ATS Peer Observations
Customer Service Agents
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PEER
a person who is of equal standing
with another in a group:
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Program Outline
• Why safety observations?
• What we are observing?
• How to conduct observations
• Observation form
• What to do with the results?
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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
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Benefits
The ultimate goal of an observation process is the reduction
of injuries and accidents (incidents).
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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!
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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.
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Rushing?
Frustrated?
Fatigued?
Complacent?
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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
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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”
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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
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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.
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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
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https://atsconnect.com/peer
Username: peer
Password: p33R
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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)
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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.
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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.
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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.
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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.
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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.
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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
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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
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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.
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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?
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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?
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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?
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Let’s take a look at what we’re looking for
Was the jet bridge operated in a safe manner?
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Let’s take a look at what we’re looking for
Did the jet bridge operator follow proper door opening
procedures?
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Let’s take a look at what we’re looking for
Is the gate area and jet bridge secured to prevent unauthorized access?
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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.
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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?
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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?
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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?
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Let’s take a look at what we’re looking for
Did I and my team members practice proper lifting?
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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?
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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?
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Let’s take a look at what we’re looking for
Did I and my team members avoid running or
hurrying to prevent injuries?
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Let’s take a look at what we’re looking for
Did all members of my team have and use the required
PPE?
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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?
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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
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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.
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