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St. Charles in Missouri is a city with a rich past.

Founded in 1769 by French fur trader Louis Blanchet,

it was once a thriving frontier town,

a gateway for explorers heading west.

In fact, it was here that Lewis and Clark began their legendary expedition.

Over the century, St. Charles grew from a small trading post into a thriving suburban city.

Today, it's cobblestone streets and historic riverfront blend seamlessly with modern shops, restaurants and a vibrant community.

It's the kind of place where family settled on,

where neighbours know each other,

where violent crime is rare.

But in December of 2018,

something happened that shattered that sense of security.

Inside the St. Charles County 911 Dispatch Centre,

the holiday season was in full swing.

Christmas decorations hung from cubicle walls, twinkling lights flickered, and festive music played softly in the background.

It was the kind of shift that dispatchers looked forward to.

...