scope:

The requirements of this procedure apply to any individual working in a Network Rail station environment as a customer service assistant. This includes station control assistants and staff working as mobility assistants and in station reception. Throughout this document the term CSA is used to cover all these roles.

This procedure applies to all common or exclusively controlled areas of Network Rail Managed Stations except:

• St Pancras (Midland Road) Station, where this is covered by the St Pancras International Station arrangements.
• Stations where the Train Operators lead with the development of the plans as the Service Provider to Network Rail Infrastructure Limited. Any alternative arrangements will be documented via Safety Validation or approved Statement of Arrangements.

PURPOSE

This procedure sets out the arrangements to be followed in order to assess, develop and confirm the competence of those working as Customer Service Assistants (CSA) in Network Rail Managed Stations.