Enforcement and Empathy Training Programme Strengthens Frontline’s Confidence, Skill, Safety on Merseyrail

Carlisle colleagues’ step into roles that are as demanding as it is vital, ensuring safety across the rail network. From the bustle of subterranean city platforms to the quiet of rural stations, from busy commuter services to challenging late-night patrols, they work in all weathers to ensure passengers feel safe, supported, and respected. These unsung heroes represent the Merseyrail in all conditions, delivering both protection and reassurance every day.

Recognising both the complexity and importance of frontline role, Carlisle has launched an enhanced version of their Front-Line Enforcement and Empathy Training (FLEET). Though the FLEET syllabus has been delivered before, this version was specifically developed for the Merseyrail contract combining a classroom learning approach and real-life scenario discussions. The programme aimed to retrain officers for the range of situations they encounter daily, boost confidence, skills, judgement while reinforcing their role as ambassadors of safety and customer care across the network.

Tailored Learning Experience

The programme was created with a clear purpose to provide officers with practical tools, knowledge that reinforces Carlisle’s commitment to service with empathy, resilience, and confidence. Delivered by a team of experienced instructors, including Allan Gregory, a former Assistant Chief Constable with over thirty years’ experience in policing, the course brought authority, insight, and authenticity to the training room. The programme also welcomed Merseyrail’s Head of Security & Revenue Protection and Carlisle’s own team leader who delivered Bespoke Physical Intervention Training, which includes Managing Challenging Behaviour through prompting, guiding, escorting, and manoeuvring, respectively.

The instructors brought not only technical expertise but also real-world insight, grounding the sessions in the realities of frontline service. Over three days, participants engaged with a wide-ranging syllabus that reflected the realities of their work. From managing challenging behaviour and applying the Police & Criminal Evidence Act, to supporting vulnerable or suicidal individuals, the sessions combined technical knowledge with human understanding. Real-life video scenarios and situational exercises added depth, allowing officers to reflect on their approach and learn collaboratively.

As Trisha Brown reflected, “I learnt a lot about the National Decision Model and the Code of Ethics – the five stages are such a good approach to dealing with situations.”

Disability awareness, counter-terrorism, and the effective use of body-worn cameras were also explored. Practical elements also gave colleagues greater confidence in applying their skills. Adam Littler mentioned, “The critical decision-making and incident management training was directly applicable to my role, especially in handling vulnerable persons. Hearing about others’ experiences also helped me reflect on my own approach.”

Building Confidence Through Collaboration

The training also encouraged colleagues to learn, reflect, share, and grow together. Officers exchanged stories of their own operational experiences, developed stronger bonds, and learnt from one another’s perspectives. For Ryan Jones, the most valuable lessons came from “the ways that people communicate and the scenarios of situations.” This collaborative element was as valuable as the formal syllabus, reinforcing a sense of shared purpose and mutual support. And, Jamie Branscombe shared, “I enjoyed all parts of the course, and it gave me a lot more knowledge that I can use in my role as a Byelaw Officer. The course was very fun and enjoyable I learnt a lot from every section.”

A central feature of the course was decision-making under pressure. The National Decision Model provided a structured framework for making sound judgments in fast-moving scenarios, as well as a tool to review decisions when required to justify actions later.

By equipping staff with both the technical and interpersonal tools to manage complex situations, the course ensures that Carlisle colleagues return to the network better prepared and more confident. Whether supporting a vulnerable passenger, responding to an incident, or making a critical decision under pressure, they now have a broader skillset to draw upon with confidence.

A Foundation for the Future

The enhanced delivery of FLEET marks the beginning of a longer journey. While unique to the Merseyrail contract, the programme reflects Carlisle’s commitment to investing in its people and strengthening frontline service. The ambition is to roll out training to more colleagues in due course, ensuring that the benefits are felt widely across the network.

For Carlisle, FLEET is more than training – it is about trust. By equipping colleagues with both enforcement expertise and empathy-led skills, FLEET not only enhances day-to-day operations but also reinforces the confidence of passengers, the safety of the network, and the professionalism of the people who represent both Carlisle and Merseyrail every day.