Date: 201304
Local time of day: 1801-2400
Location: ZZZ.ARTCC, US
Aircraft: A320
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise
Airspace: Class A ZZZ
ATC / advisory: Center ZZZ
Reporter organization: Government
Reporter qualification: Air Traffic Control Fully Certified
Human factors: Workload; Situational Awareness; Confusion; Communication Breakdown
Second reporter function: Enroute
Anomaly: ATC Issue All Types; Deviation / Discrepancy - Procedural Published Material / Policy
Detector: Person Air Traffic Control
Result: Air Traffic Control Issued New Clearance
Contributing factors: Human Factors; Staffing; Procedure
Primary problem: Human Factors

Narrative: I was training on R6 position first and we were told to combine with R4 to continue training. Traffic was getting slow. So after awhile it started picking up; trainee started to fall behind and it went up to a point that I had to take him out. In the middle of this busy session; it was brought to my attention that Air Carrier X needed lower. From FL360 to FL340. I made several calls with no answer. I kept on working. I tried again on a different occasion. Nothing. Kept working. I think I tried him again; but can't recall. It was so busy that I believe there were more than 30 aircraft on different frequencies stepping on each other. It happens that the Air Carrier X was on a frequency other than mine. ZZZ1 Center was advised of the situation and it was coordinated that he was going [to] be turned on a 360 degree turn back to ZZZZZ; and it was going [to] be descended on RADAR to FL340 to comply with what was coordinated. The aircraft descended to FL340 and switched. By this time I had a CIC; an FLM and the trainee all watching over me to help. Proper training for CIC duties needs to be established at ZZZ Center. CIC could have done a better job if properly trained. OMIC and FLM's; if any are on the operations room; need to be more engaged in the operation. ZZZ Center is under staffed; flow has to be implemented every day; specially on weekends. It does not look like anybody is taking the time to do this. If D-Side requests an Aside and it can't be provided; CIC should help until someone can be assigned. Sectors are being worked combined when they should be split mostly because of staffing and it has become the norm every day. Even when there is severe weather or heavy traffic. Staff should be scheduled to cover for this; especially on weekends. On the same note; FPL's are being used almost 24/7 for CIC duties. FLM's should be called in on overtime to cover so FPL's could be used on the floor to work traffic and train.


Second narrative: I was working sectors combined with no Coordinator position. My area had a CIC; and there was an FLM on the floor that had just arrived for his shift. We had major weather deviations and bad frequencies that required switching back and forth between different receivers. I ask both the FLM and CIC to assist the adjacent sector. The sector adjacent to me was becoming heavily saturated with traffic and had minimal weather deviation; however a new RADAR trainee was receiving OJT. There were airplanes in my sector from the adjacent sector not on my frequency and vice versa. The adjacent sector began to get busy before me; and I heard the OJTI take his trainee out of position; an obvious sign that there was too much to handle. Before this happened; I had already recognized that the trainee and OJTI was in over his head and asked for an FLM to assist. Moments later it was getting worse; and I started to become saturated with major weather deviations. The FLM was not assisting nor was the CIC. The FLM sat down on the empty scope next to me to watch both airshows; and I told him again we need help. He said; 'I'm watching.' No coordination; no splitting sectors. For the record; it was too late to split sectors. I have guys calling and stepping on each other; because with the sectors combined I was operating 9 frequencies. In the midst of this; I had Air Carrier X call me and ask if he was still supposed to be on my frequency. I did not know where he was so I ask. He replied; 'ZZZZZ'. He had been out of my sector for about 30 minutes and just crossed the boundary with ZZZ1 Center. I ask the other sector to see if he had been coordinated at FL340 and he was at FL360. I was told by the FLM that had finally walked over to assist; to tell him to make a right hand 360 degree turn back to ZZZZZ and descend to FL340 and I complied. I then terminated Air Carrier X. Turns out that there was non-RADAR traffic in the area at FL350. I do not know if separation was lost. Refresher training for all CIC's. We have not had it in years. FLM's need to be more involved in the operation and work more proactively; always ready to assist the sector.


Synopsis: Enroute Controller described a very busy and confused traffic event that apparently resulted in a loss of separation event; three varied viewpoints were provided for this occurrence.