United States Department of Transportation
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Development and Utility of the Front Line Manager’s Quick Reference Guide
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2013-05-01
[PDF-483.72 KB]
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Abstract:Air traffic control Front Line Manager’s (FLMs) influence the prevention of operational incidents (OIs) and runway incursions (RIs) through practices that enable safe controller performance and mitigate problems related to specific contributing factors, including controller coordination, controller-pilot communication, and controller memory. Proximity and frequent interactions with controllers in the operational environment place FLMs in a unique position to impact air traffic safety through managing controller performance and by mitigating OIs and RIs as common contributing factors. With this understanding of the FLM role, the Human Factors Division (ANG-C1), Booz Allen Hamilton (contractor), and Air Traffic Organization (ATO) developed the Front Line Managers Quick Reference Guide (QRG).The Civil Aerospace Medical Institute (CAMI) subsequently helped the ATO with the reorganization of materials. The guide was intended to provide a management best practices format specific to air traffic control to assist FLMs perform their job. To determine the utility of the QRG, CAMI and ATO developed and administered a survey of FLMs. The survey also provided the ATO with a basis for additions or deletions to the QRG as it related to the specific factors that contribute to OIs and RIs. This report documents the development, implementation, and subsequent survey of the QRG for front line managers. The survey was designed for use by all field FLMs. Suggestions and recommendations from survey respondents are provided, which can keep the guide both current and relevant.
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