A Pembrokeshire PCSO has been recognised after protecting a vulnerable adult from becoming a victim of an online scam involving a fraudster claiming to be a Harry Potter character.

PCSO Rachel O’Neill’s early intervention helped to prevent potential emotional and financial harm but also helped educate the victim about scammers and how they operate.

Thanks to the excellent relationships Rachel has forged within the community, she was entrusted to speak to the victim and convince him that the person he was speaking to was not the fictional character Hermoine Granger.

Rachel, who has worked within the Milford Haven Neighbourhood Policing and Prevention Team for six years, said: “It has taken a long time to build up trust in the community and explain that I am here to help.

“Through the good relationship I have in the community, I was able to sit with the man who believed Hermoine from Harry Potter wanted to be his friend online. 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 has become a well-known and respected face in the town. As well as delivering talks on a range of safeguarding issues including online scams, drugs, abuse and healthy relationships, she also arranges events with the local youth club and has helped secure funding for many community projects.

She has also played a crucial role in breaking down barriers between the police and the public, particularly the most vulnerable in the community. She has built lasting relationships with people who were once afraid of the police and has encouraged them to stay safe, speak up and be heard.

As a result of Rachel being “consistently community focussed”, she was crowned the winner of the We Care Award, at the Dyfed-Powys Police Force Awards on July 4, 2025.

The award was voted for entirely by the public and celebrates police officers, staff or volunteers at Dyfed-Powys Police, who have made a difference in their community.

One person who voted for Rachel, described her as someone who is “always looking for ways to help people and improve her ‘patch’.”

Another said: “Rachel does so much in the community, reaching so many individuals and having a positive impact on their lives. She is always open, friendly and easy to approach. Rachel always ensures each individual feels seen, heard and understood and will work hard until the answers are found.”

Also highly praised in the We Care Award category were runners up, Cross Hands PCSO Jonathan Crayford, who was described by the public as being the “backbone of the community”

and PCSO Matthew Kieboom, who the community said went, “above and beyond even when he’s not actively on duty.”

They were joined by more than 20 groups and individuals, who were recognised for their efforts to policing at the ceremony, which was held at force headquarters and sponsored by CDW.

Rachel said she was overwhelmed to win the award, which meant more to her knowing the community had taken the time to nominate and vote for her.

“My job is a huge part of my life,” she said.

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

“I feel very privileged and humbled to win this award. To be recognised by the community feels incredibly special. It means that I am doing my job right. If the community thinks I am doing a good job it drives me to be even better.”

Rachel has built up excellent relationships with partner agencies.

She was instrumental in funding a sensory room, organised a Christmas dinner for vulnerable adults, arranged community litter picks and has taken part in sponsored events.

The 45-year-old mum-of-three said: “I feel very proud that I have been able to help people in the community. When I first met the vulnerable adults at the centre, they were so frightened of the police. Six years on, it is wonderful to see how confident they are and the trust they have in me.

“When people see a familiar face, they learn to trust you and they therefore will feel more comfortable to talk to the police and report any suspicious behaviour.

“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.”