Hannah Lindsay

Said the following about Safeguard Coordination Desk:

“With the increase in coverage across the network by our newly formed teams, a Safeguarding Coordination Control Room was introduced, based at Brighton REO offices, working with our Crime Analyst to ensure that near-live data is available the desk was built with access to the networks CCTV as well as access to the reporting data, including Eyewitness, Control logs and Team Chats so that our response is agile and targeted.

The Safeguard Coordination (SC) desk has been instrumental in supporting the two Reaction teams, Travel Safe Officers (TSOs) and Rail Enforcement Officers (REO) across GTR, providing vital intelligence from disruption chats and Eyewitness which is communicated through to the officers on the ground via the shared airwave so they can respond to live incidents on the network. With the support of CCTV at the Rail Operating Centre (ROC) it has been very successful and a great addition.

Joanne Spencer-Hewitt a TL Passenger Host who has been operating the desk throughout the project said ‘I enjoy working on the Safeguard coordination desk as it has enabled me (us) to work closely with not only the REO's and TSO's, but station staff, station managers, On board train staff and passenger hosts across the network. The live eyewitness reports and team chats have proved to be a useful tool for the desk as well as for the frontline staff to report issues and concerns. When I have responded to members of staff via the chat, or phone contact they have been reassured and felt supported that there is someone there. Where possible I try my best to coordinate any REO's and or TSO's to assist and I follow incidents through and update them. The role of the TSO has really benefitted stations on the network. Having them at hot spot stations has reassured and supported staff. The TSO's always keep the desk informed of any incidents and ask for SC Desk to monitor cameras when there are issues with passengers.’

Through improvements made to our internal safety reporting system (app based) – Zero Harm reporting app and enhanced communications around the importance of reporting ASB and assaults there has been a noticeable improvement in reporting of close to 20%, which has assisted in understanding where actual risks are and ensures resources are allocated accordingly.“