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Input-Response Exercise with Flybe

On 28 June an input-response crisis management simulation exercise was held for Flybe at their Exeter HQ in the UK. There was a comprehensive briefing for the Exercise Control staff of 10 Flybe personnel on 27 June. Planning for the exercise, however, began well before on 20 April and involved heavy collaboration between Flybe and Kenyon.

The exercise lasted nearly six hours and included a time jump of twenty-seven hours (including a one-hour pause for a shift handover-takeover and exercise scenario update briefing). This allowed the Go Team to be deployed to the accident site to set up the Incident Management Center (IMC) and coordinate with Kenyon assets in establishing the Family Assistance Center (FAC). Two sets of decentralized debriefings were held for participating teams - one just before the time jump and one at the end of the exercise. To enhance crisis communications play, an Exercise Media Website was used to depict conventional and social media reporting on the accident.

In addition, Kenyon provided a skeleton team representing the Kenyon International Call Center (KICC) that received telephone calls from multiple simulated family members of Persons Directly Affected (PDAs). Appropriate information taken from these calls was posted into Kenyon Response®, which was then accessed by the Flybe Crisis Management Center. Kenyon Director, Call Center Services Janie Moreno and Manager, Call Center Services Jahaira Guzman assisted in this portion of the exercise to ensure a very realistic KICC experience.

The key to this successful exercise was the extreme detail that went into it and the excellent performance of Exercise Control. A new and successful feature was the business continuity play of the Ongoing Operations Center. Feedback from exercise players post-exercise on their exercise experience was most positive.

“There has been so much positive feedback about the level of detail of the scenario and the inputs as well as the huge amount of work that clearly went in to make it a success. On the day, Mike, Ben and Victoria all worked really hard to make it work and to get the best out of the teams – and at the same time making it a valuable learning experience.” – A Flybe Employee

Exercise Objectives

Expose existing Emergency Response Plan (ERP), Emergency Response Program Manual (ERPM), procedures and facilities in a simulated emergency environment so that the appropriateness of these plans and procedures can be assessed.

  • Determine the effectiveness of command and control system for managing incidents.
  • Determine the effectiveness of communications system for communicating externally with stakeholders and partners and internally to its own staff at all levels.
  • Determine the effectiveness of interface with the Kenyon International Call Center and Kenyon Crisis Management Center and access to the Kenyon Response®.
  • Determine the effectiveness of Crisis Communications Plan for managing web-based emergency information, interface/coordination with the Kenyon Media Call Center regarding conventional news media enquiries, social and conventional news media output, media briefings and other media interviews.
  • Through the Post-Exercise Report process, determine what lessons have been identified and what remedial actions may be required.

  • Emergency Response Teams Exercised

    Operations Control Center (OCC)
    Strategic Command Center (SCC)
    Crisis Management Center (CMC)
    Crisis Communications Center (CCC)
    Ongoing Operations Center (OOC)
    Go Team/Incident Management Center (IMC)