Question 1

What can I use this service for?

Accepted Answer

Anything where you would value talking to a peer. This may cover topics such as: your psychological wellbeing; life stressors and changes; relationship problems; fatigue; work/life balance; bereavement; work pressures; colleague concerns; career options; financial problems; health concerns etc.

The trained peers are there for you, your well-being as a person, and as part of the below-wing community. While they cannot act on your behalf, provide expert opinion, advice, or even 'fix' your problem, what makes them superbly qualified is that they are pilots like you. They have all had further/advanced training in supporting the below-wing community and they in turn are supported by a team of independent psychologists. They are willing to listen to you, understand your challenges, and help you figure it out (or at least point you in the right direction).

Like most things, it is better to deal with problems and talk to others before they start to boil over. Things needn’t get to a crisis point before you contact us. In fact, the sooner you do, the better we can support you.

Question 2

Who are our trained peers?

Accepted Answer

We have taken great care in selecting a wide range of professionals who work across the aviation sector. From ramp to ground staff, engineers, and baggage handlers our peers have a wide range of experience and reflect a diverse demographic background. More importantly, though, they understand the pressures of working in this sector and have weathered many of the same personal and professional challenges users of this service may be currently experiencing.

In our peers, you will find a confidential and empathic listener who is trained to be non-judgemental, supportive, and 'on your side'.

Question 3

What happens when I make a request to speak to a CAP trained peer?

Accepted Answer

Once you have requested contact you will receive an email/text message confirming your contact request. The first trained peer to pick it up, will either text or email you (whichever preference you indicated) and arrange a suitable time to talk on the phone.

The initial conversation will be to understand how we can best help you - or which direction to point you in. You may have a specific request for guidance or information, or you may be seeking support on a particular challenge you are facing. Either way, we are here for you.

Question 4

What if I am concerned about a colleague?

Accepted Answer

It is always better for people themselves to make contact with this service. However, sometimes they are too fearful to do so or have lost perspective on the impact that this is having on their performance or those they work with. If you believe that their situation has an immediate safety implication, then you are obliged to act directly and contact your line manager.

However, if you believe the impact is more 'slow burning', cumulative, or may put a less experienced or assertive colleague in a potentially difficult position, then we suggest discussing this with a peer.

To be clear, this is not about 'reporting' your colleague, this is about discussing it with a trained peer and together working out what your best course of action is.

Having read this and finding you still have concerns, contact us anyway: that's what we are here for!

Question 5

Can I use this service in an emergency?

Accepted Answer

No, we are not set up to deal with emergencies. If you think that your own (or someone else’s) safety is in immediate danger, please contact your local emergency service.

Question 6

Why are there different contact request times i.e. 24 or 48hrs?

Accepted Answer

As this is a Peer Support Programme, we want your first contact to be with a Below Wing peer - and not a call centre operator. Given that they are working too, it is not always possible to immediately connect you to one. However, they will do their best to respond to you as soon as is reasonable - and within your requested timeframe.

You can help us identify the level of need from your request:

If you request to be contacted within 24hrs - we will assume your request is important. However, you would prefer to talk to someone sooner than later and we will respond to you within daytime hours seven days a week.

If you request to be contacted within 48hrs, we will assume that whilst your request is important, you are happy for us to contact you during daytime hours, Monday - Friday.

Question 7

Can the peer intervene, advocate on my behalf, or declare me unfit for duty?

Accepted Answer

No. As this is a peer support service, the aim is to support you in making decisions and taking action to resolve a particular problem or issue you are dealing with.

Our peers are not qualified, nor in a position to decide on whether you are fit to work. Even following your conversation, that decision remains your responsibility. However, as a peer, they can help you work this out yourself and/or figure out your options and how best to progress them.

This is what they are here for.

Question 8

What if the peer can't help me?

Accepted Answer

Your peer is supported by a specialist mental health professional (e.g. clinical psychologist) which they have access to, who in turn has access to a range of resources and channels. If for some reason, your peer can't help you, they will do their best to find out or direct you to someone who can.

Question 9

Is this service really independent?

Accepted Answer

Your organization recognizes that for this to work, it needs to be independent of the company, the unions, and the Regulator. This is in line with recent EASA and global NAA recommendations.

While this service is staffed by trained peers, it is managed and supported by an independent company, The Centre for Aviation Psychology, to ensure standards are met and the service is professionally managed. This company consists of clinical psychologists who specialise in aviation psychology and are market leaders and subject matter experts in this field.

Question 10

How is confidentiality assured?

Accepted Answer

Details of individual users are strictly confidential and are protected in the same way medical records would be protected. We are compliant with data protection regulation in the countries that we operate in.
 
We keep a protected and encrypted record of your contact details. We also keep a separate, anonymised and encrypted record of your contact with the peer supporting you - and to which their clinical supervisor has sight of. However, no other peer has sight of this. In exceptional circumstances and within an established protocol, the Clinical and Operational Directors of the CAP PSP (both Clinical Psychologists) can access this information. ​Within your rights under the Data Protection Act, you can request to see the information we hold on you.

To do so, please contact us and we will send you the address to which you can direct your enquiry and the process in which we can verify your identity.

Question 11

What are the limits to confidentiality?

Accepted Answer

We take your confidentiality very seriously. ​However, if you tell us anything that gives us demonstrable concern about your safety or anyone else’s, just as in other healthcare and workplace settings, we are ethically and legally obliged to waive your confidentiality. ​In this extremely rare event, your peer will follow an established protocol of contacting their clinical supervisor and together deciding on the most appropriate course of action. However, they will always work with you first to figure out a way in which you and others can be safely protected and with your consent.

Question 12

How will you know that I work for a company that subscribes to the Cabin Crew PSP?

Accepted Answer

We will never turn away personnel in need.

However, during the first call, we will ask you for your employing company. We will then cross-check your initials against the list of initials we have been provided by each member. At no point will we share any personal information about you with your employer - even if we can't find your initials on our list. This process of cross-checking is the best and simplest way that we can monitor usage per member company. The only information we will share with your employer is half-yearly aggregate and trend data, and only if anonymity can be assured. In other words, we will not be sharing this information in any way, if it is possible to identify individuals in doing so.

Question 13

How do I complain about this service?

Accepted Answer

If something isn't working for you, the only way we can fix it is if you let us know. Please direct your complaint to us and be assured that we will deal with them in a discreet and appropriate manner.

Question 14

I have made a contact request but haven't heard back - what should I do?

Accepted Answer

In this unlikely event, please sent us an email and we resolve this asap.

Frequently Asked Questions