Assistant station manager Husri Hussein and senior station manager Tan Tuck Yong calmly assisted a young man with special needs who was experiencing distress on a train at Dover MRT station. The staff used empathy and patience to de-escalate the situation, eventually connecting him with his mother at Redhill station.
'Some passengers were looking so scared': How SMRT staff help young man with special needs on train at Dover MRT station
The other passengers were either moving away from the cabin or staring at the young man in fear, observed Mr Husri, 40. The incident was witnessed by The Straits Times reader Phillip Chang, 20, who wrote in to commend the staff on how they "demonstrated exemplary care" and compassion to the young man with special needs.
Mr Husri said they found out that the young man, who ST understands was 20 years old, was alighting in four stops at Redhill station, and the staff there were promptly alerted to meet him. But once the train arrived at Redhill station, the young man started shouting loudly again, still unable to contact his mother. Mr Husri guided him off the train, while the Redhill station staff sat him down at the passenger service centre.
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