NSW Trains’ procedures did not provide specific instructions to passenger services crew on when, how and what to communicate to passengers in an emergency.
The ATSB acknowledges the effort made by NSW Trains to address this safety issue. NSW Trains has developed a tool to provide train crew members with example announcements to utilise, which are available in the format of an on-board emergency checklist. Crew members have also been provided opportunities to practice, when, and how to communicate to passengers in an emergency during initial and recurrent training. This safety issue has therefore been assessed as adequately addressed.
NSW Trains advised that it had designed and introduced new emergency and evacuation training for passenger services crew to understand their role, responsibilities and authority during emergencies and evacuations. The training includes content on how to communicate with and control passengers in an emergency, including to ensure that passengers do not self-evacuate prior to the tracks being confirmed as safe. The training incorporates practical scenarios, opportunities for participants to develop scripts for communicating with customers with reference to appropriate communication protocols, instructional videos and refresher modules.
The ATSB acknowledges that NSW Trains has incorporated several opportunities to discuss and practice emergency communication into its training for passenger services crew. However, NSW Trains did not provide evidence of procedures that provide passenger services crew with specific instructions on when, how, and what to communicate to passengers in an emergency (as described in this safety issue).
NSW Trains is undertaking the following actions:
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.
