Maggie Treloar

Said the following about Jessie Linford:

“Shortly after going through a local station, Jess saw a vulnerable woman with an empty pram who was drinking. It became clear that she was very distressed and inebriated, and at first wasn't sure where she was trying to go, or where she'd come from. Jess spoke to her with kindness and empathy and managed to calm her down enough to get some important information from her. Jess learned her name and that she had a support worker who we could contact. Jess also ensured that there was no baby meant to be in the pram and checked the train doubly that there weren't any babies on their own. Jess managed to contact the person’s support worker through the Train Manager, and we decided we'd keep the person onboard where she was safe and try and get her on the first train back to her hometown. Jess’s special actions have met, in my view all the GWR values. This has helped Jess to react to this situation quickly, professionally and with empathy.

Jess has set an example by not only being committed to her customers but her actions have brought all the GWR’s values to life. After Jess had noticed the vulnerable passenger and had her safely on board, Jess had to deal with a wide range of emotions from the passenger. Ranging from being okay to crying loudly, stressed scared and anxious. Jess took this in her stride and did a great job of directing her attention with distracting conversation. With this going on Jess still managed to deliver a service to customers, keeping everything under control calmly and professionally. The passenger was suddenly sick after drinking too much alcohol. Sleeper Host Gail then took charge of the situation and did not hesitate to take her to the toilet to clean up. With this going on there was then an issue with the power supply to the kitchen. Jess then had the problem of supplying breakfasts to the customers who were then waking up. Jess used her initiative and came up with a solution of using mess room facilities to ensure the continuation of service to the customers. Jess was dedicated to the safety of her passengers and colleagues and has been accountable for her performance by going above and beyond to ensure the passenger was safe and relaxed whilst delivering a service GWR can be proud of. This has inspired me and a New Train Manager working the Sleeper for the first time in which they know they will feel safe and supported by the Sleeper team in the future.

Jess’s efforts both on her own and as part of the Sleeper team have had a positive impact both on the Train Manager grade and their managers, knowing that all crews are working safely and interacting with each other ensures the service running safely and smoothly. This also instils belief in our customers who would have witnessed this event with that they are being kept safe and looked after when travelling on our network. This also reinforces that we are re-valuing rail travel in the hearts and minds of the travelling public.“