Work Health & SafetyManual

September 2014

Work Health and SafetyUnder Australian Work Health and Safety (WHS) legislation, Qantas has a duty of care to ensure, so far as is reasonably practicable, the health and safety of all employees and others in the workplace.

As an employee, you also have a legislative responsibility to take reasonable care of your own health and safety, and reasonable care that your acts or omissions do not adversely affect the health and safety of others. You must also comply with any reasonable instruction given by Qantas and cooperate with any reasonable policies and procedures.

This manual will provide guidance to assist you in working safely and fulfilling your WHS legislative responsibilities.

More information on working safely can be found on the qfcrew website, within the Cabin Crew Operations Manuals or by contacting your Onboard Manager (OBM), Service Performance Manager (SPM) or the Cabin Crew Safety Team.

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Before you CommenceBefore using any equipment or service items conduct a visual check and if any faults are identified, tag and remove the item from service immediately.

Broken Glass ¾ If broken glass is found in the cabin, obtain a dustpan and broom; sweep the contents up, ensuring you get all of the pieces. Place the contents into a double lined sick bag and dispose of the contents into the bin.

Carts: Positioning and Operating ¾ Stow carts in their correct locations for boarding and disembarkation (not in aisles, crossovers or galley spaces).

¾ A full cart is always positioned by two crew members. One crew member may then operate a full cart in a forward to Aft direction.

A cart may be positioned by one crew member if :

¾ The cart contains five or less meal trays or ten or less side plates. ¾ The cart is a half bar cart or equivalent duty free cart.

When accessing the lower half of a cart, remember to unlock your knees and use your “Big Engines”.

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Carts: Use of Brakes ¾ Apply the brakes to all carts that are not being moved, regardless if the cart is stowed or in the cabin. This includes all galley preparation.

¾ When stowed, turn the restraint and paddle latches of the stowage down. ¾ Both the restraint and paddle latches are to be secured and must be tagged with the appropriate red tag if defective.

Cart Tops ¾ Correct locking of the cart top onto the cart: Depress the plastic buttons on the cart top locking mechanism. In the event the plastic buttons fail, pull out the metal levers.

¾ Position the empty cart top over the holes in the cart. ¾ Release the plastic buttons (or metal levers) and check the locking pins have engaged with the holes in the cart and the metal levers are flush with the side of the cart top.

¾ Make sure that the cart tops are not overloaded and splits are not double loaded.

¾ Correct removal of the cart top: Simultaneously depress both plastic buttons on top of the cart top locking mechanism. If the button fails, pull out the metal lever.

¾ Lift off the cart top and stow.

Don’t Walk On By ¾ If you see an unsafe act, unsafe situation or unsafe piece of equipment, don’t walk on by. Address health or safety issues immediately – you may save yourself, another crew member or passenger from harm. If you can’t manage the issue yourself, report it to your manager.

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Emergency Equipment ¾ Service items are not to impede access to emergency equipment or jumpseats. ¾ No service items are to be stowed on door bustles or on the floor in front of the door.

¾ Door bustles, door operating handles and assist handles are not to be used as benches or hangers for service or personal items.

Fatigue ¾ Fatigue is defined as a physiological state of reduced mental or physical performance capability resulting from sleep loss or extended wakefulness and/or physical activity that can impair a crew member’s alertness and ability to safely operate an aircraft or perform safety related duties.

¾ Managing fatigue is a shared responsibility of both the organisation and individual crew. You need to recognise symptoms of fatigue both in yourself and in your colleagues and employ suitable strategies to manage the effects of fatigue.

¾ All crew have a responsibility to manage their fitness to work and to inform the company when they are unfit for duty due to fatigue, either before or during a duty. This will help us to provide the safest possible environment for all crew and customers.

¾ If you feel you are unfit for duty due to fatigue, you must advise Aircrew Operations at the earliest time that it is known to be an issue. An Unfit For Duty Due Fatigue Report Form must be submitted prior to reporting for the next pattern/duty.

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Hazards ¾ A hazard is anything that has the potential to cause harm, damage or loss. ¾ If you identify a health or safety hazard you have a responsibility to manage the hazard, or if this is not possible, report it to your manager or another appropriate manager immediately for action. The urgency with which the hazard is addressed is dependent on the level of risk it poses.

¾ Hazards should be reported through a CCSIR so that they can be monitored and addressed if necessary.

¾ Managing a hazard may be as simple as cleaning up a spill, closing a door or removing a faulty item from service.

Hygiene (Washing Hands)For best hygiene practice routinely wash your hands with soap and water, and dry them thoroughly every 30 minutes and always:

¾ Before contact with food. ¾ After service collection. ¾ After attending to any person in relation to illness or injury. ¾ After contact with toilets, waste or contaminants.

For convenience, hand sanitiser wipes are also available on all aircraft. Gloves need not be used for collecting service items when thorough cleaning of hands is applied at all times.

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Hot Beverages

Children

¾ When delivering any hot liquid to a child travelling with or without an adult, partially fill the cup with the hot liquid then add cold water or milk.

¾ Take care not to fill the cup past three quarters full. ¾ Follow all current service standards for beverage delivery.

Bodums (tea and coffee)

¾ Check the Bodum for faults or damage. ¾ To remove the lid, grip the handle with one hand and position your thumb to move the trigger mechanism to the right.

¾ Lift the lid by the plunger. ¾ Fill the Bodum to three quaters full. ¾ Before securing the lid, make sure the filter is secured to the plunger. ¾ To secure the lid, place the lid on the top of the Bodum aligning the arrows. ¾ Move the trigger to the left to secure it in place. ¾ Allow 3 minutes cooling time before serving to avoid passenger scalding if spilt.

¾ To pour, depress the trigger. ¾ When lifting the Bodum off the cart, keep your shoulders down and elbows tucked into your sides.

¾ When holding or carrying the Bodum, keep the Bodum as close to your body as possible.

¾ Only replenish/carry one Bodum at a time during service delivery. ¾ As you pour the tea or coffee, keep your wrist as straight and as firm as possible.

¾ Consider swapping the hand you use to hold the Bodum, particularly when it is less full.

¾ Rest it back on the cart/traymobile between serving if possible.

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Hot Beverages (Cont.)

Hot Chocolate

Preparation

¾ Check the jugs for faults or damage. ¾ Only use the designated hot chocolate jugs for the hot chocolate ¾ Place small amount of water into jug. ¾ Empty the contents of the sachet into the jug. ¾ Mix the contents using the stirer. ¾ Fill the jug with boiling water to two thirds full. ¾ Mix the contents using the stirrer to ensure the contents are blended ¾ Add two cups of of cold water to the jug. ¾ Mix again to ensure a consistent temperature and contents are fully combined.

Delivery

¾ When carrying jugs through cabin, place lid on to stop spilling occurring from spout.

¾ Turn lid around to enable pouring. ¾ Place marshmallow into paper galaxy cup. ¾ Only fill the galley cup two thirds with the hot chocolate. ¾ Pass to customer with a napkin. ¾ Do not use beverage bats to deliver hot chocolate to customer. ¾ When lifting the the jug off the cart, keep your shoulders down and elbows tucked into your sides.

¾ When holding or carrying the jug, keep the jug as close to your body as possible.

¾ Only replenish/carry one jug at a time during service delivery. ¾ As you pour the hot chocolate, keep your wrist as straight and as firm as possible.

¾ Consider swapping the hand you use to hold the jug, particularly when it is less full.

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Incident ReportingReport all health and safety incidents, injuries, illness, near miss incidents, hazards or non-compliances to an OBM or SPM. A CCSIR is to be completed as soon as possible. If there is risk of immediate harm or damage, the hazard must be managed at once.

If there is a serious injury or illness inflight, please follow the escalation process and also complete a CCSIR.

If a cabin crew member occupies a crew rest, crew bunk or passenger seat due to illness or injury, they should be monitored at regular intervals during the flight. If a bunk is used the cabin crew member must physicallybe able to enter and exit the crew rest compartment unaided.

Infectious Substances or Contaminated ItemsIf you need to clean up a substance such as blood, saliva, vomit or body fluids, or dispose of an item which may be contaminated by these substances:

¾ Always use the apron, latex gloves and goggles from the Hygiene Kit. ¾ Syringes or other sharps must be placed in a Sharps or puncture resistant container with a secure seal.

¾ If using Diversol to clean up spills, follow the instructions provided in the Hygiene Kit.

¾ Place any soiled articles such as seat covers, towels, gloves, containers etc into contaminated or infectious labelled waste bags and dispose of appropriately.

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Manual Handling The majority of injuries to cabin crew arise from activities that involve manual tasks. These are tasks which require a person to lift, lower, push, pull, carry, hold or restrain an object using repetitive or sustained force, high or sudden force, repetitive movement, a sustained or awkward posture or exposure to vibration. These factors directly stress the body and can lead to injury. For the best opportunity to reduce risk consider implementing these four key principles.

Inside Base®

¾ Break down straight lines. ¾ Step forward to create distance between the feet. ¾ Avoid moving outside your base as it “doubles the weight” on the spine. ¾ Unlock the knee to pick up or lift items that are low or close to the ground.

Big Engines®

¾ Engage the quadriceps each and every time.

Turn not Twist®

¾ Front foot facing. ¾ Shift the force. ¾ Move the foot. ¾ “Nose follows toes” to turn a twist into a turn.

Dip ‘n’ Drive®

¾ Getting close, with foot facing forward. ¾ The arm only connects to the object. ¾ Transfer the body weight to dip and gain momentum. ¾ Drive with the legs, not the back.

Remember to use these techniques every time to make them a habit.

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Mattress BusinessIn order to share the work load, all Business cabin operators are to assist with mattress layup.

¾ Whilst standing close to the side of the seat, place the top of the mattress over the seat back (not the head rest) in it’s fully upright position.

¾ Release the mattress and let it naturally roll to cover the seat. ¾ Adopt a supported bending posture or a squatting posture adjacent to the seat and roll and straighten the remainder of the mattress.

¾ For customers in the A, E or K seat, ask them to move from the area so that you have safe access. Ensure the seat is in the fully upright position when fitting the mattress. If this is not possible and the aisle seat is fully reclined, provide them with verbal directions to assist them to fit their own mattress.

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Mattress FirstIn order to share the work load, all First operators are to assist with mattress layup.

Fitting the mattress and bedding:

¾ Take the mattress in the bag to the seat. ¾ Fully recline the seat into sleeping position. ¾ Make sure your body is positioned close to the seat. ¾ Remove the mattress from the bag at the seat/suite. ¾ Place the rolled up mattress into the middle of the seat with the narrow point toward the ottoman end of the bed.

¾ Undo the Velcro strap and fold down the narrow point to the foot end of the bed. ¾ Roll the mattress to the head end of the bed. ¾ Place the widest end of the fitted sheet over the top end of the mattress. ¾ Bring back the foot end of the mattress and place the fitted sheet over the end of the mattress.

¾ Straighten out the mattress from head end toward the foot end to smooth out any folds.

¾ Lay the duvet (honeycomb side up) over the mattress and fold side edges under. ¾ Tuck the bottom of the duvet under the mattress and fold back the top corner. ¾ Place the folded blanket at the end of the bed. ¾ Neatly arrange the large pillow and bolster pillow at the top of the bed. ¾ Position the seatbelt over the duvet.

Removing the mattress and bedding:

¾ Fold duvets and blankets and place them in the overhead lockers and dedicated stowages.

¾ Roll the mattress and place it in the bag at the Suite. ¾ Seal and stow the mattresses and return sheets to the dedicated stowage for exchange.

Onboard ManagerAs a Qantas Manager, WHS legislation requires you to ensure, so far as reasonably practicable, the safety of workers under your control on behalf of the organisation.

As a Manager, you should lead by example and be a safety champion, acknowledge safe behaviours in others and address any unsafe act or situations immediately.

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Operating with a Reduced Crew

We are aware that there are times when international cabin crew operate flights with less than the standard crew complement. In these circumstances, the OBM should take safety and the customer experience into consideration when managing the onboard operation. Crew complement reductions may be due to:

¾ Up-line illness. ¾ Illness or injury inflight. ¾ Cabin Crew fatigue. ¾ Other operational circumstances.

The OBM should inform the flight crew of the situation and any operational impact to the customers. The OBM is responsible for managing subsequent services (e.g. substantial snack/second service), reallocation of safety critical duties (if required) and fatigue management of remaining operating cabin crew. This can include:

¾ Staggering service timings per cabin, for example; commencing breakfast in the Economy cabin earlier than other cabins.

¾ Distribution of workload e.g. cabin crew to assist in cabins other than the cabin allocated on the worksheet.

¾ Consolidation of service offerings for e.g. incorporated bar in Premium Economy/Business for Lunch/Dinner services.

¾ Rotation of additional breaks after the conclusion of the second service.

If a Flight Attendant is asked to operate out of category in the Business cabin, the OBM should provide a WHS briefing covering Business service requirements e.g. meal plate delivery and the correct technique for fitting the mattress.

If a cabin crew member has been removed from a door primary position, they should occupy a crew rest seat (if certified) or a passenger seat (if available) for landing. An assist jump seat should only be used if no other seat is available in the cabin. Any cabin crew removed from a door primary position should not participate in safety related duties.

If a Cabin Crew member occupies a crew rest or passenger seat due to illness or injury, they should be monitored at regular intervals during the flight. If a bunk is used the Cabin Crew member must physically be able to enter and exit the crew rest compartment unaided.

If there is an injury or illness inflight, please follow the escalation process and complete a CCSIR for follow up.

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Oven GlovesTo avoid injury or burns, always use oven gloves when transferring hot items from the oven. Oven gloves are considered Personal Protective Equipment and therefore must be used according to operational instructions and not be tampered with or misused. Replacements are available from your SPM if required.

Overhead LockersWhen assisting passengers to place items in overhead lockers, always test the weight of the item before moving or lifting. If the item is heavy or awkward seek assistance from the passenger or another crew member. Do not attempt to move or lift an item if you are placing yourself at risk of injury. Always adopt the correct body technique when closing overhead lockers:

¾ Always use two hands. ¾ Turn your body to face the lockers to avoid unnecessary twisting. ¾ Get the assistance of another crew member or passenger if the locker is heavily loaded.

BSI - Overhead Pivot Bins (737-800)

¾ R2P to confirm and/or engage overhead bin power assist, walking AFT to FWD: Press power assist mechanism lever down on the AFT side of all bins (the power assist is not fitted on the first passenger bins on either side in Business).

Overhead Standard UnitsWhen removing overhead standard units, one person is to hold the stowage door open, while the other person uses two hands to remove it.

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Plate Warmers (A380/A330) ¾ On International flights, all plate warmers are only loaded with crockery after takeoff.

¾ Don’t overload plate warmers. ¾ Stack heavier crockery on the bottom shelf with lighter items on the top shelf.

¾ When stacking plate warmers, take into consideration the order of service. ¾ Make sure you engage the latches when the door is closed (this is especially important during takeoff, landing and turbulence).

¾ If applicable, set the temperature to the desired level to remove the chill from the crockery. Remember to avoid injury to crew, crockery should not be hot.

¾ Only place crockery and bakery in the plate warmer. ¾ Remove all items prior to landing.

RiskRisk is a combination of the consequence (impact) and likelihood (chance) of an occurrence as a result of a hazard.

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Risk ManagementRisk Management is a systematic process for managing hazards and risks in the workplace. The steps in risk management are:

¾ Identify the hazard – finding out what can cause harm. ¾ Assess the risk – determining the potential impact of the hazard by considering the consequence and likelihood of harm.

¾ Control the risk - if a hazard cannot be eliminated the associated risks must be reduced by implementing control measures.

¾ Monitor and review - monitoring ensures that the controls are working effectively and that new hazards have not been introduced into the workplace.

Risk management can be done formally (by documenting a risk assessment) or informally (through situational risk management).

Throughout your service activities, whatever you are doing, wherever you are, whatever the situation, you may need to manage risk using situationalrisk management. For example:

¾ Walking through a darkened cabin. ¾ Conducting a meal service. ¾ Working in a busy galley.

Situational risk management can be undertaken by making a mental assessment of the situation using the STAR method.

¾ Stop – Take a moment to assess what could cause harm? ¾ Think - How can I minimise the risk to myself or others? ¾ Act - What do I need to do to make the situation safe? ¾ Review – Were my actions effective? Has the situation remained safe?

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Service Trays ¾ When using a service tray, hold the tray on your forearm and palm with the weight distributed evenly.

¾ Spread your fingers evenly under the tray. ¾ Don’t overload trays, having a maximum of nine (International) or eight (Domestic) glasses for pre-takeoff drinks.

¾ Turn your body with both feet to face the customer to avoid excessive body twisting.

¾ Only use service trays for service delivery, collection and during order taking (they are not to be wedged under cart tops or standard units or used in any other way that is not safe practice).

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ToasterIn First and Business on 747N and A380 aircraft with a toaster, all bread that accompanies the egg option for breakfast will be toasted onboard. This means that the bread for toasting will be supplied in a size and shape that will fit in the onboard toaster.

¾ Push the ON/OFF button on the toaster (the ON/OFF light illuminates when the power is on).

¾ Insert a maximum of five slices of bread into the slots. ¾ Turn the timer to the desired browning time (the HEATING light will illuminate). ¾ After the toasting cycle, the heating element switches off (the HEATING light extinguishes).

¾ By pressing the toaster lever downwards, the slices of bread will be lifted upwards and can be removed from the slots.

¾ Wear food handling gloves (not oven gloves) to handle the bread/toast. ¾ The toaster can be stopped at any time by turning the TIMER control to O.

Cleaning

¾ Switch off the power and allow the toaster to cool down. ¾ Clean the exterior of the toaster with a damp cloth (do not use any cleaning agents).

¾ Remove all crumbs from the crumb tray by turning the secondary latch into the horizontal position. Slide the crumb tray out of the toaster and remove and clean the crumb tray.

¾ Slide the tray back into the toaster. ¾ Turn the secondary latch into the vertical position.

General

¾ Don’t insert metal objects into the toaster. ¾ Don’t clean any electrical parts of the toaster with water or detergent. ¾ Don’t immerse the toaster in water or other liquids.

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Toilet Cleaning Hygiene ¾ Always wear gloves when cleaning toilets. ¾ Use disinfectant spray/air freshener to clean the basin, floor and mirrors. ¾ Use clean paper towels or towelling for each toilet. ¾ Thoroughly wash your hands at the completion of cleaning the toilet. ¾ Washing hands is the best hygiene practice.

Torches ¾ To help improve visibility, torches are to be used whenever you are moving through a darkened cabin or working in dimly lit areas.

¾ Torches should be clipped to your clothing or to a cup holder to keep your hands free.

¾ Spare batteries and replacement torches are available from your SPM when required.

Tongs ¾ Adopt a relaxed comfortable grip. ¾ Keep your wrist neutral and as straight as possible. ¾ Avoid any twisting of the wrist and side to side actions.

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Traymobiles

Assembly

¾ Traymobiles are to be assembled as soon as they are removed from the stowage and not moved in the folded position.

¾ To assemble, hold the traymobile with two hands, place one foot in the centre of the traymobile between the two centre legs. Pull the traymobile in an upward direction until it clicks and locks.

¾ Once the traymobile is assembled, extend it to its full height by placing a foot on the lower metal bar, and then raise the upper shelf to the horizontal position. Pull down the lower shelf to a horizontal position then apply the brakes to all four wheels.

Dismantling and stowage of the traymobile

¾ Fold in the legs toward the centre. Lower the upper shelf to a vertical position. ¾ To collapse the height of the traymobile, use one foot to tap all four levers against each leg.

¾ Re-stow in the correct stowage and secure.

Unserviceable Items If you identify an unserviceable or damaged item, you must tag it and have it removed from service. If it is part of the aircraft fixtures it must be written up in the Cabin Condition Log. All other items can be tagged using the tags that are found in the documents box on each aircraft. Ensure other crew are aware of any item that is unserviceable so that they do not injure themselves. If you find an item returned to the aircraft with a unserviceable tag attached, notify the OBM.