20 Jan 2025

While a new year can mean a new start, it can also be a very challenging time for many facing struggles

With the additional pressure and mental health struggles, the Samaritans campaign to make the third Monday of January “brew Monday”, a day where people are encouraged to get talking over a cuppa.

At Transport for Wales, we’re supporting campaigns including Small Talk Saves Lives and Brew Monday to get people talking.

One train manager who has experienced plenty of experience in making interventions is Cardiff based Lydia Sheppard.

In the last year she has intervened with three customers facing very difficult situations.

“On two of those occasions it was fairly obvious they were in a lot of distress but on the third it was very much that something didn’t seem right,” said Lydia.

“The lady had just put someone on the train but was stood crying on the platform edge and I just got a feeling it was more than just upset at saying goodbye.”

With just four minutes until the next fast train came through, Lydia requested a line block and contacted British Transport Police who came and helped the lady.

On another occasion a customer had gone onto the line at the end of the platform and Lydia had to speak to her until help arrived.

“The biggest thing is to keep calm and reassure them that they aren’t in trouble even if they hear sirens,” she added.

“If someone is in distress just taking a moment to say ‘hello’ can break that thought pattern they might be having.”

At TfW we work closely with the Samaritans delivering training to colleagues.

Up to and including December 2024 they have delivered the session to 651 colleagues and trusted partners, including BTP and station vendors.

Bethan Hodges from the Samaritans in Wales said: “It can be a really difficult thing to do and to hear the reasons why a person is at crisis point. We are available 24/7 to listen and talk through how they are feeling, and managers can arrange call backs from Samaritans at an agreed time that suits.

“One thing I've noticed from conversations is that people may have made an intervention a while ago and feel that the moment has passed to access support, so I always make a point of saying that the offer of support has no time limit, it is always there for them day or night.

“Samaritans would like to thank staff at Transport for Wales for being there and listening to people in the most difficult moments. You have saved lives and we are so proud of you.”