Martin Rodger

Said the following about Craig Newton:

“Craig works in the role of revenue protection assistant. While undertaking revenue duties on train he became aware of a customer who was in travelling in a drunken state.. Upon arrival the gentleman did not alight and Craig engaged the gentleman in conversation as arrangements were made for station staff to assist. In this time Craig kept the gentleman talking until he was accompanied by station coordinator Aaron Dunbar. I the ensuing conversation they realised that the gentleman was a risk to himself and trains in the area as at this time the train had terminated and was now empty of customers. Craig continued with Aaron to talk to the gentleman offering support and understanding, to aide this the train doors were closed which created a risk situation for Craig and Aaron. Although now accompanied as Craig's had the initial contact with the gentleman this assisted in maintaining a calm atmosphere whilst they awaited the arrival of British transport police. Craig's calm nature no doubt played an important part in supporting Aaron in a challenging conversation as well as the gentleman himself as the approach ensured he too was supported and offered understanding and empathy keeping the situation calm. Craig works with customers on a daily basis and his ability to identify in this gentleman assisted in a potential risk situation being approached with care and empathy. Even so afterwards it was obvious that this was a situation that Craig which he reflected upon as being very challenging for him.“