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A local rape victim's call went to 911, but failed to prompt a response from law enforcement.
In an investigation, WSOC exposed a major emergency dispatch breakdown that stopped Iredell County deputies from checking on a woman who said she was beaten, sexually assaulted and held against her will for hours.
WSOC obtained a copy of the transcript detailing the victim's second call to 911. She told call-takers she'd been hit and raped and showed officers she had called 911 nearly seven hours earlier but no officers were sent to help.
"It's concerning whenever someone makes a call for law enforcement services and we are not notified," said Sheriff Darren Campbell.
But, that's exactly what happened when an 18-year-old called 911 on Oct. 30 to Heaven Bound Lane.
A dispatcher took the call at 11:34 p.m. and listened for roughly 17 seconds. WSOC was told he heard silence and some commotion before the call dropped. The same woman called back nearly seven hours later saying she'd been raped.
"I was very discouraged and very aggravated when I see this," Campbell said.
WSOC asked the sheriff how this happened and learned his office is separate from the 911 communications department but relies on dispatchers to send officers on calls.
Investigators said in the time between the two calls the victim had been attacked repeatedly by Zachary Calhoun, 21.
He faces charges of rape, kidnapping, assault by strangulation and interfering with emergency communications.
"We were five hours behind on this because we simply weren't notified,” Campbell said.
The director of communications confirmed deputies weren't notified because an employee broke protocol.
WSOC checked the department's policy and found the following guidelines:
"All 911 hang ups or open lines (cell, landline) should be dispatched. If you receive a 9-1-1 hang up you are to attempt a call back to the number on all calls. Even if answered, you are to advise the caller that law enforcement is being dispatched to investigate. (Some calls may be children playing with the phone. In such case talk with a parent and advise law enforcement of the situation and let law enforcement determine a response.)
"If no answer, you are to automatically dispatch law enforcement to the address or WPH2 coordinates to investigate all 9-1-1 hang ups. If a cell phone 911 hang up or open line comes in as WPH2 you will have coordinates to dispatch. Make sure to advise law enforcement this is a cell phone and you are dispatching from coordinates."
In this case, the dispatcher called back twice but failed to use the GPS coordinates to send help.
The director of communications told WSOC the employee has worked here for a while and he has been disciplined. He also said the entire department reviewed the policy for dropped calls. County leaders hope the refresher will stop this from happening again.
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