
Workflow
En-Route Boat
Checks-In Every 30 Minutes
Check-In15-30 Minutes
Overdue
False
TrueDispatcher Attempts
to Contact Boat
OR deviation from normal route,Unusual weather, Abnormal Flight Occurrence
Plotter Plan and Flight Strips Updated
Dispatcher UsesRadioOther Dispatched Resources
DispatcherContacts
Boat
False
True
BoatArrives
At Destination
False
True Record Arrival
Field Incident
Workflow
Field Incident
Workflow
Return Float
Following Coverage Requested
In-Field Activity Occurs
Dispatcher
34
Tongass
Alert In-Transit & Deployed Personnel
Conditions Arise Requiring that In-
Transit & Field Personnel are Alerted
Alert Other Dispatch Centers
Analog RadioIP RadioSametimeTelephoneFax
Weather changes with possibility of field impactDeployed resources report activities impacting other field resources (blasting in flight zone)
Alert In-Transit & Deployed Personnel
Analog RadioIP Radio
Field PersonnelContacted
False
True
Field PersonnelAlerted within
AllowedTimeframe
False
True
Contact Other Nearby Flights, Floats, Field Camps as Conduit to
Field Personnel
Manage Emergencies
Workflow
Manage Emergencies
Workflow
Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Convey Conditions
Record Alert Event Details
Recall Event Log
Flight Strip
HandoffSituation
False
True
Dispatcher
35
Tongass
Recall In-Transit Aircraft
Conditions Arise
Requiring In-Transit Recall
Record Recall Event
Details
Severe WeatherAircraft Incident
Alert Other Dispatch Centers
Analog RadioIP RadioSametime
Field PersonnelContacted
False
True
Field PersonnelContact within
AllowedTimeframe
False
True
Contact Other Nearby Flights, Floats, Field Camps as Conduit to
Field Personnel
Manage Emergencies
Workflow
Manage Emergencies
Workflow
Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Provide Recall Instructions
Contact In-Transit & Deployed Personnel
Analog RadioIP Radio
TelephoneFax
Recall Event Log
Flight Strip
Complete Recall Event
Details
Recall Event Log
Flight Strip
HandoffSituation
False
True
Dispatcher
36
Tongass
Revise Existing Aircraft Flight Plan
Revision Required
Change of PlansConditions Change
Aircraft Flight Schedule
Procure AirplaneWorkflow
Procure AirplaneWorkflow
Aircraft Flight Re-Scheduled
Aircraft Flight
Analysis and Re-
Planning
Value Added FunctionDispatcher Revised and Re-Optimizes the Plan
Revised Aircraft
Flight Plan Created
Aircraft Flight Plan
Revised Aircraft Flight
Plan Communicated
Procure EquipmentWorkflow
Procure EquipmentWorkflow
Dispatcher
Modify AircraftAssignment
False
True ModifyEquipment
False
True
37
Tongass
Revise Existing Helicopter Flight Plan
Revision Required
Change of PlansConditions Change
Procure HelicopterWorkflow
Procure HelicopterWorkflow
Helicopter Flight Re-Scheduled
Helicopter Flight
Analysis and Re-
Planning
Value Added FunctionHelicopter Manager
Revised and Re-Optimizes the Plan
Revised Helicopter Flight Plan
Created
Revised Helicopter Flight Plan
Communicated
Procure EquipmentWorkflow
Procure EquipmentWorkflow
Helicopter Manager
Modify HelicopterAssignment
False
True ModifyEquipment
False
True
Helicopter Flight Plan
Helicopter Flight Schedule
38
Tongass
Revise Existing Boat Float Plan
Revision Required
Change of PlansConditions Change
Procure Boat
Workflow
Procure Boat
Workflow
Boat Float Re-
Scheduled
Boat Float Analysis and Re-
Planning
Most Boat Float Plans are revised by Boat Operator;
Dispatch primarily tracks/monitors
Revised Boat Float
Plan Created
Revised Boat Float Plan
Communicated
Procure EquipmentWorkflow
Procure EquipmentWorkflow
Dispatcher
Modify BoatAssignment
False
True ModifyEquipment
False
True
Boat Float PlanBoat Float Schedule
Boat Operator
39
Tongass
Schedule New Aircraft Flight Plan
New Aircraft Flight
Reservation Submitted
EmailTelephoneWalk-Ins
Aircraft Flight Schedule
Procure AirplaneWorkflow
Procure AirplaneWorkflow
Aircraft Flight
Scheduled
Aircraft Flight
Analysis and
Planning
Value Added FunctionDispatcher Optimizes the
Plan
New Aircraft
Flight Plan Created
Aircraft Flight Plan
Finalized Aircraft Flight
Plan Communicated to Requestor
Procure EquipmentWorkflow
Procure EquipmentWorkflow
Dispatcher
Aircraft Requestor
40
Tongass
Schedule New Helicopter Flight Plan
New Helicopter
Flight Reservation Submitted
EmailTelephoneWalk-Ins
Procure Helicopter Workflow
Procure Helicopter Workflow
Helicopter Flight
Scheduled
Helicopter Flight
Analysis and
Planning
Value Added FunctionHelicopter Manager Optimizes the Plan
New Helicopter Flight Plan
Created
Finalized Flight Helicopter
Plan Communicated to Requestor
Procure EquipmentWorkflow
Procure EquipmentWorkflow
HelicopterManager
Helicopter Flight Plan
Helicopter Flight Schedule
Helicopter Requestor
41
Tongass
Schedule New Boat Float Plan
New Boat Float Plan Submitted
EmailTelephoneWalk-Ins
Procure Boat
Workflow
Procure Boat
Workflow
Boat Float Scheduled
Boat Float Analysis
and Planning
New Boat Float Plan Created
Finalized Boat Float Plan
Communicated to Requestor
Procure EquipmentWorkflow
Procure EquipmentWorkflow
Dispatcher
Most Boat Float Plans are made before contacting
Dispatch; Dispatch primarily tracks/monitors
Boat Operator
Boat Float PlanBoat Float Schedule
42
Tongass
Equipment Procurement (Aircraft, Helicopter, Boat)
Equipment Request
Check Availability of
Owned Resources
ResourcesAvailable
False
True
Check Availability Of
Contracted Resources
Book Resources & Incorporate into Flight/Float Plan
Check Availability of
Rental Resources
ResourcesAvailable
False
True
Contract Documents
Boat Operators and Fleet Managers Procure Boats
Dispatcher
Boat Operator
43
• Administrative (boats, personnel radio communications)– Overall Daily Operations– Open Dispatch Center– Track Deployed Field Personnel– Fire Dispatch– Handoff Operations to Another Dispatch Center– Close Dispatch Center
TongassAdministrative Workflow Diagrams
44
Tongass
Overall Daily Operations
Enter Facility
Turn on Equipment
Announce that
Dispatch is Open
Verify Today's
Schedule
Log into Applications
Process Flight &
Float Requests
Actively Monitor Conditions(Weather, Field Communications, etc)
Announce that
Dispatch is Closed
Exit Dispatch Center
Process Paperwork
Monitor Flights,
Floats, Field Personnel
Create Tomorrow’s Schedule
Respond to Emergencies(Fire, Flight/Float/Field Incidents, etc)
Dispatch Flights &
Floats
Record Returns of Flights &
Floats
Dispatcher
Radio EquipmentWorkstations
IP RadioLotus Notes EmailSametimeDispatch Messenger Service (DMS) web EmailAutomated Flight Following (AFF)
Web Resources
Large Paper Schedule SheetPaper Dispatch StripsWhiteboard Field Personnel
Print and post other centers’ schedules
Turn off Equipment
Log Off Applications
Large Schedule SheetDispatch Strips
Create Excel Schedule and send to other Tongass centers via DMS
45
Tongass
Open Dispatch Center
Enter Facility
Turn on Equipment
Announce that
Dispatch is Open
Verify Today's
Schedule
Log into Applications
Dispatcher
Radio EquipmentWorkstations
IP RadioLotus Notes EmailSametimeDispatch Messenger Service (DMS) web EmailAutomated Flight Following (AFF)
Web Resources
Large Paper Schedule SheetPaper Dispatch StripsWhiteboard Field Personnel
Print and Post other centers’ schedulesFax schedule to contract providers
46
Tongass
Track Deployed Field Personnel
Open DispatchCenter
Workflow
Open DispatchCenter
Workflow
Field Personnel AM Check-
In
Check-In30 -60 Minutes
Overdue
False
True
Dispatcher Attempts
to Contact Field
Personnel
In-Field PersonnelBoard Updated
Dispatcher UsesRadioOther Dispatched Resources
DispatcherContacts
Field Personnel
False
True
Field Incident
Workflow
Field Incident
Workflow
Field Personnel PM Check-
In
Close Dispatch Center
Workflow
Close Dispatch Center
Workflow
In-Field Activity Occurs
Dispatcher
47
Tongass
Local Fire DispatchType 4 & 5 Fires
Fire Reported
Fire Incident
Log Completed
IC & FMO Request
ResourcesFrom Adjoining
Ranger Districts
FMO & ICCoordinates Local Fire Response
District FMO
FireExtinguished
False
True
Aircraft Dispatcher
Fire can beManaged by
Local Resources
False
True Fire Incident
Log Started
Fire Incident
Log Updated
Fire IncidentFire Incident
Fire Incident
Fire IncidentFire Incident
Fire Incident
District Receptionist
Dispatch Center Coordinates
Transportation
Type 4 or 5 IC
Type 4 & 5 fires require no involvement of Dispatch
Centers Except for Transportation
FireEscalatesBeyond
Local Response
False
True
Fire Type Key5 - Can be extinguished by one single resource4 - Can be extinguished by several single resources3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions2 – Larger & more complex1 – Largest & most complex
48
Tongass
Fire Dispatch via ROSSLocal TYPE 3,2,&1
Local Fire Escalates to Type 3,2,&1
ROSS Information
Updated
Request for Remote Fire Resources
Initiated
Fire Dispatcher IADP
Fire Incident
Logged into ROSS
Fire Incident Sheets
Completed
Fire Incident
information is passed to
Fire Dispatch
FireExtinguished
False
True
Fire Incident Sheets
Updated
ROSS Incident Closed
Fire Dispatcher
Coordinates Response
Fire IncidentFire IncidentFire Incident
Fire Incident
ROSS
ROSS
ROSS
Chugach National Forest
Provides Resources
Resources Ordered from
AICC
FMO
Type 3 IC
IADP Certification Required
Valued added: Training is Focused on ALL-Risk Management, not Just
Fire Dispatch Request Escalates Beyond
Capabilities Of IADPExpanded dispatch is set upEDRC,EDSD, EDSP,CORD
ResourcesOrdered
Direct from local
False
True
Fire Type Key5 - Can be extinguished by one single resource4 - Can be extinguished by several single resources3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions2 – Larger & more complex1 – Largest & most complex
Additional Terms/Roles KeyROSS - Resource Ordering and Status SystemIADP - Initial Attack DispatcherEDRC - Expanded Dispatch RecorderEDSD - Expanded Dispatch Support DispatcherEDSP - Expanded Dispatch Supervisory DispatcherCORD - CoordinatorIC - Incident CommanderFMO - Fire Management Officer
49
Tongass
Remote Fire Resource Request via ROSSFrom Chugach directly
or AICC for National Deployment
Remote Request for
Fire Resources Via ROSS
ROSS Information
Updated
ResourcesAvailable
False
True
EDRC / EDSD
EDRC / EDSD Certification Required
Valued added: Training is Focused on ALL-Risk Management, not Just Fire
Dispatch
Determine/Confirm
Resource Availability
Fire Incident Management Tracked at
Remote Site
ROSS Pre-identifies
Fire Response Resources
ROSS Incident Closed
Resources Dispatched via ROSS
Based on skills
ROSS Request Declined
FireExtinguished
False
True
ResourcesAllocationChanges
False
TrueROSS
ROSS
ROSS ROSS
AICC & Chugach
FMO
Additional Terms/Roles KeyROSS - Resource Ordering and Status SystemIADP - Initial Attack DispatcherEDRC - Expanded Dispatch RecorderEDSD - Expanded Dispatch Support DispatcherEDSP - Expanded Dispatch Supervisory DispatcherCORD - CoordinatorIC - Incident CommanderFMO - Fire Management Officer
50
Tongass
Close Office
Verify All Flight, Floats,
Personnel Accounted For
Turn Off Equipment
Announce that
Dispatch is Closed
Exit Dispatch Center
Log Out of Applications
Dispatcher
Radio EquipmentWorkstations
IP RadioLotus Notes EmailSametimeDispatch Messenger Service (DMS) web EmailAutomated Flight Following (AFF)
Web Resources
51
Tongass
Handoff Operations to Another Dispatch Center
Event Occurs Requiring Handoff
Control Is Passed to Handoff Center
Information is Conveyed to Handoff
Center
Dispatcher
Analog RadioIP RadioTelephoneFax
EventResolves
False
TrueControl Is Passed to Originating
Center
Information is Conveyed to Originating
Center
Analog RadioIP RadioTelephoneFax
Handoff Center Manages
Originating Center Activity
52
• Telephones– Phones– E-mail– Sametime
TongassTelephones Workflow Diagrams
53
Tongass
Phones, E-mail, Sametime
PhoneRings
False
True Take and Close Call
Dispatcher
Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
SametimeMessageArrives
False
True
EmailExists
False
TruePeriodically Check for
Respond to
Sametime Message
Respond to Email Message
Actively Monitor phone
Actively Monitor
Sametime
54
• Customers in office– Revise Existing Plan– Schedule New Plan
Plan Management is also represented under Aircraft Management (flights and floats) here
TongassCustomers in Office Workflow Diagrams
55
• Paperwork– Contract Inspection– Rental Agreement Management– Use & Payment Reporting Data Entry
TongassPaperwork Workflow Diagrams
56
Tongass
Contract Inspection(Owned, Leased, and Contracted Aircraft, Helicopter)
Quantify & Validate Demand
Choose Vendors & Validate
Contract Terms
Meets ForestryRequirements
False
True Negotiate Terms
Contract Documents
Record Contract Usage
Instructions
Pilot CertificationEquipment CertificationFlight Availability/Commitment
Annual Contract Review
Dispatcher
There is an obligation associated with the contracts
57
Tongass
Rental Agreement Inspection (Aircraft, Helicopter)
Annual Rental Review
Choose Vendors &
Validate Rental Terms
Meets ForestryRequirements
False
True Negotiate Terms
Contract Documents
Record Rental Usage
Instructions
Pilot CertificationEquipment CertificationFlight/Float Availability
There is no obligation associated with the rentals
Dispatcher
58
Tongass
Use & Payment Reporting Data Entry
Use & Accounting Data is Collected and
Validated
Data is Entered into Excel Spreadsheets for Reporting and Analysis
Use Information is Synthesized into
Final Report
Dispatcher
Use Report
Data is Entered into Aviation Business
Management System for Payment
Sent for Payment
59
Chugach(Anchorage, Cordova)
Workflow Diagramsby Dispatcher Priority Hierarchy
60
• Emergencies– Manage Emergencies– Emergency Notifications
• Aircraft Operations (flights & floats)– Monitor Environmental Conditions– Monitor for Contract Compliance– Dispatch– Track Dispatched– Alert In-Transit & Deployed Personnel– Recall In-Transit– Revise Existing Plan– Schedule New Plan– Equipment Procurement
• Administrative (boats, personnel radio communications)– Overall Daily Operations– Open Dispatch Center– Track Deployed Field Personnel– Fire Dispatch– Handoff Operations to Another Dispatch Center– Close Dispatch Center
• Telephones– Phones– E-mail– Sametime
• Customers in office– Revise Existing Plan– Schedule New Plan
• Paperwork– Contract Inspection– Rental Agreement Inspection– Use & Payment Reporting Data Entry
ChugachWorkflow Diagrams Outline
61
• Emergencies– Manage Emergencies– Emergency Notifications
ChugachEmergencies Workflow Diagrams
62
Chugach
Manage Emergencies
Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
EmergencyOccurs
False
True
HelicopterIncident or
Accident
False
True
AircraftIncident or
Accident
False
True
Manage Helicopter
Emergency Workflow
Manage Helicopter
Emergency Workflow
Manage Aircraft Emergency Workflow
Manage Aircraft Emergency Workflow
BoatIncident orAccident
False
True Manage Boat Emergency Workflow
Manage Boat Emergency Workflow
HazardousMaterialsIncident
False
TrueManage
Hazardous Materials
Emergency Workflow
Manage Hazardous Materials
Emergency Workflow
TsunamiIncident
False
True Manage Tsunami Emergency Workflow
Manage Tsunami Emergency Workflow
FieldIncident or
Accident
False
True Manage Field Emergency Workflow
Manage Field Emergency Workflow
Determine Nature of
Emergency
Dispatcher
63
Chugach
Aircraft Emergency Notification
Aircraft Incident / Accident Occurs
Start Incident Log
Overdue AircraftBird StrikeLightning StrikeMaydaySmoke in CockpitMalfunctionAero Medical ProblemPilot/Passenger Unsafe AttitudeViolation Pilot Duty LimitationsViolation Fed Aviation RegulationsJettison or Loss of Cargo/EquipmentEngine MalfunctionNear Miss
Conduct Search & Rescue
As Directed Based on Circumstances
Incident / Accident
Concludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate Plan
of Action
Notify as Needed-Other Dispatch CentersForest Aviation Officer (FAO)Flight Services/FAAAirport ManagerVendorField CampsOther AircraftVesselsCoast GuardTrooper/PoliceHospitalAmbulanceFire Department
Regional Aviation OfficerForest Supervisor and Forest EngineerDistrict RangerAdministrative OfficerContractor/Owner of AircraftLaw EnforcementContracting OfficerPAO (Public Affairs Officer)
Next of Kin (case of death)
Incident Log
Flight Strip
Complete Incident Log
Incident Log
SignificantEnough
For Incident Log
False
True
Dispatcher Forest Aviation Officer (FAO)
Chugach Statusboard Chugach Statusboard
Dispatcher
64
Chugach
Helicopter Emergency Notification
Helicopter Incident / Accident Occurs
Start Incident Log
Overdue HelicopterBird StrikeLightning StrikeMaydaySmoke in CockpitMalfunctionMedical ProblemPilot/Passenger Unsafe AttitudeViolation Pilot Duty LimitationsViolation Fed Aviation RegulationsJettison or Loss of Cargo/EquipmentEngine MalfunctionNear Miss
Conduct Search & Rescue
As Directed Based on Circumstances
Incident / Accident
Concludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate Plan
of Action
Incident Log
Flight Strip
Complete Incident Log
Incident Log
SignificantEnough
For Incident Log
False
True
Notify as Needed-Other Dispatch CentersForest Aviation Officer (FAO)Flight Services/FAAAirport ManagerVendorField CampsOther AircraftVesselsCoast GuardTrooper/PoliceHospitalAmbulanceFire Department
Regional Aviation OfficerForest Supervisor and Forest EngineerDistrict RangerAdministrative OfficerContractor/Owner of AircraftLaw EnforcementContracting OfficerPAO (Public Affairs Officer)
Next of Kin (case of death)
Dispatcher Forest Aviation Officer (FAO)
Chugach Statusboard Chugach Statusboard
Dispatcher
65
Chugach
Boat Emergency Notification
Boat Incident / Accident Occurs
Start Incident
Log
Injured PersonOverdue/LostVehicle IncidentBoat Incident
Conduct Search & Rescue
As Directed Based on Circumstances
Incident / Accident
Concludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate
Plan of Action
Notify as Needed- District Ranger staffVesselsCoast GuardTrooper/PoliceHospitalAmbulanceFire DepartmentLaw Enforcement
Complete Incident Log
Search & RescueInitiated
False
TrueSignificant
EnoughFor
Incident Log
False
True
Dispatcher District RangerDistrict Safety Officer
Incident Log
Flight Strip
Incident Log
Chugach Statusboard Chugach Statusboard
Dispatcher
66
Chugach
Field Emergency Notification
Field Incident / Accident Occurs
Start Incident
Log
Injured PersonOverdue/LostVehicle IncidentBoat Incident
Conduct Search & Rescue
As Directed Based on Circumstances
Incident / Accident
Concludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate
Plan of Action
Complete Incident Log
Search & RescueInitiated
False
True
Notify as Needed- District Ranger staffVesselsCoast GuardTrooper/PoliceHospitalAmbulanceFire DepartmentLaw Enforcement
Dispatcher District RangerDistrict Safety Officer
District Ranger or Staff Officer Have Authority to
Initiate S&R
SignificantEnough
For Incident Log
False
True
Incident Log
Flight Strip
Incident Log
Chugach Statusboard Chugach Statusboard
Dispatcher
67
Chugach
Hazardous Materials Emergency Notification
Hazardous Materials Spill
Reported
Start Incident Log
Incident / Accident
Concludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate Plan
of Action
Notify as Needed-Hazardous Materials CoordinatorAlt Hazardous Materials CoordinatorDistrict Safety OfficerDistrict RangerLaw Enforcement OfficerPatrol Captain
Incident Log
Complete Incident Log
Incident Log
Track Progress & Log Activities
Dispatcher District RangerDistrict Safety Officer
SignificantEnough
For Incident Log
False
True
Chugach Statusboard Chugach Statusboard
Dispatcher
68
Chugach
Tsunami Emergency Notification
Tsunami Reported
Start Incident Log
TsunamiConcludes
False
True Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Develop Immediate Plan
of Action
Notify as Needed-CampsField CrewsBoatsAircraft
Complete Incident Log
Provide Information & Instructions
Aircraft Stay AirborneBoats to Deep WaterCamps to Remove Vehicles to High GroundTake survival equipment as time allows, radios, sleeping bags, shelter, food, water, clothing, first aid equipment, etc.Monitor Radio for Updates
SignificantEnough
For Incident Log
False
True
Incident Log Incident Log
Chugach Statusboard Chugach Statusboard
Weather
Dispatcher
69
• Aircraft Operations (flights & floats)– Monitor Environmental Conditions– Monitor for Contract Compliance– Dispatch– Track Dispatched– Alert In-Transit & Deployed Personnel– Recall In-Transit– Revise Existing Plan– Schedule New Plan– Equipment Procurement
ChugachAircraft Operations Workflow Diagrams
70
Chugach
Monitor Environmental Conditions
Monitoring All Radio
Transmissions
Alert In-Transit & Dispatched Personnel Workflow
Alert In-Transit & Dispatched Personnel Workflow
Periodically Checking Web
Resources
Dispatcher Radio EquipmentIP RadioCoast Guard Freq
Automated Flight Following (AFF)
Web Resources
ConditionsBecome
Unfavorable
False
True
Recall In-Transit Workflow
Recall In-Transit Workflow
Weather
71
Chugach
Monitor Contract Compliance
Periodically Review Performance to
Contract Compliance Policies
Log and Report Compliance Issues
Dispatcher
Compliance IssuesExist
False
True Compliance IssuesExist
False
TrueAlert Contractor and
Remediate Compliance Issues
Chugach Statusboard
Contract Documents Compliance Log
Chugach Statusboard
72
Chugach
Dispatch Aircraft
Validates Flight Plan
Contact Dispatch
and Confirm Mission
DispatcherAircraft Pilot
Dispatch Aircraft
Track Dispatched
Aircraft Workflow
Track Dispatched
Aircraft Workflow
Record Return
Add to Field
Personnel Tracking
Weather
Schedule for Future
Revise Plan
Details
Create Plan for
Immediate Use
Aircraft Flight Schedule
Aircraft Flight Plan
Flight Planin Order
False
True
Flight PlanExist
False
True
ResourcesAvailable
False
True
ConditionsMeet PolicyStandards
False
True PersonnelRemaining
In Field
False
TrueCheck Flight
Conditions
Monitor Weather for
Improvement
Weather DoesNot Improve
False
True
Chugach Statusboard
Chugach Statusboard
73
Chugach
Dispatch Helicopter
Validates Flight Plan
Contact Dispatch
and Confirm Mission
DispatcherHelicopter Pilot
Dispatch Helicopter
Track Dispatched Helicopter Workflow
Track Dispatched Helicopter Workflow
Record ReturnAdd to
Field Personnel Tracking
Weather
Schedule for Future
Revise Plan
DetailsHelicopter Flight Plan
Flight Planin Order
False
True
Flight PlanExist
False
True
ConditionsMeet PolicyStandards
False
True PersonnelRemaining
In Field
False
TrueCheck Flight
Conditions
Helicopter Flight Schedule
HelicopterManager
Helicopter Manager or certified helicopter safetyresource must perform
preflight and go with theHelicopter
Monitor Weather for
Improvement
Weather DoesNot Improve
False
True
Chugach Statusboard
Chugach Statusboard
74
Chugach
Dispatch Boat
Validates Float Plan
Activate Float Plan
DispatcherBoat Pilot
Dispatch Float
Track Dispatched
Boat Workflow
Track Dispatched
Boat Workflow
Record Return
Add to Field
Personnel Tracking
Weather
Schedule for Future
Revise Plan
Details
Create Plan for
Immediate Use
Float Planin Order
False
True
Float PlanExist
False
True
ResourcesAvailable
False
True
ConditionsMeet PolicyStandards
False
True PersonnelRemaining
In Field
False
TrueCheck Float
Conditions
Boat Float Plan
Boat Float Schedule
Monitor Weather for
Improvement
Weather DoesNot Improve
False
True
Chugach Statusboard
Chugach Statusboard
Chugach Statusboard
75
Chugach
Track Dispatched Aircraft
Dispatch Aircraft
Workflow
Dispatch Aircraft
Workflow
En-Route Aircraft
Checks-In Every 30 Minutes
Check-In15-30 Minutes
Overdue
False
TrueDispatcher Attempts
to Contact Flight
OR deviation from normal route,Unusual weather, Abnormal Flight Occurrence
Dispatcher UsesRadioAFF
Coast Guard FreqOther Dispatched Resources
DispatcherContacts
Flight
False
True
Flight ArrivesAt Destination
False
True Record Arrival
Aircraft Incident
Workflow
Aircraft Incident
Workflow
Return Transportation
service Requested
In-Field Activity Occurs
Dispatcher
Chugach StatusboardChugach StatusboardChugach Statusboard
Flight Strip
Flight Strip Flight Strip
76
Chugach
Track Dispatched Helicopter
Dispatch Helicopter Workflow
Dispatch Helicopter Workflow
En-Route Helicopter Checks-In Every 15 Minutes
Check-In15-30 Minutes
Overdue
False
TrueDispatcher Attempts
to Contact Helicopter
OR deviation from normal route,Unusual weather, Abnormal Flight Occurrence
Dispatcher UsesRadioAFFOther Dispatched Resources
DispatcherContactsHelicopter
False
True
HelicopterArrives
At Destination
False
True Record Arrival
Helicopter Incident
Workflow
Helicopter Incident
Workflow
Return Transporta
tion Service
Requested
In-Field Activity Occurs
Dispatcher
Chugach Statusboard
Chugach Statusboard Chugach StatusboardFlight Strip
Flight Strip Flight Strip
77
Chugach
Track Dispatched Boat
Dispatch Boat
Workflow
Dispatch Boat
Workflow
En-Route Boat
Checks-In Every 30 Minutes
Check-In15-30 Minutes
Overdue
False
TrueDispatcher Attempts
to Contact Boat
OR deviation from normal route,Unusual weather, Abnormal Flight Occurrence
Dispatcher UsesRadioOther Dispatched Resources
DispatcherContacts
Boat
False
True
BoatArrives
At Destination
False
True Record Arrival
Field Incident
Workflow
Field Incident
Workflow
Return Float
Following Coverage Requested
In-Field Activity Occurs
Dispatcher
Chugach Statusboard
Chugach Statusboard Chugach Statusboard
Flight Strip
Flight Strip Flight Strip
78
Chugach
Alert In-Transit & Deployed Personnel
Conditions Arise Requiring that In-
Transit & Field Personnel are Alerted
Alert Other Dispatch Centers
Analog RadioIP RadioSametimeTelephoneFax
Weather changes with possibility of field impactDeployed resources report activities impacting other field resources (blasting in flight zone)
Contact In-Transit & Deployed Personnel
Analog RadioIP RadioCoast Guard Freq
Field PersonnelContacted
False
True
Field PersonnelContact within
AllowedTimeframe
False
True
Contact Other Nearby Flights, Floats, Field Camps as Conduit to
Field Personnel
Manage Emergencies
Workflow
Manage Emergencies
Workflow
Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Convey Conditions
Record Recall Event Details
Recall Event Log
Flight Strip
HandoffSituation
False
True
Chugach Statusboard
Chugach Statusboard
Dispatcher
79
Chugach
Recall In-Transit Aircraft
Conditions Arise
Requiring In-Transit Recall
Record Recall Event
Details
Severe WeatherAircraft Incident
Alert Other Dispatch Centers
Analog RadioIP RadioSametime
Field PersonnelContacted
False
True
Field PersonnelContact within
AllowedTimeframe
False
True
Contact Other Nearby Flights, Floats, Field Camps as Conduit to
Field Personnel
Manage Emergencies
Workflow
Manage Emergencies
Workflow
Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
Provide Recall Instructions
Contact In-Transit & Deployed Personnel
Analog RadioIP Radio
Coast Guard FreqTelephoneFax
Recall Event Log
Flight Strip
Complete Recall Event
Details
Recall Event Log
Flight Strip
HandoffSituation
False
True
Chugach Statusboard Chugach Statusboard
Dispatcher
80
Chugach
Revise Existing Aircraft Flight Plan
Revision Required
Change of PlansConditions Change
Aircraft Flight Schedule
Procure AirplaneWorkflow
Procure AirplaneWorkflow
Aircraft Flight Re-Scheduled
Aircraft Flight
Analysis and Re-
Planning
Value Added FunctionDispatcher Revised and Re-Optimizes the Plan
Revised Aircraft
Flight Plan Created
Aircraft Flight Plan
Revised Aircraft Flight
Plan Communicated
Procure EquipmentWorkflow
Procure EquipmentWorkflow
Dispatcher
Modify AircraftAssignment
False
True ModifyEquipment
False
True
Chugach Statusboard
81
Chugach
Revise Existing Helicopter Flight Plan
Revision Required
Change of PlansConditions Change
Procure HelicopterWorkflow
Procure HelicopterWorkflow
Helicopter Flight Re-Scheduled
Helicopter Flight
Analysis and Re-
Planning
Value Added FunctionHelicopter Manager
Revised and Re-Optimizes the Plan
Revised Helicopter Flight Plan
Created
Revised Helicopter Flight Plan
Communicated
Procure EquipmentWorkflow
Procure EquipmentWorkflow
Helicopter Manager
Modify HelicopterAssignment
False
True ModifyEquipment
False
True
Helicopter Flight Plan
Helicopter Flight Schedule
Chugach Statusboard
82
Chugach
Revise Existing Boat Float Plan
Revision Required
Change of PlansConditions Change
Procure Boat
Workflow
Procure Boat
Workflow
Boat Float Re-
Scheduled
Boat Float Analysis and Re-
Planning
Most Boat Float Plans are revised by Boat Operator;
Dispatch primarily tracks/monitors
Revised Boat Float
Plan Created
Revised Boat Float Plan
Communicated
Procure EquipmentWorkflow
Procure EquipmentWorkflow
Dispatcher
Modify BoatAssignment
False
True ModifyEquipment
False
True
Boat Float PlanBoat Float Schedule
Boat Operator
Chugach Statusboard
83
Chugach
Schedule New Aircraft Flight Plan
New Aircraft Flight
Reservation Submitted
EmailTelephoneWalk-Ins
Aircraft Flight Schedule
Procure AirplaneWorkflow
Procure AirplaneWorkflow
Aircraft Flight
Scheduled
Aircraft Flight
Analysis and
Planning
Value Added FunctionDispatcher Optimizes the
Plan
New Aircraft
Flight Plan Created
Aircraft Flight Plan
Finalized Aircraft Flight
Plan Communicated to Requestor
Procure EquipmentWorkflow
Procure EquipmentWorkflow
Dispatcher
Aircraft Requestor
Chugach Statusboard
84
Chugach
Schedule New Helicopter Flight Plan
New Helicopter
Flight Reservation Submitted
EmailTelephoneWalk-Ins
Procure Helicopter Workflow
Procure Helicopter Workflow
Helicopter Flight
Scheduled
Helicopter Flight
Analysis and
Planning
Value Added FunctionHelicopter Manager Optimizes the Plan
New Helicopter Flight Plan
Created
Finalized Flight Helicopter
Plan Communicated to Requestor
Procure EquipmentWorkflow
Procure EquipmentWorkflow
HelicopterManager
Helicopter Flight Plan
Helicopter Flight Schedule
Helicopter Requestor
Chugach Statusboard
85
Chugach
Schedule New Boat Float Plan
New Boat Float Plan Submitted
EmailTelephoneWalk-Ins
Procure Boat
Workflow
Procure Boat
Workflow
Boat Float Scheduled
Boat Float Analysis
and Planning
New Boat Float Plan Created
Finalized Boat Float Plan
Communicated to Requestor
Procure EquipmentWorkflow
Procure EquipmentWorkflow
Dispatcher
Most Boat Float Plans are made before contacting
Dispatch; Dispatch primarily tracks/monitors
Boat Operator
Boat Float PlanBoat Float Schedule
Chugach Statusboard
86
Chugach
Equipment Procurement (Aircraft, Helicopter, Boat)
Equipment Request
Check Availability of
Owned Resources
ResourcesAvailable
False
True
Check Availability Of
Contracted Resources
Book Resources & Incorporate into Flight/Float Plan
Check Availability of
Rental Resources
ResourcesAvailable
False
True
Contract Documents
Boat Operators and Fleet Managers Procure Boats
Chugach Statusboard
Dispatcher
Boat Operator
87
• Administrative (boats, personnel radio communications)– Overall Daily Operations– Open Dispatch Center– Track Deployed Field Personnel– Fire Dispatch– Handoff Operations to Another Dispatch Center– Close Dispatch Center
ChugachAdministrative Workflow Diagrams
88
Chugach
Overall Daily Operations
Enter Facility
Turn on Equipment
Announce that
Dispatch is Open
Verify Today's
Schedule
Log into Applications
Process Flight &
Float Requests
Actively Monitor Conditions(Weather, Field Communications, etc)
Announce that
Dispatch is Closed
Exit Dispatch Center
Process Paperwork
Monitor Flights,
Floats, Field Personnel
Create Tomorrow’s Schedule
Respond to Emergencies(Fire, Flight/Float/Field Incidents, etc)
Dispatch Flights &
Floats
Record Returns of Flights &
Floats
Dispatcher
Radio EquipmentWorkstations
IP RadioLotus Notes EmailSametimeDispatch Messenger Service (DMS) web EmailAutomated Flight Following (AFF)Chugach Statusboard
Web Resources
Large Paper Schedule SheetPaper Dispatch StripsWhiteboard Field Personnel
Print and post other centers’ schedules
Turn off Equipment
Log Off Applications
Chugach Statusboard
89
Chugach
Open Dispatch Center
Enter Facility
Turn on Equipment
Announce that
Dispatch is Open
Verify Today's
Schedule
Log into Applications
DispatcherRadio EquipmentWorkstations
IP RadioLotus Notes EmailSametimeDispatch Messenger Service (DMS) web EmailAutomated Flight Following (AFF)
Web Resources
Chugach Statusboard
90
Chugach
Remote Fire Resource Request via ROSS
Remote Request for
Fire Resources Via ROSS
ROSS Information
Updated
ResourcesAvailable
False
TrueDetermine/
Confirm Resource Availability
Fire Incident Management Tracked at
Remote Site
ROSS Pre-identifies
Fire Response Resources
ROSS Incident Closed
Resources Dispatched via ROSS
Based on skills
ROSS Request Declined
FireExtinguished
False
True
ResourcesAllocationChanges
False
True
State Fire DispatcherDispatcher
Teresa, Tara, & SueNOT certified, but performSome ROSS functions
ROSS
ROSS
ROSS ROSS
IADP Certification Required
Valued added: Training is Focused on Risk
Management, not Just Fire Dispatch
91
Chugach
Local Fire DispatchType 4 & 5 Fires
Fire Reported
Fire Incident
Log Completed
IC & FMO Request
ResourcesFrom Adjoining
Ranger Districts
FMO & ICCoordinates Local Fire Response
District FMO
FireExtinguished
False
True
Aircraft Dispatcher
Fire can beManaged by
Local Resources
False
True Fire Incident
Log Started
Fire Incident
Log Updated
Fire IncidentFire Incident
Fire Incident
Fire IncidentFire Incident
Fire Incident
District Receptionist
Dispatch Center Coordinates
Transportation
Type 4 or 5 IC
Type 4 & 5 fires require no involvement of Dispatch
Centers Except for Transportation
FireEscalatesBeyond
Local Response
False
True
Fire Type Key5 - Can be extinguished by one single resource4 - Can be extinguished by several single resources3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions2 – Larger & more complex1 – Largest & most complex
92
Chugach
Fire Dispatch via ROSSLocal TYPE 3,2,&1
Local Fire Escalates to Type 3,2,&1
ROSS Information
Updated
Request for Remote Fire Resources
Initiated
Fire Dispatcher IADP
Fire Incident
Logged into ROSS
Fire Incident Sheets
Completed
Fire Incident
information is passed to
Fire Dispatch
FireExtinguished
False
True
Fire Incident Sheets
Updated
ROSS Incident Closed
Fire Dispatcher
Coordinates Response
Fire IncidentFire IncidentFire Incident
Fire Incident
ROSS
ROSS
ROSS
Chugach National Forest
Provides Resources
Resources Ordered from
AICC
FMO
Type 3 IC
IADP Certification Required
Valued added: Training is Focused on ALL-Risk Management, not Just
Fire Dispatch Request Escalates Beyond
Capabilities Of IADPExpanded dispatch is set upEDRC,EDSD, EDSP,CORD
ResourcesOrdered
Direct from local
False
True
Fire Type Key5 - Can be extinguished by one single resource4 - Can be extinguished by several single resources3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions2 – Larger & more complex1 – Largest & most complex
Additional Terms/Roles KeyROSS - Resource Ordering and Status SystemIADP - Initial Attack DispatcherEDRC - Expanded Dispatch RecorderEDSD - Expanded Dispatch Support DispatcherEDSP - Expanded Dispatch Supervisory DispatcherCORD - CoordinatorIC - Incident CommanderFMO - Fire Management Officer
93
Chugach
Remote Fire Resource Request via ROSSFrom Chugach directly
or AICC for National Deployment
Remote Request for
Fire Resources Via ROSS
ROSS Information
Updated
ResourcesAvailable
False
True
EDRC / EDSD
EDRC / EDSD Certification Required
Valued added: Training is Focused on ALL-Risk Management, not Just Fire
Dispatch
Determine/Confirm
Resource Availability
Fire Incident Management Tracked at
Remote Site
ROSS Pre-identifies
Fire Response Resources
ROSS Incident Closed
Resources Dispatched via ROSS
Based on skills
ROSS Request Declined
FireExtinguished
False
True
ResourcesAllocationChanges
False
TrueROSS
ROSS
ROSS ROSS
AICC & Chugach
FMO
Additional Terms/Roles KeyROSS - Resource Ordering and Status SystemIADP - Initial Attack DispatcherEDRC - Expanded Dispatch RecorderEDSD - Expanded Dispatch Support DispatcherEDSP - Expanded Dispatch Supervisory DispatcherCORD - CoordinatorIC - Incident CommanderFMO - Fire Management Officer
94
Chugach
Close Office
Verify All Flight, Floats,
Personnel Accounted For
Turn Off Equipment
Announce that
Dispatch is Closed
Exit Dispatch Center
Log Out of Applications
DispatcherRadio EquipmentWorkstations
IP RadioLotus Notes EmailSametimeChugach StatusboardDispatch Messenger Service (DMS) web EmailAutomated Flight Following (AFF)ROSS
Web Resources
95
Chugach
Handoff Operations to Another Dispatch Center
Regularly Scheduled Handoff or Event Occurs
Requiring Handoff
Control Is Passed to Handoff Center
Information is Conveyed to Handoff
Center
Dispatcher
Chugach has scheduled handoffs between Anchorage and Cordova
All information is updated in the Chugach Statusboard as the primary
method to hand over control (phone and whiteboards are leveraged as backup)
Chugach Statusboard
ShiftBack orEvent
Resolves
False
TrueControl Is Passed to Originating
Center
Information is Conveyed to Originating
Center
Handoff Center Manages
Originating Center Activity
Analog RadioIP RadioTelephoneFax
Chugach Statusboard
Analog RadioIP RadioTelephoneFax
96
• Telephones– Phones– E-mail– Sametime
ChugachTelephones Workflow Diagrams
97
Chugach
Phones, E-mail, Sametime
PhoneRings
False
True Take and Close Call
Dispatcher
Monitor Environmental
Conditions Workflow
Monitor Environmental
Conditions Workflow
SametimeMessageArrives
False
True
EmailExists
False
TruePeriodically Check for
Respond to
Sametime Message
Respond to Email Message
Actively Monitor phone
Actively Monitor
Sametime
98
• Customers in office– Revise Existing Plan– Schedule New Plan
Plan Management is also represented under Aircraft Management (flights and floats) here
ChugachCustomers in Office Workflow Diagrams
99
• Paperwork– Contract Inspection– Rental Agreement Inspection– Use & Payment Reporting Data Entry
ChugachPaperwork Workflow Diagrams
100
Chugach
Contract Inspection(Owned, Leased, and Contracted Aircraft, Helicopter)
Quantify & Validate Demand
Choose Vendors & Validate
Contract Terms
Meets ForestryRequirements
False
True Negotiate Terms
Contract Documents
Record Contract Usage
Instructions
Pilot CertificationEquipment CertificationFlight Availability/Commitment
Annual Contract Review
Dispatcher
There is an obligation associated with the contracts
Chugach Statusboard
101
Chugach
Rental Agreement Inspection (Aircraft, Helicopter)
Annual Rental Review
Choose Vendors &
Validate Rental Terms
Meets ForestryRequirements
False
True Negotiate Terms
Contract Documents
Record Rental Usage
Instructions
Pilot CertificationEquipment CertificationFlight/Float Availability
There is no obligation associated with the rentals
Chugach Statusboard
Dispatcher
102
Chugach
Use & Payment Reporting Data Entry
Use Data is Collected and
Validated
Data is Entered into Excel Spreadsheets for Reporting and Analysis
Use Information is Synthesized into
Final Report
Dispatcher
Use Report
Data is Entered into Aviation Business
Management System for Payment
Sent for Payment