“On February 21st, 2020, Francesca's actions prevented the escalation of a serious incident at Stapleton Road. A female was spotted on the wrong side of the platform end trespass fence and mat. The driver stopped the train and advised the signaller. Francesca approached the passengers and immediately tried to assist and protect the female. Francesca noticed that this female had self-harmed and fearing for her safety Francesca had to restrain her while awaiting the emergency services. When the police arrived, the female was removed to a place of safety. The reason for my nomination is that Francesca, through her actions, demonstrated a commitment to the safety and wellbeing of our customers, Francesca demonstrated her ability and confidence to assist this distressed female. Francesca remained with her and talked to her trying to empathise and distract her from her intentions. She was able to restrain this female, purely out of concern that she would put herself in harm’s way. The way Francesca handled this showed not only great courage but she was also able to do so sensitively, Francesca was aware that the longer this went on, other passengers would become curious and probably make the situation worse. Aware that she had further traincrew onboard, Francesca ensured that the passengers onboard were kept informed but also away from the scene, respecting this female's privacy.
Francesca's actions have ensured that this female was protected from harm that day, but also that she will continue to receive specialist support.“