Inside Waterloo Station: Supporting Vulnerable Young People in Crisis
Railway Children’s Youth Outreach Worker at London Waterloo is providing vital frontline support to vulnerable young people when they need it most.
Author: Lucy Carman | Date: 9th June 2026
In her first nine months, Nicki Mackin has helped safeguard dozens of young people and worked with rail staff, retailers and the public to improve awareness of vulnerability across the station.
We spoke to Nicki about what the role involves, the impact she’s seen so far, and why this work is so important.
What does a Youth Outreach Worker do?
Railway Children has long provided specialist support to children and young people referred by the British Transport Police (BTP). But until recently, there hasn’t been a dedicated frontline role focused on supporting young people in the moment they need help most.
“The idea of my role is to be there for young people right at their moment of crisis,” Nicki explains. “That might lead to longer-term support, or they may just need help in that moment. What’s important is that someone is there who isn’t in a uniform, who isn’t intimidating – just someone there to support them.”
At a busy station like Waterloo, that immediate presence can make a huge difference.
Nicki recalls supporting a 13-year-old girl whose phone had died, leaving her unable to access her train ticket. Too worried to approach station staff, she was stuck and unsure what to do.
“In that moment, she just needed someone to advocate for her,” says Nicki. “I was able to get her a ticket sorted and help her get home safely.”
Supporting young people in crisis at Waterloo Station
Nicki’s role is about bridging the gap between young people and support services — particularly in situations where authority figures may feel intimidating.
“A really crucial part of my job is being that supportive adult – a friendly face who’s not in uniform and is just there to make sure a young person is OK.”
This can be especially important in building trust with young people who may feel wary of the police.
In one recent situation, four boys were detained by BTP while waiting for social services.
“I introduced myself, got them some food, and helped them feel more at ease,” Nicki says. “After that, they were more cooperative with the police and able to open up. BTP really value that, because it helps them do their job.”
The impact so far: safeguarding and awareness
Alongside direct support, a key part of the role is increasing awareness of vulnerability among the wider station community — including rail staff, retailers and security teams.
In Nicki’s first six months:
- 48 young people were identified and safeguarded
- 31 professionals took part in safeguarding training and guidance sessions
There has already been a noticeable shift in how people respond.
“When I first spoke to retailers, there was a lot of frustration — they just saw antisocial behaviour or shoplifting,” Nicki explains. “Now, after awareness work, they’re coming to me with concerns about young people.”
This shift in mindset is crucial.
“It’s about helping people see beyond behaviour and recognise that something else might be going on beneath the surface.”
The most common challenges facing young people
The young people Nicki supports face a wide range of challenges, but one issue stands out.
“The biggest thing I see is young people running away,” she says. “Many are coming from elsewhere in the UK — either trying to escape something or drawn to a big city like London.”
Some are particularly vulnerable, including young people who may be neurodivergent and less aware of the risks of travelling alone.
Challenges of working in a busy railway station
Waterloo is the UK’s second busiest railway station, and the scale of the environment brings its own challenges.
“Even if I could be in the station 24/7, there would still be more work to do,” Nicki says.
With large public spaces and busy footfall, it’s not always possible to reach every young person who might need support. That’s why raising awareness across the station community is such a vital part of the role.
Since launching, Railway Children has delivered six community awareness events within the station to help more people recognise and respond to vulnerability.
“Safeguarding a young person really needs all of us — retailers, BTP, rail staff and the public — working together.”
Why this work needs to continue
For Nicki, one of the most important outcomes of her work has been a shift in perception.
“People’s mindsets are beginning to change. They’re starting to see these as young people who may have safeguarding needs, rather than just young people causing trouble.”
That shift is already making a difference — but there is more to be done.
As funding for the Youth Outreach Worker role at London Waterloo draws to a close, Railway Children is exploring ways to continue and expand this work across more UK transport hubs.
With thanks to South Bank BID and South Western Railway for partnering with us on this project.
