Muhammad Afiq (standing) and his colleague managing train movement and overseeing tracks at the Kelana Jaya Line operation control centre in Petaling Jaya. — Photos: AZLINA ABDULLAH, LOW BOON TAT, SAMUEL ONG, MUHAMAD SHAHRIL ROSLI/The Star
StarMetro speaks to first responders, operators working behind the scenes to ensure daily commute runs smoothly
WHEN the doors of the Light Rail Transit (LRT) coach slide open, the rush-hour crowd boards, eager to head home after another long day.
Hundreds pack into the train carrying each commuter safely to their destination.
Unknown to commuters, the trains are monitored by personnel like Muhammad Afiq Yukhanis, 35.
The senior control executive, based at the Kelana Jaya Line operation control centre (OCC) in Petaling Jaya, is responsible for the safety of thousands of commuters.
He has odd-hour shifts, to keep the operations running.
“As operators, we manage train movements, ensure the safety and well-being of commuters and oversee the tracks.
“It is our job to be aware of when the train arrives, when it departs and when it has a problem, besides managing the gaps between the stations and trains,” said Muhammad Afiq who has been in the job for nearly a decade.
While commuters simply want their trains to arrive on time, many are unaware of the challenges behind the scenes.
Terence (left) and Ng in their ambulance.
Muhammad Afiq said sometimes a train might be stuck in Gombak while passengers were waiting at Pasar Seni, for example.
“Our role is to manage these problems and put alternate service plans in place so that the service runs smoothly.
“After service hours, we have to manage and fix issues on the tracks to ensure the system is safe and ready for the next day,” he explained.
OCC staff work 12-hour shifts, starting from 7am or 7pm.
“When I first started, I had difficulty adjusting to the odd hours. My sleep patterns were affected. It took me a while to adjust,” said Muhammad Afiq.
“Good communication and fast decision-making are crucial, especially during emergencies.”
He recalled when the OCC faced a situation in 2022, involving an electronic component failure within the automatic train control (ATC) system.
“The trains on our visuals were completely gone. We had no way of tracking them.
“We had to close 16 stations for seven days and had to think quickly about solutions, while prioritising passengers,” he recounted.
His work is challenging, especially during peak hours.
“This is a service that the public use and need.
“I feel very proud to do this work, even if it is behind the scenes,” Muhammad Afiq added.
Kelana Jaya Line OCC head Mustaffa Kamal Omar said that while there was little public recognition, his role was critical.
“The Kelana Jaya line has up to nearly 300,000 commuters daily,” he said.
“If there is an emergency, this centre can feel like a hospital’s emergency room – everyone is moving with urgency to solve the issue while prioritising passenger safety.
“It is the heart of the system, and it can be stressful, so we always check on staff well-being,” said Mustaffa.
Daily blood pressure checks and regular teambuilding are standard procedures to protect staff health and morale.
Like them, there are many other Malaysians working tirelessly with little public acknowledgement.
High-risk job
Seven days a week, 24 hours a day, PLUS Malaysia Bhd’s Ronda units are on patrol on their network of highways, responding to breakdowns, accidents and emergencies.
On the Penang Bridge, highway patrol personnel Mohd Hafidz Amirulmu’minin, 40, and Mohd Hakimi Omar Dani, 28, are among those dedicated to keeping motorists safe.
Mohd Hafidz, who has served 16 years, said the work was high risk but rewarding.
“When we respond to calls during our shift, there are usually various factors that make our job slightly difficult and dangerous.
“Factors like bad weather and drivers who speed put us at risk when we are at the side of the road.
“Nevertheless, it is our duty to assist the people who need our help,” he said at the Persada PLUS corporate office in Petaling Jaya.
PLUS Ronda personnel ensuring safety while attending to a breakdown along the New Klang Valley Expressway.
“Last year, my patrol partner and I responded to a call from a motorist whose car broke down.
“He was on his way to see his sick mother and was desperate to get there. I spent half an hour fixing the engine.
“Later, he saw me working at the side of the road and stopped to thank me again. That memory stuck with me – it is hard to forget these special cases,” said Mohd Hafidz.
“Beyond roadside assistance, basic car repair and auxiliary policing are part of the job.
“On PLUS highways, we also act as auxiliary police, assisting other departments like highway police and the Road Transport Department,” he said.
Mohd Hakimi, who has six years’ experience, said patrolling the Penang Bridge presented unique challenges.
“At night, sometimes drivers don’t see us when we are working at the side of the road, so we always have to be on high alert.”
Some calls, however, weighed heavier than others, Mohd Hakimi said.
Mohd Hafidz attending to a motorist with car problems.
“People often don’t realise we respond to critical situations involving people in extreme distress on the bridge.
“When I arrive and see someone who is not in the right frame of mind, my priority is to offer support and calming advice to de-escalate the situation.”
These calls are usually dispatched to the nearest patrol team through PLUS’ Traffic Monitoring Centre, which tracks highway activity 24 hours through its hotline and closed-circuit television (CCTV) system.
The bridge is also equipped with an alert system that detects vehicles stopping along the span.
“When we have such calls, what helps is the standard roll-call that we have afterwards, where we sit down and discuss the events of the day,” Mohd Hakimi said.
“We treasure this job and appreciate the opportunity to help people every day and keep the public safe,” he added.
Medic on the move
St John Ambulance’s Kawasan Selangor Tengah Selatan ambulance service manager Ng Wai Hou, 36, has been a volunteer for nearly 20 years being joining full-time a year ago.
He knew this was where he belonged.
“Before working full-time for St John Ambulance, I was a nurse in Singapore.
“The idea of being the very first line of help inspired me.
“Out here, every minute counts,” he emphasised.
Ng said that every decision made at the scene could shape outcomes.
“Hours of preparation also come with the job, from vehicle checks and equipment maintenance to hospital coordination and documentation.
“If things malfunction, we face obstacles we can’t afford to have in an emergency,” he said.
Mohd Hafidz and Mohd Hakimi (right) preparing safety equipment before their shift.
His preparedness was tested during the Putra Heights fire emergency last April, where he was among the first to arrive.
“It was a mass-casualty incident.
“I was trained in disaster management, but (facing) the real thing is never the same.
“We stayed from 8.30am until 4.30pm, ensuring no one was left behind,” Ng recalled.
He said personal sacrifices were part of the job.
“I have missed birthdays, anniversaries and even this year’s Chinese New Year reunion dinner.
“It is not easy when our families are affected. But knowing I can make a difference, no matter how small, keeps me going,” said Ng.
His colleague, ambulance service supervisor Terence Iruth, 48, said when delays occurred, ambulance crews were sometimes unfairly blamed.
“Occasionally, when that does happen, we get yelled at...which prevents us from doing our job.
“It is difficult when those types of situations occur, but we deal with it,” he said.
Despite the challenges, Terence said that simple gratitude made it all worthwhile.
“I always treasure the moments when gratitude is extended. That simple acknowledgement is what matters to me,” he added.
First responders
When most people picture firefighters, they imagine flames, smoke and dramatic rescues, but Jalan Tun Razak Fire and Rescue Department chief Mohd Farid Hussin, 47, said their work often went unnoticed.
“One of the things people don’t realise about being a firefighter is the role we play in the community.
“Anything to do with rescue, we answer – from cat-related incidents, to snakes in homes, even phones dropped in drains,” he said.
But he also recalled higher risk situations during the Covid-19 pandemic.
Mohd Farid and his team were deployed with the Hazardous Materials Unit (Hazmat) to carry out sanitisation work in Kuala Lumpur.
Mohd Farid says firefighters are constantly on call, sometimes working long hours past their initial shifts.
“It was risky. The public did not see how much danger we faced doing that work.
“To keep our families safe, many of us avoided returning home, sometimes for days.
“We thought about going back, but it was safer to stay away. That was the sacrifice we made,” he said.
Mohd Farid said firefighters were constantly on call, sometimes working long hours beyond their initial shifts.
“If there is a fire or an emergency, we will be called for duty at any time.
“Sometimes I will be on my way back home after shift, but then a call comes and I have to go back to the station,” he said.
For him, faith and purpose remain at the core.
“I view my work and every rescue as an act of worship.
“Every day I wake up hoping that I will be able to save the people who need rescuing.
“I am grateful to serve as a firefighter and proud to make a difference,” said Mohd Farid.
