The Government Railway Police (GRP) in Mumbai has initiated a significant step to enhance commuter safety and assistance by establishing dedicated helpdesks at every suburban railway station across the city. This move aims to provide visible policing and ensure immediate help reaches passengers during emergencies.
Standard Operating Procedure for Enhanced Assistance
GRP Commissioner Rakesh Kalasagar has introduced a comprehensive Standard Operating Procedure (SOP) to govern the functioning of these new helpdesks. An official highlighted a common problem, stating that commuters often remain unaware of how to contact the GRP or Railway Protection Force (RPF) outposts or where to seek urgent help. The helpdesk personnel will also serve as the eyes and ears of the police force on the ground, improving situational awareness.
Strategic Placement and Round-the-Clock Staffing
According to the newly framed SOP, these helpdesks will be positioned in prominent areas such as near entry and exit points, ticketing offices, or the main concourse of stations. Each booth will be manned 24 hours a day, seven days a week by both a male and a female police officer. Staff from local police stations will be deployed in shifts to manage these desks.
The GRP has already begun training the assigned personnel in soft skills to improve public interaction and prefers to deploy multilingual staff to cater to Mumbai's diverse commuter base. The scope of these helpdesks extends beyond just security matters.
Beyond Security: A Holistic Support System
An official explained that commuters can approach the helpdesk with any grievance. The services will include addressing security-related queries, assisting with train inquiries, managing lost and found valuables, reporting accidents, and aiding unwell passengers. To ensure transparency and accountability, sources within the department confirmed that all helpdesks will be monitored by CCTV cameras.
In a crucial directive, the SOP strictly prohibits baggage checks at these helpdesks. This decision follows a series of incidents last year where GRP personnel were booked for allegedly extorting money from commuters under the pretext of conducting checks. Senior officials will conduct surprise inspections to verify that the helpdesk staff is adhering to the established SOP, ensuring the initiative's integrity and effectiveness.
