In the world of rail security, a familiar tradition of perseverance is observed, characterized by windowless classrooms, a flickering projector, and the slow, rhythmic delivery of a PowerPoint deck. For most, it is just a compliance hurdle to clear before the real work begins. Gemma Barry, Operations Manager at Carlisle sees it differently, being on a bustling, high-stress platform felt like a disorienting disconnection to her.
Gemma knew that while you can read about conflict on a slide, you cannot feel the adrenaline, the sudden shift in a passenger’s tone, or the weight of a crowd’s gaze through a bullet point.
She saw the ‘missing piece of the puzzle’ in how we protect our people.
From a Spark in 2025 to a 2026 Uprising
This journey of transformation actually took flight in 2025, when Carlisle Support Services asked the floor what true innovation looked like. By 2026, under the visionary leadership of our CEO, Paul Evans and COO, Adrian White, the initiative that began as an idea inspired by Dragon’s Den turned into a high-stake business incubator for the Carlisle family.
Adrian White was resolute that for our people to think big, the company had to provide the freedom and the capital to match. “If we’re doing something out-of-the-box, they are not going to do it if they don’t know there is a substantial amount of capital available,” Adrian explains.
“Thinking big is the prerequisite for improving service. This is about moving straight to ‘Instant Action’, providing the money to bring a practical solution to life, moving beyond mere dialogue.”
The ‘Death by PowerPoint’ Reality
Gemma’s frustration on the ground became the catalyst for this shift. She recalls the exhaustion of traditional training methods that felt miles away from the reality of the tracks.
“In Security, we have our badge and our training, but it’s very hard to actually engage with it,” Gemma says.
“It’s death by PowerPoint! People switch off because their minds are still out on the ground where they would be more useful. I wanted to create a live scenario that engages you and opens up the floor for a real discussion about what we actually feel out there. When you are in that VR headset, it just opens up the floor and people express their feelings more, what they would have done and what they could have done better.”
To turn this spark into a reality, Gemma decided to become the architect of her own career. As the winner of Challenge Innovation 2026 and supported by Ashley Hulse, Safeguarding and Crime Prevention Manager at TransPennine, and a powerhouse of central functions, she is dismantling the classroom model with her VR Training project, built on the lived reality of the tracks.
From technical workshops to leadership mentoring, the entire business rallied to ensure this was not just an idea, but a blueprint for the future.
A Sensory Rehearsal for the Subconscious
Her winning idea, VR Training Hub in Manchester serves as a sensory rehearsal for reality. It is a masterpiece of customisation; trainers can tweak the variables in real-time, adjusting the weather, the time of day, or the specific station layout, to ensure a new starter is learning their specific environment.
Ashley Hulse notes that, “In a world where the railway has become a beacon for vulnerable people, we need a level of empathy a textbook cannot teach. It’s our duty to ensure our people are as resilient as the infrastructure they manage.”
“When you put that headset on, it is 360 degrees. You can see all the other passengers staring at you,” Ashley describes.
“That adds a level of pressure you just don’t get in a room. The idea is that if you put those thoughts in your head now, when you come to that situation on a Monday morning, you have got a plan already stored in the back of your mind. You don’t even realize you have stored it, but when the moment comes, you are ready to succeed.”
“We have a duty to empower the person holding the mop or the ticket machine with the same tactical tools as a guard.”
The Dignity of the Yes!
For Alona Saskele, Head of Operational Support at Carlisle and a major force behind this initiative, company’s £50,000 investment represents the ultimate validation of the experts on the ground and the emotional ROI of trust.
“It is about recognising the latent potential in every individual,” Alona remarks. “When we invested in Gemma’s vision, we validated the expertise of our people and their capacity to lead this business forward.”
“We are moving to a place where the frontline effectively becomes the boardroom. We are giving our people the creative space and the nudge to see themselves as strategic leaders,” she added.
Adrian White pushed for this year to be bigger and bolder, speeding as the vehicle for instant change. “We are investing in their brains, their experiences, and their heartbeat.”
Designing the Future
The Manchester Hub is now a ‘Centre of Excellence,’ a regional lighthouse for the future of the industry, indicating to grow more than a local project.
The hub will ensure that our collective intelligence is accessible to every single person on the desk or on the frontline. Gemma has gone from identifying a gap in a classroom to designing a national standard, and her message to the next wave of innovators is loud and clear.
“To the person working the night shift tonight or standing on a cold platform in early hours with an idea you think is too crazy or too small, look at us.” Gemma and Ashley are swapping the traditional training with latest VR technology. “We are designing the future of training for the whole region.
“How I see myself and my career has changed massively because the company was ready to put serious capital behind my brain. Your voice is the most important one in the company.”
“If you have a great idea, don’t keep it to yourself.”
At Carlisle, we listen to the voices that stand in the rain, the heat, and the pressure of the station. We are not here to merely observe the industry; our leadership is driven by a legacy to leave support services in a far better condition for the future.
We trust the experts on the ground – the people who hold the true power to move this entire industry forward. And the next success story could be yours!
Carlisle Support Services announces the appointment of Chris Wright as Head of Operations (South) for the Arts & Culture client portfolio, strengthening the company’s leadership team
Carlisle Support Services (Carlisle) achieved member status in the Greater Manchester Good Employment Charter, in recognition of its sustained commitment to fair, inclusive, and progressive employment
Thousands of colleagues at Carlisle work across different locations, different sectors and shift patterns throughout the UK. Many spend their working days looking after others,
Providing flexible, on-demand support to help organisations build resilience, mitigate risks, and adapt to the ever-changing political, socio-economic, and environmental landscape to deliver seamless event experiences.
Managing trees and vegetation for the UK’s public infrastructure and commercial spaces.
Delivering aesthetically pleasing environments whilst eliminating potential hazards and operational disruptions caused by vegetation.
Provide fully vetted, accredited officers equipped with the latest technologies to secure and protect your people, premises, assets and the wider public.
Providing bespoke services that identify site specific vulnerabilities and address complex challenges to mitigate risks.
Maintaining high facility standards and minimising service disruptions across the UK rail network.
Delivering exceptionally clean environments at optimal cost and positive environmental footprint with unrivalled quality control across nationwide operations.
Delivering seamless passenger experiences whilst protecting revenue and achieving operational excellence.
Providing flexible, on-demand support to help organisations build resilience, mitigate risks, and adapt to the ever-changing political, socio-economic, and environmental landscape.
Deploying balanced crowd management strategies for optimal safety and seamless visitor experiences.
Delivering seamless visitor experiences across the UK’s biggest venues, stadiums and exhibition centres.
Transforming customer journeys with innovative car parking solutions that maximise operational control and revenue.
Enhancing and maintaining site aesthetics for optimal nature, commercial infrastructure, and community harmony. We aim to deliver beautiful scenery whilst eliminating potential hazards and operational disruptions caused by vegetation.
We streamline cleaning and facilities services that help organisations maintain exceptional standards across single and multi-site operations.
We offer a total turnkey solution from initial design and product selection through to installation and commissioning. Our customers benefit from benefit from around-the-clock protection for optimal peace of mind that comes from working with a trusted alarm monitoring service.
Our range of fire life safety solutions are designed to prevent, detect and contain fire and where necessary enable a safe and timely escape.
From the initial Fire Risk Assessment through to the design and installation of fire detection and fire suppression systems and ongoing maintenance and monitoring contracts, we provide you with a one stop fire protection solution.
From security-cleared operations with MOD-affiliated organisations to supporting the UK’s rail infrastructure and securing the Highest Court of the British Isles alongside countless major venues across the UK, we provide fully vetted, accredited officers equipped with the latest technologies to secure and protect your people, premises, assets and the wider public.
Fulfilling the most complex single and multi-site cleaning requirements at an award-winning standard for over 30 years.
Providing an extensive range of Soft and Hard FM services to help you streamline management and eliminate operational disruptions.
Undertaking routine cleaning to maintain the highest standards in cleanliness and hygiene for exceptional environments.
