Helpline & Other Calls
Controller to ensure the following core actions have been completed:
Decide any immediate actions required by the caller.
Avoid imposing a caution unless absolutely necessary.
Name Contact number of person making the call
Name contact number and address of the reportee if not the caller
Obtain location of the incident/fault ELR & mileage in the first instance
If this is not possible: postcode /grid reference /OS map reference/What3words
Full details of the report
Ask if they think this is going to be a danger to trains or people
If so, advise the caller they are going to be put on hold and call to the controlling signal box/SSM
Question the caller until you are satisfied you have all the information you need.
Ask for an ETA if appropriate
Ask the caller if they will be ok to receive a call from control or the attending team/MOM
Summarise all the details with the caller in case anything has been missed or are not correct.
Record details in CCIL as appropriate, Create FMS if required.