1. PROGRAM CRISIS MANAGEMENT : A Case Study of a National Leader in Aviation Education Doug Kendzierski Chair, Applied Technology CCBC Dr. Doug Williams Director, Aviation Technology Programs CCBC Innovations Conference 2016 – Chicago, IL

2. The Community College of Baltimore County

3. Aviation Education at CCBC Program Inception Enrollment of 350-400 per semester 4 FT Faculty & 30+ PT Faculty VA Approved FAA Approved ATC Collegiate Training Initiative (CTI) Regional Flight Program; 14 Affiliate Flight Training Centers 6 Distinct AAS Degrees Flight Operations Management Air Traffic Control Flight Dispatcher Professional Pilot - Airplane Professional Pilot - Helicopter Professional Pilot - Unmanned Aircraft Systems

4. Program Crisis: Part One FAA Collegiate Training Initiative (CTI) Partnership Diversity pressure from special interest groups December 31, 2014 – FAA Notice to CTI Schools 3,500 graduates in the hiring pool – ready & tested January 2015 – Conference Call with FAA & CTI Schools No differential priority of CTI graduates No differential priority of Veterans No differential priority for college graduates QUALIFICATION: 3 years of progressive employment Eliminated ATSAT; Implemented un-validated Bio Inventory Grads in queue must reapply Immediate Implementation

5. Program Crisis: Part One AT-SAT Passers fail BA OTS hires failure rate of 60% ATC Shortage Exacerbated Massive Media Coverage Congressional Hearings Congressional Legislation ATC Enrollment declines 50% over two years at CCBC Many other CTI programs close Graduates age out General industry alarm; concern among flying public FAA goes silent

6. Program Crisis: Part One

7. Program Crisis: Part Two VA is overcharged by several institutions for flight time Orders national audit of all VA-approved flight colleges Funding to current and new students is delayed Significant portion of our current student population is at risk of non-funding going forward

8. Crisis Management Calm confidence Immediately informed Executive Staff Power in numbers; Coalesce with CTI College Network Association of Collegiate Training Institutions (ACTI) incorporated in June, 2014 CCBC assumes founding Vice-President & Treasurer Aggressive and coordinated PR Campaign Industry Affiliates Local and National Media Lobbying Congress Unions

9. Crisis Management Establish national standards/outcomes, for lack of FAA Leadership Educate our prospective and existing VA students about the situation; assure of CCBC’s compliance and eventual resolution Work tirelessly and manually to ensure non-disruption in VA benefits for current students Promote programs at an unprecedented level Prepare for a sterling outcome of VA Audit

10. Crisis One Outcomes ACTI is a flourishing, productive and effective network that is improving Collegiate Aviation Education nationwide Fox News runs 1 hour feature on national TV; many follow up reports 4 x FAA ATC senior leadership officers “resign” FAA Cheating Scandal uncovered & televised on FOX News Congress demand 2 separate investigations FAA Reauthorization Act includes ACTI Language FAA silently returns to CTI and Veteran priority Industry as a whole rallies around ACTI position CCBC’s leadership on issue and national profile rises Standardized Outcomes in Progress Enrollment begins to re-climb toward record levels

11. Crisis Two Outcomes CCBC passes extensive VA audit with flying colors VA issues directive that flight schools move in-house CCBC in process on interim and permanent solution to directive Interim funding resumes CCBC Flight School likely to be established in 2016-2017, or alternative arrangements suitable to VA Enrollment begins to re-climb toward record levels

12. Lemonade Framework

13. The Solution To Your Programing PAIN: Plan & Prioritize Affirm & Assure Inform/Introspection Network

14. Lemonade Framework CALM and CONFIDENT: Self Affirmation RESOLVE TO “WALK IN THE LIGHT” INFORM ALL INTERNAL PRINCIPALS; SECURE ADVICE CONSULT EXTERNAL CONSTITUENTS FORMULATE A PLAN; SECURE BUY-IN COMMUNICATE OPENLY AND REASSUREDLY TO ALL IMPACTED FORM LIKE-MINDED ALLIANCES (POWER IN NUMBERS) SEEK TO DO MORE THAN RESOLVE: IMPROVE/ENHANCE!!!! INTROSPECTION (ANY CULPABILITY? WHAT COULD WE HAVE DONE?) ONCE RESOLVED; FORGIVE AND FORGET. KEEP CONSTITUENTS’ BEST INTEREST AS PRIORITY THROUGHOUT APPLY LESSONS LEARNED TO A MORE PROACTIVE APPROACH STAY OPTIMISTIC THROUGHOUT; OTHERS ARE LOOKING TO YOU

15. Lemonade Framework: APPLIED!!! Walk through of some of your program crises using the Lemonade Framework

16. For more information, contact: Doug Kendzierski, Chair, Applied Technology dkendzierski@ccbcmd.edu Dr. Doug Williams, Director, Aviation Technology Programs dwilliams@ccbcmd.edu