Aspect Spring 2018

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The magazine for Arriva Trains Wales/Trenau Arriva Cymru colleagues

SPRING 2018

ACCOLADE

for top-notch service CENTRE PAGES

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By Managing Director TOM JOYNER

Plenty of reasons for pride in achievements over past few months I start off with thanks to all colleagues across Arriva Trains Wales for contributing to a really successful winter.

There have been some challenging times, none more so than at the start of March where so many of us were involved in working hard to keep trains and stations running, giving essential information and working behind the scenes to get Wales and the Borders moving.

I was really proud of our achievements over the past few months – thank you for your commitment.We improved in a number of areas in the National Rail Passenger Survey (NRPS) assessment including the availability of staff at stations and how requests to station staff were handled.

We were also the most improved On Time operator across the whole UK, as well as having the best Public Performance Measure (PPM) of any regional Train Operating Company.

The year 2018 is going to be a time of change for our business and, as I have said before, I am really proud to be leading us into that change.

You have already seen some of our senior team leave the business in recent months and, while we wish them the best for their future careers, my focus and the focus of the new executive and senior leadership team is very much on the future.

I am really happy with the team that I have in place to lead us into the many challenges ahead.

I am confident that it is a team that understands the importance of communicating with you.

You told us in the recent colleague feedback that there was room for improvement in the way we communicate together with greater visibility of the executive team.This is something that I am committed to improving and which I know will set us in good stead for 2018.

Communication must be two-way – so I ask that if you do have anything that is on your mind, then please either speak to your line manager or get in touch with me and the team directly at talktous and on Yammer.

The executive team will also continue to get out and about around the network more frequently in the form of roadshows and various tours and we look forward to talking to you about anything which you feel is important.

Like you, I am really curious about our future but there are some questions you have that we can answer now – so don’t hesitate to get in touch.

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Head of Performance Gregg Evans with the Silver Whistle trophy.

Award for better On Time record I

NDUSTRY-LEADING right time performance at Arriva Trains Wales has been recognised with a prestigious national accolade.

The award of a Silver Whistle for the best performance improvement during 2017 was made at the Golden Whistle Awards. It salutes a 3.2 per cent improvement in On Time performance measured at every station along the route and reflects the company’s ‘track and train’ ethos.

Arriva Trains Wales has worked extremely closely with its business partners at Network Rail, co-ordinating the running of the trains with the management of the infrastructure.

Assessed against a range of other Train Operating Companies, the business was judged to be the most improved in the regional sector in the UK. Gregg Evans, Head of Performance, said:“It is fantastic to be recognised on

a national scale. It is a testament to the hard work of all our railway colleagues that we have achieved this outstanding result.”

Colleagues across the business are being thanked for their continuing focus on delivering high-quality customer service for the communities of Wales and Borders which has contributed to the success.

The high performance levels were achieved despite major challenges such as the UEFA Champions League, large-scale infrastructure works and extreme weather.

Contributing to the success were the Cardiff Area Signalling Renewals project, the additional platform at Cardiff Central and significant performance initiatives introduced by Fleet.“Moving forward, all our focus remains on continuing improvement,” added Gregg.

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SCAN PHOTO

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Conductor Geoff Glave, left, discusses the use of the new STAR Mobile ticket retailing system with Head of Retail Chad Collins.

Ironing out mobile system problems C

OLLEAGUES are being thanked for giving feedback on the progress of the STAR Mobile ticket retailing system.

A STAR Mobile User Group has been set up to give people the chance to share their experiences using new functionality from the latest software releases to ensure the best possible customer service can be delivered.

At the same time colleagues are being assured that detailed work is being carried out to iron

out problems. Concerns from the frontline are fed to Fujitsu including those associated with battery life and the charging of the Samsung mobile handset.

The charging regime using SLED has not always performed to expectations but analysis is underway to work out which functionality drains the handset and adapt it accordingly.

This coupled with a more frequent cycle of replacing batteries will see a marked improvement in battery

endurance. Speedier replacement of components should they fail (including the PIN entry device and the printer) is also being given priority.

“Feedback from frontline staff is key to ensuring our retail ticket issuing systems operate to their full potential consistently,” said Chad Collins, Head of Retail.

“But we are working closely with Fujitsu and the other Train Operating Companies within the Arriva Group to resolve any issues as quickly as possible.”

USING augmented technology to access the bonus video content in this issue of Aspect is the secret to finding the answer to the question – with the chance to win £50 worth of Amazon vouchers.

It is really quick and easy to check out the videos using the AR app.

If you do not already have the app on your mobile, simply follow the instructions at the bottom of this page.

Photographs on pages three, four, five, nine and 15 with the ‘scan the photo’ icon trigger video streams on to your mobile.

Remember the answer is in the video.

Q. Which Society has Arriva Trains Wales worked with during its support for partially sighted people?

Email your answer to katrina.tzannis@arrivatw .co.uk by Friday April 27.

The first correct entry drawn out of the hat wins the prize.

Tap into bonus content with the Arriva Trains Wales Augmented Reality (AR) app The free app, called Arriva Trains Wales AR, is available to download to smartphones and tablets from App Store and Google Play and will bring photographs to life in this magazine using the power of Augmented Reality. To access the bonus interactive video content, simply follow the three easy steps:

Download the Arriva Trains Wales AR app from App Store or Google Play.

Scan the photo on the pages where you see this AR icon.

SCAN PHOTO

TO SEE VIDEO

When the video starts double tap your screen for a full-screen view to take away.

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Conductor helps to reunite canine Clyde with Bonnie A dog called Clyde was reunited with his canine companion Bonnie thanks to the caring action of an Arriva Trains Wales conductor.

The Staffordshire bull terrier, named after the US bank robber, had wandered two miles from his home to Hengoed station in Mid Glamorgan.

After boarding the train and travelling with it four miles north to Bargoed, the

pooch was on his way back towards Cardiff.

Meanwhile desperate owner Joanne Davies, whose other pet dog is called Bonnie, had launched a desperate online appeal to relocate him.

A passenger saw it and notified Conductor Simon Fish, who made sure that Clyde was kept safe in the driver’s compartment for the remainder of the

Colleague survey achieves a ‘lush’ response

journey. The dog was dropped off at Cardiff Central where British Transport Police handed him to IT worker Joanne three hours after his escape.

She said:“There were a lot of dog lovers around on that day and for that I will be forever grateful.”

Simon said:“Clyde was clearly very scared – I was just proud to be able to reunite him with his owners safely.”

SCAN PHOTO

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A

N imaginative colleague survey which asked people “What’s Occurring?” has gained “lush” accolades for the project team that created it.

The six-strong group on the Management Development (MaDe) course were challenged to create a survey to gauge how colleagues were feeling.

They used the phrase made popular by the TV sitcom Gavin & Stacey to grab people’s attention. And they also introduced a series of scratchcard prizes as incentives.

Ultimately they achieved a response rate of 84 per cent which exceeded the target they were given and was far higher than any previously achieved at Arriva Trains Wales.

All members of the group – Adam Craigie, Rhiannon Doller, Mike Gannon, Jay Bryce, Callum Buckle and Gareth Derry – received Exceptional Contribution Awards along with Talent Manager Lynda Hammett, who managed them.“They showed incredible

Safety Data Analyst Rhiannon Doller and Carmarthen Conductor Mike Gannon with the What’s Occurring survey pamphlets and scratchcard.

commitment and enthusiasm and they were very proactive,” said Liz Prince, Head of Human Resources.

“They were excellent role models, caring about their colleagues, and they designed something that worked for our people –

from the name and the design to the incentives.”

The full results and accompanying communications campaign has now been distributed by Internal Communications.

Copies are available from Managers.

Major carriage refurbishment project is now complete THE refurbishment of 60 carriages in the Valley Lines rolling stock is now complete.

Under the £500,000 programme the interiors of all 30 Pacer units together with 30 units in the Class 150 fleet have been given a new look.

Customer feedback has been

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excellent, with passengers appreciating the overhaul and painting of seat shells and the replacement of seat covers and backs with the latest Arriva moquette material.

More than 1,000 metres of replacement protective window film have been deployed and 365 litres of

paint have gone into the makeover.

The light diffusers have been cleaned, the doorstep wells cleaned and repainted and the grab handles repainted. A complete overhaul of the toilets has produced impressive results with components of the “furniture” being renewed.

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By Interim Customer Services Director BETHAN JELFS

TO SEE VIDEO

Looking at ways to improve passenger survey results

Engineering Apprentices Demi Woodham, left, and Chloe Thomas at Canton depot.

Apprentices show

top potential T

WO female engineering apprentices are showing outstanding potential as they pursue their career of choice with Arriva Trains Wales.

Both Chloe Thomas and Demi Woodham believe they made the right choice in applying to join the Fleet Maintenance Apprenticeship Scheme.

Chloe, who joined three years ago, became the first female on the shop floor at Canton for around 30 years.

Her colleague Demi, in her second year, took inspiration from Demi’s appointment as she applied.

Both of the women say they have received great support and advice from their fellow apprentices.

“Apprentices, male or female, are vital for succession planning and it is extremely

important that we attract the right candidates,” said Dean Fry, Fleet Skills and Competence Manager.

“To date, our female apprentices have demonstrated that gender is not a barrier.

“Chloe won a National Apprentice of the Year award last year while Demi has become a valued and integral part of her team.”

Both Chloe and Demi hope they are flying the flag for the appointment of more female apprentices in the future.

There are currently nine apprentices at Arriva Trains Wales, eight at Canton and one at Machynlleth.

The Fleet Maintenance Apprenticeship scheme was introduced at Arriva Trains Wales as a means of succession planning and ensuring that its engineers of the future are trained in the way it requires.

THIS is my first column in Aspect magazine, having only just been appointed as Interim Customer Services Director whilst Lynne Milligan covers our Projects and Planning Director’s post, and I am very excited to be able to share my thoughts with you.

During January, we received the most recent wave of our National Rail Passenger Survey results which tell us every six months what our customers feel about the experience we offer.

Disappointingly, we saw the overall satisfaction figure decline to 79 per cent which reflected some of the significant weather challenges we experienced during November when the survey was carried out.

We will continue to work hard and invest in the areas where we know customers want to see improvement, such as capacity on trains – and your support in maintaining good performance will help improve our customer satisfaction.

Well done to our stations and conductor teams who continue to produce really great feedback from our Mystery Shopper programme. This is something which helps us to target areas of focus and we think will be reflected in our NRPS results when they come out in the spring.

Our “buy before you board” campaign continues to be important and well done to our gate line teams who saw a five per cent improvement in gate line coverage in the last period.

We are now looking at the figures for gate line coverage every day and it’s great to see improvement – so well done!

I am also really encouraged to see the usage of the scanning app increasing for our onboard teams as correct ticket checks onboard and at stations continue to be a big priority as we work to reduce ticketless travel on our trains.

I look forward to catching up with colleagues out and about on the network in my new role and thank you everyone for your support and continued hard work.

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Machynlleth Conductor Kath Kirkham and Driver Mark Dancer receive their awards from Tom Joyner.

Managing Director Tom Joyner presents Cardiff Conductor Phil Beynon with his Exceptional Contribution Award.

Pictured at the ECA awards are a selection of the people who took part in the Champions League delivery project, left to right back row, Lewis Brencher, Wayne Cresswell, Margaret Evans, Simon Turton, Mike Brown, Bethan Jelfs, Jon Slaughter and Jez Williams. Front seated and kneeling, left to right, Darren Haynes, Stewart Keay and Phil Bishop.

High achievers across the business

honoured at awards night Newport Customer Service Advisor David Crew.

Award winners Emily Harris, left, and Gemma Southgate, both social media team members, pictured at the presentation ceremony.

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Cardiff Conductor Leighton Ponting.

A

host of Arriva Trains Wales high-achievers were honoured at the Exceptional Contribution Awards ceremony for their outstanding efforts over the past year.

The special celebration evening at the Radisson Blu Hotel in Cardiff was hosted by Bethan Jelfs, Customer Service Director, and Carl Hurcombe, Control Centre Manager.

Gold Award winner Nichola Bryant, Customer Service Advisor at Llandudno Town station, received her accolade for scoring 100 per cent SIX times in the Mystery Shopper survey.

She was praised for her focus on customers and her commitment to the cleanliness and high standards of the station.

Nichola was among 46 finalists at the annual awards which recognise people who have gone the extra mile.

Employees and guests enjoyed a three-course meal before the presentation of the awards by Managing Director Tom Joyner, followed by disco

dancing into the night. Other colleagues on the roll of honour included Leighton Ponting, Cardiff-based Conductor, who took charge of the situation when a fatality occurred on the line during a sporting event. He was praised for his “professional and calm” approach.

Phil Beynon, also a Cardiff Conductor, received an accolade for helping stranded customers after heavy snow blocked their route northwards from Cardiff.

He made a round trip of several hundred miles to drive a mother and her daughter from the capital to Stockport so they could be in time for a family funeral.

Mark Dancer and Kath Kirkham, Driver and Conductor at Machynlleth, were honoured for going to extraordinary lengths to get to work in snowy conditions.

Realising that the Snowdonia roads they normally used were impassable, they made their way to Machynlleth the day before their duties and booked into a hotel so they would be ready for work the following morning.

Michael Duggan, Shrewsbury Conductor, was given an accolade

for his dedicated work in reviewing the Route Learning Briefing Guides, visiting every station along the routes to compile data and take photographs.

The Champions League Project Team received a Team of the Year award recognising the seamless and highly-successful way they delivered an outstanding customer experience during the UEFA Men’s and Women’s Champions League Finals in June 2017.

Another group award went to the Management Development (MaDe) group who designed an Employee Survey that delivered an 84 per cent return rate.

(See story and AR video on page four).

Emily Harris and Gemma Southgate, members of the social media team, received an accolade for improving Arriva Trains Wales’ social media presence.

Marsha Owen, Cardiff Valleys Conductor, was honoured for her outstanding customer service which is regularly

praised on Wales Online and has included comforting a man at an unstaffed station who wanted to end his life.

David Crewe, Customer Service Advisor based at Newport, was given an accolade after being nominated for a British Transport Police Life Saver’s Commendation Award for assisting a stroke victim before paramedics arrived to attend to him on the platform.

GOLD AWARD WINNER: Llandudno Customer Service Advisor Nichola Bryant is presented with her trophy by Tom Joyner.

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Machynlleth Conductor Kath Kirkham and Driver Mark Dancer receive their awards from Tom Joyner.

Managing Director Tom Joyner presents Cardiff Conductor Phil Beynon with his Exceptional Contribution Award.

Pictured at the ECA awards are a selection of the people who took part in the Champions League delivery project, left to right back row, Lewis Brencher, Wayne Cresswell, Margaret Evans, Simon Turton, Mike Brown, Bethan Jelfs, Jon Slaughter and Jez Williams. Front seated and kneeling, left to right, Darren Haynes, Stewart Keay and Phil Bishop.

High achievers across the business

honoured at awards night Newport Customer Service Advisor David Crew.

Award winners Emily Harris, left, and Gemma Southgate, both social media team members, pictured at the presentation ceremony.

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Cardiff Conductor Leighton Ponting.

A

host of Arriva Trains Wales high-achievers were honoured at the Exceptional Contribution Awards ceremony for their outstanding efforts over the past year.

The special celebration evening at the Radisson Blu Hotel in Cardiff was hosted by Bethan Jelfs, Customer Service Director, and Carl Hurcombe, Control Centre Manager.

Gold Award winner Nichola Bryant, Customer Service Advisor at Llandudno Town station, received her accolade for scoring 100 per cent SIX times in the Mystery Shopper survey.

She was praised for her focus on customers and her commitment to the cleanliness and high standards of the station.

Nichola was among 46 finalists at the annual awards which recognise people who have gone the extra mile.

Employees and guests enjoyed a three-course meal before the presentation of the awards by Managing Director Tom Joyner, followed by disco

dancing into the night. Other colleagues on the roll of honour included Leighton Ponting, Cardiff-based Conductor, who took charge of the situation when a fatality occurred on the line during a sporting event. He was praised for his “professional and calm” approach.

Phil Beynon, also a Cardiff Conductor, received an accolade for helping stranded customers after heavy snow blocked their route northwards from Cardiff.

He made a round trip of several hundred miles to drive a mother and her daughter from the capital to Stockport so they could be in time for a family funeral.

Mark Dancer and Kath Kirkham, Driver and Conductor at Machynlleth, were honoured for going to extraordinary lengths to get to work in snowy conditions.

Realising that the Snowdonia roads they normally used were impassable, they made their way to Machynlleth the day before their duties and booked into a hotel so they would be ready for work the following morning.

Michael Duggan, Shrewsbury Conductor, was given an accolade

for his dedicated work in reviewing the Route Learning Briefing Guides, visiting every station along the routes to compile data and take photographs.

The Champions League Project Team received a Team of the Year award recognising the seamless and highly-successful way they delivered an outstanding customer experience during the UEFA Men’s and Women’s Champions League Finals in June 2017.

Another group award went to the Management Development (MaDe) group who designed an Employee Survey that delivered an 84 per cent return rate.

(See story and AR video on page four).

Emily Harris and Gemma Southgate, members of the social media team, received an accolade for improving Arriva Trains Wales’ social media presence.

Marsha Owen, Cardiff Valleys Conductor, was honoured for her outstanding customer service which is regularly

praised on Wales Online and has included comforting a man at an unstaffed station who wanted to end his life.

David Crewe, Customer Service Advisor based at Newport, was given an accolade after being nominated for a British Transport Police Life Saver’s Commendation Award for assisting a stroke victim before paramedics arrived to attend to him on the platform.

GOLD AWARD WINNER: Llandudno Customer Service Advisor Nichola Bryant is presented with her trophy by Tom Joyner.

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By Engineering Director SIMON HUGHES

Zero defects culture is key to achieving our targets AS the Fleet team heads into 2018, our continued and unwavering focus remains on preventing defects on our trains as the way to improve the experience for our customers.

Whilst we still have some way to go, we have begun to instil a culture that will not tolerate anything other than zero defects.

With our people thinking in this way, defects caused by parts or process problems or through lack of attention will continue to drop.

So far in 2018 we have seen a large increase in defects reported by traincrew and this has been excellent in helping us to plan and target our repair activities.

Our Refresh Lite project has come to an end with our entire fleet of 30 14X units being refurbished internally at a cost of £500,000.

We have received some excellent feedback from our passengers so far and the improvements will have a positive impact on passengers travelling in South Wales for the foreseeable future.

It is vital that we redouble our efforts in focusing on safety. The number of preventable minor injuries within the Fleet function alone is unacceptable and we must ensure that we all stop tolerating unsafe conditions, tasks and processes.

Finally, as I leave the company to take on a new challenge, I would like to wish everyone at Arriva Trains Wales all the best for the future.

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Customer Service Advisor David Graham on Platform 1 at the new-look Colwyn Bay station. Below one of the updated waiting rooms.

David spearheads sparkling makeover C

OLWYN Bay has received a sparkling makeover with upgrades to key areas of the station. The ticket office, two waiting rooms, concourse area and toilets have been updated and decorated while the night entrance has been relocated to the front of the station.

The improvements by Arriva Trains Wales, which form part of the £70 million National Stations Improvement Programme, have been specially devised to benefit regular commuters and visitors to the area.

Passenger information services and security systems have been upgraded and signage improvements are also in place.

A drop-off point, pedestrian walking route, cycle storage and improved lighting are new features of the car park.

David Graham, Customer Service Advisor at Colwyn Bay, received a commendation at the Exceptional Contribution Awards for his work during the upgrade. He liaised with the contractors, attending all site meetings, while

maintaining the smooth operation of the station.

“David was involved heavily day-to-day with the improvements and he forged an invaluable relationship with the contractors on-site,” said Karen Kinder, Station Manager North Wales.“The outcome of the refurbishment will be all the better for the invaluable input that he has had.”

£1m improvements nearly complete IMPROVEMENTS to the tune of £1 million are nearing completion at Bridgend station. Commuters and visitors alike will benefit from an improved concourse area with new information desk and revamped ticket office and seating.

The station entrance and frontage are being boosted by a makeover and new

signage and passenger information displays are in place. The improvements, which are being funded through the National Station Improvement Programme, include refurbished toilets with a new Changing Place accessible facility. Security on the station has been boosted by new CCTV.

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Tabards identify helpers CUSTOMER Service Advisors responsible for Assisted Travel at Cardiff Central station have been issued with special tabards.

The branded waistcoats will enable customers easily to recognise those who are tasked with managing requests for assistance.

The initiative comes after feedback from customers indicated that they do not always realise who to ask for help in locating their train.

A focus group led by Barry Lloyd, Head of Customer Experience, identified that tabards would enhance the service currently supplied.

Lifesaving action Community Affairs Manager Geraint Morgan with Jane McCann, who has downloaded the audio guide, and her guide dog Ruby at Cardiff Central station.

Audio guide boosts

railway access A

N innovative audio guide to help blind and partially-sighted people plan their journey is being launched by Arriva Trains Wales.

The guide will be available to access via the company’s website.

Customers with sight loss will be able to download the files and listen on their phone or digital audio device.

The guide will be available in English and Welsh and will take

the customer through various stages of planning a journey by train.

It will help them understand how to purchase a ticket, what assistance is available at stations and on train, how to book assistance and the benefits of a Disabled Persons Railcard.

Project leader Geraint Morgan, Community Affairs Manager, based the guide on material that was already available at Arriva Trains Wales – but only in written

form in the booklet Making Rail Accessible – a guide for older and disabled people.

He was assisted by Jonathan Goode, currently seconded to the Wales Route Operations Control Centre, and Elin Evans of Customer Relations.

Jonathan, a keen musician in his spare time, provided the digital audio equipment and post editing facilities for the project while Elin is the voice behind the new guide.

JANE Meredith helped to save a customer’s life when he collapsed just before midnight on the platform at Shrewsbury station.

The Conductor immediately ran across to the man to offer assistance while shouting for help and requesting paramedics.

Jane, who helped perform CPR and assisted the station staff in using the defibrillator, has been nominated for a Spotlight award.

New role for Keith KEITH Winder has been appointed to the newly created role of Production Director.

Keith, who has 40 years of experience in the rail industry including a time as Area Manager for Swansea at the tail-end of British Rail, will be responsible for the day to day delivery of the Arriva Trains Wales operation, which includes both fleet and operations.

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Five minutes with Simon Miles Simon, Conductor based at Cardiff Central, takes time out to tell about his running achievements and his admiration for the ancient Romans.

What is the best thing about your job?

I have been with Arriva Trains Wales for 18 years, 13 of them as a Conductor, and I still enjoy meeting new people every day. I am not one to be stuck in an office.

What is the most unusual thing that has happened to you in the course of your work?

It’s an amazing coincidence. Some years ago before the death of my dad, who was like me a keen boxing fan, we went out to celebrate his birthday. We met the boxer Joe Calzaghe and he bought us a drink. On December 20 last year – my late father’s birthday – I was working a train from Newbridge to Cardiff Central and who should be on the train? Joe Calzaghe! I was gobsmacked and so was he – the stars must have been lined up that day.

What do you do in your spare time?

I have been a middle distance runner for Cardiff since the age of 10 and I have a Welsh vest for representing my country every year up to the age of 18. I have travelled Europe with the Welsh squad and took part in the Youth Olympiad in Glasgow in 1990.

I took a break from running for a while but now I am a member of Pontypridd Roadents Athletic Club – and hoping at some point to win another Welsh vest. I train up to 70 miles a week – it’s a great way of relieving stress and keeping up your focus.

Which famous people alive or dead would you invite to a dinner party?

Sir Roger Bannister – we would be able to chat about his sub-four-minute mile.

Muhammad Ali – my boxing

Simon Miles at Cardiff Central station.

hero. He’s the greatest sportsman who ever walked the planet.

What is your favourite music?

I have a wide range of favourites including Progressive House and Dance. In my spare time I like to DJ at friends’ parties.

What did you want to be when you were growing up?

A fireman.

What is your most valuable possession?

My family – my wife Maria and daughters Ellie and Eva, aged 14 and 10, come before everything else.

What is your favourite film?

From Dusk till Dawn, a 1996 American black comedy action horror movie.

If you could go back in time what period would you choose and why?

To the time of the ancient Romans. It would be great to be in on the action as they invented concrete, aqueducts and underground heating.

What is the best bit of advice you have ever been given and by whom?

“Never get involved if there’s trouble happening” – by my dad who was keen for me to stay safe at school.

What is your favourite place of all?

Cyprus – we have family on my wife’s side who live there and we have a property on the island. Our daughters are learning Greek so they can be fluent on holiday.

Wendy fundraises for girls’ orphanage in Kenya WENDY Mullen is proud to support an orphanage in Kenya which is run by her daughter.

The Cwmbran Customer Service Advisor made a trip to Africa to visit the Hekima Place girls’ orphanage where Jenny is Executive Director.

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Wendy has teamed up with friends at Liberty Church in Newport to make craft items for sale so that they can contribute to the charity’s funds.

The orphanage supports 97 vulnerable girls ranging in ages from babies to young adults.

“When my husband and I visited Hekima Place we found it to be a fantastic project,” said Wendy.

“The girls are there as their own families cannot support them or they have been victims of abuse, female genital mutilation or Aids.”

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MD thanks colleagues who battled the extra mile in extreme conditions

Station teams gritted platforms as heavy snow fell to keep passengers safe.

B

IG-HEARTED Arriva Trains Wales colleagues pulled together and went the extra mile during the episode of extreme weather at the end of February.

People throughout the network performed heroic exploits, with two colleagues walking nine miles from Barry to Cardiff to clock on and one driver clearing snow single-handed off the lines between Cardiff Bay and Queen Street.

They stepped up to the plate during an unprecedented red weather warning when the Beast from the East mega-storm clashed with Storm Emma to create Arctic conditions.

Team working was at the forefront with those who were unable to travel to their usual workplace going instead to their nearest stations to help out the frontline staff.

Many staff were allocated rooms in hotels when their routes home were blocked by blizzards which deposited up to eight inches of snow.

Cardiff Driver Jan Eldem brought a tractor in to ease access into Canton depot.

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Cardiff Central Duty Station Manager Nathan Adams pictured by a pile of snow after the clear up as services returned to normal.

Swansea Conductor Andrew Reid made the journey over to Cardiff to volunteer to help dig a train out at Queen Street station.

With the enforced shutdown of services in the Valleys, high priority was given to keeping customers informed.

Arriva Trains Wales was hit by a “double whammy” when the Class 175 fleet had to be withdrawn for safety checks after wheel problems were discovered. But employees, working in partnership with Network Rail showed exceptional commitment to deliver

the best possible customer service during the crisis.

Managing Director Tom Joyner wrote all employees a personal letter thanking them for their efforts. He saluted the way they had demonstrated the company values of being passionate and proud, delivering excellent service every time. ● Arriva Trains Wales has a joint recognition scheme where people can nominate colleagues, including those from Network Rail, for a Spotlight Award.

Potential fatality prevented ENVIRONMENTAL Station Operative Paul Johnson has been praised for his caring actions in preventing a potential fatality at Chester station.

He was on his night shift when he spotted a customer behaving in an erratic manner on the platform and threatening to jump down on to the electrified third rail.

Paul, who has received a Spotlight nomination, provided a listening ear and made sure the man left the station safely.

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VR helps prepare students S

TUDENTS with learning difficulties from a Welsh college have been able to boost their confidence in using rail travel thanks to a virtual reality initiative at Chester.

Three Vocational Access students from Coleg Ceredigion in Aberystwyth visited the Training Centre to use the Platform Train Interface simulator.

The aim was to allow them to familiarise themselves with the sounds and features they would experience on a typical station to prepare them for real journeys.

The initiative was the brainchild of Dave Crunkhorn, Station Manager Cambrian based in Machynlleth, who approached Niki Wilkinson, Commercial Training Manager, to take it forward.

Niki liaised with Maggie Neville, Vocational Access Lecturer at Coleg Ceredigion, to

Commercial Training Manager Niki Wilkinson with the simulator she used to prepare students with learning difficulties for real journeys.

devise a programme for the students. I started the session with an emoji game enabling them to describe how they felt about travelling by train and then I gave them the opportunity to use the simulator,” she said.

“As they ‘walked around’ the virtual reality station I gave them an explanation of what

types of things they would need to look out for. I also advised them what to do if there was a last-minute alteration, showed them the Helping Hand video and gave them an Orange Wallet to take away.”

Following the success of the initiative, there are plans to follow up with a tour for the students of the actual station.

Chaplain Hannah is Railway Mission’s youngest THE new Chaplain for Wales and Marches is getting to know people at Arriva Chaplain Trains Wales and other Hannah Tuck Train Operating with her hi-viz Companies in her area. jacket.

Hannah Tuck, aged 20, is the Railway Mission’s youngest Chaplain and she is the daughter of a Minister who worked for church, Hannah says her the Christian relief and role is to provide a listening development agency ear irrespective of her Tearfund and was also a religious calling.

Bible translator.

“I like being there to Although she was born in support people,” she said.

Scotland she has lived in “It’s about being available Wales since the age of 10 if someone wants to talk and now resides at Barry. things over regarding work Although she is an active or their personal life. member of the Baptist

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ASPECT Spring 2018

“Serious incidents such as fatalities do affect people on the railways and I want to be there for them.”

Hannah, whose husband runs a medical company, says she has been given a “really lovely welcome” by everyone she has met so far at Arriva Trains Wales.

Have you got news for us?

IF you have a story for Aspect please contact Internal Communications Manager Katrina Tzannis by emailing katrina.tzannis@arrivatw.co.uk or call 02920 720687.