This, according to the author, is precisely the reason for the accident.
When the controller noticed the two aircraft in the same altitude range, he was distracted by the malfunctioning phone system, while the other controller was having a break. Nobody was there to help with the extra workload, causing the fatal delay. Human factors relating to the air traffic control crew therefore include the need to take breaks, the tendency to be distracted and the tendency to make incorrect decisions.
It is also interesting to note that the on-board conflict alert systems were functioning properly, but the pilots were waiting for confirmation from traffic control to take action. Had a more distributive paradigm been implemented, the pilots may have been able to share some of the burden of traffic control and avoided collision.
Another interesting aspect of human error is the management of air traffic control. In addition to an unwillingness to investigate the accident for avoiding such cases in the future, Brown also mentions that the FAA could do much to improve...
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