SWALLOWS and AMAZONS TOURS Safety & Security Policy
SWALLOWS and AMAZONS TOURS guarantees their boat trips, walks and canoeing to be of the highest safety standards possible based upon an ongoing process of identification, evaluation and control of all risks and dangers related to their tour activities. SWALLOWS and AMAZONS TOURS is also committed to controlling and minimizing the social and environmental impact of their tour activities upon the people and habitats visited. SWALLOWS and AMAZONS TOURS is fully conscious of all the legal ramifications of their business, including environmental and safety concerns as practiced by the most responsible tour operators in Brazil. Finally SWALLOWS and AMAZONS TOURS strives to remain informed at all times of developments pertaining to their activities, participating in events, programs and “recycling” courses for their guides, boat captains, employees and partners as offered by the authorities of the Brazilian tourism sector and the Ministry of Tourism.
Mark Aitchison, DirectorManaus, AM 10 MAY 2021
Mark Aitchison, DirectorManaus, AM 10 MAY 2021
Preparedness and Assistance for Emergencies - PAE
Swallows and Amazons Tours is continually working to minimize the risk of accidents that may occur during their tour activities. However, there are always external factors that may affect the safe conduct of these activities. Therefore, in the case of minor, medium or especially serious accidents or incidents, our company has developed an emergency plan which covers all possible emergency situations.Everyone involved in our activities (guide-conductors, boat captains, staff and directors) are aware of PAE and are prepared to take appropriate actions.
Personnel
Director – Responsible for the elaboration of PAE and coordinates all emergency activities.
Assistant – Co-responsible for the elaboration of PAE and supports the director in all emergency activities.
Guide-conductor – Responsible for the operation of PAE during activities and evaluates all accidents and incidents for the director
Boat Captains – Responsible for communication between the guide-conductor and director in the event of an accident or serious incident. Should the director be unavailable the guide-conductor is authorized to manage and implement all necessary emergency procedures in coordination with the guide-conductor during activities. If necessary he is also responsible for contact with the appropriate authorities (ambulance, hospital, police etcetera) in the event of any accident or serious incident.
Accident Severity Classification Levels
To insure better treatment and more efficiency when attending an accident or incident, accidents and incidents have been classified in three colors. Each color means a different severity level and, in consequence, a different emergency action.
Yellow code – Minor severity accident which can be treated at the accident site with the guide-conductor’s own first aid knowledge, thereby not interrupting the activities and not requiring any evacuation or more detailed procedure, ie. scratches, bruises, small cuts, headaches, minor stomach-ache etc.
Orange Code – Medium severity accident which can be treated at the accident site, but require greater attention, including the temporary suspension of tour activities and work by the guide-conductor to insure the safety & security of all involved, ie. hard fall, bruises, sprains, minor illness (flu, diarrhea, etc);
Red Code – Serious severity accident which, if not treated by more experienced authorities, might cause permanent injuries or even death. In most cases the immediate evacuation of the injured person and transfer to competent authorities is required. Red Code accidents are further divided into two grades:
Grade 1 – Serious that requires immediate professional medical attention for the injured person or they may die or suffer permanent bodily injury, ie. fractures or sprains of the neck region, severe wounds to vital organs or limbs, bites from poisonous animals, serious wild animal attacks etc.
Grade 2 – Serious that will probably NOT cause death or permanent bodily injury but still requires evacuation and professional medical attention eventually, ie. broken bones (internally or externally exposed), serious twists or severe wounds of non-essential body parts.
Classification of the locations where accidents may occur
During activities accidents may occur in three different areas (aboard the main boat, in canoes, kayaks and small motorboats, or during walks in the rainforest). Different locations demand different emergency actions. It is necessary therefore to have an action plan for each location.
Area 1 – Boat. Inside the boat that conducts the customers between river destinations may occur several types of accidents, all covered in our analysis of risks and dangers. Here emergency actions are generally quite straightforward as radio or cell phone communication is readily available and immediate travel is possible to a nearby clinic, local hospital or a specialized treatment location.
Area 2 – Canoe/kayak/small motorboat. In a small craft accidents that require emergency providences may occur too. Depending on the severity of the occurrence the treatment may be simple or complex. Communication with the principal boat is generally not far off.
Area 3 – In the rainforest. This area may demand treatment of the highest complexity. In the rainforest both communication and evacuation may be difficult due to distance, terrain and location. The main focus of our PAE addresses the risk and danger of accidents and incidents in this area.
Equipment involved in each area
In all three areas it is expected that the guide-conductor has a personal first aid kit and that the boat captain has a larger first aid kit on board the larger boat. Formal, and certified, first aid knowledge is highly recommended for all involved in the PAE process. Other essential items for both the guide and captain are described in our “check list” documents (see Operational Controls folder). Before all activities it is essential that the guide and boat captain establish a means of communication between themselves in the event of an accident or incident. This may simply be knowledge of where the group is going to for their activities, it may be the use of a local mateiro (jungle guide) as middleman, or it may be communication via whistle, cell phone or even walkie-talkies if available. A line of communication must also be guaranteed between the boat captain and company director and his assistant before all activities. This may be radio or cell phone contact. Topographical maps and localization devices such as GPS or SPOT devices may also be available and useful in emergency situations.
Action Protocol
Area 1 (Boat) – in this area code yellow, orange and red emergencies were identified as being possible. The guide will examine the victim and provide basic first aid treatment if possible. If the victim’s clinical condition worsens beyond code yellow or orange (or there is serious doubt that the victim can continue with the activity) the emergency will be upgraded to code red and evacuation of the victim must then be planned for. This requires the following steps:
1 – the Guide and Captain will judge the seriousness of the situation as code red grade 1 or code red grade 2.
2 – the Captain will contact the Director and report the victim’s condition, the boat’s location and the estimated time of travel to the closest treatment center or to Manaus city (main Manaus port or Tropical Hotel port). If possible the Guide should also make contact with the Tourist Assistance Hotline (associated with TOKIO Insurance’s Turista Seguro Program) for further assistance and instructions. If the Guide is unable to do this then the Director must do this.
3 – the Director will contact the necessary authorities (tourist assistance hotline, ambulance, hospital, police, TOKIO insurance etc) and arrange the meet the boat upon arrival in Manaus. The Director may also confirm whether or not there is a treatment center close to the place where the boat is and decide the Captain’s next coarse of action.
4 – in the event that the Captain is unable to contact the Director or his assistant he will have authority to contact whatever assistance he determines is necessary to treat the victim (see Contact and Emergency Numbers at the end of this document). The Captain will also be authorized to travel to the closest places he knows where treatment for the victim may be found before returning to Manaus eventually.
NOTE – the form of rescue of victims depends upon the seriousness of the accident. If the Captain and Director confirm a code red grade 1 accident the then immediate evacuation must be planned for. This may require the use of a local speedboat or even helicopter if available. If the Captain and Director confirm a code red grade 2 accident then immediate evacuation is not so urgent but must be organized without undue delay in any case.
Area 2 (Canoe/Kayak/Small Motorboats) – In this area code yellow or orange accidents were identified as most likely though red are possible as well. The Guide is authorized to provide basic first aid treatment if possible. The Guide must determine the degree of danger to the victim and decide upon what steps to take next. In the event of a code orange or red accident the victim must be returned to the larger boat without delay for further consultation with the Captain and for possible evacuation.
Area 3 (Rainforest) – In this area again code yellow or orange accidents were identified as most likely though red are possible as well. The Guide is authorized to provide basic first aid treatment if possible. The Guide must determine the degree of danger to the victim and decide upon what steps to take next. In the event of a code orange or red code accident the victim must be returned to the larger boat without delay for further consultation with the Captain. The Guide will have to arrange a means of evacuating the victim from the forest to the boat, ie. an improvised stretcher made from a hammock or jackets/shirts. However, if the Guide determines that evacuation by stretcher or other means of locomotion may subject the victim to further trauma he is instructed to isolate and comfort the victim as best he can. The Guide must then insure that communication with the Captain and the boat is established so that more competent medical assistance, and even rescue, may be called for.
Contacts and Emergency Numbers
Director’s cell phone (Mark Aitchison) (1) 774-316-1468Director’s cell phone (Tania Aichison) (1)774-216-0711SAMU (medical attendance service / ambulance) - 192Tokio Marine insurance – (92) 3584 4629 (Karen Nazaré, 9138 3025)Adventist Hospital – Gov. Danilo Areosa Avenue, 139 – Industrial District, Manaus, AM Tel: (92) 2123 1313Tourist Assistance Hotline (Turista Seguro Program) - 0800 722 7108Federal Police – 3655 1500 / 1585, 3656 1414 / 52521st Police district - 3635 6513 / 6652 / 6373Port of Manaus – 3233 7061, 3621 4310Buss station 3642-5805 (Eucatur, 3301-5800; Aruana, 3642-5757)Speedboat - 3622 6047IBAMA – 3613-3094 (green line, 0800 618080)IBAMA (Vet Diogo) – 9153 3548,3638 2890)IBAMA (NP Jaú) – 3303 6443 (Gilberto, 8816 0380)IBAMA (NP Anavilhanas) – 3365 1197 (Igor, 8815 0090)INPA – 3643 3292Fluvial Police - 147Military Police - 190Fire Department - 193 Clinic São Lucas (A. Mourim, 470) – 3327 1100, 3622 3679Santa Julia Hospital (Ayrao, 507) – 2121 9000São Jose Hospital (C.Nery, 1678 – 3622 4497 Samel Medical Support (J.Nabuco, 1755) – 2129 2200Portuguese Beneficente Hospital (J.Nabuco, 1009) – 3622 8874Unimed (Avenida Constantino Nery, 1678) – 3231 1350Emergency Children’s Hospital (Codajas, 26) – 3611 5051Dr. João Lucio Emergency Hospital (C. Ferreira, 3937) – 3647 175028 de Agosto Emergency Hospital (Recife, 1581) – 3643 4800Tropical Hospital (P.Texeira, 25) – 3238 3762 / 2588 Poisoning Hotline – 0800 722 6001 (24 h) Toxic Treatment Center of Manaus – 3622 1972SUSAM (Codajas, 26) – 3611 1917
Concluding Remarks
1 – The Safety and Security System (SGS) developed by Swallows and Amazons Tours guarantees safe and managed adventure tours that are however conducted in remote locations, at times far from civilization and usually well away from usual treatment centers. In the case of an accident, evacuation or the arrival of more competent medical personnel can take several hours depending on a variety of circumstances.
2 - Our Guides and Captains are able to deal with a wide variety of accidents and incidents and are prepared to treat minor injuries and common ailments. But they are NOT doctors or paramedics. In the event of a serious accident that requires immediate evacuation or surgical intervention our Guides and Captains are authorized to do no more than minimize further danger to the victim and to facilitate access to the victim by more competent medical personnel as quickly as possible.
Personnel
Director – Responsible for the elaboration of PAE and coordinates all emergency activities.
Assistant – Co-responsible for the elaboration of PAE and supports the director in all emergency activities.
Guide-conductor – Responsible for the operation of PAE during activities and evaluates all accidents and incidents for the director
Boat Captains – Responsible for communication between the guide-conductor and director in the event of an accident or serious incident. Should the director be unavailable the guide-conductor is authorized to manage and implement all necessary emergency procedures in coordination with the guide-conductor during activities. If necessary he is also responsible for contact with the appropriate authorities (ambulance, hospital, police etcetera) in the event of any accident or serious incident.
Accident Severity Classification Levels
To insure better treatment and more efficiency when attending an accident or incident, accidents and incidents have been classified in three colors. Each color means a different severity level and, in consequence, a different emergency action.
Yellow code – Minor severity accident which can be treated at the accident site with the guide-conductor’s own first aid knowledge, thereby not interrupting the activities and not requiring any evacuation or more detailed procedure, ie. scratches, bruises, small cuts, headaches, minor stomach-ache etc.
Orange Code – Medium severity accident which can be treated at the accident site, but require greater attention, including the temporary suspension of tour activities and work by the guide-conductor to insure the safety & security of all involved, ie. hard fall, bruises, sprains, minor illness (flu, diarrhea, etc);
Red Code – Serious severity accident which, if not treated by more experienced authorities, might cause permanent injuries or even death. In most cases the immediate evacuation of the injured person and transfer to competent authorities is required. Red Code accidents are further divided into two grades:
Grade 1 – Serious that requires immediate professional medical attention for the injured person or they may die or suffer permanent bodily injury, ie. fractures or sprains of the neck region, severe wounds to vital organs or limbs, bites from poisonous animals, serious wild animal attacks etc.
Grade 2 – Serious that will probably NOT cause death or permanent bodily injury but still requires evacuation and professional medical attention eventually, ie. broken bones (internally or externally exposed), serious twists or severe wounds of non-essential body parts.
Classification of the locations where accidents may occur
During activities accidents may occur in three different areas (aboard the main boat, in canoes, kayaks and small motorboats, or during walks in the rainforest). Different locations demand different emergency actions. It is necessary therefore to have an action plan for each location.
Area 1 – Boat. Inside the boat that conducts the customers between river destinations may occur several types of accidents, all covered in our analysis of risks and dangers. Here emergency actions are generally quite straightforward as radio or cell phone communication is readily available and immediate travel is possible to a nearby clinic, local hospital or a specialized treatment location.
Area 2 – Canoe/kayak/small motorboat. In a small craft accidents that require emergency providences may occur too. Depending on the severity of the occurrence the treatment may be simple or complex. Communication with the principal boat is generally not far off.
Area 3 – In the rainforest. This area may demand treatment of the highest complexity. In the rainforest both communication and evacuation may be difficult due to distance, terrain and location. The main focus of our PAE addresses the risk and danger of accidents and incidents in this area.
Equipment involved in each area
In all three areas it is expected that the guide-conductor has a personal first aid kit and that the boat captain has a larger first aid kit on board the larger boat. Formal, and certified, first aid knowledge is highly recommended for all involved in the PAE process. Other essential items for both the guide and captain are described in our “check list” documents (see Operational Controls folder). Before all activities it is essential that the guide and boat captain establish a means of communication between themselves in the event of an accident or incident. This may simply be knowledge of where the group is going to for their activities, it may be the use of a local mateiro (jungle guide) as middleman, or it may be communication via whistle, cell phone or even walkie-talkies if available. A line of communication must also be guaranteed between the boat captain and company director and his assistant before all activities. This may be radio or cell phone contact. Topographical maps and localization devices such as GPS or SPOT devices may also be available and useful in emergency situations.
Action Protocol
Area 1 (Boat) – in this area code yellow, orange and red emergencies were identified as being possible. The guide will examine the victim and provide basic first aid treatment if possible. If the victim’s clinical condition worsens beyond code yellow or orange (or there is serious doubt that the victim can continue with the activity) the emergency will be upgraded to code red and evacuation of the victim must then be planned for. This requires the following steps:
1 – the Guide and Captain will judge the seriousness of the situation as code red grade 1 or code red grade 2.
2 – the Captain will contact the Director and report the victim’s condition, the boat’s location and the estimated time of travel to the closest treatment center or to Manaus city (main Manaus port or Tropical Hotel port). If possible the Guide should also make contact with the Tourist Assistance Hotline (associated with TOKIO Insurance’s Turista Seguro Program) for further assistance and instructions. If the Guide is unable to do this then the Director must do this.
3 – the Director will contact the necessary authorities (tourist assistance hotline, ambulance, hospital, police, TOKIO insurance etc) and arrange the meet the boat upon arrival in Manaus. The Director may also confirm whether or not there is a treatment center close to the place where the boat is and decide the Captain’s next coarse of action.
4 – in the event that the Captain is unable to contact the Director or his assistant he will have authority to contact whatever assistance he determines is necessary to treat the victim (see Contact and Emergency Numbers at the end of this document). The Captain will also be authorized to travel to the closest places he knows where treatment for the victim may be found before returning to Manaus eventually.
NOTE – the form of rescue of victims depends upon the seriousness of the accident. If the Captain and Director confirm a code red grade 1 accident the then immediate evacuation must be planned for. This may require the use of a local speedboat or even helicopter if available. If the Captain and Director confirm a code red grade 2 accident then immediate evacuation is not so urgent but must be organized without undue delay in any case.
Area 2 (Canoe/Kayak/Small Motorboats) – In this area code yellow or orange accidents were identified as most likely though red are possible as well. The Guide is authorized to provide basic first aid treatment if possible. The Guide must determine the degree of danger to the victim and decide upon what steps to take next. In the event of a code orange or red accident the victim must be returned to the larger boat without delay for further consultation with the Captain and for possible evacuation.
Area 3 (Rainforest) – In this area again code yellow or orange accidents were identified as most likely though red are possible as well. The Guide is authorized to provide basic first aid treatment if possible. The Guide must determine the degree of danger to the victim and decide upon what steps to take next. In the event of a code orange or red code accident the victim must be returned to the larger boat without delay for further consultation with the Captain. The Guide will have to arrange a means of evacuating the victim from the forest to the boat, ie. an improvised stretcher made from a hammock or jackets/shirts. However, if the Guide determines that evacuation by stretcher or other means of locomotion may subject the victim to further trauma he is instructed to isolate and comfort the victim as best he can. The Guide must then insure that communication with the Captain and the boat is established so that more competent medical assistance, and even rescue, may be called for.
Contacts and Emergency Numbers
Director’s cell phone (Mark Aitchison) (1) 774-316-1468Director’s cell phone (Tania Aichison) (1)774-216-0711SAMU (medical attendance service / ambulance) - 192Tokio Marine insurance – (92) 3584 4629 (Karen Nazaré, 9138 3025)Adventist Hospital – Gov. Danilo Areosa Avenue, 139 – Industrial District, Manaus, AM Tel: (92) 2123 1313Tourist Assistance Hotline (Turista Seguro Program) - 0800 722 7108Federal Police – 3655 1500 / 1585, 3656 1414 / 52521st Police district - 3635 6513 / 6652 / 6373Port of Manaus – 3233 7061, 3621 4310Buss station 3642-5805 (Eucatur, 3301-5800; Aruana, 3642-5757)Speedboat - 3622 6047IBAMA – 3613-3094 (green line, 0800 618080)IBAMA (Vet Diogo) – 9153 3548,3638 2890)IBAMA (NP Jaú) – 3303 6443 (Gilberto, 8816 0380)IBAMA (NP Anavilhanas) – 3365 1197 (Igor, 8815 0090)INPA – 3643 3292Fluvial Police - 147Military Police - 190Fire Department - 193 Clinic São Lucas (A. Mourim, 470) – 3327 1100, 3622 3679Santa Julia Hospital (Ayrao, 507) – 2121 9000São Jose Hospital (C.Nery, 1678 – 3622 4497 Samel Medical Support (J.Nabuco, 1755) – 2129 2200Portuguese Beneficente Hospital (J.Nabuco, 1009) – 3622 8874Unimed (Avenida Constantino Nery, 1678) – 3231 1350Emergency Children’s Hospital (Codajas, 26) – 3611 5051Dr. João Lucio Emergency Hospital (C. Ferreira, 3937) – 3647 175028 de Agosto Emergency Hospital (Recife, 1581) – 3643 4800Tropical Hospital (P.Texeira, 25) – 3238 3762 / 2588 Poisoning Hotline – 0800 722 6001 (24 h) Toxic Treatment Center of Manaus – 3622 1972SUSAM (Codajas, 26) – 3611 1917
Concluding Remarks
1 – The Safety and Security System (SGS) developed by Swallows and Amazons Tours guarantees safe and managed adventure tours that are however conducted in remote locations, at times far from civilization and usually well away from usual treatment centers. In the case of an accident, evacuation or the arrival of more competent medical personnel can take several hours depending on a variety of circumstances.
2 - Our Guides and Captains are able to deal with a wide variety of accidents and incidents and are prepared to treat minor injuries and common ailments. But they are NOT doctors or paramedics. In the event of a serious accident that requires immediate evacuation or surgical intervention our Guides and Captains are authorized to do no more than minimize further danger to the victim and to facilitate access to the victim by more competent medical personnel as quickly as possible.
Brazilian Association of Technical Standards Safety & Security Certification
February 23, 2011
Dear Sirs,
We hereby inform you that, by the Management Systems Certification Manager, the SWALLOWS AND AMAZONS TURISMO LTDA certification in accordance with ABNT NBR 15331: 2006 was approved “ad referendum” with validity until February 17, 2016.
Attached is the Procedure (PG-02.09) for disclosing the Brand and the respective logo (s).
Graciously,Michelle BasílioABNT - Gerência de Certificação de Sistema de GestãoTel.: (21) 3974-2360Fax.: (21) 3974-2315Skype: michelle.basilio
Dear Sirs,
We hereby inform you that, by the Management Systems Certification Manager, the SWALLOWS AND AMAZONS TURISMO LTDA certification in accordance with ABNT NBR 15331: 2006 was approved “ad referendum” with validity until February 17, 2016.
Attached is the Procedure (PG-02.09) for disclosing the Brand and the respective logo (s).
Graciously,Michelle BasílioABNT - Gerência de Certificação de Sistema de GestãoTel.: (21) 3974-2360Fax.: (21) 3974-2315Skype: michelle.basilio
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