Recruitment
“On Wednesday 13/12/2017 team members at Euston Underground Station dealt with an extremely challenging incident in a way that exemplifies absolute best practice as regards Teamwork in cases such as this.
When made aware that a Call Point at platform level had been activated, the CSS (Customer Service Supervisor) had immediately viewed the associated CCTV imagery before the person on the other end had even spoken, observed one customer being physically restrained by another from jumping from the platform onto the track’, assessed the ‘risk’ and immediately taken ownership.
They had despatched staff and contacted Service Control to discharge Traction Current before even concluding their dealings with the customer remotely reporting the incident from the Help Point located on the platform.
Those staff members acting immediately on the concise instructions given, made their way to platform level, and having carried out a dynamic risk assessment intervened immediately to prevent a determined suicide attempt that was ongoing at that time.
By this time the team had by already collaborated with the police, clearly communicated the level of risk, and ensured officers were on site at the platform within just 4 mins of the first Call Point alert.
Staff on the platform had to continue to physically restrain the suicidal customer who made repeated attempts to lunge back onto the track, update colleagues upstairs, and generally reassure customers witnessing the incident in the meantime.
Throughout this event other staff located at the barriers upstairs were liaising with the CSS team and expertly managing the flow of customers so overcrowding at platform / concourse level did not cause any additional issues or risks.
On top of this, staff now at platform level had the presence of mind in the midst of it all to position an ‘Emergency Hand Signal Person’ in a place that would allow the train they had heard approaching (prior to Traction Current being turned off, and that had made the suicidal customer even more agitated) to be stopped well short of the risk area had it continued into the platform.
It was the wider situational ‘awareness’ of matters by the entire team whilst this situation evolved and continued (such as the overall train service, station needs, reassurance and information to customers etc) that I found to be simply exemplary.
The suicidal customer was restrained by the team until the police arrived and made an arrest.
Then all staff returned to their duties as if nothing untoward had occurred - Which had an immediately calming effect on other customers witnessing the event as it had unfolded.
The CSS had kept Service Control fully up to speed throughout this incident which allowed for an outstanding train service recovery time (start to finish) of just four minutes.
Whilst this incident was ‘short’ in duration, this in fact forms a large part of my motivation for making this nomination.
Had any part of this outstanding team effort been ‘lacking’ then the potential for serious injury or a fatality was very, very high.
Not only this, the ownership, collaboration and direct actions of all involved whilst working as part of a larger team also prevented what would’ve been an undoubtedly highly disruptive service incident – Associated injury / fatality of a customer notwithstanding!
After the incident had passed I observed all staff go straight back to providing excellent customer service in their ‘usual’ roles, as well as helping myself as the attending Response Manager to ascertain and collate what had just happened.
In no time our customers were passing freely through Euston none the wiser about the serious incident that had just been dealt with by the team.
Station staff who’d attended the platform were even helping me review CCTV within minutes of the event ending, and were seemingly un-phased by what had happened – Everyone was just glad they’d prevented something more serious.
These team members are a credit to Euston Underground Station, and I cannot think of how this challenging and rapidly evolving incident could’ve been handled any better than it was.
They made it look easy when in reality it took literally every single cog in what was a well-oiled machine, moving exactly as it should and at its best to achieve what they all did and make it appear so effortless – Their teamwork was simply flawless.
The ‘behaviours’ do work, and those team members at Euston demonstrated this 100% on the day.“
“The example highlighted epitomises how calm organised and methodical Lillina is whilst carrying out her duties
Most importunately in this case it prevented the loss of life“
“For exceptional service in difficult times and keeping the station roster and numbers balanced.“
“Just wanted to say how much we enjoyed the awards night on Saturday, it was a fantastic event and everyone thoroughly enjoyed themselves.”
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