ATS Peer Observations Cabin Service Agents

1. ATS Peer Observations Cabin Service Agents

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

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

4. 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. 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. 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. 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

10. 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. 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. 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

14. https://atsconnect.com/peer Username: peer Password: p33R

15. 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. 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 safer operation. • Did the agent in charge 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. 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 to know if there is anything specifically different about this flight. • Was there a special request required for the flight? • Was this a quick turn where our time might be limited? • Indicate "No" if the team was not briefed on flight specific concerns and choose the reason from the "drop down" list

18. Let’s take a look at what we’re looking for Was the “Clean Talk” pre-cleaning checklist conducted with my team members and were all points covered? Clean Talk arrival huddles are required prior to starting the cleaning process. • This is a quick process to prepare for a safe flight. • Did the agent in charge truly cover all the points in the huddle or did we just "go through the motions"? • Indicate "No" if the huddle was not completed and all items confirmed and choose the reason from the "drop down" list.

20. Let’s take a look at what we’re looking for Was the “Clean Talk” post-cleaning checklist conducted with my team members and were all points covered? Clean Talk post cleaning huddles are required after the cleaning process is finished. • This is a quick process to make sure the aircraft is left “safe”. • Did the agent in charge truly cover all the points in the huddle or did we just "go through the motions"? • Indicate "No" if the huddle was not completed and all items confirmed and choose the reason from the "drop down" list.

22. Let’s take a look at what we’re looking for Were appropriate armed door procedures recognized and followed by me and my team members? Knowing how to identify a door that is armed is a very important step in the incident prevention process. • Were the door checked for armed? • Were “Monitor and Challenge” procedures followed for US Airways? • Did an unauthorized agent open a door? • Was an aircraft door opened for an unauthorized reason? • Indicate “No” if proper armed door procedures were not followed and choose the reason from the “drop down” list.

24. Let’s take a look at what we’re looking for Did I and my team members have all necessary supplies prepared in advance to perform our tasks? Its important to have all necessary supplies ready in advance. • Were cleaning solutions available? • Were lavatory supplies available? • Were seat back pockets available? • Was a vacuum available? • Indicate "No" if supplies were not available and choose the reason from the "drop down" list.

26. Let’s take a look at what we’re looking for Was I and my team members present at the arrival gate prior to the flight arrival? We should be ready and waiting for 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.

27. Let’s take a look at what we’re looking for Did I and my team members confirm all aircraft lights “off” prior to leaving the aircraft? We must make sure all aircraft lights are off prior to leaving the aircraft? • Did not positively confirm lights off? • Did not report lights left on? • If not indicate "No" and choose the reason from the "drop down" list.

28. Let’s take a look at what we’re looking for Were security search performed and documented as required? The security search must be performed on all flights required. Proper documentation is required as well. • Was the search completed properly? • Was the search paperwork completed? • If not indicate "No" and choose the equipment from the "drop down" list.

30. Let’s take a look at what we’re looking for Was GSE properly chocked? Equipment must be chocked whenever it is left unattended. • Was the lavatory unit chocked? • Was the water unit chocked? • Was the high lift truck chocked? • If not indicate "No" and choose the vehicle from the drop down list.

32. Let’s take a look at what we’re looking for Was a guideperson used when positioning high lift trucks or other GSE to the aircraft? Using a guideperson is required when positioning some pieces of GSE to the aircraft it is an important step in preventing aircraft damages. • Was a guideperson used? • Was the guideperson unavailable? • Was the guideperson positioned correctly? • If not indicate "No" and choose the reason from the drop down list.

34. 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. • 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.

35. Let’s take a look at what we’re looking for Did my team members use hand rails while going up and down jet bridge or air stairs? We have had injuries in the past as a result of agents not holding on to the hand rails. They may have been carrying supplies at the time but holding on to hand rails is a simple way to prevent slip, trip and fall injuries. • Did you and your team members use hand rails? • If not indicate "No" and choose the reason from the drop down list.

37. Let’s take a look at what we’re looking for Did my team members avoid slip trip and fall hazards while working the flight? Slips, trips and falls are a leading cause of injuries. • Poor housekeeping is another. Clean up your work areas to prevent slip, trip and fall injuries. • Of course weather is a factor too. Slipping on ice, snow or water is a common cause. These can all be easily prevented and eliminated. • Three points of contact when getting on or off of equipment is important as well. • Did you and your team avoid these common slip, trip and fall risks? If not answer "No" and choose the reason from the drop down list. .

39. Let’s take a look at what we’re looking for Did all members of my team have and use the required PPE while performing their job duties? Having and using the proper PPE is an important step in preventing workplace injuries. • Safety vests and hearing protection should be considered part of all agents uniform. • Lavatory service gloves and a face shield just makes sense when servicing lavs. • Gloves for our cabin service agents are required to help prevent the spread of germs when cleaning aircraft. • Did you and your team members have and use all the required PPE? If not answer "No" and choose the reason from the drop down list.

41. Let’s take a look at what we’re looking for Did I or my team members wear fall protection when opening/closing cabin doors? (high lift trucks) You could be seriously injured in a fall from a high lift truck. Wearing the proper fall protection is not only required it makes sense as well. • Fall protection should be considered a "zero tolerance" item you may not get a second chance if you fail to use fall protection. • Did you and your team members have and use all the required Fall protection? If not answer "No" and choose the reason from the drop down list.

43. Let’s take a look at what we’re looking for Did my team members report and take unsafe equipment out of service? Injuries have occurred as a result of using faulty or unsafe equipment in the past. ATS has procedures in place for identifying, reporting, and taking unsafe equipment out of service. • Anytime any piece of equipment is identified that is unsafe it should be: • Reported to a supervisor • Written up on the discrepancy board • And tagged out of service so other will not use it. • Did you or your team members report unsafe equipment as required? If not answer "No" and choose the reason from the drop down list.

45. Let’s take a look at what we’re looking for Did I and my team members recognize and follow BBP hazards? Cabin service agents may be exposed to blood borne pathogen hazards while working. Improperly disposed of needles, lancets or trash that may be contaminated with blood are possible sources. • Don’t reach into seat pockets without looking. • Don’t reach into trash containers. • Carry trash bags away from your body so you won’t be stuck accidentally. • Know what to look for in “SHARP’s” hazards. • Did you and your team members recognize and follow BBP hazards? If not answer "No" and choose the reason from the drop down list. .

46. Let’s take a look at what we’re looking for Are all spray bottles labeled with RTK/WHMIS labels? All secondary container must be labeled properly. Most of the time this is our cleaning fluids we use when grooming aircraft. • Are the RTK/WHMIS labels missing? • Are the labels worn? • Are they labeled correctly? • Are all spray bottles labeled with RTK/WHMIS labels? If not answer "No" and choose the reason from the drop down list.

47. Let’s take a look at what we’re looking for Were "heavy lift" job duties rotated between team members to prevent injuries? Performing the same job all day long is sometimes a factor in the cause of injuries. • One way to prevent this is to rotate job assignments between your team members. • Have one person do lavatories or galleys on one flight and seat pockets on the next. The same person shouldn’t vacuum every flight every day. • Were job assignments rotated? If not answer "No" and choose the reason from the drop down list.

48. Let’s take a look at what we’re looking for Did my team members stay clear of inlet ingestion and jet blast zones? Jet blast and inlet ingestion incidents can have serious consequences. You and your team members must be aware of and follow safety precautions. • Aircraft must not be approached until the engines are shut down (nose gear chocking on some aircraft is an exception). • You should not approach until the engines have spooled down (generally 30 seconds). • You should not approach until the beacon light is turned off. • Did you and your team members stay clear of inlet ingestion and jet blast zones? If not indicate "No" and choose the reason from the drop down list.

50. What are we doing with the results? First we need to get them submitted. We ask that you complete one observation per shift. 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