Repatriation

What Goes up, must come down

 

 

 

 

 

 

 

 

India hosts global adventurists for Paragliding. A Sport / passion to soar high, flowing freely like a soul. The Man’s ultimate desire.
Although, one is not always blessed to keep soaring.

ISAPL was in action last week at the Paragliding site. A French Pilot had crash-landed in an accident. Post rescue & medical assistance, Pilot was declared dead. ISAPL responded to the family’s request to handle the Human Remains. It was a nightmare for the family abroad to comprehend the situation and related formalities to get the Pilot (Deceased) back home.
Site is some 550km (12 hours Terrain drive) from Delhi.

Swift and precise action plans by Director Operations – Ms. Poonam Jain. She leveraged her experience of handling the accidental death of  Singaporean pilot in 2018.

ISAPL arranged for necessary Statutory and Medical clearances. Further Respectful and dignified Cremation and Ashes collection as per Hindu rituals. Transfers and Personal Belongings including Cash, Card, Electronic gadgets.

Cremated remains were ready for International Cargo (from Delhi), with all documents; in just 90 hours.

Motto: Helping Those in Distress !!

 

 

Ms. Poonam-ISAPL-Handling medical Emergencies, Globally

Ms. Poonam Jain of M/s International Star Assistance Pvt Ltd. (ISAPL) has won yet another international award.

Women in Business and Professions World Awards-2020

(RECOGNIZING WOMEN IN BUSINESS AND THE PROFESSIONS ALL OVER THE WORLD)

Category:                Health Care and Medical Hero of the Year

Rank:                      GOLD

Motto:                     Handling medical Emergencies, Globally

 

Handling Medical Emergencies, Globally:

Indian government announced a hard-lockdown, with just 4 hours notice. Flights, Hospitals, Embassies, transport, Offices came to grinding halt. People movement was prohibited, with penalty on opening ANY office. Both medical and logistics services were snapped leading to an utter confusion and distress all around.

International Star Assistance Pvt Ltd. (ISAPL) being a global company for Medical Emergency, were amidst many cases. The Director-Operations, Ms. Poonam Jain, decided to stand up and continue the services. As per Poonam ‘People need us more now’. Leading from the front, her Operations team was up and running overnight.

Operations

  1. Having worked globally; Poonam activated the ‘Work From Home’, as per the Business Continuity Plan.
  2. She activated the call diversions and hunting mode for 24×7 Alarm Centre.
  3. Established 100% normal communication channels (emails, phones, chats)
  4. The process books and data backups were leveraged for formats, tools, accounting etc.
  5. Learning from the lockdown and business criticality, Poonam relentlessly worked on refining the policy / procedures to conclude the Audits. Finally achieve the ISO 9001-2015 Certification for SEARCH & RESCUE, AIR EVACUATION, AIR AMBULANCE, MEDICAL ASSISTANCE & ESCORT, and TRANSPORTATION OF HUMAN REMAINS
  6. Poonam prepared for the eventuality of any existing staff getting infected of Covid-19. She hired professionals to expand Support team by another 60%

Medical Assistance

  • Poonam could envisage an immediate need for otherwise non-existent network and ecosystem for ‘Tele Medicine and counselling’.
  • Arranged Psychiatrist counselling sessions for foreign nationals stranded at India.
  • Poonam has established a team of Medics-paramedics for ‘home visit’, fully geared in PPE kits to provide Primary care for Covid-19 affected. An elaborate ‘Quarantine and monitoring’ was drawn in consultations with Doctors and learning from Medical agencies.
  • In miraculous feet, Poonam arranged Air transfer of Human remains from Covid locked Eastern Europe to Canada; while all along being at home (Delhi, India). It was a unique multi-mode, multicounty mission.
  • When everyone was losing peace, Poonam utilized the Covid-19 lockdown as an opportunity to seek overdue citizenship and immigration transfer of an Infant born in India 2 years back. US govt granted a ‘special case’ approval for Infant to reach home-US. Poonam went further ahead to arrange a seat in special flight of India-US for stranded. All this while coordinating with Washington.
  • Poonam leveraged her experience at US Embassy during Anthrax scare days to prepare SOPs for Embassies’ readiness for Covid handling
  • Poonam could fill the gap on Service provider for Air Charter; by leveraging network in Spain and Eastern Europe.
  • When clients / expats were concerned about availability of Super specialty Hospital for Covid-19 treatment, Poonam arranged assured & preferred services to them.
  • Quickly coached and guided the newly inducted staff, straight in a Work-from-Home mode, with devices, emails, phones working within 6 hours.
  • Received appreciation and publicity for conducting Covid awareness sessions among the Residential communities. Arranged groceries and medical help for the aged / isolated.

Team Learning:

  1. Ms. Poonam preferred to certify herself: International Red Cross’s course on “Restoring Family Links & Psychosocial Support in Emergency”
  2. Encouraged and coached Network Manager – Mr. Ankur Sharma certify himself: WHO’s “Health Emergency Program on Covid-19”
  3. Operations Manager – Mr. Deepak Rai learnt the nuances of Health and Travel Insurance
  4. Under Poonam’s mentoring, the complete Operations team was on feet 110% time. They felt more resourceful than before. The happiness and engagement was overwhelming. Poonam ensured a more than normal client communication. Team worked more cohesively and compassionate to those in need.
  5. Poonam’s empathetic approach is both consolation and reassuring to those in distress. She has happily handled the grief, anxiety and concerns of others. She brought few smiles back. During the severe Covid-19 outbreak, Poonam did lower her guards to take better care of fellow human beings.
  6. Under Poonam’s leadership, ISAPL stayed true to the company motto: Humane to Those in Distress!

Summary:

  1. Poonam exhibited resilience & mellowness in such unpredicted circumstances. She heroically led from front to dispel panic and nervousness among client & society. Arranged Psychiatric video sessions for mental health of stranded & isolated expats.
  2. During hard lockdown of cities, offices, state borders, Airlines & transport Poonam arranged logistics, permissions, and devices for team to operate 24×7. They remained cheerful & healthy in ghost towns; when everyone else had dithered.
  3. Poonam pragmatically handled emergency of others, even during scary Covid-19 lockdowns; assuring and providing food, medicines and Medical help.

Serving during the Global Crisis

Armenia Casket Poonam Red Cross Certificate_page-0001 Sanjay Jain WHO COVID-19 Cert_page-0001 (1)“Madam, Body has finally reached n received by family. My family joins me in thanking you for your all efforts n endeavours, to ensure the repatriation of my brother in law. It was a herculean task, in current on-going COVID situation & we are in quandary. You took stock of situation & handled it very diligently. Thanks again🙏 God Bless You🙏🙏”

Above are the words from a Canadian  family (of Indian origin), who’s member demised at Armenia. Covid made the matter complex for family. They struggled for many days, before reaching out to ISAPL. The Civic Agencies, Airports, Transport, Hospitals, Airlines were not at their best. ISAPL’s Director-Operations, Ms. Poonam has vast experience of 30+ years in Immigration and Emergency handling in extreme situations of Earthquake, Tsunami, Air Crash, Road Crash etc. But, this Covid Lockdowns are a new challenges.

There are revised and multiple guidelines from all agencies to handle the Death Remains during Covid times. Top it with 4 countries transfers involved: Armenia, Russia, USA and Canada.
Poonam’s experience in Disaster Management and alignment to Red Cross Foundation for Psychosocial Support in Emergencies.
Poonam’s partner Mr. Sanjay’s experience in International Business & WHO’s certification on health emergencies during Covid-19 were beneficial in these times.
A 10 days mission. Medical clearances, Police approvals, Immigration permission, packing and health certificates, Road transfers, Air transfers, Coordination among India, Armenia & Canada. Loads of documents and approvals and compliance. Meticulous coordination and Minute tracking by the Operations Manager Mr. Ankur and Empathy filled updates to the family.

We do what we are meant for “Humane to Those in Distress !”

Fastest Service ever; completed with Blessings!

Most important element of our services are Empathy and Experience. A Foreign national died at India on Sunday morning. Family is under emotional trauma. They engage our services and request for speedy formalities and procedures etc. They want transfer of Human Remains from India to Singapore. Considering the Hospital, Govt, Police, AIIMS, High Commission, Air India, Cargo; Our promise is of 72 hours.

(For reference purposes: an Indian techie (working for the premium most IT company) died at Finland on 28-Dec. The Human Remains arrived at Delhi on 19-Jan)

But, ISAPL (An Air Ambulance company) is about ‘Humane to Those in Distress !

The Director-Operations Ms. Poonam Jain on her toes. Experience, connections and relations of 25 years come handy. The team expedites all the formalities, approvals, processes right over the Sunday and early Monday. ISAPL dispatches the Remains in flat 35 hrs.  The FASTEST ever by our team. Because, we understand and empathize with the grieving family.

Thank you very much as well miss poonam. You have been a great blessing“- the Family

Casket wrapping

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