Loss and recovery

The loss of a chief pilot – either through accident, resignation or loss of medical – can be very challenging for any company, but there is a range of things that can be done to minimise disruption. Having a deputy chief pilot approved by CASA is a good start, but AAAA only recently discovered a CASA rule (or perhaps interpretation?) that the deputy must act in the substantive position of chief pilot within the last 12 months or the instrument of appointment is null and void. Why? Hard to say, but this is the sort of trap that only appears after it has been tested in real life.

Replacing a chief pilot – requiring as it will CASA approval – may take weeks, if not longer. How will the company operate in the interim? Relatively simple things can also create major problems. For example, what other approvals are held by key personnel and how would the company cope without those individual operating approvals? Or for that matter, who else holds passwords and access to the various computer systems the company relies on? In the worst case scenario, there are the additional considerations of ATSB investigators and the types of questions they will probably have to ask, the potential actions and requirements of CASA, as well as liaison that may be required with the police, Coroner’s office and others.

The media can also pose additional stress on a company and staff. Some media have proven to be unprincipled and unethical in their attempts to get a story – down to approaching families, friends and clients for comment. AAAA

We owe it to those we have lost to continue to improve our industry.

provides support to members by managing the media during crisis response, but it is important for companies to ensure staff know what is happening and who is able to speak on behalf of the company.

Managing staff also takes on a new dimension. Certainty and the future of the company may be an important message to get to staff to ensure the team is kept together. Staff meetings should become more frequent and should encourage open communication – including the expressing and addressing of fears and other feelings. Acknowledging that staff are also hurting and grieving is an important part of a sound recovery. Counselling or at least its availability is an important consideration.

Contacting clients and reassuring them about service is critical to the company’s future, especiallyif there has been an accident with a high media profile or high local awareness. Clients are likely to want to give you space if there has been an accident and contacting them directly is important.

Another side of preparedness is to undertake emergency drills and exercises, not only to practise procedures, but also to identify what hasn’t been thought of and what seemingly innocuous issue can stop the company in its tracks.

In the case of crisis recovery planning, at least part of the goal is the same as for personal estate planning – to minimise the stress and difficulties for those who have to deal with the aftermath.

AAAA has already started work on an addendum to its emergency response package to help members improve their recovery planning, but all operators should consider what they can do now to make their company more resilient.

We owe it to those we have lost to continue to improve our industry.