The emergency alarm goes off on phones throughout the ranks of Metrolinx, signalling a significant event somewhere on our transit system.

What will follow is a sophisticated and quick-acting reporting and reaction response.

But even before that takes place, there is always a universal and shared wish. It’s an instantaneous and visceral thought that is more human-related than structurally, legally or corporately-mandated.

The shared hope is the alarm signals anything but a loss of life or limb – anything but another suicide.

Those who work for a public transit agency are sadly all too familiar with the devastating consequences of suicide and the lasting effect on loved ones left behind. Each year, on average, more than a dozen people die by suicide on our rail corridors.

So we talk about it often and openly.

There is no simple answer to preventing suicide. With more than 500 kilometres of open rail, we prevent access to as much as possible through a variety of measures. We train our staff to recognize the signs of someone considering suicide and constantly conduct compassionate interventions. Through hundreds of signs, we ensure those contemplating suicide have access to crisis assistance. And we educate and communicate with our customers and the media.

As an organization, Metrolinx recognizes suicide is a problem we are not facing alone. As a society we all have a role to play in helping those struggling to find the help they need.

It’s a reality of running a large transit service, but it will never be an accepted part of our operation.

We know suicide is not something that is easy to speak openly about and often remains in the shadows out of fear, uncertainty and shame. Up until a few years ago, transit agencies largely only spoke in euphemisms out of fears it could prompt other suicides or traumatize customers whose trains are delayed, sometimes for hours.  So transit customers were left unaware and frustrated.

The loss of a life was ‘an incident’. The soul behind that terrible decision was ‘a trespasser’ on transit property.

The humanity, and true loss, was covered by words which ignored the plain truth and much needed conversation.

Metrolinx made the decision a few years ago to lift the veil of secrecy surrounding fatalities and communicate more openly and transparently with our customers and the media. As a result, this has sparked more compassion and understanding from customers, and a broader conversation about mental health.

Part of this is doing whatever possible to extend a hand out to those in need, before we have to find any words to describe it.

Transit safety officers are on the frontlines and are often the first person to see someone facing a mental health crisis. They receive specialized annual training in crisis communications and are very active in intervening in mental health issues on our system.  Every year, officers intervene in dozens of situations that have no doubt saved lives.

But losing even one person to suicide ripples beyond that sole person.

There is a family. And friends. And loved ones. Somewhere.

We also know the toll it takes on our customers, to know what has happened.

And the aftereffects are felt by our crew members, who may be the last to see the person alive, staff attending to customers who may be witnesses and those communicating the terrible news. Then there are the transit safety officers investigating the fatality.

Our crew are Bombardier employees who have their own processes to help them cope with traumatic experiences such as fatalities on the line.

Whatever their role following a tragic event, Metrolinx staff can access support from our service provider, Morneau Shepell. Debriefing with their peers and professionals can often help following traumatic incidents.

Transit Safety Officers have a unique role following a fatality as they are involved in all facets of the investigation.

“Safety of the public and those that may have witnessed the incident is paramount,” said Sgt. Michael Walton.  “Our officers work in collaboration and partnership with police and the coroner, assist with the collection of evidence and scene management, and work to safely return service.”

What is the impact on those officers? There really is no such thing as a typical feeling or response or a set time for being impacted, Walton said.

“Responding to a traumatic scene is so far outside an average day on the job that the impact on officers varies greatly,” he explained.  “Each situation has the potential to deeply impact our officers and this is due to numerous factors such as the age of the victim, witnesses and grieving family members on scene, individual triggers or stressors, and the pressure of getting service back up and running as soon as possible.”

Metrolinx has a Peer Support Program available on call 24/7 to assist officers following a tragic incident. Part of creating the right system to support front-line staff is ensuring Metrolinx leadership understands.

According to Insp. Steve Weir, the leadership team goes through training to assist in “eliminating any stigma that may have been associated with expectations of having to be strong.

“We want a work culture where it is perfectly OK to not be OK.  We often talk through these events to make sure we all support each other. There is no easy answer to how long someone may be impacted but events could potentially impact them the rest of their lives.”

Weir added: “The key for us is that impacts are OK. Remembering is OK. Talking about it is OK. What’s not OK is to ignore that these events impact everyone.”

So we talk about it often – including here.

By Anne Marie Aikins, Metrolinx Senior Manager, Media & Issues.

We recognize mental health is a serious issue, and we have taken steps to connect people along our corridors with the support they need.

Metrolinx has partnered with ConnexOntario to install hundreds of signs throughout our rail network that direct to mental health support services. Most suicides happen along corridors, rather than stations so signs are up everywhere. This important partnership ensures we connect those in need with mental health professionals who have the expertise and special skills to help.

We know stories about suicide can be difficult to read — whether you’re grappling with your own feelings of hopelessness or reminded of an experience you’ve had in the field as a transit worker. They can be triggering and upsetting. ConnexOntario is there to help, call 1-866-531-2600. You can also call your nearest hospital or call 911.