Question 1

How is Norpan.net different to the previous Norwegian pilot peer support programme?

Accepted Answer

With the company restructuring, the existing peer support programme has been closed. However, in line with EASA and GDPR requirements, Norpan.net was commissioned by Norwegian for their pilots. It has contracted with specialist providers in peer support programmes, Centre for Aviation Psychology (CAP), to provide a confidential, independent and professionally managed, pilot peer support service. Through their pilot peers, Norwegian employed pilots have access to this externally managed service.
Once normal operations resume at Norwegian, Norpan.net will seek to recruit, train and support Norwegian peers in providing this service to their colleagues. Norwegian crew will have the opportunity to seek support from a trained peer from either within the company or external to it - offering either familiarity or anonymity. In both circumstances though, confidentiality underpins everything we do.

Question 2

Who are the Norpan.net peers?

Accepted Answer

The Norpan.net peers are CAP approved, trained and supported peers who are line pilots operating in medium to large, scheduled airlines across Europe. In due course, we will select and train Norwegian peers and provide users the option of selecting a peer internal or external to Norwegian.
(If you are a Norway based Norwegian pilot or cabin crew and would be interested in joining and training to become a Norpan.net peer, let us know here.)

Question 3

Is Norpan.net just for pilots?

Accepted Answer

At the moment it is. However, very shortly we will be looking to extend this to cabin crew and potentially other safety critical staff within the airline. 
 (If you are a Norway based Norwegian pilot or cabin crew and would be interested in joining and training to become a Norpan.net peer, let us know here)

Question 4

What can I use this service for?

Accepted Answer

Anything where you would value talking to a peer. This may cover topics such as:
your psychological well being; life stressors and changes; relationship problems; fatigue; work/life balance; bereavement; sim check worries; work pressures; colleague concerns; career options; financial problems; health concerns etc.

The trained peers are there for you, your well-being as a person and as a pilot. While they cannot act on your behalf, provide expert opinion, advice or even ‘fix’ your problem, what makes them superbly qualified is that they are a pilot like you. They have all had further/advanced training in supporting fellow pilots and they in turn are supported by a team of independent psychologists. They are willing to listen to you, understand your challenges and help you figure it out (or at least point you in the right direction).

Question 5

How bad do things need to get before I can request a call?

Accepted Answer

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.

Question 6

What happens if I make a request?

Accepted Answer

Once you have requested contact you will receive an email/text message confirming your contact request. ​The first Peer to pick it up, will either text or email you (whichever preference you indicated) and 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.

Question 7

What if I am concerned about a colleague?

Accepted Answer

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 and contact your line manager or pilot helpline.

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.

​To be clear, this is not about 'reporting' your colleague, this is about discussing it with a trained peer and together working out what your best course of action is.

​Having read this and find you still have concerns, contact us anyway: that's what we are here for!

Question 8

Can I use this service in an Emergency?

Accepted Answer

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 your on-call pilot manager.

Question 9

How do I complain about this service?

Accepted Answer

If something isnt 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. Equally, if you would rather direct it elsewhere, please send your complaint to the Head of Flight Operations or your union rep.