History Wars Accidents Emergency Services Daily Operations

CRITICAL INCIDENT any event that has the potential to create significant human distress and to overwhelm someone’s usual coping mechanisms

Critical Incident Stress Normal Reaction to Abnormal Event Critical Incident Stress Management Critical Incident Stress Management Critical Incident Stress Management

Psychological First Aid Confidential Voluntary Not Counselling Psychological First Aid Confidential Peer Support Peer support personnel have a credibility that no academic training programme can provide!

Individual Intervention Group Intervention Crisis Management Briefing

Individual Intervention (Defusing) Within 12 hours Peer Support 20 - 45 minutes

Group Intervention (Defusing) Within 12 hours Peer Support Small Groups (max 4) 20 - 45 minutes

Group Intervention High Impact Events Within 7 days Critical Incident Stress Debriefing (CISD) High Impact Events Within 7 days Peer and Clinical Support 1 - 3 hours Highly Structured

Crisis Management Briefing Provide information Provide a sense of leadership Reduce sense of chaos Enhance credibility Rumour control Provide coping resources Engender cohesion and morale Re-establish a sense of community/social cohesion Psychological screening

2004 ATCOs only 2006; Engineers 2008; Award for Outstanding Achievement 2010; All Personnel 2011; CISM for Managers

40 Individual Defusings per month 2 CISDs per year 220 Defusers 2010 40 Individual Defusings per month 2 CISDs per year 220 Defusers 15 Interventionists 19 Units

DOES IT WORK? "I do not doubt that CISM played a crucial part in helping my staff to come to terms with this incident and cope emotionally." Debbie Westley, ATC Watch Supervisor “I’m really grateful to the controller who ‘defused’ us. They were available immediately and although I didn’t think it was something that I needed, it was really valuable to have done it.” Jill Martin, Flight Information Service Officer (FISO)

£ € $ IS IT WORTH IT? ATC Case Study: 11 Senior Managers 38 Operational Managers 352 ATCOs 11 Units 66 Incidents 48 Incidents followed by CISM intervention $ Case Study: Human Performance and Air Traffic Management WHITE PAPER, EUROCONTROL, September 2010

IS IT WORTH IT? Every € returns 3.6 times £ IS IT WORTH IT? € ATC Case Study: CISM Reduced emotional stability Performance unaffected No loss of productivity ATC Case Study: NON-CISM Reduced emotional stability Impairment of traffic flow Delays of flights 10% Loss of productivity over 7.7 days $ IS IT WORTH IT? Every € returns 3.6 times Case Study: Human Performance and Air Traffic Management WHITE PAPER, EUROCONTROL, September 2010

CISM has become a standard part of an SMS in ANSPs world wide. CONCLUSION CISM has become a standard part of an SMS in ANSPs world wide. There is no reason to believe that CISM would not work in any other Aviation SMS

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