Grace-Ann has worked in customer-facing roles on the rail network since 2007. Here, she shares her experience of helping the vulnerable people she meets in her work.
"I've been working on the railways since 2007. I was at Liverpool Street for Network Rail, then Arriva Rail London. I've been based at Norwood Junction for the past eight years as a train dispatcher.
"My main duties involve managing the safe movements of the trains, helping customers on and off the trains and keeping customers up to date with delays and disruptions.
I've always been in customer facing roles with no two days being the same. Some days can be very challenging and unpredictable.
"Our days can go from zero to one hundred in no time at all. Situations might involve vulnerable customers, some intoxicated or under the influence of drugs. Sadly, some extreme cases result in fatalities. And members of staff have been assaulted at my base station and across the network.
"One of the best things about my job is the team I work with – we have a great support network. If something happens, we try to back each other up, allow each other to step away and have a break and listen to one another.
"We're a tight-knit team/family and we're there for each other at work or in our personal lives.
"Over the years we've developed a relationship with our regular customers. Some just come to the station for a chat. A few of my vulnerable customers come for special assistance in reading their letters or filling out forms.
"I might help them using the internet or their mobile phones. It's such a pleasure that they trust us to help them in this capacity.
One of my regulars had been going through a cancer battle and recently she came to see me with the biggest smile to share her good news of being cancer free.
"When I approach someone who I think might need help, it’s always with a friendly and open manner. I say “Good morning/ afternoon. How are you?” or talk about the weather.
"Sometimes I walk up to them with a cup of coffee and offer it to them. Often, all they want is for someone to give them the time of day. It can be difficult to read people, but those who need help usually present themselves in a way which can help you spot them.
"For instance, they might be standing away from everyone else, pacing up and down, sitting down and crying, or other times screaming down the phone at someone.
I always have tissues in my pocket because often people just break down.
"If someone is on the platform for a long time and doesn’t get on a train, that also sets alarm bells off for me.
"My biggest advice for fellow staff members is to be alert and aware of your surroundings. Your job is to pay attention, and you have to give it 100% to keep yourself and our passengers safe."
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