Dear Colleagues, Last night, the Prime Minister announced new measures regarding social distancing and gatherings, now effective across Australia. The full detail is available via coronavirus.vic.gov.au – but I want to take this opportunity to reinforce the importance of maintaining this practice across all our Passenger Delivery teams, and answering more Frequently Asked Questions Social distancing and enhanced cleaning measures Where practicable, this requires maintaining at least 1.5m distance from other individuals. I understand that many teams are considering how this applies in communal settings, such as meal areas. While each team’s needs are unique, I want to endorse proactive steps taken by leaders to open-up additional space, where available, to ensure activities – including breaks and meals – are undertaken as safely as possible. I support these measures being adopted elsewhere, to the extent it would be safe and practicable to do so. For any questions or feedback on how this might apply to your team, please start a conversation with your leader, in the first instance. In addition, I want to reemphasise the importance of washing hands thoroughly, and maintaining clear and tidy working environments, to support our enhanced cleaning measures. Touch points are cleaned and sanitised daily as part of these enhancements, with additional wipes provided to teams to ensure surfaces can be sanitised, as required, throughout the day. On a related note: I want to respond to your questions, submitted through our employee@metrotrains.com.au inbox, regarding the existing supply of wipes. We confirm these are an effective control for our purposes, however you can add a small amount of sanitiser to the wipe to improve the alcohol component. Please consider how you use these materials, however, as they are difficult to source at this time – and to ensure there is enough for everyone. More information will be communicated shortly around other key supplies, including gloves and masks. Support for vulnerable colleagues Last night the Prime Minister advised that people aged over 70, those with a chronic illness aged over 60, and Indigenous Australians over the age of 50 should stay at home as much as practical. Based on this advice, Metro is urging any team member who is part of one or more of these groups to please come forward and speak with your leader. If you are unsure if a medical condition falls under any of these categories please contact your doctor for guidance. Please refer to today’s message from our Executive Director People, Michele, for more information. Where can I find more information around Metro’s COVID-19 response?

Rail R U OK? Month As outlined earlier by Raymond – and particularly given current events – Rail R U OK? Month is an important reminder for all of us to listen, stay connected and have meaningful conversations. This is true whether you are operating from a station, a depot, a drivers’ cab or any other working location across Passenger Delivery. Importantly, while Metro is leading the charge with new features and support for all team members – more on these below – Rail R U OK? Month (April) starts with you. Now, more than ever, it’s important that we’re all reaching out and taking care of each other – so I want to invite everyone to consider how you will make these vital conversations a part of the regular meetings and informal conversations you’re having, with colleagues and loved-ones, every day. How is Metro supporting me?

- Counselling via SMS is now available, as the newest feature of our comprehensive EAP program. Please refer to the attached for how to access this fantastic service, and how it might support you and your families.

- Resources around Rail R U OK? Month will be available via the Health and Wellbeing Support area of our Coronavirus site – and by email, throughout April.

How can I support others?

- Although we should all be practising the latest advice around social distancing measures – more on this important topic from your General Manager, shortly – we can each take steps to ensure colleagues and loved-ones feel as connected as possible.

- Please make an extra effort at this time to check in with those you think may be struggling – related to COVID-19 or otherwise. Refer to the ‘How to Ask Book’, attached, to ensure you feel confident doing so.

Across our team – and at Metro, as a whole – taking care of each other and our passengers remains everyone’s business. Together, it’s how we’ll continue to provide an essential service to the people of Melbourne. Thank you again for all your many efforts, which will keep our city moving. Regards, Catherine Catherine Baxter Chief Operating Officer

How to ask staff

A practical guide for the workplace

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Funding partner:

This is a modified version of a resource produced with funding support from Bristow; a major partner and proud sponsor of R U OK?’s Afield campaign targeting people working in fly-in fly-out workplaces.

Content expertise:

This resource was developed with the input and oversight from The Centre for Corporate Health; recognised as leading experts in building resilient workplaces.

At TrackSAFE, we want to encourage rail employees to support and engage with one another in conversations about their emotional status by prompting them to answer one simple question: “Are you ok?”

This practical guide has been developed to help you ask that question and approach staff who might not be coping either at work, or in their personal life.

As members of the Australian rail sector, we have a responsibility to deal effectively with people and their struggles in a way which reduces hostility; enhances life-balance; and produces positive working relationships. This is particularly important for leaders in our industry; effective leaders demonstrate an understanding of the needs and feelings of others by listening and responding.

By partnering with R U OK? and championing the annual Rail R U OK? Day, we hope to both foster a working environment where asking this simple question becomes standard practice, and empower rail workers to identify the indicators that someone might not be OK and offer guidance on how to handle the situation.

In addition to following the practical steps within this guide, we encourage all those in management positions to consider additional training from Lifeline, beyondblue, Picking Up the Peaces and OzHelp to further support staff.

Thank you for supporting Rail R U OK?Day. If you need more information, please visit www.tracksafefoundation.com.au and click on the Rail R U OK?Day web banner on the home page.

Yours sincerely,

Naomi Frauenfelder TrackSAFE Foundation Executive Director

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How do I know if someone needs support?Over the last fortnight, have you noticed 2 or more of the below?

1. Changes in their physical appearance?

Look more tired than usual

Seem “flat” or drained of energy

Have had a pattern of illness or being constantly run down

Are complaining of physical health issues such as headaches or migraines

Are eating much more or much less than usual

Are drinking more alcohol than usual

Seem more fidgety and nervous than usual

2. Changes in mood?

Seem more irritable, snappy and fly off the handle when they didn’t use to

Appear more anxious and worried about everything (i.e. work and personal things)

React more emotionally than the situation deserves

Are quick to anger

Appear to be overwhelmed by tasks that they had previously found manageable

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What’s in the guide?

Simple, practical tools to help you:

1. How do I know if someone needs support? Page 5

2. Simple steps to talk to a staff member who’s not ok Page 8

3. Supporting a team member in critical danger Page 14

4. How to manage emotional reactions in a conversation Page 16

5. Useful contacts for a staff member who’s not ok Page 19

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3. Changes in behaviour?

Seem more withdrawn than usual

Don’t seem to enjoy hobbies/ interests like they use to

Seem to have difficulty concentrating or seem constantly distracted

Are taking on more work to avoid being in social situations with others

Are not performing to their usual standard

4. Changes in how thoughts are expressed?

Communicate a tendency to catastrophise everything (“It’s always terrible…”)

Seem to interpret situations negatively. For instance, they might conclude that two people in a meeting are discussing their performance or future with the company

Personalise situations (“I knew I’d get the toughest roster – they’ve got it in for me”)

Have thoughts that sound more confused or irrational

Are complaining about constant thoughts

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If you have noticed 2 or more of any of these for any team member, that person might need some extra support. It’s time for you to start a conversation.

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Simple steps to talk to a staff member who’s not ok

Getting ready to ask1. Be ready

2. Be prepared

3. Pick your moment

Getting ready to ask

1. Ask R U OK?

2. Listen without judgement

3. Encourage action

4. Check in

1. Be ready

2. Be prepared

3. Pick your moment

1. Ask R U OK?

2. Listen without judgement

3. Encourage action

4. Check in

Getting ready to ask

1. Be ready

2. Be prepared

3. Pick your moment

1. Ask R U OK?

2. Listen without judgement

3. Encourage action

4. Check in

Getting ready to ask

1. Be ready

2. Be prepared

3. Pick your moment

1. Ask R U OK?

2. Listen without judgement

3. Encourage action

4. Check in

Getting ready to ask

9

Getting ready to ask

1. Be ready

Are you in a good headspace?

Are you willing to genuinely listen?

Can you give as much time as needed?

2. Be prepared

Remember that you won’t have all the answers (which is ok)

Listening is one of the most important things you can do

If someone is talking about personal struggles this can be difficult and they might get emotional, embarrassed or upset

10

1. Be ready

2. Be prepared

3. Pick your moment

1. Ask R U OK?

2. Listen without judgement

3. Encourage action

4. Check in

Getting ready to ask

1. Be ready

2. Be prepared

3. Pick your moment

1. Ask R U OK?

2. Listen without judgement

3. Encourage action

4. Check in

Getting ready to ask

1. Be ready

2. Be prepared

3. Pick your moment

1. Ask R U OK?

2. Listen without judgement

3. Encourage action

4. Check in

Getting ready to ask

1. Be ready

2. Be prepared

3. Pick your moment

1. Ask R U OK?

2. Listen without judgement

3. Encourage action

4. Check in

Getting ready to ask

11

2. Listen

Take what they say seriously

Don’t interrupt or rush the conversation

If they need time to think, try and sit patiently with the silence

Encourage them to explain

If they get angry or upset, stay calm and don’t take it personally

Let them know you’re asking because you’re concerned

1. Action

Ask them: “Where do you think we can go from here?”

Ask: “What would be a good first step we can take?”

Ask: “What do you need from me? How can I help?”

Good options for action might include talking to family, a trusted friend, their doctor or Employee Assistance Provider

Record your local EAP contact here, so you can pass it on:

Record the contact details for your Human Resources Department:

Getting ready to ask

3. Pick your moment

Have you chosen somewhere relatively private and informal?

What time will be good for them to chat? Make sure you have allowed yourself at least an hour in your diary so you have ample time

If they can’t talk when you approach them, ask them for a better time to come back

Starting a conversation

1. Ask R U OK?

Be relaxed

Help them open up by asking questions like “How you going?” or “What’s been happening?” or “I’ve noticed that you’re not quite yourself lately. How are you travelling?”

Mention specific things that have made you concerned for them, like “I’ve noticed that you seem really tired recently” or “You seem less chatty than usual. How are you going?”

1312

1. Be ready

2. Be prepared

3. Pick your moment

1. Ask R U OK?

2. Listen without judgement

3. Encourage action

4. Check in

Getting ready to ask

4. Check in

Remember to follow up in a few days to check in and see how the person is doing

Ask if they’ve found a better way to manage the situation

If they haven’t done anything, don’t judge them because they might just need someone to listen to them for the moment

You could ask, “Do you think it would be useful if we looked into finding some professional or other support?”

Understand that sometimes it can take a long time for someone to be ready to see a professional

Try and remain optimistic about the benefits of getting help and try not to judge them

14

Step 3: Assess means Ask: “How are you planning to do that?”

Then ask: “How available is that to you?”

If they do have means, then move to step 4

If they do not have means, then connect them up with support functions or escort them to a medical professional

Step 2: Assess timing Ask them: “When are you thinking of taking your life?”

They are high risk if they say “Yes, I have a plan” or “Yes, I have a time frame”

If they’re high risk, then the team member requires immediate escort to hospital admission or into the care of their treating psychologist or psychiatrist. They must be accompanied until they are handed into the care of a specialist

If I think a team member is in critical danger, what do I do?

Step 1: Assess intent Ask things like: “When you say your life is not worth living, are you

thinking about taking your own life?”

Or ask: “When you say ‘I can’t go on anymore’ it made me concerned about your safety. Are you thinking about suicide? “

If they say yes, then move to step 2. If they say no, discontinue assessment but remind them about supports they can call on (these are all provided at the end of this guide on page 21)

Step 2: Assess planning Ask them: “Have you thought about how you might die?”

If the answer is “yes”, then move to step 3

If the answer is “no”, then connect the person up with EAP, treating practitioner, HR or other support function

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How to manage emotional reactions in a conversationFrom time to time, all leaders are faced with strong reactions from their team during important conversations.

Here are some things you can do to minimise awkwardness and reduce the pressure in these situations:

Be prepared

Recognise their reaction may be in response to a range of circumstances - both personal and workrelated - many of which you might not know about

Allow the person to express their emotions fully (i.e. let off steam) and show them that you’re interested by actively listening to all they say

Deal with the emotions first, you can then discuss the issues more rationally once emotions have been addressed

Being a good listener is one of the best things you can do for someone when they are distressed

Manage your own emotions by staying calm and not taking things personally

Validate the person’s response but keep the focus on the issue at hand as the main point of the conversation

How do I deal with anger?If someone is visibly hostile you can respond with: “I can see that this has upset you. Why don’t you start at the beginning and tell me what I need to know…”

Allow them to identify all the factors they feel are contributing to their anger

You might encourage them by adding “Right, I understand that... is also a problem. What else?”

Be patient and prepared to listen to them itemise all the points

Use active listening to keep the conversation on track and to reassure the other person that you are interested in all they say. Asking this can be helpful: “So, the thing that is really upsetting you is…. – is that right?”

If they feel they have been wronged or treated unfairly you are unlikely to persuade them otherwise in this conversation. It’s more constructive to listen to all they have to say and provide resources and formal channels for specific complaints to be heard

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18

How do I deal with anxiety?

Speak in short, concise sentences

If you anticipate an anxious response, use your preparation time to construct your message in clear, brief sentences

Make sure you appear calm. This is best displayed through deep, slow breathing, a lower tone of voice and evenly paced speech

How do I deal with sadness?

Sad or tragic stories are often difficult to deal with because we empathise with the person and feel helpless as we cannot take away their sadness or pain

Use lots of empathetic phrases, such as “It sounds like you’re juggling a few things at the moment” or “I understand this must be challenging for you right now”

Ensure that the best internal support is available, such as the EAP

Make sure you’re comfortable with any silence in the conversation

Know that silence gives them permission to add more and to tell you everything

If someone begins to cry, sit quietly and allow them to cry. Lowering your eyes can minimise their discomfort. You could add “I’m going to sit here with you and when you’re ready we can keep talking”

If you anticipate this response, make sure you have tissues handy

What are useful contacts for someone who’s not ok?

Record your Employee Assistance Program here:

Record local health service number here:

Record your HR contact here:

Lifeline (crisis support, 24/7): 13 11 14

Suicide Call Back Service (crisis support, 24/7): 1300 659 467

beyondblue (info about anxiety and depression): 1300 224 636

SANE Australia (info about mental illness and referral): 1800 18 SANE (7263)

More contacts: ruok.org.au/findhelp

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20

Notes

21

For more information and tips

ruok.org.au

SMS COUNSELLING

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FIFO challenges

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