Guidance on passenger communications in an emergency

NSW Trains is undertaking the following actions:

• Current state audit of extensive suite of existing processes and guides to onboard communication [underway]
• Industry practice reviewed, and recommendations provided for procedural updates, including employee support tools such as scripting, reference cards [underway]
• Suite of employee tools revised
• Employee tools tested in a range of scenarios and with key stakeholder groups
• Final documentation for publication drafted
• Updated cyclical training in place for employees, supported by updated competency assurance checks
• Visual inspections of available support tools (currency, availability, location)

The ATSB acknowledges NSW Trains' action plan which details the introduction of scripting/reference cards for use by crew members in an emergency and the associated cyclical training requirement. The ATSB will continue to monitor, with the view that, once implemented the safety issue will be addressed.

NSW Trains advised the following: 

We are finalising both updated passenger emergency evacuation instruction seat pocket cards as well as scripts for onboarders to support consistent and accurate communication both in advance of and in the event of an emergency.

Scripts will be tested in a range of scenarios and consulted on before finalising and rolling out training to our onboard staff. Consultation will include a range of internal and external stakeholder groups, including multi-cultural and disability.

The ATSB will continue to monitor the progress of NSW Trains actions, with the view that the safety issue will be addressed once implemented.

NSW Trains advised: Work is underway to update the 'onboarder' manuals to incorporate the updates into 'onboarder' safety refresher training (including refresher). 

We are also working on improved tools/procedures to help support staff in a range of different emergency/degraded scenarios, along with a workshop on periodic simulated exercises.'

The ATSB will continue to monitor the progress of NSW Trains actions, with the view that the safety issue will be addressed once implemented.

NSW Trains has provided additional evidence, which included a presentation and crew training materials which detail provision of opportunities to practice emergency announcements, either on board in context, or when a set is not available in a classroom-based scenario. They have also provided evidence of a tool, in the format of an on-board emergency checklist which provides crew with scripted announcements for use if required.

The development of tools which include what to say, for use by passenger services crew in an emergency and the inclusion of opportunities to practice, when, and how to communicate to passengers in an emergency, will better prepare crew members for an emergency.