SAFE AND SECURE
Successful trial across our network for new SSEO role
A new security-focused role trialled across our network this summer has received praise from colleagues who have seen it in action.
16 safety and security enforcement officers (SSEOs) have been deployed to support our teams in stations and on trains, helping to resolve numerous issues.
The SSEOs are trained in conflict resolution, to remain calm in the face of confrontation or aggression and are equally capable of de-escalating incidents or removing people from trains and station premises as the situation demands.
Among the incidents they’ve helped resolve during trial are people jumping over barriers, aggressive and violent behaviour, suicide intervention, smoking, vaping or consumption of alcohol or prohibited substances.
Dickson Ogunyemi
Dickson Ogunyemi
“I think they’re great – and colleagues I’ve spoken to feel safer when we’re working alongside them,” says Dickson Ogunyemi, revenue protection inspector. “Having their support also gives us greater confidence that we can achieve our own goals and targets more effectively.
“It’s great having them there to help deal with people without tickets, and we even had one incident of a man trying to steal a lady’s bag, which the SSEO was able to deal with.”
Visible deterrent
Hackney Downs station supervisor Rohan Palmer said the presence of SSEOs prevents many incidents from occurring in the first place.
“They’re a visible deterrent – even though they’re very professional and well-mannered, he says. “Just knowing they’re there stops people in their tracks.”
Rohan Palmer
Rohan Palmer
“I’ve been here for years, and you recognise the people who regularly cause problems. We have one who always tries to push through the barriers – but when he came in when an SSEO was on duty, he just turned around and left. I think they’re a brilliant addition.”
The SSEO trial aims to supplement the capabilities of our existing colleagues and add a level of security. It’s one of several measures, such as voluntary body worn cameras, aimed at keeping employees and customers safe from violence anti-social behaviour.
“The main difference is that SSEOs are able to physically intervene when it’s needed,” says head of revenue protection Elizabeth Umoke.
“If a situation escalates and becomes confrontational or aggressive, there’s nothing more our colleagues can do – nor should they be required to.”
Encouraging results
Data from the trial is now being collated and analysed to determine next steps.
The pilot has involved two different providers, each supplying eight SSEOs. Figures for the first eight weeks of the trial for one of the SSEO providers – the latest available at the time of writing – show that their officers patrolled around 600 trains, made over 500 station visits, dealt with over 150 incidents, including six assaults and prevented 33 attempts to travel without a valid ticket.
Elizabeth Umoke
Elizabeth Umoke
“The results are very encouraging, and my job now is to prove to the business the value of the SSEO role and see where we go from there,” Elizabeth adds.
The role itself is similar in purpose to one provided by Transport for London, but Elizabeth highlighted some key differences.
“The biggest benefit of engaging our own supplier is greater flexibility,” she says.
“At the start of every shift, the TfL officers always had to go to their base first before we could deploy them across our network, which obviously took up quite a bit of time.
“But as we’ve seen with this trial, by working with our own supplier, SSEOs can come to us directly, which increases the time they’re actually on duty, and gives us the ability to redeploy them at short notice to high-risk areas. “In the last few months, like we saw at the initial introduction of the TfL transport support and enforcement officer (TSEO) team, we’ve seen what a shock to the system it is for troublemakers when they suddenly realise they can now be physically removed if they become aggressive.
“One young man who had refused to pay for a ticket every day for five months couldn’t believe it when he was escorted off the train and out of the station after pushing in through the gates.
“The safety and security of both our staff and passengers is our biggest responsibility, and I believe the support of SSEOs can make a big difference.”
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