Network Rail Workforce Development

Course Name

Accessible Travel Policy and Inclusive Service

Course Description

The Accessible Travel Policy and Inclusive Service Online training is for those working passenger-facing roles and covers disability equality, passenger assist and legal responsibilities to provide an inclusive and eqaual experience to all rail users. The course covers the objectives of the Accessible Travel Policy which lays out the commitments to make rail travel more accessible.

Audience

Customer Service Assistants (Managed Stations) and Shift Station Supervisors (SSS) and Shift Station Managers (SSM)

Duration:

35 Minutes Day(s)

Class size:

9999

Course Name

Accessible Travel Policy and Inclusive Service

Course Description

The Accessible Travel Policy and Inclusive Service Online training is for those working passenger-facing roles and covers disability equality, passenger assist and legal responsibilities to provide an inclusive and eqaual experience to all rail users. The course covers the objectives of the Accessible Travel Policy which lays out the commitments to make rail travel more accessible.

Audience

Customer Service Assistants (Managed Stations) and Shift Station Supervisors (SSS) and Shift Station Managers (SSM)

Duration:

35 Minutes Day(s)

Class size:

9999

Competence Name Awarded:

Competence Awarded:

Course Code:

ATP/IS

Prerequisite Name:

Prerequisite Short Code:

Skills Assessment Scheme Regime:

Course Type:

How to Book

Course Name

Action Counters Terrorism (ACT) eLearning

Course Description

Devised by Counter Terrorism officers and security experts, the ACT Awareness eLearning package is available to Network Rail employees so they can learn how to spot the signs of suspicious behaviour and understand what to do in the event of a major incident. This is relevant to all staff, not only frontline station colleagues, as we all have a role in identifying these risks. ACT Awareness eLearning will provide nationally recognised corporate Counter Terrorism guidance to help people better understand, and mitigate against, current terrorist methodology. All staff should ensure that they have completed the mandatory Network Rail Counter Terrorism Awareness training and renew every 2 years.

Audience

Front-line station staff

Duration:

90 Minutes Day(s)

Class size:

9999

Course Name

Action Counters Terrorism (ACT) eLearning

Course Description

Devised by Counter Terrorism officers and security experts, the ACT Awareness eLearning package is available to Network Rail employees so they can learn how to spot the signs of suspicious behaviour and understand what to do in the event of a major incident. This is relevant to all staff, not only frontline station colleagues, as we all have a role in identifying these risks. ACT Awareness eLearning will provide nationally recognised corporate Counter Terrorism guidance to help people better understand, and mitigate against, current terrorist methodology. All staff should ensure that they have completed the mandatory Network Rail Counter Terrorism Awareness training and renew every 2 years.

Audience

Front-line station staff

Duration:

90 Minutes Day(s)

Class size:

9999

Competence Name Awarded:

Competence Awarded:

Course Code:

SOPS/ACTe

Prerequisite Name:

Prerequisite Short Code:

Skills Assessment Scheme Regime:

Course Type:

How to Book

Course Name

Assessor Training for Stations

Course Description

This workshop is for experienced Station managers and Supervisors who will be required to undertake competence assessments in the workplace. This course will lead to an AssessTech internal certificate of competence after passing the associated test. This training and certification can be put towards a C&G Assessor Award at a later date.

Audience

Station Managers, Shift Station Managers, Shift Station Supervisors

Duration:

2 days Day(s)

Class size:

10

Course Name

Assessor Training for Stations

Course Description

This workshop is for experienced Station managers and Supervisors who will be required to undertake competence assessments in the workplace. This course will lead to an AssessTech internal certificate of competence after passing the associated test. This training and certification can be put towards a C&G Assessor Award at a later date.

Audience

Station Managers, Shift Station Managers, Shift Station Supervisors

Duration:

2 days Day(s)

Class size:

10

Competence Name Awarded:

Competence Awarded:

Course Code:

NO/SOPS/Assess

Prerequisite Name:

Prerequisite Short Code:

Skills Assessment Scheme Regime:

Course Type:

How to Book

Course Name

Behaviour Detection Operator

Course Description

This training gives students a recognised independent qualification but the real value is in its design which aims to deliver training to ensure higher detection capability and situational awareness to Operators involved in managing and working within potentially high-risk environments and public places in an increasingly fragile security environment. This course is designed for individuals already working in a security role seeking to improve their skills and capabilities to spot and manage threats of mal-intent.

Audience

Station Managers Shift Station Managers

Duration:

3 Day(s)

Class size:

12

Course Name

Behaviour Detection Operator

Course Description

This training gives students a recognised independent qualification but the real value is in its design which aims to deliver training to ensure higher detection capability and situational awareness to Operators involved in managing and working within potentially high-risk environments and public places in an increasingly fragile security environment. This course is designed for individuals already working in a security role seeking to improve their skills and capabilities to spot and manage threats of mal-intent.

Audience

Station Managers Shift Station Managers

Duration:

3 Day(s)

Class size:

12

Competence Name Awarded:

Competence Awarded:

Course Code:

BDO

Prerequisite Name:

Prerequisite Short Code:

Skills Assessment Scheme Regime:

Course Type:

How to Book

Course Name

Crowd Safety Planning and Management for Railway Managers

Course Description

This programme provides the knowledge and experience needed to plan and manage the risk to passengers when overcrowding is expected or occurs at a station. It is essential training for those involved in developing and reviewing Station Incident Plans, Crowd Control Plans or Event Management Plans and those
who will take on a tactical role in the event of an overcrowding incident to coordinate and manage the implementation of overcrowding interventions. Completion of the programme will result in being awarded two qualifications: the Level 4 NVQ Diploma in Spectator Safety and the Level 5 Diploma in Crowd Science and Risk Analysis.

Audience

Station Managers and Shift Station Managers.

Duration:

4 Day(s)

Class size:

20

Course Name

Crowd Safety Planning and Management for Railway Managers

Course Description

This programme provides the knowledge and experience needed to plan and manage the risk to passengers when overcrowding is expected or occurs at a station. It is essential training for those involved in developing and reviewing Station Incident Plans, Crowd Control Plans or Event Management Plans and those
who will take on a tactical role in the event of an overcrowding incident to coordinate and manage the implementation of overcrowding interventions. Completion of the programme will result in being awarded two qualifications: the Level 4 NVQ Diploma in Spectator Safety and the Level 5 Diploma in Crowd Science and Risk Analysis.

Audience

Station Managers and Shift Station Managers.

Duration:

4 Day(s)

Class size:

20

Competence Name Awarded:

N/A

Competence Awarded:

N/A

Course Code:

NO/SOPS/CWD-SAFL4

Prerequisite Name:

N/A

Prerequisite Short Code:

N/A

Skills Assessment Scheme Regime:

N/A

Course Type:

How to Book

Course Name

Customer Service Assistant Induction Training for Managed Stations

Course Description

Provides awareness of the roles and responsibilities associated with operating within the station enviroment and the requirement for a customer focussed approach. Develops the knowledge and skills necessary to assist customers using the station infrastructure, conduct station security patrols, confidently operate telecommunications equipment, conduct a Personal Dynamic Risk Assessment, identify aggressive behaviour in individuals, defuse conflict situations, conduct a HOT procedure and be aware of Station safety issues and risks.

Audience

All New Managed Stations Staff.

Duration:

1 Day(s)

Class size:

8

Course Name

Customer Service Assistant Induction Training for Managed Stations

Course Description

Provides awareness of the roles and responsibilities associated with operating within the station enviroment and the requirement for a customer focussed approach. Develops the knowledge and skills necessary to assist customers using the station infrastructure, conduct station security patrols, confidently operate telecommunications equipment, conduct a Personal Dynamic Risk Assessment, identify aggressive behaviour in individuals, defuse conflict situations, conduct a HOT procedure and be aware of Station safety issues and risks.

Audience

All New Managed Stations Staff.

Duration:

1 Day(s)

Class size:

8

Competence Name Awarded:

CSA Induction Training.

Competence Awarded:

CSA IND

Course Code:

NO/SOPS/CSA

Prerequisite Name:

N/A

Prerequisite Short Code:

N/A

Skills Assessment Scheme Regime:

N/A

Course Type:

How to Book

Course Name

Introduction to Station Operations

Course Description

The aim of this course is to prepare new stations staff for their role and give learners an understanding of core station information as the first step on their learning journey.

This course replaces the previous 'Customer Service Assistant' course, which can be delivered to all new stations employees, regardless of role.

The Introduction to Stations Operations course is intended to be a face-to-face classroom session that can be delivered during the first week of employment.

This course can be delivered as a standalone session or as part of a full induction training programme including other modules already in existence such as Manual Handling for Stations, Station Incident Responder and Safe Interactions.

Audience

New to role stations employees

Duration:

2 Day(s)

Class size:

10

Course Name

Introduction to Station Operations

Course Description

The aim of this course is to prepare new stations staff for their role and give learners an understanding of core station information as the first step on their learning journey.

This course replaces the previous 'Customer Service Assistant' course, which can be delivered to all new stations employees, regardless of role.

The Introduction to Stations Operations course is intended to be a face-to-face classroom session that can be delivered during the first week of employment.

This course can be delivered as a standalone session or as part of a full induction training programme including other modules already in existence such as Manual Handling for Stations, Station Incident Responder and Safe Interactions.

Audience

New to role stations employees

Duration:

2 Day(s)

Class size:

10

Competence Name Awarded:

Competence Awarded:

Course Code:

RO/SOPS/I2SO

Prerequisite Name:

Prerequisite Short Code:

Skills Assessment Scheme Regime:

Course Type:

How to Book

Course Name

Manual Handling for Stations

Course Description

Manual handling is one of the prime causes of accident and injury on the operational railway. This course is designed with the intention of improving Manual Handling and reducing injuries in and around Stations.

Audience

Including but not limited to Mobility Assist, Security and SSM and CSA personnel.

Duration:

1 Day Day(s)

Class size:

10

Course Name

Manual Handling for Stations

Course Description

Manual handling is one of the prime causes of accident and injury on the operational railway. This course is designed with the intention of improving Manual Handling and reducing injuries in and around Stations.

Audience

Including but not limited to Mobility Assist, Security and SSM and CSA personnel.

Duration:

1 Day Day(s)

Class size:

10

Competence Name Awarded:

Competence Awarded:

Course Code:

MH4S

Prerequisite Name:

Prerequisite Short Code:

Skills Assessment Scheme Regime:

Course Type:

How to Book

Course Name

NW&C Conflict Management Refresher Workshop

Course Description

The Conflict Management refresher workshop is designed to train persons who deliver ‘front line’ customer services as part of their duties on Network Rail Infrastructure. Typically, this would involve those working at our Managed Stations. It is designed to develop a person’s knowledge, understanding and skills and is therefore particularly suited to persons required to prove their competence in the station infrastructure domain in line with current industry standards.

Audience

All Managed Station Staff including: Mobility CSA Security CSA Station Control CSA Supervisors Agency Staff

Duration:

1 Day(s)

Class size:

10

Course Name

NW&C Conflict Management Refresher Workshop

Course Description

The Conflict Management refresher workshop is designed to train persons who deliver ‘front line’ customer services as part of their duties on Network Rail Infrastructure. Typically, this would involve those working at our Managed Stations. It is designed to develop a person’s knowledge, understanding and skills and is therefore particularly suited to persons required to prove their competence in the station infrastructure domain in line with current industry standards.

Audience

All Managed Station Staff including: Mobility CSA Security CSA Station Control CSA Supervisors Agency Staff

Duration:

1 Day(s)

Class size:

10

Competence Name Awarded:

N/A

Competence Awarded:

N/A

Course Code:

NW&C CM

Prerequisite Name:

N/A

Prerequisite Short Code:

N/A

Skills Assessment Scheme Regime:

N/A

Course Type:

How to Book

Course Name

NW&C Diversity & Inclusion Refresher Training

Course Description

This course is designed to make delegates aware of the roles and responsibilities associated with operating within the station environment. It is aimed to give delegates an underpinning of the requirement for a customer focused approach as well as giving them the knowledge and skills necessary to assist disabled customers using the station infrastructure in line with current industry standards.

Audience

All CSA Staff

Duration:

1 Day(s)

Class size:

10

Course Name

NW&C Diversity & Inclusion Refresher Training

Course Description

This course is designed to make delegates aware of the roles and responsibilities associated with operating within the station environment. It is aimed to give delegates an underpinning of the requirement for a customer focused approach as well as giving them the knowledge and skills necessary to assist disabled customers using the station infrastructure in line with current industry standards.

Audience

All CSA Staff

Duration:

1 Day(s)

Class size:

10

Competence Name Awarded:

N/A

Competence Awarded:

N/A

Course Code:

NW&C D&I

Prerequisite Name:

N/A

Prerequisite Short Code:

N/A

Skills Assessment Scheme Regime:

N/A

Course Type:

How to Book

Course Name

Passenger Service Professional

Course Description

This is a fresh new programme specifically designed for those of you who interact with Network Rail’s customers on a day-to-day basis. In many ways, you act as Network Rail’s primary point of contact for members of the public at Managed Stations. The programme has a lively and interactive style, enabling you to develop and practice skills across a range of common scenarios, particularly when handling heightened emotion, unknown variables, dealing with conflict, or delivering difficult messages – enabling you to provide customers with a welcoming and safe station experience.

Audience

Passanger-facing station staff, including Customer Service Assistants, Shift Station Supervisors, Shift Station Managers, Station Managers, Station Control Assistants, Station Control Supervisors and Station Control Managers

Duration:

2 Days Day(s)

Class size:

17

Course Name

Passenger Service Professional

Course Description

This is a fresh new programme specifically designed for those of you who interact with Network Rail’s customers on a day-to-day basis. In many ways, you act as Network Rail’s primary point of contact for members of the public at Managed Stations. The programme has a lively and interactive style, enabling you to develop and practice skills across a range of common scenarios, particularly when handling heightened emotion, unknown variables, dealing with conflict, or delivering difficult messages – enabling you to provide customers with a welcoming and safe station experience.

Audience

Passanger-facing station staff, including Customer Service Assistants, Shift Station Supervisors, Shift Station Managers, Station Managers, Station Control Assistants, Station Control Supervisors and Station Control Managers

Duration:

2 Days Day(s)

Class size:

17

Competence Name Awarded:

Competence Awarded:

Course Code:

SOPS/PSP

Prerequisite Name:

Prerequisite Short Code:

Skills Assessment Scheme Regime:

Course Type:

How to Book

Course Name

Platform Train Interface (PTI)

Course Description

This eLearning course aims to introduce you to the Platform Train Interface (PTI) and increase your confidence in dealing with PTI interactions and incidents within your day-to-day work.

Audience

NR Managed Station staff, particularly CSAs and SSMs

Duration:

45 Minutes Day(s)

Class size:

Course Name

Platform Train Interface (PTI)

Course Description

This eLearning course aims to introduce you to the Platform Train Interface (PTI) and increase your confidence in dealing with PTI interactions and incidents within your day-to-day work.

Audience

NR Managed Station staff, particularly CSAs and SSMs

Duration:

45 Minutes Day(s)

Class size:

Competence Name Awarded:

Competence Awarded:

Course Code:

SOPS/PTI

Prerequisite Name:

Prerequisite Short Code:

Skills Assessment Scheme Regime:

Course Type:

How to Book

Course Name

Rapid Response First Aid (RRFA) Familiarisation

Course Description

This course is designed to train individuals who are part of a Rapid Response First Aid (RRFA) team at a Network Rail managed station. It is designed to develop a person’s knowledge, understanding and skills specifically around the RRFA process. Individuals who attend this course will have already been trained in the Rapid Response First Aid practical skills. The aim of this course is to provide delegates with the skills and underpinning knowledge required to work within an RRFA team at a Network Rail managed station.

Audience

Network Rail Station Staff; Security, Shift managers, Mobility and Reception.

Duration:

1 Day(s)

Class size:

10

Course Name

Rapid Response First Aid (RRFA) Familiarisation

Course Description

This course is designed to train individuals who are part of a Rapid Response First Aid (RRFA) team at a Network Rail managed station. It is designed to develop a person’s knowledge, understanding and skills specifically around the RRFA process. Individuals who attend this course will have already been trained in the Rapid Response First Aid practical skills. The aim of this course is to provide delegates with the skills and underpinning knowledge required to work within an RRFA team at a Network Rail managed station.

Audience

Network Rail Station Staff; Security, Shift managers, Mobility and Reception.

Duration:

1 Day(s)

Class size:

10

Competence Name Awarded:

Rapid Response First Aid Familiarisation

Competence Awarded:

RRFA

Course Code:

NO/SOPS/RRFA

Prerequisite Name:

Prerequisite Short Code:

N/A

Skills Assessment Scheme Regime:

Course Type:

How to Book

Course Name

Safe Interactions for Stations– Managing violent and aggressive behaviour

Course Description

This course is for those occupying operational roles that come into contact with members of the public, and aims to impart the skills and knowledge required to manage violent, aggressive and hostile situations.

Audience

This course is aimed specifically at learners who occupy a role in a Station environment.

Duration:

1 Day(s)

Class size:

20

Course Name

Safe Interactions for Stations– Managing violent and aggressive behaviour

Course Description

This course is for those occupying operational roles that come into contact with members of the public, and aims to impart the skills and knowledge required to manage violent, aggressive and hostile situations.

Audience

This course is aimed specifically at learners who occupy a role in a Station environment.

Duration:

1 Day(s)

Class size:

20

Competence Name Awarded:

Competence Awarded:

Course Code:

SOPS/SI

Prerequisite Name:

Prerequisite Short Code:

Skills Assessment Scheme Regime:

Course Type:

How to Book

Course Name

Station Incident Officer

Course Description

Awareness training on the roles and responsibilities associated with operating within the station environment during an incident or emergency, providing an underpinning of the requirement for incident planning and management, as well as providing the knowledge and skills necessary to assist the emergency services in returning the station back to normal, working effectively and safely, utilising appropriate techniques in a range of circumstances in line with current industry standards.

Audience

This course is intended for Station Managers and Station Shift Managers.

Duration:

1 Day(s)

Class size:

8

Course Name

Station Incident Officer

Course Description

Awareness training on the roles and responsibilities associated with operating within the station environment during an incident or emergency, providing an underpinning of the requirement for incident planning and management, as well as providing the knowledge and skills necessary to assist the emergency services in returning the station back to normal, working effectively and safely, utilising appropriate techniques in a range of circumstances in line with current industry standards.

Audience

This course is intended for Station Managers and Station Shift Managers.

Duration:

1 Day(s)

Class size:

8

Competence Name Awarded:

Station Incident Officer.

Competence Awarded:

Stations Training 06

Course Code:

NO/SOPS/SIO

Prerequisite Name:

Station Incident Responder

Prerequisite Short Code:

SOPS/SIR

Skills Assessment Scheme Regime:

N/A

Course Type:

How to Book

Course Name

Station Incident Responder

Course Description

Ever wondered the difference between an incident and an emergency? Do you know what it takes to be the first responder on the scene of an incident? What's your responsibility when a shift does not go to plan? Tailored to the needs of frontline station staff, this course will answer all these questions and far more. Learn about the range of incidents that can occur and how to regulate your response to remain controlled under pressure whilst delivering the great service that our customers expect at Network Rail's managed stations.

Audience

Managed station Customer Service Assistants, Station Control Assistants and Shift Station Supervisors

Duration:

2 Days Day(s)

Class size:

12

Course Name

Station Incident Responder

Course Description

Ever wondered the difference between an incident and an emergency? Do you know what it takes to be the first responder on the scene of an incident? What's your responsibility when a shift does not go to plan? Tailored to the needs of frontline station staff, this course will answer all these questions and far more. Learn about the range of incidents that can occur and how to regulate your response to remain controlled under pressure whilst delivering the great service that our customers expect at Network Rail's managed stations.

Audience

Managed station Customer Service Assistants, Station Control Assistants and Shift Station Supervisors

Duration:

2 Days Day(s)

Class size:

12

Competence Name Awarded:

Station Incident Responder

Competence Awarded:

SOPS/SIR

Course Code:

SOPS/SIR

Prerequisite Name:

Prerequisite Short Code:

Skills Assessment Scheme Regime:

Course Type:

How to Book