Recruitment
“Aaron who is a station coordinator was contacted by train staff alerting him to an issue with a customer who had arrived on train. Aaron went to assist the train staff and found the customer in a drunken condition which initially appeared to be the only issue. However, through talking with the customer it became apparent to him that the gentleman was distressed due to losing his job along with family issues. Upon realising this Aaron became concerned for the gentleman's welfare, particularly because at this point they were still on a train, albeit it had terminated and was now empty of other customers leaving Aaron and the colleague alone. Aaron felt at this time that there was a risk that as they were in close proximity to open platforms and rail lines the gentleman may attempt to harm himself by straying onto the line. In light of this they arranged for British Transport Police to attend but in the mean time they took the decision to close the doors of the train to keep the gentleman safe. They felt however that this created a risk situation in that the gentleman could have reacted badly to being restricted on the train. To address this the best course of action was to engage the gentleman in conversation about himself, his situation and to offer empathy and understanding. At one point he asked Aaron to take some notes for him listing family members and hobbies, Aaron commented that it felt almost like a goodbye letter. This continued for over 10 minutes keeping constant conversation going to maintain his attention until the arrival of BTP who took the gentleman into custody. Afterwards I spoke with Aaron as he himself required chain of care and it became apparent that this was a difficult situation for him and his colleague to deal with but it was obvious that his support and understanding had made a real difference changing the gentleman from being distressed to being more calm and reflective. Furthermore, in his coordinators role Aaron's thoughts were towards his colleague whom he felt he had a responsibility to give support to adding to the challenge for him which he coped with extremely well.“
“He's like this all the time.“
“Young Rail Professionals (YRP) were proud sponsors of the COVID Hero (individual and team) awards at the RailStaff Awards last night. The evening also provided a great opportunity for our leadership team to spend some quality time together. It’s such a pleasure to lead such a fantastic group of volunteers who inspire me to keep learning and developing every day. Many thanks to the team at Rail Media (YRP Platinum sponsors) for their continued support for the next generation and inviting us!”
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