Role of the Family Liaison Officer (FLO)

By Michelle Perry

The Family Liaison Officer (FLO) plays a deeply human role in some of the most devastating moments of people’s lives. While their primary function is investigative, gathering information and evidence from families, the position demands more than procedure. FLOs are the bridge between the investigative team and a grieving family, ensuring that communication is not only accurate and timely but also compassionate and respectful. 

For families suddenly thrown into unimaginable loss, confusion, and trauma, the FLO becomes a steady presence: someone who can listen, explain, and guide them through a process that might otherwise feel cold and overwhelming. Sensitivity, cultural awareness, and respect for the family’s grief are at the heart of the role, as much as investigative precision. 

At the same time, FLOs help protect the integrity of the investigation. By building trust and rapport, they can gather vital details about the victim’s life, relationships, and routines, information that might otherwise remain hidden but can prove essential in delivering justice. 

This is a delicate balance: the FLO must remain professional, objective, and resilient while also showing empathy and humanity. Done well, the role ensures families feel heard and supported, even in the darkest of times, while also helping the investigative team uncover the truth. 

 My Own Experience 

In December 2001, I was the first police officer to arrive at the scene of a tragic incident outside Euston Station, London. 

A woman lost her life in a shocking and deliberate act of violence after her handbag was stolen. Despite her courage in trying to stop the suspect, she was fatally injured. Her husband, who witnessed much of the incident, was left in profound shock and grief. 

Upon arrival, I secured the scene and immediately focused on supporting her husband, who was distraught and in need of reassurance. I stayed with him through those early, harrowing hours, accompanying him to the hospital where his wife had been taken by air ambulance. Sadly, despite the best efforts of medical staff, she did not survive her injuries. 

Recognising the depth of trauma and the fragile trust already built, I was appointed as the Family Liaison Officer for her husband and family. My role was to provide both a compassionate presence and a professional link to the investigative team. This meant: 

• Supporting the family emotionally and practically as they navigated their grief alongside a major murder investigation. 

• Communicating clear and timely updates, always with honesty and sensitivity. 

• Ensuring the family’s questions and concerns were listened to and addressed. 

• Handling the most difficult tasks, such as identification procedures, with dignity and care. 

Working with the Major Investigation Team, I relayed insights from the family that informed the inquiry, while ensuring that the victim’s loved ones remained central to the process. 

Learning from the Incident 

This case was harrowing in its nature but also profoundly instructive. It reinforced to me and to colleagues the vital importance of empathy, patience, and communication in policing. For families experiencing unimaginable loss, small details of how we act, what we say, and how we listen can have lasting impacts. 

The experience also highlighted that an FLO is not just an “investigative tool” but a guardian of dignity for the deceased and a source of humanity for their family. The role requires resilience, but also the humility to recognise that at the heart of every case is a life taken and loved ones left behind. 

For me personally, this case became a defining moment in my career, shaping my ongoing commitment to victim support and reminding me that behind every investigation lies a family whose world has changed forever.