How bad do things need to get for me to contact PAN HK?

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. 

Occasionally though, life can feel especially tough and overwhelming - and as a peer support network, that is what we are here for.

How does this service work - in brief?

You request contact from a trained Peer Support Officer (PSO) via phone, email, web form or live chat on the website. Unless you have contacted a specific PSO from the Our Team page, the first PSO to pick it up will be your contact. They normally will 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. 

You are always welcome to change PSOs too. We won't take offence.

Can I talk to a peer about operational frustrations - and will they feed it back to the company?

If it is getting you down to the extent to which it is intruding on your psychological well being - then we are here to support you. As this is a confidential service, we will not send feedback to the company about this issue. What we can do though, is direct you to places where you have a better chance of being heard.

I know about some great resources that I think would be helpful to other pilots. Can I send you them?

We would love to hear about this. This is a service for pilots by pilots and it can only get better. Get in touch here.

How concerned about a colleague do I have to be to contact this service?

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 - as many of your colleagues would.

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 through with a peer.

And having read this you are still wondering whether you should, contact us anyway. That is what we are here for!

I am a concerned family member of a pilot - and I am worried about their immediate well being. Can I contact this service?

If you are believe there is an immediate risk or danger to the wellbeing or safety of your family member or a family member of a fellow pilot, please contact local Emergency Services.

If it is not an emergency, it is best if you are able to convince them to make contact with us directly. 

However, if this is not possible and you want to talk to a PSO, then please do contact us through the channels below. While we can not provide you with ongoing support, we will be more than willing to help you work out your options.

I have an emergency - can I use this service? 

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 Emergency Services directly. 

What if I know the PSO I speak to?

Even in our larger airlines, it is always possible that you might may know the PSO making contact with you. All PSOs are obligated to maintain you confidentiality, irrespective of whether they know you or not. So it really comes down to what makes you most comfortable. If either of you discover that you do know each other beyond being vague work acquaintances, you are welcome to ask your PSO to transfer your contact to another peer. No offence taken.

Can I ask to speak to a PSO who is (or isn’t) in my fleet, same seat, my gender, sexual orientation, experience level, etc.?

As far as we can, we will seek to accommodate your preference. You can mention this in the first conversation following your contact request. As this may not always be possible, you can be assured though that our peers are trained to listen, be human and most importantly, not to judge those they are supporting.

What if I don't want to proceed with the peer who has been allocated to me?

If you know the PSO once they have made contact with you and would prefer not to proceed, or you have already started and would like a different PSO, you have two options:

1. let them know that you would prefer to speak to some one else; or 
2. let the PAN Coordinator know and they can reallocate a different PSO to you.

It's honestly no problem, and no offence will be taken.

Is it possible to meet my peer in person, and talk things through over a coffee, or even better, a beer?

Apart from logistical considerations, that's really up to you and your PSO. Once you establish contact and are comfortable with the direction and support of the PSO you are working with, you can both decide what works best in terms of how we can best support you.

How much information will I need to provide in the my contact request?

All we want is a first name (it doesn't even need to be your real name, if you would prefer) and your email or telephone address. We need no other details.

Can the peer intervene, help me out or advocate on my behalf (e.g. remove me from my roster, speak to the duty managers for me?) 

No. As this is a peer support service, the aim is to support you make decisions and take action in resolving a particular problem or issue you are dealing with. Them doing it for you is seldom a wise solution.

Can a peer decide if I am ‘fit to fly’?

No. They are not qualified nor in a position to decide on whether you are fit to fly. Even following your conversation, that decision remains your responsibility. 

However, as a PSO, 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. Their role is to support you not only make this decision but be there for you following whatever decision you make.

What are the limits of this service support? 

Please remember this is peer support service - and not an expert information or advice centre. Your PSO will be happy to share what they know and help where they can.

What if the peer can’t help me? 

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

Is this service confidential?

Yes. Whilst it is operationally accountable to the PAN HK Steering Group, the details of individual users are strictly confidential and are protected in a similar way that medical records would be protected.

Importantly, it is understood that the ONLY way PAN HK can be successful is for pilots to consider it a 'safe harbour' in a time of need. Without confidentiality, the PAN will fail.

What are the limits to this confidentiality?

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 settings, we are ethically and legally obliged to waive your confidentiality. 

In this rare event, your PSO will follow an established protocol of contacting their PAN Coordinators or mental health professionals; and together decide on the most appropriate course of action.

What measures are taken to protect my confidentiality?

All PSOs sign a Non-Disclosure Agreement which requires them to adhere to a strict Code of Conduct which define the ethics and confidentiality requirements of the PAN. All PSOs have been adequately trained to respect, understand and protect your confidentiality. All electronic communication and records are securely stored within encrypted systems and are compliant with current data privacy legislation.

What information is stored about me?

We keep a protected and encrypted record of your contact details, which may or may not contain your real name. We also keep a separate and encrypted record of your contact with your PSO - and to which their PAN Coordinator has sight of. However, no other PSO has sight of this. In exceptional circumstances, and within an established protocol, the contracted mental health professional may be required to assist. 

Within your rights under the Privacy Ordinance, you can request to see the information we hold on you. 

To do so, please contact the PAN Administrator.

What if I bump into the peer supporting me in a different setting (e.g. down route; training event; socially, etc.)

Unless you are vaguely aware of each other prior to using this service, your PSO will have only ever messaged you, or spoken to you on the phone. If you do realise that you know each other, your PSO will greet and acknowledge you as colleagues normally would - in a friendly and collegiate way. They will make no reference to the fact that they are or have supported you via the PAN HK.

It would not be advisable to discuss anything regarding your situation in this setting. This is because: we want to respect your privacy and boundaries; others may overhear you; and as you are both at work (even if we are down route or socialising in a group) it would be the wrong setting to discuss these topics.

What connection do peers have with Airline Managers or Trade Union (TU) reps?

Just as you can, PSOs are always able to speak to a duty manager or TU rep. However, they will never talk to them about a particular person or provide identifying details if talking about a general situation. However, they may call them for information or advice on a company process or available resources.

How do I complain about this service?

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 HERE and be assured that we will deal with them in a discrete and appropriate manner.