The RailStaff Awards 2024

Nominations for Samaritans Lifesaver Award

Mark Green

Said the following about Lorraine Dornan - **HAS LEFT**:

“Lorraine is a Retail CSA in Glasgow Central and was on duty in the Travel centre when she noticed a man who bought tickets but was quite agitated. He spent the next couple of hours in and around the Travel Centre. All the while, Lorraine was busy serving customers but was alert to see something wasnt quite right. Lorraine checked with him if he was OK and he told her that he was waiting on his wife but didn't know what time she was coming. Lorraine was curious to find out a little more, picking up on his body language and behaviour asking open questions. He went on to tell her that he couldn't leave the Travel Centre as "they" were after him. Clearly by now Lorraine was concerned about the man's behaviour. She kept an eye on him and arranged for the BTP attend and continued the conversation. All the while maintaining his trust. The BTP then took him for a further chat. The BTP came back a week or so later to thank Lorraine for the way she handled this situation. The man had been suffering from Post Traumatic Stress after being in the Army and had been on different medication that was making him have suicidal thoughts. The BTP got him the medical attention he needed and he is now fine. Lorraine showed great empathy and support for this man and absolutely did the right thing.

Lorraine has been on the railway for around 35 years and i believe her actions on the day deserve recognition for had she not intervened, the consequences could have been devastating. The team are extremely diligent as a result.“