Date: 201908
Location: ZZZ.Airport, US
Light: Night
Aircraft: B767-300 and 300 ER
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Parked
Reporter organization: Air Carrier
Reporter function: Technician
Reporter qualification: Maintenance Powerplant; Maintenance Airframe
Human factors: Communication Breakdown; Confusion; Time Pressure; Situational Awareness
Anomaly: Aircraft Equipment Problem Less Severe; Deviation / Discrepancy - Procedural Maintenance; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Other / Unknown
Detector: Person Maintenance
When detected: Aircraft In Service At Gate
Result: Flight Crew Returned To Gate; General Flight Cancelled / Delayed; General Physical Injury / Incapacitation
Contributing factors: Aircraft; Procedure; Human Factors; Company Policy
Primary problem: Human Factors

Narrative: This unfortunate event could have been avoided. One; if the crew never left the gate when they encountered a power distribution irregularity when switching from ground to APU power. Two; if Line Control had a Jetway Operator standing by at the gate. And three; if there was a better and clearer communication between the maintenance crew.I received a gate call on the radio; that Aircraft X was coming back to the gate; due to a 'Warn Elec' message on EICAS. I was informed by Line Control that Aircraft X was returning to the gate and was asked if I needed the jetway to be pulled up. I replied 'Yes I will need the jetway pulled up'. Myself and two mechanics that were assigned to Aircraft X; headed out to the gate. As we approached the gate; the ground crew were getting ready to greet the aircraft; no Jetway Operator. At this time I made a second request to Line Control; for a Jetway Operator. The aircraft arrives; the ground crew guide the plane in. One Mechanic jumps on the headset; the other climbs in to the E compartment to reset circuit breakers.I was thumbing through the iPad; looking for possible causes in the AMM (Aircraft Maintenance Manual) and FIM (Fault Isolation Manual) procedures. Maintenance was ready to go. Still no Jetway. At this time I decided not to wait any longer and go through the hatch of the plane and get onboard. I pointed upstairs to the Mechanic on the headset. I got his attention a second time and mouthed 'upstairs' and pointed upwards again. He nodded. As I am climbing in the E compartment; I got the other Mechanic's attention. He had told me that he reset circuit breakers and that I should see if the message cleared. I agreed.I banged on the hatch before opening it; then proceeded to crack it open. I saw light; looked clear to open. Heard a yell; then a foot come through; hitting me on the head; face; then right shoulder. I reacted by catching a foot with a black shoe and proceeded to hoist the foot to safety; by placing it in the galley on solid ground. I got out and I saw an elderly gentleman; a Flight Attendant; sobbing from pain sitting down. At this point I headed into the cockpit and I started pushing buttons to clear the message. No help. The First Officer and the Observer were explaining the problem they encountered before leaving the gate initially. The Captain was more concerned with the Flight Attendant; than getting this plane out. He took his time and explained to the passengers in great detail of the happenings that occurred. He should have just assured the passengers that matters would be solved quickly and swiftly; instead of shining the light on us maintenance. He was very rude and never once did anyone ask me if I was okay.Now; people are starting to show up. Port Authority police; some safety members from our maintenance department; one other mechanic. Through this bad ordeal; I am disappointed as to treatment that I was subjected to by the Port Authority police; the Captain and one female flight attendant; who felt that her opinion mattered more than the professionalism required to maintain in front of our customers. It never ceases to amaze me on how insignificant we as mechanics are made to feel by other departments here at [Company]. I thought we were all on the same team!




Synopsis: Mechanic reported that a Flight Attendant was injured when he accidentally stepped through an open floor hatch.