How Wide Is Your CRM Network?

Who do you call when you have an issue when flying? I would wager that most corporate and charter pilots tend to think of the standard CRM team: the other pilot, the Cabin crew (if on board), and Air Traffic Control. After attending the NBAA Schedulers and Dispatchers Conference in San Diego, I would suggest adding your company Scheduling/Dispatching office.

In Part 121 operations, the Dispatcher and PIC work together to execute operational control on every flight. In case of an abnormal or emergency situation, the Dispatcher will obtain weather, NOTAMs, and even provide technical assistance to get the airplane down safely. While the PIC retains final authority for the flight, the Dispatcher is a valued member of the CRM team.

Prior military pilots are also acquainted with having a partner on the ground to help when things go south: these include the Air Operations Center, Command Post, Supervisor of Flying, and Air Boss. All these agencies either have the resources to directly assist or the ability to immediately link to a Subject Matter Expert who can. Like Part 121 pilots, the PIC still has the last say. During my Air Force flying career, I utilized the agencies listed above; on more than one occasion they saved my bacon in some really bad circumstances.

I've asked a number of corporate and charter pilots about integrating Scheduling/Dispatching into their CRM processes. A common reaction was, "I don't want a non-pilot telling me how to fly my airplane." After I politely remind them, they don't own the airplane, I ask them if, in an emergency situation, would they like a third pilot on the ground to gather NOTAMS and weather, calculate performance data, and arrange for alternates. The answer is usually, "Of course, but we don't do that."

For some large corporate flight departments, the answer to this quandary is to hire FAA-licensed Dispatchers for Scheduling. What I gathered from the experienced professionals at the NBAA conference was that, while a Dispatch license teaches many valuable things, it is beyond what is required in corporate and charter operations. Further, the Dispatch license is geared toward Part 121, not 91 or 135.

There is no FAA guidance for Part 91 and 135 operators, so flight departments have the freedom to define the duties, competencies, and qualifications of schedulers/dispatchers. In my job at Advanced Aircrew Academy, I see 80-100 FOMs, GOMs, and AOMs a year; almost every Scheduling/Dispatching office lines up crews, airplanes, passengers, and destinations and performs flight following. Beyond those basic functions, the role of the scheduler in a particular flight department is unique, based on company culture, connectivity, and training. So, my question remains, who do you call when you have an issue when flying? My contention is your Scheduling/Dispatching office can be a valuable CRM partner if you provide them the appropriate training, processes, and communication tools. Yes, it will take time and resources, but I can testify it is worth it.