Jason Timmins

Said the following about Harry Woollaston:

“What would you do if someone phoned up and asked what support is given to drivers in the event of a fatality? This was what Harry Woollaston, Customer Relations Advisor had to deal with on the 14 February. Harry received a call into the customer relations switchboard from a customer in the Darlington Area who wanted to know what support is available for Drivers in the event of a fatality.

This is not a call that is thankfully received very often but this also poses a problem because you cannot begin to understand what you would do when confronted in this situation. Luckily Harry was aware of the need to listen to the customer, try to re-assure them and above all keep him on the phone. He managed to find out from him where he currently were, which station he was in and also how old he was. Worryingly Harry established that it was the individual’s 25th Birthday that day. He also managed to get information about what the individual looked like and also how long he had been at the station for.

With the notes that he had written he was able to alert a colleague sitting near him who was able to take this information and alert British Transport Police who were able to get to the station whilst the customer was still on the phone.

As a result of this a fatality was avoided, the BTP were able to provide the individual with support and as a result of this they are now receiving mental health support from specialist mental health units provided for by the BTP and NHS Services. The individual’s GP is now aware of their situation and is able to provide additional support. There is now a marker placed on the Police National Computer to make the emergency services aware of the risk of further efforts they might do to take own life in the future.

Harry’s responses and his ability to find out as much information as possible prevented a serious incident occurring, BTP are convinced that because Harry managed to keep the individual on the phone, establish exactly where they were and what they looked like meant that they were able to get there and prevent a tragedy occurring.

Harry helped not only to avoid a tragic incident but prevented one of our (or another TOCs) colleagues been affected by the intended actions of this man. Harry deserves recognition for everything he did whilst on the telephone, his actions meant that the individual was able to get support and as a result is now able to cope better with the issues he is facing. Harry truly deserves to be recognised for his efforts, I truly believe his actions made a real difference and deserves to be recognised in the Good Samaritan Award.“