member of ats peer observations customer service agents

Member of

ATS Peer ObservationsCustomer Service Agents

Member of

PEER

a person who is of equal standing with another in a group:

3

Member of

Program Outline

• Why safety observations? • What we are observing?• How to conduct observations• Observation form• What to do with the results?

4

Member of

Why?

An observation based safety program can be the foundation of a positive safety culture at your station. This along with near-miss reporting and incident investigations provides an excellent way of addressing the human factors of safety.

• Helps eliminate unsafe or hazardous acts and conditions• It encourages participation from more people

•Increases safety individually and as a whole

• Leads to a continuous improvement of safety performance

5

Member of

Benefits

The ultimate goal of an observation process is the reduction of injuries and accidents (incidents).

• Enhance safety at your station• Enhance safety for all of ATS• Better customer (airline) satisfaction• Reduce costs

On a more personal note the observation process will help promote a strong individual safety culture.

• Instead of being “responsible” for incidents you are part of the prevention process (management, you and your peers)

• Who is better qualified than you and your peers who know the risks and inherent dangers to identify and eliminate hazards or behaviors.

• Don’t you think that by doing these observations your safety behaviors will be influenced?

Ownership!

6

Member of

What are we observing?

Most of our incidents are “people based”. Keep in mind that many times those involved meant well and didn’t mean to have an incident but there are many reasons that lead up to the incident.

• Rushing?

• Frustrated?

• Fatigued?

• Complacent?

7

Member of

What are we observing?

We can and have identified the causes of both our accidents and our injuries. Our observation process has to be short and to the point so that it can be carried out in your operations. We have focused on the key behaviors that result in the most common incidents…”Top Ten List”

• Behaviors

• Observable

• Identifiable

• Anonymous

8

Member of

9

Member of

10

Member of

Are you really seeing what you think?

Remember as you a conducting your observations to really see what you are looking at.

• Many times your routine becomes just that. • Step back and look at your operation with a fresh set of eyes.• “That’s just the way we have to do it here”

11

Member of

How to conduct observations

Obviously an observation will be based on what you see. It shouldn’t end there. After the observation is conducted a briefing with your Peers is in order.

• Go over the results• Don’t identify individuals• Focus on both safe and unsafe behaviors…”Way to Go”…”Watch

Out”• Being able to talk to your Peers is the most important part of the

observation process. •Commend them on things done well

•Bring up hazardous behaviors noticed

12

Member of

How to conduct observations

Our observations will need to be formatted in a way that they can be carried out during your normal routine. They will need to be done while you are actively working a flight.

• Be familiar with the form• Be familiar with the items on the form• Keep these in mind when working• Go back and complete the form• Review the results• Submit the results

13

Member of

14

Member of

https://atsconnect.com/peerUsername: peerPassword: p33R

15

Member of

Observation Form

• Basic information about the flight observed• Aircraft type (is there a trend that correlates with the

type of aircraft and frequency of safe or unsafe behaviors)

• Name of observer (You)• Time of observation (is there a time during the day

that more safe or unsafe behaviors are noted)

• Broke down into two different sections• Aircraft Damage• Employee Injuries

• Did you observe the behavior?• Yes, No, Not Observed• If “no” indicate…(use the drop down)

16

Member of

Let’s take a look at what we’re looking for

Were job duties and responsibilities well defined to me and others in my team?

A well planned flight with clear and concise job duties will result in a safe and on-time operation.

• Did the supervisor and/or manager delegate responsibilities to all that were involved in the flight?

• Did everyone just assume they were assigned the same tasks as before or did everyone actually know?

• Indicate "No" if the flight was not well planned in advance and choose the reason from the "drop down" list.

17

Member of

Let’s take a look at what we’re looking for

Was I and my team members briefed on flight specific concerns?

It’s important that all those that are involved in the flight know if there are any special request for the inbound or outbound flight.

• Was this an international flight?

• Is this a quick turn?

• Were there any UM’s, wheelchair or other special requests?

• Indicate “No” if the specific load plans were not briefed and choose the reason from the “drop down” list.

18

Member of

Let’s take a look at what we’re looking for

Did I or my team members complete an ATS “Counter Point” briefing?

Prior to the commencement of check-in a briefing should be held with all available agents using the ATS “Counter Points” briefing card.

• This is a quick process to prepare for a safe and on-time flight.• Were cards available to me?• Are agents familiar with these cards?• Indicate "No" if the huddle was not completed and all items

confirmed and choose the reason from the "drop down" list.

19

Member of

Let’s take a look at what we’re looking for

Do my team members have all the necessary supplies required to handle the flight?

Its important to have all necessary supplies ready in advance.

• Are printers fully stocked with ticket/boarding pass stock?• Are printers assigned and working at both ticket counters and

gates?• Was the flight paperwork ready prior to departure?• Did all applicable agents have radios or other means of

communication?• Indicate "No" if supplies were not available and choose the

reason from the "drop down" list

20

Member of

Let’s take a look at what we’re looking for

Is ticket stock and cash secured as required?

Its important to ensure that any ticket stock and cash handling procedures are followed at all times.

• Were all drawers containing tickets and boarding passes locked?

• Was cash drawers secured?• Was the cash deposit and withdrawals from the safe witnessed

and documented?• Indicate "No" if supplies were not available and choose the

reason from the "drop down" list

21

Member of

Let’s take a look at what we’re looking for

Was I and/or my team members at the gate area prior to arrival?

We should be at the gate prior to the aircraft arrival. • Were the agents at the gate prior to the arrival?• Were the agents at the proper gate?• Indicate "No“ if the agents were not at the gate prior to the

arrival and choose the reason from the "drop down" list.

22

Member of

23

Member of

Let’s take a look at what we’re looking for

Was the jet bridge positioned in the “stow box” prior to the aircraft arrival and departure?

24

Member of

Let’s take a look at what we’re looking for

Did the jet bridge operator wait for a guide person when operating the jet bridge?

25

Member of

Let’s take a look at what we’re looking for

Did the jet bridge operator inspect door area for FOA damage prior to positioning?

26

Member of

Let’s take a look at what we’re looking for

Was the jet bridge operated in a safe manner?

27

Member of

Let’s take a look at what we’re looking for

Did the jet bridge operator follow proper door opening procedures?

28

Member of

Let’s take a look at what we’re looking for

Is the gate area and jet bridge secured to prevent un-authorized access?

29

Member of

Let’s take a look at what we’re looking for

Did my team participate in Stretch and Flex prior to beginning our daily activity?

Strains and sprains from heavy lifting are the leading cause of injuries at ATS.

• One way to prevent these is by stretching and loosening up before your shift begins.

• ATS has a "Stretch and Flex" program that all should participate in in an effort to prevent these types of injuries.

• Is it completed daily?

• Did you and your team "Stretch and Flex" prior to your shift? If not indicate "No" and choose the reason from the drop down list.

30

Member of

Let’s take a look at what we’re looking for

Did I and my team members keep the counter and gate area free of slip, trip and fall hazards?

31

Member of

Let’s take a look at what we’re looking for

Did I and my team members keep the counter and gate area drawers, doors and cabinets secured to prevent injury?

32

Member of

Let’s take a look at what we’re looking for

Did I and my team members seek assistance when handling heavy or oversized objects or disabled passengers?

33

Member of

Let’s take a look at what we’re looking for

Did I and my team members practice proper lifting?

34

Member of

Let’s take a look at what we’re looking for

Did I and my team members avoid walking on or crossing over moving baggage belts?

35

Member of

Let’s take a look at what we’re looking for

Did I and my team members use hand rails when walking up and down jet bridge stairs?

36

Member of

Let’s take a look at what we’re looking for

Did I and my team members avoid running or hurrying to prevent injuries?

37

Member of

Let’s take a look at what we’re looking for

Did all members of my team have and use the required PPE?

38

Member of

Let’s take a look at what we’re looking for

Did I and my team members stay clear of inlet ingestion and jet blast zones?

39

Member of

What are we doing with the results?

First we need to get them submitted.

We ask that you complete 4 observations per week. This will be a Leading Indicator and measured for your station’s performance.

• The form should be filled out electronically

https://atsconnect.com/peer

Username: peer

Password: p33R

All of the information will be kept confidential

All of the data will be tracked and trended so that we can respond with changes to training, policies and procedures

40

Member of

What should you do with the results?

Locally you should respond to the trends you see and address issues in crew briefings, safety committees, and local policies.