Pembrokeshire PCSO honoured for protecting vulnerable adult from Harry Potter scam

PCSO Rachel O’Neill, who serves with the Milford Haven Neighbourhood Policing and Prevention Team, was crowned winner of the We Care Award at the Dyfed-Powys Police Force Awards on 4 July 2025, following a public vote.

Rachel was praised for her early action in safeguarding a man who believed he was speaking to Hermione Granger, the fictional character from the Harry Potter series. The scammer had been requesting money and manipulating the conversation, but Rachel’s gentle, informed approach helped prevent serious emotional and financial harm.

“Through the good relationship I have in the community, I was able to sit with the man who believed Hermione from Harry Potter wanted to be his friend online,” she said. “The fraudster was asking to lend money, and while it took a while for the penny to drop, I was able to convince him the person was not who they said they were. I was able to educate him about scammers and how they operate.”

“If he hadn’t had that trust with me, then he may have fallen prey to the scammer and this type of crime may have slipped through the net.”

Rachel’s actions prevented what could have been lasting harm to the victim and underscored the importance of building trust in vulnerable communities.

A trusted face in Milford Haven

Over the past six years, Rachel has become a well-known and respected face in Milford Haven, leading on community outreach, safety education, and safeguarding. She regularly delivers talks on issues such as online scams, substance misuse, abuse and healthy relationships, and has helped secure funding for a range of local projects.

She has organised community litter picks, helped fund a sensory room for vulnerable adults, and arranged a Christmas dinner for residents who were previously afraid to engage with the police.

One person who voted for her described Rachel as “always looking for ways to help people and improve her patch,” while another praised her ability to make each person “feel seen, heard and understood.”

“Our job is not just ticking boxes”

Rachel’s approach reflects a deeper philosophy about policing and community care.

“When people see a familiar face, they learn to trust you,” she said. “One time, a person approached me to say they could smell a strange smell in the toilet. It turned out to be someone smoking marijuana and we found drugs paraphernalia associated with heroin. That person recognised something was wrong from our drug education chats, and he had the confidence to confide in me.”

“I am so privileged to do this job. Our job is not just ticking boxes; it’s about doing everything possible to make a difference in people’s lives.”

Her work has helped vulnerable residents feel safer, more informed, and empowered to speak up.

Recognised by the community she serves

The We Care Award was voted for entirely by the public and celebrates police officers, staff, or volunteers who make a difference in their communities. Rachel was joined at the awards ceremony by more than 20 individuals and groups recognised for their contributions to policing, including:

• PCSO Jonathan Crayford, Cross Hands — described as the “backbone of the community”
• PCSO Matthew Kieboom — praised for going “above and beyond” even when not on duty

Rachel said she was “privileged and humbled” to receive the award, especially knowing it came from the community.

“Everybody knows how much I love and value my job. Not many people can say they make a difference in their work and I am proud to do a job that helps others.

To be recognised by the community feels incredibly special. It means I am doing my job right — and that drives me to be even better.”