International Critical Incident Stress Foundation, Inc.
International Critical Incident Stress Foundation, Inc.
By: Dr. Michaela Scwartz, ICISF member and Approved Instructor
European Commission Implementing Regulation (EU) 2017/373 lays down common requirements for providers of air traffic management/air navigation services and other air traffic management network functions and their oversight. The regulation mandated specific human factors requirements for air traffic control service providers with regards to stress and fatigue management. Next to a policy to manage fatigue and stress, the implementation of a critical incident stress management (CISM) program as well as associated education and information programmes on the prevention of stress, including critical incident stress, are required. Although, Albania is not yet a member of the European Union, they strive towards complying with EU regulation, which gives them an essential competitive advantage.
Albcontrol, the national Air Navigation Service Provider in Albania (Europe), started their Critical Incident Stress Management (CISM) journey on 04-05 November 2019 with a two-day training course related to “Assisting individuals in crisis”. The course was officially registered with the International Critical Incident Stress Management Foundation (ICISF) in the United States and was taught based on the international CISM standard using the so called SAFER-R model.
Participants included licensed air traffic controller officers (area and tower and approach/ terminal control), licensed air traffic services electronics personnel (navigation and communication specialists), flight information officers and safety experts. The director of Safety at Albcontrol demonstrated a personal interest in implementing a CISM program and highlighted the importance of having a CISM program and peers in place.
The course was designed to deliver some important theory on psychological aspects in the beginning but then laid great emphasis on exercises, where participants practiced their skills in teams of 3 (speaker, listener, observer). Especially the exercise “are you listening” turned out to be both a challenge and surprise to many. Participants learnt the importance of being a good listener as CISM peer, asking the right questions from time to time but dedicating most of the time to listening. The “diamond” structure as communication structure was appreciated by all participants to help them choose the right questions format (closed, open-ended, paraphrase).
Many participants were concerned in the beginning that they could do harm to others as peers. However, once the basic rules of CISM intervention following the SAFER-R model were established, their concerns turned into strength to provide 1:1 CISM support as trained professional.
During the exercises all participants demonstrated great empathy and emotional intelligence towards their colleagues and shared their personal experience with critical incidents in both Albanian and English language. The atmosphere during the course was extremely positive and supporting and participants continued to talk about the course content and examples in the evening. I experienced my Albanian colleagues and friends as extremely hospitable and forthcoming and I am convinced that all participants make very trustworthy and socially skilled peers.
CISM in Practice
What we did not know at the time of the CISM training course, was that about two weeks after the basic course, CISM peers will get the opportunity to practice in real life.
On 26 November 2019 Northwestern Albania was hit by a 6.4-magnitude quake that left 51 dead, about 3,000 injured and more than 14,000 people were left homeless.
The tremor, the strongest to hit the country in decades, struck in the early hours of the morning on 26 November as most people were asleep. Albcontrol operational staff had to return to work scared because of the continuous aftershocks and still in shock because of the destruction they had witnessed. CISM peers made themselves available to all controllers who needed them in order to help with this stressful situation.
I would like to thank Sokol Ruci, Director of the Safety & Quality Division at the Air Navigation Servicces of Albania in Rinas, Tirana and the entire CISM team for the opportunity to provide this training course and wish them all the best for their CISM journey!
Dr. Michaela Schwarz (ICISF CISM Instructor, Austria)
Email: [email protected]
Photo: Trainer Dr. Michaela Schwarz surrounded by the Albcontrol CISM team
Copyright © 2025 International Critical Incident Stress Foundation, Inc
International Critical Incident Stress Foundation, Inc is a 501(c)3 Non Profit