Dawn Kolokotroni

Said the following about David Wren - **HAS LEFT**:

“David Wren has been part of the London Overground team since April 2012, when he joined the company as a Conductor. He has worked as a Revenue Protection Inspector (RPI) since

September 2014 and in that time has demonstrated exceptional customer service as well as compassion, bravery and a desire to go ‘above and beyond’ what would be expected of him in three life threatening incidents.

Following the extension of driver only operation to all London Overground routes, David moved into the RPI position and he has embraced his new role whole-heartedly. He uses his outstanding customer service skills and has played a key part LOROL’s very successful Revenue Protection team.

David’s team is quick to describe him as “…incredibly committed and positive…” and that in his work, “…his positive attitude rubs off on everyone he works with, as does his approach when dealing with even the most challenging passengers…”

On 17 April 2015, while working at Hackney Wick station, David saw a male passenger jump in front of an approaching train.

Instinctively he took charge of the situation, protecting the colleagues closest to him from seeing anything they may find disturbing and making his way quickly to the driver to ensure he was supported, comforted and reassured.

While LOROL colleagues alerted Control of the incident and began evacuating the station, David turned his attention to assisting the badly injured passenger, keeping him calm and talking to him. On the arrival of the emergency services, David continued to manage the incident, assisting the paramedics in reaching the passenger beneath the train.

Importantly, David helped to ensure the safety of the attending emergency services throughout the incident, advising them on what to touch and how best to reach the casualty which ultimately helped to speed their recovery from the tracks.

Once the injured passenger had been taken away, David’s focus returned to the driver and he remained with him until the driver manager arrived to take the train to the depot.

David’s actions ensured the passengers and driver were comforted and cared for. His intuitive response meant that practical issues, such as contacting Control and escorting passengers off the platform to prevent them witnessing the aftermath of the incident, was exemplary. He helped all those present from a welfare perspective but also showed his commitment to getting services running again quickly, minimising the impact of the incident on other passengers.

Andy Furr, Driver Manager who attended Hackney Wick following the incident, said “I was very impressed with the way [your staff] handled the situation, especially the support and assistance they gave to the driver involved... Special thanks to Dave who went out of his way to accompany the driver to Willesden when the train was moved.”

Yet, his actions in response to a further incident on 30 July 2015 at Kentish Town West demonstrated that this focus, commitment and professionalism are innate to his character and further highlights why he should be considered for this award.

In this incident, during a Revenue Protection block at Kentish Town West, the team heard passengers screaming. David responded immediately and, seeing that a female passenger had jumped in front of a train, prevented colleagues from coming closer and instructed them to clear the platforms and stop passengers from entering the station.

David’s actions were excellent in dealing with the situation swiftly and with compassion. David jumped down onto the track to tend to the stricken lady, advising customers to move away from the scene and arranged for other staff to clear the platform. He remained with the lady throughout until the London Ambulance Service arrived and then ensured the driver was ok.

The third incident took place on 15 December 2015. Whilst carrying out revenue duties, David arrived at Hampstead Heath station around the same time as a woman and her 15 year old daughter. As a result of some personal issues, the young girl decided to jump onto the track. Her mother pulled her back and at the same time David rushed to provide assistance and managed to get his arms around the girl in a bear hug and pull her away from the edge of the platform.

David explained to the girl that he was a revenue inspector and that he would not let her go. He walked the girl and her mother over to the bench and talked with them to keep them both calm and reassured; he also made a point of standing where the young girl would not be able to pass him and attempt to jump back on the track.

In the meantime, he instructed his colleague to press the emergency intercom and inform the station staff. After a while an ambulance arrived and the young girl and her mother were taken away.

Undoubtedly, his quick action and interaction with the girl and her mother saved her life. David also provided support and confidence to his colleague who was able to set the ball rolling for the practical elements. His actions also avoided any disruption to the service that could have ensued, thus not only could he have saved a life but you ensured that thousands of travellers did not have their journeys disrupted.

One of the line controllers contacted me with the following: ‘I just wanted to take the time to give you a heads up about one of your guys David Wren. He was at Hampstead this afternoon and he stopped a young girl from potentially committing suicide. She tried to jump down onto the tracks but he literally dragged her from the platform edge back onto the platform and then pretty much bear hugged her to prevent her from going anywhere. Totally awesome!!!! Cant praise the guy enough.’

It is also important to note here that, as far as the LOROL team has been made aware, both individuals involved in the incidents at Hackney Wick and Kentish Town West have gone on to make a full recovery from the injuries sustained.

In his actions he demonstrated LOROL’s values:

• Being open and honest – he communicated with all those involved in a straightforward way.

• Being ‘can do’ – especially in the face of challenge and he made solutions happen

• Being safe – he prioritised the safety of colleagues and passengers and played a key role in the running of a safe railway

• Being customer focused – maintaining a professional focus to deliver excellent customer service

Finally David received the following endorsement from our MD , Peter Austin

LOROL Managing Director, Peter Austin, agrees:

“David Wren is a credit to the London Overground team. Putting the welfare and safety of his colleagues and the travelling public ahead of his own wellbeing is second nature to him. He has shown impressive commitment to the railway industry and has provided an excellent level of service and support to all those he comes into contact with.”

I feel that all of the above makes David a worthy nominee for the award.“