Wiltshire Police family liaison officer on fatal crashes

Detective Sergeant Toni Nugent trained to become a FLO in 2017 because she wanted to help families in their time of need.

She will often enter someone's life just as it is about to be turned completely upside down, to deliver the worst news anyone could comprehend receiving – a loved one has died.

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Over the weeks and months that follow, DS Nugent will provide support to the family of the person who has died, providing them with a continuous point of contact with the police through any subsequent court proceedings and inquest, as well as signposting to relevant support agencies.

She said: “You are there for families during a lot of ups and downs, and it can be an extremely emotive role, but it also brings a sense of pride and fulfilment that you are helping them through a life-changing time.

“I still think about the families I have helped in the past and wonder how they are coping.”

One particular case that has stayed with DS Nugent during her career is that of a man who died on his motorbike as he travelled through Wiltshire on the way to meet friends at the beach.

His parents lived in a neighbouring county.

DS Nugent said: “I visited his parents' house to take a life statement all about their son – they showed me around the house and his ashes were on the mantlepiece.

"They talked about their memories of him and how they now planned to move from the family home.

“The case ended up in a trial which I attended with the family who travelled down to Salisbury every day.

"It was a really difficult and emotive situation as the driver involved in the collision had made one seemingly minor mistake and didn’t check her mirrors, which caused the collision.

"She stopped at the scene and was with the man when he died at the roadside.

"All the man’s parents wanted to know was whether he spoke before he died.

"After the sentencing was complete, the driver wanted to speak to the family and we agreed this could happen with me present.

"In some ways, it was a satisfying meeting as his mum got to ask whether her son had spoken before passing away and what he said and the woman was able to tell her.

"I will never forget his mum saying ‘thank you’ and telling the woman it was an accident and she shouldn’t blame herself. They shared a hug and went their separate ways.

“It will always stay with me. Despite such a horrendous incident, the family amazed me in being so forgiving and understanding.”

This month, Wiltshire Police is making road safety a priority following a rise in fatal and serious injury collisions in the county, which DS Nugent is backing.

Officers are focusing on raising awareness of the fatal five – driving at excess speed, not wearing a seatbelt, using a mobile phone, drink or drug driving and careless driving.

Having attended countless scenes of destruction on our roads in her role as a FLO, DS Nugent has a strong message for motorists.

She said: “It doesn’t matter if you are in the car on your own, or with others, you must be completely focused on what you are doing and pay the road your full attention. One minor mistake can have massive consequences.

"The trauma is felt on both sides – it is life-changing and utterly devastating for all involved.”