“This employee helped two customers who were obviously under the influence of drugs safely move off the platform and on to a train while they were behaving erratically and dangerously near the trackway. She approached them kindly but firmly and asked if she could help them board a train. During busy rush hour, she helped them stay clear of the trackway and she guided them onto the train and asked patrons to give them a seat. She was empathetic in her interaction, while also effectively and quickly resolved a safety concern. While doing all this, she also had time to give friendly directions to young kids who just missed their train. I’m grateful for this employee handling the situation quickly and effectively, while also remaining kind and empathetic.”