Training and leadership overview of ground handling staff

[Ground handling company] wishes to thank you for the opportunity to provide a response to the allegations submitted via the ATSB REPCON process.

The allegation cites 'Safety risks to ground handling staff due to insufficient training and leadership overview.'

I would firstly like to state that [Ground handling company] takes such allegations seriously and more importantly the safety and welfare of their employees.

[Ground handling company] categorically refutes the allegations listed below and appreciates the opportunity to respond accordingly.

We confirm that an incident occurred at one of their regional airports in [State] resulting in a team member falling from the cargo hold of an aircraft and has had no such concerns specific to the allegations in 3.1 raised with the local management or escalated to the executive management through the company reporting system or escalation process.

[Ground handling company] refutes the added allegation in 3.1 of the team member operating under pressure compounded by insufficient training and inadequate managerial oversight.

Allegations:

1. The reporter has raised safety concerns for ground handling staff in relation to insufficient training and leadership overview.

2. The reporter states, critical gaps in workplace safety and operational standards have become increasingly evident.

2.1- These issues highlight management's ongoing failure to prioritise risk assessments to identify and mitigate workplace safety hazards, creating an environment where safety risks are unnecessarily elevated.

3. The reporter provided an example of a recent serious incident that occurred involving a ground handler who fell from the cargo hold of an aircraft during training.

3.1- The reporter states, 'The individual was operating under pressure, which was compounded by insufficient training and inadequate managerial oversight'.

4. The reporter is further concerned that the quality of training is poor with some senior supervisory staff having very little aviation experience required to ensure regulatory compliance and operational safety.

4.1- Training programs have not met the necessary standards to ensure operational safety and efficiency, resulting in unsafe practices, particularly for new employees.

4.2- The reporter states, 'Without proper training and risk mitigation strategies, employees, especially new hires, are being exposed to unsafe working conditions increasing the likelihood of incidents and injuries'.

Response:

1. The reporter has raised safety concerns for ground handling staff in relation to insufficient training and leadership overview.

Training provided to all new employees consists of three parts.

Online computer-based training (CBT) knowledge base development where the new inductee undertakes the [Ground handling company], airline, and any additional airport authority-imposed awareness training.

Practical and on-the-job training is then conducted with the new trainees through buddy coaching and development.

Final competency-based training is provided through the practical assessment of the individuals, where they are provided the opportunity to apply their theoretical and on the job training, learnings, and experience into a practical environment under the assessment process required by the customer airline.

This requires an airline approved trainer to perform the practical assessment training.

For the regional ports the Airport Manager arranges for the online CBT to be completed with assistance being available to answer questions from the inductee, as well as provide live examples and deeper understanding of the subject matter.

Once the CBT online training is completed, the manager will escort the inductee to observe real time operations with a debrief provided at the conclusion of the operational observations.

At a mutually agreed time, the manager will then provide opportunity for the inductee to perform non-critical safety activities under supervision and slowly increase their level of exposure at a pace that ensures the inductee is given opportunity to absorb and reflect on their new learnings.

Due to the roles requiring an Aviation Security Identification Card (ASIC) this on-the-job training under supervision provides an extended period of time to develop and imbed their new learnings. At a mutually agreed time, the manager will then arrange for the airline approved trainer to attend the airport to conduct practical assessments to determine the inductee’s competence.

2. The reporter states, critical gaps in workplace safety and operational standards have become increasingly evident.

2.1- These issues highlight management's ongoing failure to prioritise risk assessments to identify and mitigate workplace safety hazards, creating an environment where safety risks are unnecessarily elevated.

The company has a commitment to their workforce and a contractual requirement to the customer airlines as well as regulatory obligation to report, review, analyse and communicate all risk related events, incidents and hazards associated to their operational commitments.

This is presented to the workforce via the following methods and will be communicated face to face and electronically.

• monthly airport safety and compliance meeting
• bi-weekly airport managers meeting
• monthly regional airport managers meeting
• internal safety and security alerts
• regular operational updates as determined by the customer airlines, and / or regulators.

These forums provide the company the opportunity to present and discuss operational hazards and reported incidents along with identifying trends and identified operational risks. It also provides the company the opportunity to conduct lessons learned, information sharing from reported incidents and risks identified across the network and multiple client airline operations, whilst providing the staff an opportunity to raise concerns or seek clarity of operational requirements / challenges.

3. The reporter provided an example of a recent serious incident that occurred involving a ground handler who fell from the cargo hold of an aircraft during training.

3.1- The reporter states, 'The individual was operating under pressure, which was compounded by insufficient training and inadequate managerial oversight'.

At the time of the incident the team member had completed their 9th week of employment completing all CBT, induction and on-the-job training inclusive of practical assessments for competence, having completed 3 unassisted aircraft turnaround duties successfully without incident.

During their induction and training, a positive attitude was always displayed with a high focus on customer service delivery.

The team member joined the company through an employment agency on [date] and was signed of as competent 4 weeks later. The incident occurred the following month.

The incident resulted in a fall from the cargo hold onto the baggage barrow, before landing onto the ground.

The [flight crew member] and a fellow team member attended offering first aid.

The team member recovered from the fall and recommenced the unloading duties of the cargo hold.

At the time of the incident the team member admits they were rushing to complete their duties due to wanting to retrieve a disembarking passenger's crutches prior to their assisted disembarkation of the aircraft. Whilst retrieving the crutches, they have become entangled in the cargo hold load restraint netting contributing to the trip which resulted in the fall.

4. The reporter is further concerned that the quality of training is poor with some senior supervisory staff having very little aviation experience required to ensure regulatory compliance and operational safety.

4.1- Training programs have not met the necessary standards to ensure operational safety and efficiency, resulting in unsafe practices, particularly for new employees.

4.2- The reporter states, 'Without proper training and risk mitigation strategies, employees, especially new hires, are being exposed to unsafe working conditions increasing the likelihood of incidents and injuries.

As stated above in responses 1 and 2:

Any supervised coaching, development activities and on-the-job, training can only be provided by competently signed off team member or supervisory staff which has oversight by the local management.

This must be performed in accordance with the airline's training and standard operating procedures which have been approved by CASA as part of their Air Operators Certificate (AOC) requirements.

All new staff undertake the same induction training process and operational risk reporting information sharing processes.

The repetitive nature of the duties performed, and frequency of duty exposure does provide opportunity for knowledge and skills development and does assist in building the newer staff members confidence.