July 15, 2019
The Western Railways’ move to introduce a help desk facility across
major stations in Mumbai for elderly and disabled people has won it many
fans. Called Western Railways’ Monsoon Service, it is being offered at
seven stations and there are plans to extend it to more.
A regular commuter on the Mumbai local trains, Maharashtra wheelchair
basketball player Nisha Gupta was delighted when a
Railway Protection Force (RPF) personnel approached her at
Borivali station asking her if she needed help. Mumbai stations are chaotic
for everyone and as a wheelchair user, Nisha finds it even more so.
I saw an RPF personnel helping a senior citizen and they also asked if I
required any help. This was the first time I was seeing this, and I was so
happy that I won’t be missing the train whether it is crowded or not
because the RPF people where with me with helping me. – Nisha
Gupta, Wheelchair basketball player
This is the first time that the Western Railways’ (WR) has
introduced a monsoon helpdesk with umbrellas and wheelchairs for senior
citizens and people with disabilities. It is currently available at seven
stations – Andheri, Bhayander, Bandra, Bandra Terminus, Mumbai Central,
Borivali and Dadar and will be extended to other major stations. All these
help desks are manned by RPF personnel.
Following the stampede at the Elphinstone railway station in 2017, where over
20 people were killed, the WR has formed a team to implement measures to
control crowds.
“Worldwide community policing plays an important role in crowd control. We
have about 130 community members helping us and this meant we had RPF
personnel free to manage the helpdesks”, said A K Singh, Principal
Chief Security Commissioner, Western Railways’ (WR) to the media.
The staff manning these helpdesks have been trained to handle people with
disabilities and the elderly. So, if someone has mobility issues, they will
be offered wheelchairs, or accompanied to the bus/auto stand. In stations
that don’t have lifts, the RPF personnel will accompany them to the
platform and ensure they board the train. “We want the elderly and disabled
people to feel we care for them” added a WR official.
80-year-old Shanti Shah is also happy with how these
measures have enabled him to commute smoothly. Shah, who has mobility issues,
finds it hard to use the foot over-bridge. “This service has made my life
easier”, he says,
Nisha says this is also a good way for wheelchair users to leam how to travel
by train safely. To make the experience easier for all, she has these
suggestions.
“We should remember to have total control of ourselves and the wheelchairs
with us and instruct the person properly so they can help us the way we want
to be helped, says Nisha. She adds that while getting into the train the
person who is assisting must do the wheelie. “Also, since the front wheel
tends to get stuck to the door, the person must be told how much wheelie
needs to be done so we can board easily”.
Additionally, while exiting the train, helpers must be informed to hold the
handle of the wheelchair and pull the person out from the back”.
