United Airlines Detroit Customer Contact Center Receives Star Award for Workplace Safety and Health Excellence

Contact: Judith Shane (517) 322-1791

Agency: Licensing and Regulatory Affairs

"It is a distinct honor to welcome the United Airlines Detroit Customer Contact Center into this exceptional group of Michigan ‘Star' companies," said LARA Deputy Director Steve Arwood .  "Your corporate dedication to safety sends a strong message that focusing on worker safety is a sound business decision."

This is the first United Airlines facility in any state to qualify for the VPP Star Award.

MIOSHA Director Doug Kalinowski presented the MVPP Star Award to Beverly Barfield , Director, Customer Contact Centers and the DTWCC Safety and Health Committee .  The employees of DTWCC are represented by the International Association of Machinists (IAM), Local 141.  Tony Gibson is President of the local.

The following United Airlines officials offered their congratulations to employees:  Martin Hand, VP, Customer Experience; Michael Quiello, VP, Corporate Safety; and John J. DeGiovanni, Managing Director, Ground Safety.

"We are very proud of the Detroit Customer Contact Center for their commitment to safety," said Quiello.  "The team in Detroit helps set an outstanding safety standard for the entire company.  All injuries are preventable."

This is the most prestigious safety and health award given in Michigan.  MIOSHA established the MVPP program in 1996 to recognize employers actively working toward achieving excellence in workplace safety and health.  Since 1999, Michigan has recognized 27 MVPP Star companies. 

The incidence rates at the Detroit Customer Contact Center are below the industry average for their NAICS code 561422 - Telemarketing Bureaus and Other Contact Centers.  Their total recordable case rate (TRC) was 1.8 in 2008, 0.3 in 2009, and 1.9 in 2010, compared to the Bureau of Labor Statistics (BLS) industry average of 3.0 in 2008, and 3.5 in 2009 and 2010.  The total days away/restricted cases (DART) rate was 1.3 in 2008, 0.3 in 2009, and 1.6 in 2010, compared to the BLS industry average of 1.7 in 2008, and 2.0 in 2009 and 2010.

The MIOSHA review team - Doug Kimmel, Team Leader and CET MVPP Specialist; Jeff Kelley, CET Senior Safety Consultant; and Fred Kirkland, Jr., CET Industrial Hygienist - conducted 33  formal and 11 informal interviews during the site visit.  The team examined each of the required elements of their safety and health management system, and found them to effectively address the complexity of the hazards at the site.

"National VPP sites experience 60 to 80 percent less lost work day injuries than would be expected of an average site in their industry," said Kalinowski.  "Not only does the MVPP program significantly reduce injuries and illnesses - it also has a tremendous impact on the bottom line."

The number one priority at United Airlines is the safety of their customers and employees.  The Detroit Customer Contact Center has an exemplary safety and health record, and has exhibited outstanding leadership in recognizing that a comprehensive safety and health program is critical to successful businesses today.  The facility is committed to achieving excellence in environmental, health and safety protection.

Areas of excellence include:

• Site safety and health goals and action plans based on employee input during safety meetings and self audits.
• Communication of safety/health goals and policies to all team members through "Big Screen" notifications, bulletin board postings, e-mail, safety meetings, and bi-weekly staff meetings.
• Anonymous employee notification to the leadership team about any safety and health concern, via the site safety suggestion box or the company Station Operations Safety Awareness Program (SOSAP).
• Monthly walk-around inspections and safety audits performed by members of the safety committee and the leadership team.  Information from audits helps determine the layout of employee work stations and helps eliminate specific ergonomic problems.
• United Airlines developed an award program known as the United Safety Excellence program.  Sites can achieve one of three levels in the program:  Silver, Gold, or Platinum.  This site has achieved the Platinum level.

United Continental Holdings, Inc. (NYSE: UAL) is the holding company for both United Airlines and Continental Airlines. Together with United Express, Continental Express and Continental Connection, these airlines operate an average of 5,765 flights a day to 377 airports on six continents from their hubs in Chicago, Cleveland, Denver, Guam, Houston, Los Angeles, New York/Newark Liberty, San Francisco, Tokyo and Washington, D.C.  United and Continental are members of Star Alliance, which offers more than 21,200 daily flights to 1,185 airports in 185 countries.  United and Continental's more than 80,000 employees reside in every U.S. state and in many countries around the world.  For more information about United Continental Holdings, Inc., go to UnitedContinentalHoldings.com .  For more information about the airlines, see united.com and continental.com or follow on Twitter and Facebook .

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