“ALWAYS REMAIN CALM, EVEN IF YOU DON’T FEEL IT!”
Selin Igdemir believes being proactive is key to keeping people safe
Whether it’s carrying out safety audits, dealing with hazards, or supporting colleagues during an incident, safety is a core aspect of Selin Igdemir’s day-to-day role.
And when it comes to putting the safety of customers and colleagues above all else, Selin believes it’s not about just reacting to situations, but preventing them from escalating in the first place.
“Every day is different and it can be quiet, but situations can arise suddenly and develop quickly, and when that happens I’m the first point of contact,” says Selin, a service delivery manager on the Weaver and Liberty lines.
“At that point my role is about liaising with my team and Network Rail, and helping to manage the situation while keeping safety at the forefront of my mind.”
It’s a very busy part of the network, with the proximity to White Hart Lane meaning working closely with Tottenham Hotspur for not only football matches, but other sporting and music events at the popular venue.
Selin says: “When there’s a major event taking place we work with our events team to try to ensure business as usual and ensure a smooth operation. That can be as simple as putting signage up in the right places to help customers get through as easily as possible.”
But with so many people packed into a tight space like a train station, incidents can occur – from overcrowding to people jumping over ticket barriers or anti-social behaviour.
“It’s not about what’s happening in that moment, but trying to look ahead, see how the situation is developing, and taking the right steps to prevent that,” Selin explains.
“Nine times out of 10 we’re able to de-escalate a situation before it becomes a serious problem. But I won’t hesitate to lock down the station if necessary.
“That’s a last resort, but I’ll always put people’s safety first. My biggest fear is someone getting hurt because we’ve not been in control of a situation.”
Her advice to others on handling such situations? “I always tell people to not worry about the things we have no control over – we can’t control customer behaviour or some of the things that cause delays.
“Instead, focus on what we can control, assess a situation with a cool head and react quickly as things develop. When giving instructions, be clear and concise. And lead by example – remain outwardly calm, even if you don’t feel it!”
As well as dealing with events on her patch, Selin also regularly supports major events at other stations, such as the Notting Hill Carnival. Indeed, her work supporting events helped her achieve a Shining Star Award earlier this year.
She says: “For something like the carnival, deployment is key – it’s about putting the right people in the right place, who you trust to do the right thing at the right moment. “For last year’s carnival I brought some people from my team at White Hart Lane. Having that level of trust and familiarity with the people around you is very beneficial.”
And it seems that approach worked. “We were told afterwards that it was the best carnival operation ever,” Selin reveals.
“But even then, the important thing is not to relax – you have to review and look at what went well and where we can improve next time.
“I think the key is to always ask ourselves if it can be done better – and if you believe it makes more sense to do it another way having the confidence to do it.”
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