Join Metro Trains experts at our AusRAIL Plus stand to learn more about our Community Connectors program, from 4.00pm to 4.30pm Wednesday 26 and Thursday 27 November.

Metro Trains Melbourne, in partnership with South-East Community Links, has created the Community Connectors program, the first of its kind in Australia. It is a place-based public safety initiative supporting vulnerable people at Dandenong and Frankston train stations experiencing crisis.

This safety-first innovation prioritises prevention, de-escalation and care, rather than enforcement.

The Community Connectors initiative exemplifies modern, inclusive rail safety. It responds to the complexity of today’s transport environments with a deeply collaborative, community-led model—ensuring both passengers and staff feel safe and supported.

Commencing at Dandenong Station in 2023, the program has contributed to a safer station environment including crime reduction. In 2024, the program expanded to Frankston Station with the support of the City of Frankston, and has confirmed the program’s scalability and sustained positive impact. The initiative enhances safety for both passengers and staff while strengthening Metro’s ability to operate in complex community environments.

Since the program began, we have:

• • Supported over 7,100 engagements with community members
  • Referred 250 people to additional services (e.g. neighbourhood houses, youth services, alcohol/drug support programs)
  • Prevented harm and de-escalated more than 280 situations (e.g. verbal and physical assaults)
  • Helped maintain public safety in more than 120 situations.
  • Trained 58 Metro station staff
  • Contributed to an increased perception of safety at our stations as evidenced by passenger survey responses. Our latest Dandenong survey highlights an 30% increase in passengers feeling safer at the station.

The Community Connectors program is not just responding to anti-social behaviour, it is helping to prevent it through compassionate early intervention, cultural responsiveness, and timely support.

It has also raised community and stakeholder awareness around issues like mental health, family violence, and public safety. Station staff and police now report more collaborative and respectful approaches to community members in crisis, and passengers consistently express feeling safer and more supported in the station environment.

Victoria Police and PSOs credit the Community Connectors as one of the key drivers of improvement at the stations. Additionally, station staff report a “new normal” of calmness at the station and improved ability to manage incidents.