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or a critical incident, and so Critical
Incident Stress Management (CISM)
was launched.
Less than three years later, the effect of
the 1989 Sioux City crash involving a
DC-10 raised further questions on the
issue of whether the appropriate
psychological support was in place for the
ATCOs involved, who carried on
working, not knowing if there were any
survivors. Subsequently, four of the five
ATCOs working in the control tower
resigned after the accident.
How CISM works
Manfred Barbarino, human factors domain
manager at EUROCONTROL, explains:
“CISM is based on the fact that in aviation,
as in other domains such as the military
and police, people are sometimes
confronted with extremely abnormal
situations.” Following an incident,
therefore, those involved should be
immediately released from duty and a
CISM intervention should be carried out
by ‘CISM peers’ within 24 hours. The
intervention is undertaken by other ATCOs
who have undergone training to become a
CISM peer. According to Barbarino: “This
helps to stabilise the situation and reduces
the stresses. The crisis is acknowledged,
people can release facts and stress reactions
and encourage coping methods and
strategies to help those involved recover and
resume their normal functions within a
short period of time.
“These and other things are initially
done by ATC staff, but there are also
mental health professionals and families
who have a role to play. This is not a
process undertaken by one person alone,
but by a complete system. In this way it
is possible to help those involved in an
incident or accident get back to their
normal way of working and normal
physical and mental status,” says Barbarino.
Following a EUROCONTROL
awareness campaign, which included the
publication of a framework document in
1997, a number of Air Navigation
Service Providers (ANSPs) have
implemented CISM programmes. These
include Deutsche Flugsicherung (DFS),
ENAV of Italy, Maastricht UAC, NAV
Portugal and Switzerland’s skyguide. In
October 2004, IFATCA and
EUROCONTROL arranged a CISM
Workshop at IFATCA’s European
Regional Meeting (ERM) in Bucharest,
where representatives from DFS, NAV
and skyguide were able to give valuable
feedback on the experiences they had,
resulting from the Überlingen mid-air
collision. Discussions also included
progress reports of CISM
implementation with various service
providers, including the
EUROCONTROL Maastricht
UAC. Following this, in 2005
EUROCONTROL published CISM
User Implementation Guidelines to
support ANSPs in developing their own
CISM programne.
EUROCONTROL also leads a CISM
user group. Barbarino says: “The great
benefit is that it allows States or service
providers, who have already
implemented CISM programmes, to
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share experiences and best practices and
identify what additional developments
and features they need to introduce.”
This group also supports newcomers
who are considering implementing
CISM by providing support for the
implementation steps. Barbarino says: “We
have just received an official commitment
by one of the EUROCONTROL steering
boards allowing us to extend this user
group by three years to 2010.”
He goes on to point out that if ANSPs
are to implement a CISM programme, it
is of the utmost importance that there is
support from the operational staff, staff
associations and unions, but it is also
important that the whole of the
organisation’s management is fully
behind such an initiative. Barbarino says:
“If this is not the case, then such a
programme is very likely to fail.”
In order to keep up with the quality of
CISM in an organisation, there needs to
be regular refresher courses for the CISM
peers and they should have an
opportunity to have an annual
conference and workshop where they can
learn from each other to maintain the
quality of their work. This is essential
because the benefits of CISM have to be
evaluated and assessed in the short,
medium and long term, not only on the
individual and operator’s level but also
on the strategic and corporate level.
CISM improves safety and efficiency
Experience of a number of ANSPs has
already shown that a CISM programme
helps to achieve other corporate
objectives. Controllers often suffer a
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A Collaborative Approach to the Future(47)
