Kendra Beaurivage, of Custom Helicopters, highlights the implementation of Flight Operations Quality Assurance program, which set new safety standard
The secret to success in safety? It all comes down to trust. Speaking to COS, Kendra Beaurivage, VP of Safety, Quality and Environment at Custom Helicopters, says that building an authentic rapport with staff should be front and centre of your workplace safety plans.
“When it comes to safety programs, be human first and foremost,” she says. “As a leader when you take the time to get to know employees as people and start humanizing those relationships, in my experience, I found it quickly builds trust. It makes you so much more approachable. Because when there's a concern or an action that needs to be taken, people are a lot more likely to reach out and work with you when you have that relationship with them.”
And the strategies Beaurivage has implemented are as pragmatic as they are personal. From sharing personal stories to showing genuine interest in employees' lives to leveraging technology like video calls to maintain visibility and connection, her approach is multifaceted.
"[Also] travelling to where they are when you can," she adds. “Going up to a base, doing site visits, again it just builds those relationships and that trust as a safety person. It makes you present and shows them you are committed.”
And while that face-to-face element is crucial, if the past few years have proved anything it’s the importance of a good remote communication strategy. In the digital age, Beaurivage recognizes the value of video conferencing tools like Teams, especially in the context of COVID-19, which has reshaped workplace interactions.
“I like video calls with the camera on,” she tells COS. “Because I think sometimes we all get lazy with Teams cameras off, especially in larger meetings. I really try to encourage people to turn those cameras on, let me see faces, because that changes the whole dynamic of the meeting.”
This positivity is a core foundation of Beaurivage’s whole leadership ethos – especially during times of uncertainty.
"Follow through on what you say you're going to do," she explains. “If you say you're going to do something, do it. If somebody asks you a question, respond to that question. And this doesn’t just apply to safety, this builds trust and confidence in leadership as a whole. It’s important for us to stay positive. It’s okay to acknowledge that things are not perfect – that there's challenges in the company – but if you maintain that positive approach even in the most challenging of circumstances it often will defuse the situation.”
This positivity came in useful recently, when Beaurivage’s team helped roll out the implementation of a Flight Operations Quality Assurance program, a move not mandated by Transport Canada but one that Custom Helicopters pursued to set a new standard in aviation safety.
“This wasn't particularly common in Canadian aviation," Beaurivage points out. “Some bigger airline operators are doing it, but in helicopter operations, it’s not very common at all.”
This initiative required a shift in culture and practice, particularly challenging given the nature of flight operations and the independent spirit often found among pilots. And the preparation for this groundbreaking project was intensive.
"We spent hours reviewing the Canadian Aviation Regulations and aviation standards. We developed our checklists [so] they were not only meeting the regulation, but the operation is also in accordance with our policies and procedures.”
An innovative approach they took was hyperlinking regulations within their checklists, ensuring any challenges raised during post-audit reviews could be quickly and effectively addressed. But, to succeed here, again Beaurivage comes back to her ethos of support, trust and communication.
"You're not going to be very effective if you don't get that buy-in,” she tells COS. “[You need] a lot of support from senior leadership because it's often like pulling teeth when you're implementing new programs. Having that support right from the top down can really make the difference in whether you're successful in that change.”
Looking ahead to what the future holds for both Beaurivage’s team and CUSTOM HELICOPTERS LTD. in general, she says that positivity in promoting safety will be at the top of her agenda.
“We're really trying to put an emotional piece into our safety program," Beaurivage explains, highlighting the innovative 'What Matters Most' initiative launched by her team. This initiative seeks to remind employees of the profound reasons behind safety protocols—beyond compliance, it's about protecting lives and ensuring every team member returns home safely.
“Something that's really worked for us is the Safety Champion Initiative,” adds Beaurivage. “Again, it’s about positively promoting safety. We started with once a year, and it's been so well received that we now do it every quarter - we just do random activities to try and engage people with the safety program.”
Safety surveys were also introduced last year and have opened a two-way communication channel, offering employees a voice in shaping the safety program.
“You need to check in with your people," Beaurivage stresses. Because at the heart of Beaurivage's leadership and Custom Helicopters' safety program is a commitment to prioritizing people over paperwork.
“Try to always be human first and foremost,” she says. “Make it about people and not about checkboxes or regulations - because it's way too easy to fall into that rut in the safety world.”
