George’s story

As a Travel Safe Officer, George is always looking out for people at stations. After an experience supporting a person he thought might need help, George was thankful he was able to be there for someone who needed a kind word and a listening ear.


My role includes improving safety on the rail network and ensuring we’re available to support customers and staff. We ensure the safety of those using the railway, helping anyone we might come across who is in need of assistance. We deal with anything and everything!


“In September 2023, my colleague, Harry, and I were on a train heading back to a station. However, as we pulled into another station on route, I saw someone who looked visibly distressed on the opposite side to where we were. I decided Harry and I needed to get off and approach them. They were not looking at anything in particular.

“I went over and introduced myself, explaining what mine and Harry’s roles are. I asked how they found themself in the situation they were in and began trying to build a rapport with them. I assured them they were going to be safe. I asked them their name, and they explained they had been in and out of the care system and suffered with bad mental health. I noticed there were signs of self-harm and offered to help. Although there were a lot of onlookers, I decided to focus on the person in front of me and show them I cared. I said I wasn’t going anywhere, and they could speak with me if they wanted to. 

“British Transport Police (BTP) were contacted whilst this was going on. A passenger who was a consultant psychologist came and helped me reassure the person and asked them simple questions like what they were going to have for tea, and what they would be getting up to that evening. I placed a Samaritans contact card in their bag just in case they might want to use the service in the future.

I felt it was my duty to be there and make sure the person was safe, even though they were at such a low point. It was nice to feel like I’d done my part and that they went away safely. Just being there for somebody makes a difference; making them feel like they’re cared for.

“A lot of people may be scared to approach or wouldn’t know how to deal with the situation. For myself, there was no hesitation and I wanted to be a focal point for that person to get their mind off of the situation they were going through. It gives them a sense that someone is there for them and does care.

“Having done the Samaritans’ Managing Suicidal Contacts training, it gave me the confidence to approach somebody. It also showed me there isn’t really a right or wrong thing to say. We also learned how to pass them on to BTP or refer them to other services including Samaritans. It’s important for people in my role to have these kinds of speaking and listening skills because we deal with the public and people see us as a go-to person to deal with situations involving vulnerable people. Doing the course, I got an understanding of how to make someone feel important and not scared.”

Need support? Call 116 123 to speak to a Samaritan or

view other ways to get in touch