Last fall, United Airlines’ Detroit Customer Contact Center was named a Star VPP worksite by Michigan OSHA. It was the first Voluntary Protection Program (VPP) certification for United Airlines.
Kerry Fischman, senior staff specialist for corporate ground safety, says the strategies to protect office employees are similar to those the airline uses to protect other workers, including those with more traditional risks. “Our approach to safety is the same throughout customer service and operations. The goal is to minimize the chance for injury to occur,” he explains.
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According to Fischman, companywide programs help ensure a culture of safety across the airline. Programs include:
- An effective employee safety committee
- Encouraging employees to apply safety knowledge and practices at work and at home
- Involvement by senior leaders
- Ergonomic and basic safety training for all employees
- Job safety analysis training for leadership and safety committee members
- An internal safety recognition program
- A growing wellness program with on-site clinics, wellness, challenges, weight loss programs, health screenings, and employee coaching
- Thorough investigation of all incidents and near misses
Taking It Higher
The Detroit customer service center goes beyond corporate initiatives in a number of ways. For example, OSHA 10- and 30-hour training courses have been adapted for use at the facility, an unusual step for a service-based operation.
Ongoing safety communication helps spread the word. A huge safety billboard is used to share relevant information—from safety tips to news about upcoming inspections and the minutes of safety meetings.
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Employees are encouraged to get up from their chairs and take regular breaks. They can take calls from a sitting or standing position. Every effort is made to ensure that workstations are suited to the individual employee.
The site’s entry into Michigan’s VPP has been a source of pride for employees of the center. It also spurred United Airlines to set a goal of VPP participation by every customer service location.
Adds Fischman, “Our focus in terms of office and administrative risk is a holistic approach: identify risks, find root causes, investigate all incidents and near misses, and prevent similar incidents in the future.”