Edition 13 \\ 7 April 2017

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Congratulations team – Metro has clocked up five years of punctuality over 90%.

CEO Mike Houghton said this result is a reflection of the hard work and dedication of all our people right across the business.

“It’s all thanks to better timetabling and train control practices, improved rolling stock reliability, effective delivery of maintenance and renewals, and

customer focused front line station practices. I’d like to recognise the hard work of our drivers, AOs, signallers, infrastructure crews, network improvement experts, power supply staff, project delivery engineers, customer service officers and many others across the business,” Mike said.

“Our ability to deliver the trains on time, as promised, is critical to our success and must always remain a key priority,” Mike added.

The March figure of 90.8% punctuality caps off five years of solid on time performance. The long run began in April 2012 and continued right up to the end of March 2017 – that’s 60 months well above our punctuality target.

“Our strong commitment to continuous improvement will stand us in good stead across all divisions,” Mike added.

Well done team!

The Flinders Street Station clock tower near Elizabeth Street stopped ticking this week – all part of refurbishment works for the station upgrade project. This photo is of the inside of the impressive tower. More on page 2…

Stop the clockStop the clock

Five Years of Punctuality >90%

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Edition 13 \\ 7 April 2017

The Flinders Street Station clock tower near Elizabeth Street stopped ticking this week as part of refurbishment works for the station upgrade project.

Power was shut off to allow contractors to stabilise the clock tower’s structure, as well as to allow repainting and refurbishment works of the administration building to be carried out.

In the coming weeks the tower will also be covered in scaffold, which will obscure the clock faces from view for a period of time.

The clock tower - with its four large faces - was built by Melbourne clockmaker F. Zeigler and was installed in 1907. While the clock can be hand wound, today it is electronically powered.

The Flinders Street Station Upgrade is being delivered in two concurrent programs: repair and restoration to the administration building and customer experience improvement works.

The clock faces are 11 feet in diameter. The tower will be restarted and once again telling Melburnians the time when works are completed in early 2018.

Stop the clock at FSS

Customer features on The Project One of our valued passenger’s was the star of Channel 10 program The Project on Wednesday night.

Heather Lawson has been deaf since birth and is now also blind, having started losing her sight in her early adult years.

Heather regularly travels independently on our network from her home station of Frankston.

The Project filmed Heather at Frankston, where she was assisted by the Metro team to travel to Flinders Street and beyond, into the city.

The segment was a broader story about being deafblind, the challenges Heather faces and most importantly, how this incredible woman overcomes them.

Thanks to staff at Frankston and Flinders Street who helped

during filming, just as they assist Heather during her regular commutes. Click here to see the segment.

Historically, the now electronic tower clock was wound manually every week by a senior watch and clock maintenance officer within the railways department.

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Customer satisfaction climbs to record 73.5

Our Customer Satisfaction has climbed back up to 73.5 for the January to March quarter (Q1 2017) – equalling the record high score achieved at this time last year and in Q4 2015.

After ending 2016 at 72.6, we’ve achieved the equal record setting score while delivering major events such as New Year’s Eve, the Australian Open, White Night and Moomba. We’ve also welcomed back the AFL Season, along with our peak commuters returning to work for the year.

All primary drivers of satisfaction have improved. Director of Customer Experience, Rob Guest, said perhaps the most pleasing result is the 2.0 point increase in Personal Security to 71.0 for the quarter.

“This is on the back of the combined efforts of all teams being proactive in our approach to customer safety and security. This is a terrific result after declining performance for Personal Security during 2016,” Rob said.

“Running of Services and Information continue to improve, with scores of 74.1 and 74.4 respectively. These will continue to be areas of focus as we know that we need to work hard every day on our running of service performance.

“Despite the numerous improvement works underway we continue to deliver services to plan and continue to give customers the right information to make efficient and informed journey decisions,” Rob added.

Design Space & Comfort has also re-entered the start of the year back in the 70s, with a satisfaction rating of 70.1.

“This reflects the great work undertaken by the Rolling Stock teams and their hard work to

Edition 13 \\ 7 April 2017

provide a welcoming, clean and reliable fleet for customers.

“Kicking the year off with record Customer Satisfaction is an outstanding achievement of the entire business. We all have a role to play in delivering an excellent customer experience. The newly-formed Customer Council – comprising key representatives from all business divisions – is a cross-functional team that will be reviewing and governing major customer experience initiatives.

This includes looking at ways of continuously enhancing customer

outcomes and the service we provide. We’re also driving a closer link between our Operational and Customer teams thanks to the recently installed Customer Experience Performance Wall on level 14 at 700 Collins.

“Seasonally, the next quarter of April - June is our biggest challenge so let’s all get behind our frontline teams to deliver customer experience excellence,” Rob added.

For more information on any of the results please contact the Customer Experience Program and Planning Team.

Outstanding effort everyone!

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Edition 13 \\ 7 April 2017

How do you ask ‘Are you ok?

For tips on how to start a conversation, check out the back of this edition or visit

www.ruok.org.au

Metro employees should always keep in mind our EAP service – it’s free, confidential and accessed by calling 1800 808 374. Together, let’s help transform a workmate’s journey from feeling stressed to feeling supported.

This week is Financial Health Week at Metro e and Goodlife Gyms.

On Thursday April 20, Metro is proud to once again take part in the industry-wide mental health initiative Rail R U OK? Day.

Rail R U OK? Day is all about engaging rail employees across our industry in conversations about their emotional status. How? By prompting them to answer one simple question: Are you ok?

While we cannot eliminate

depression or anxiety in one day, it is our hope that this project takes us a step forward in addressing stigma surrounding emotional and mental trauma that might manifest as a result of exposure to incidents on the rail.

Jules Robinson, Wellness Specialist, says she needs your support to make this Rail R U OK? Day a success.

“Just taking the time to talk with

a colleague will help each of us to create a stronger, more resilient, safer workplace,” she said.

“We are currently in the planning phase and expect many events to take place across the business thanks to the support of our 75 Wellness Advocates.

“Keep your eye out for details of what’s happening at your local site,” Jules added.

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This week, we launched the Every Second Counts initiative, which is part of our focus on safe Right Time Departures.

Our objective is to ensure that each journey departs from origin on time, as per the timetable.

Right Time Departures is an initiative shared between Train Services, Customer Experience, Authorised Officers, Metrol, Signallers, Rolling Stock, and Infrastructure to support our trains

When every second counts getting away safely, on time.

“We want our teams and staff members all across the business to have a unified approach to right time departures and to understand the importance of making every second count,” said Michael Contreras, Network Performance Improvement Manager.

“This will then ensure MTM continues to provide a safe and reliable railway for both passengers and staff,” he said.

We all need to remain focused and understand that every minute lost impacts our passengers. Every second that goes by, we accumulate more passengers on the platforms, especially during the peaks. This in turn increases the dwell, resulting in late trains and unhappy customers.

For more information on our progress go to the OnTrack app under ‘real time running’, or see the online dashboard.

The entire Metro team - including this Right Time Departure working group - is focused on the fact that every minute lost impacts our passengers. This is the reason that safe right time departures are so important to our business.

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Running for the kids

Metro Trains Melbourne is proudly supporting Run for the Kids this Sunday 9 April. The event raises valuable funds for the Royal Children’s Hospital.

We are running extra services to the event and our Dumb Ways to Die characters will be at the ‘Metro Zone’ in the Race Village for photo opportunities. More info at:

www.runforthekids.com.au

City Square is closed and major construction will soon begin on the Metro Tunnel and new underground station.

Over the coming weeks, fencing will be installed around City Square and public monuments will be removed – including the water wall and historic Burke and Wills statue.

Construction crews will then demolish the underground car park and build a 35 metre-deep shaft that will be used to transport construction equipment and hundreds of workers deep underground to build the station.

The new station will be one of five built as part of the Metro Tunnel Project and will have a direct underground connection to

Flinders Street Station, the City Loop and the rest of our network.

The project will connect three of our busiest lines through a new, nine-kilometre tunnel under Swanston Street through the heart of the city. By removing the Cranbourne, Pakenham and Sunbury lines from the City Loop, the Metro Tunnel will create space to run more trains, more often across Melbourne. Exciting times ahead!

By 2022, City Square will be returned to the City of Melbourne as public open space, with an entrance to the new station underneath. The Metro Tunnel Project will be complete by 2026.

For more information, visit metrotunnel.vic.gov.au.

City Square closed for Metro Tunnel

Extra car parks on the horizon More than 3,000 extra car parks will soon be built at stations across Victoria.

Late last week the Minister for Public Transport Jacinta Allan, joined the Member for Macedon, Mary-Anne Thomas, at Gisborne Station, where work to build 40 new spaces is already underway.

“We’re building new car parks at busy stations across Victoria, to

make it easier for people to catch the train,” Minister Allan said.

Gisborne Station is the first of 17 that will be upgraded through the Government’s $20 million Station Car Park Upgrades Program, which will deliver more than 2,100 spaces at suburban and regional stations across Victoria.

In addition, almost 1,000 spaces will be delivered through

the $22 million Road and Rail Minor Works Program, which will upgrade car parks at Castlemaine, Woodend, Clarkefield, Macedon, Kangaroo Flat, Wendouree, Marshall, South Geelong and Warrnambool stations.

For more information, visit www.victrack.com.au/carparkupgrades

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Congratulations to our Network Operations team for recently achieving 12 months with no LTIs (Lost Time Injuries).

Amanda Hadley, SER Coordinator – Network Ops, said this result is reflective of a strong focus on awareness training, early intervention injury management and a commitment to reporting hazards and incidents.

“This time last year we took the time to really focus on the largest contributing factors, which for us included timely reporting, hazard rectification and the need for early intervention strategies. Additional training was provided on how to report incidents and the importance of capturing all the data. Safety awareness sessions were developed and rolled out in June, beginning with our Train Service Officers – Signalling Specialists (TSOs),” she said.

Key to this result was the work of the HSRs and a collaborative effort in how Network Operations approaches safety.

“The HSRs across Network operations worked closely with the management team, championing reporting to assist in the rectification of hazards. We also raised awareness of the impact an injury can have on an individual and their home life” Amanda added.

Billy Anastasiadis, TSO - Train Signalling Specialist, was one HSR who was heavily involved.

“It was great to have the opportunity to look at what the data was telling us and investigate where improvements could be made,” Billy said.

Injury management training is now included in all Network Operations’ Toolbox Talks and a quick reference sheet for injury

Network Operations brings LTIs to zero

management has been circulated to all supervisors and managers.

The team also continues its great work with preventive health

L-R: Steve Elezovic, TSO and John Thelemaque, Manager Operations Network Signallers, know the importance preventative health initiatives.

initiatives such as the signaller stretching program, signal box tours, nutrition programs and the popular fruit boxes.

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With compliments..

Announcer at Flinders Street Station this morning at 8am doing an absolutely brilliant job!

Clear and easy to understand.

Excellent, timely information and advice and very welcoming and hospitable for a Tasmanian in the big city of Melbourne.

Thank you!

11 of our newest Signaller recruits are half way through their Automatic Block Signalling course.

This stage of their training gives them the theory to begin their practical component of learning the signalling panels.

In this current group of recruits, six are new to Metro, one from rail safety. The remaining four people currently work at stations and need signalling experience for their respective roles.

Best of luck for the rest of the training team!

Sending the right signal

L – R: Aidan Almady, Ricky Panganiban, Jarrod Stanley, Evan Cottle, James McGuire, Claudia Gemes, David Parry, Rebecca Clarke, Stuart Balogh, Achal Shamra, Chris Garis, Stuart Simpson (Instructor).

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Work is underway to build a massive new, state-of-the-art train depot for the new fleet of high-capacity metro trains (HCMTs) in Pakenham East.

The new 118-hectare facility will include maintenance facilities, a train simulator and stabling for up to 30 trains.

“These state-of-the-art trains will

Toastmasters provides a mutually supportive and positive learning environment in which every individual member has the opportunity to

develop oral communication and leadership skills, which in turn fosters self-confidence and personal growth.

The next session on Tuesday 11 April - we look forward to seeing you there!

Metro Easter bunnies

Thank you so much to those of you who have volunteered to be Easter bunnies this Tuesday 11 April.

More than 6,500 Easter eggs will be handed out at Flinders Street Station between 8am – 9am, to wish our customers a Happy Easter.

be built in the inner west, stabled in the south east and create hundreds of jobs across Victoria,” Premier Andrews said this week at nearby Nar Nar Goon.

The new Pakenham East facility will be complete by the end of 2018, when the first of the 65 new HCMTs is due to arrive.

For more information, visit economicdevelopment.vic.gov.au

With compliments…

I would just like to say a HUGE thank you to your staff at Footscray Station, Flinders Street Station and Travellers Aid! My powered wheelchair broke down at Footscray Station on Wednesday 22 March at around 5:30pm. A lovely young employee wheeled me down to the platform and onto my train to Flinders Street. She also called Flinders Street Station and organised for someone to meet me on the arrival platform, where they took me off the train and up to Travellers Aid. The lovely lady from Travellers Aid made me a nice cuppa and helped me in and out of the toilet. About an hour later a PTV employee came and collected me from Travellers Aid and helped me down to the Traralgon V/Line platform to get my 7:43pm train home. The train conductor was also nice and helped me off the train at Moe Station where my fiancé was waiting to take me home. I don't know what I would have done without all of these lovely helpful employees of yours! I truly felt like I was completely stranded until I received this help. Thank you from a very happy customer!

New Pakenham depot to house HCMTs

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Late last week the Central Group held a morning tea in recognition of the great work Station Staff, Authorised Officers, Train Operations, and the Customer Control Centre performed for the Adele Concerts and the 68 day MURL Lift Outage program.

Certificates of appreciation were presented to the groups by Mike Houghton (CEO), Rob Guest (Director of Customer Experience) and Nick Sleigh (GM Station Operations). It was a great opportunity to recognise the delivery of great service that reflects our core value of teamwork. Awesome effort!

Recognising great service

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Well done! The thanks keep coming! Kasturi Jathar (left) was recently recognised by Simone Dyson (Customer Service Manager Northern) for her excellent contribution and commitment towards the Northern Group.

Kasturi had gone above and beyond on numerous occasions to ensure smooth operations within the group and sometimes even within her own time. Well done!

Above: Team mates at Richmond were also recently recognised for their outstanding customer service. The fantastic customer service of our colleague Taz Dimtsis continues to attract many compliments from passengers. Our customers love Taz for his wit and chatter as they head to and from work each day. Helen Hart was also recognised for her recent outstanding customer service and Frank Kostinas for his commitment to training staff in the correct use of the Sepac phone protocols. Keep up the good work!

Right: More photos recognising the central group (from previous page).

Recognising great service

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Christine Sayers, Station Officer at Pakenham, was also awarded a Certificate of Appreciation for her excellent customer service and Safety. Christine is pictured here with Ben Kendall, Customer Service Leader Caulfield group, as well as Station Masters Lester Atkins and Arlene Fernandez .

Geoff Pope, Station Officer 3 at Pakenham, has been on the job for 17 years!

Geoff started his career on the railways originally part time at Mordialloc. He completed his safe working and worked as a reliever on the Sandringham line for four years, with eight safe working locations under his belt. Well done Geoff and keep up the good work!

Richmond Gardens with Hawthorn Railway Bridge over the Yarra River in the background, about 1900 (courtesy Museums Victoria). You can send us your own flashback by emailing

employee@metrotrains.com.au

Recognising great service

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In Brief

Frankston line 7 - 9 April Effective 8.45pm Friday night, buses will replace trains between Moorabbin and Mordialloc stations while works take place as part of the Southland Station Project. Pakenham / Cranbourne lines 8 - 9 April While works take place as part of the Caulfield to Dandenong Level Crossing Removal Project, buses will replace trains between Please note that this may increase your journey by up to 55 minutes. South Morang line 9 - 12 April Due to maintenance work on structures and facilities, electrical networks and signalling, buses will replace trains between Clifton Hill and South Morang after 7.45pm. Craigieburn line 10 - 12 April While CityLink Tulla Widening Project works take place, buses will replace trains between Essendon and Craigieburn after 8.30pm each night.

Belgrave line 13 April While urgent track maintenance works take place, buses will replace trains between Ringwood and Belgrave from 9pm until last service on Thursday.

Pardon our progress... Major Events

We’re running extra trains to get our customers to and from: AFL Round 3 Richmond v West Coast Saturday 8 April, 2.10pm, MCG Geelong v Melbourne Saturday 8 April, 4.35pm, Etihad St Kilda v Brisbane Sunday 9 April, 1.10pm, Etihad

Edition 12 \\ 31 March 2017

For full details of all vacancies, extra services and planned works visit

www.metrotrains.com.au

Closing 9 April Senior Project Manager –

Signalling Closing 10 April Network Disruptions

Manager Commercial Risk Advisor Estimator Completions Engineer Closing 11 April Overhead Line Worker Qualified Train Drivers Closing 12 April Network & Asset Modelling

Manager SERQ Administrator Quality and Completions

Coordinator Closing 13 April Project Engineer – Depots Closing 17 April STM Mechanical - Westall

Metro recruit... Closing 18 April Rail Communications and

Stakeholder Manager Closing 19 April Planner Signalling Interface

Engineer Closing 20 April Engineering Interface

Manager Closing 21 April Train Controller 4 Driver Allocation Officers People & Performance

Business Partner Expression of Interest -

Safety, Risk, Environment, Quality & Assurance professionals

Expression of Interest - Software Engineers

Expression of Interest - Systems Engineers

2017 RUN FOR THE KIDS Sunday 9 April, 8.30am A League Melbourne Victory v Central Coast Friday 14 April, 7.50pm AAMI Park

Have you noticed we’ve been advertising roles for Metro a little differently? To take a look at what we are doing, go to the Diverse

City Careers jobs board and review our company profile and roles we are currently advertising. Also take a look at our new digital advert through Think Talent. www.diversecitycareers.com

Last week we covered off some further tips for the interview. This week, let’s share some information on what you need to know after the interview

When is it safe to follow up?Hopefully the Talent Acquisition (TA) Specialist gave Hopefully the Talent Acquisition (TA) Specialist gave you an indication after the interview of how long you will wait before hearing feedback. They may be interviewing other people and want to wait to complete before any information is shared. If a week or day is shared with you, as to when you should expect to hear, then its O.K. to follow up past this time. Please contact the TA that arranged the interview via phone or email. In most cases arranged the interview via phone or email. In most cases if the decision process is being delayed then the TA should communicate this with you

Dealing with feedbackLet’s face it, being told ‘no’ is not easy to digest. The TA should be able to share with you details about the interview and give more detail regarding the discussions had. For instance, we ask a lot of question asking you to explain the process of a task. We think about whether you covered every aspect? Did you identify the hazards to completing this task? Were you methodical in explaining that task? Your TA is there to guide you into explaining that task? Your TA is there to guide you into how you should prepare for next time. Use this advice!

I got the job!Well congratulations! But it’s not over yet. Have you informed your current manager that you have been applying for the position? At Metro, the Talent Acquisition Team will protect your privacy but it is always best practice to discuss your intentions with your manager. Being told ‘no’ is just as difficult as being told ‘I’m looking to move’ to a manager. The move you are making could be a progression in your career or a way to making could be a progression in your career or a way to get more experience in your work. Of course, your manager wants you to stay; you’re obviously a star! But in the end a discussion will outline your intentions and not leave it to your new team to tell them first.

All this information can be found on The Talent Acquisition page on “The Depot”

Interviewsand Metro Trains - Part 4

All available positions are displayed on the careers page at http://www.metrotrains.com.au/careers

You will be responsible for the effective management all aspects of allocated projects including ensuring that development and implementation is according to schedule and meets operational, maintenance and performance requirements CLOSING 13-Apr-2017 05:00 PM (AEST)

Project Engineer |Roling Stock

Supporting the SERQ Manager and assisting project delivery teams in developing efficient processes; the Administrator will accordingly challenge and update these processes to fall in line with strategic and operational objectives whilst adhering to all Legislative, Statutory and Franchise requirements.CLOSING 12-Apr-2017 06:00 PM (AEST)

SERQ Administrator | Projects

As the Access Planner your key focus will be to plan and manage the safe access to the rail corridor for all infrastructure works across the network. This will include ensuring that all occupation work plans are met via the operating guidelines and procedures. CLOSING 26-Apr-2017 10:00 AM (AEST)

Access Planner |Infrastructure

Driver Allocation Officer |Operations

This position provides the efficient utilisation of MTM Train Driver resources to ensure the on-time operation of the MTM service according to the working timetable, special and altered services and maintenance requirements. You will have a career history of high performance in a safety critical environment CLOSING 21-Apr-2017 05:00 PM (AEST)

MTM’S Rolling Stock is seeking a qualified and experienced STM Mechanic to join the team at Westall. You will perform a range of activities including examination, servicing, maintenance and repair on suburban train fleet vehicles to ensure safe, reliable and timely running of the train fleet. CLOSING 17-Apr-2017 11:00 AM (AEST)

STM Mechanical – Westall |Rolling Stock

Careers ClassifiedsPeople & Performance - Talent Team Friday 7th April 2017

Talent Teams - Hot Jobs Talent Teams - Talent Take Aways

Help get a workmate back on track. Start a conversation.

20 April 2017Rail R U OK?Day

or something like this:“How you travelling?”

“How’s everything with you?”“You seem a bit quiet. Everything ok?”

“What’s been happening?” “It’s just that you don’t seem your old self lately.”

“How long has that been the case?” “I’m always here if you want to chat.”

“I’m ready to listen if you want to talk.” “Is there someone else you’d rather talk to?”

No, I’m not OK.Dig a bit deeper:

Yes, I’m fine.But your gut says they’re not:

Listen; don’t judge

Encourage action and offer support:“How can I help?”

“What would help take the pressure off?”“What do you enjoy doing? Making time for that can really help.”

“You’ve been feeling down for a while. Have you thought about seeing a professional?”

Make time to check in:“Let’s chat again next week.”

Ask R U OK?

1. Ask R U OK?Help them open up by asking

“How are you going?”

2. ListenTake what they say seriously.

3. Encourage actionUrge them to commit to doing one

thing that might help them.

4. Check inMake time to catch

up soon.

Start a conversation

using these4 steps

20 April 2017Rail R U OK?Day