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Charlotte Willis was a CIA watch analyst in the 21st century. (TW: The New World) In contrast to her colleagueEsther Drummond, she wasn't interested in finding out more information about Torchwood. When the CIA attempted to erase Esther, and deactivated her identification card, she stole Charlotte's CIA identification and car keys in order to escape the building. (TW: Rendition)
Charlotte was either a member of one of the Families, or at least worked for them. She informed them that the CIA had sent an agent to follow Jilly Kitzinger and Oswald Danes, causing another family agent to shoot the CIA agent and promote Kitzinger. (TW: End of the Road) Charlotte later tried to prevent Rex from tracking down the descendents of a witness to the original incident in Little Italy where Jack's blood was originally let (in TW: Immortal Sins) after Rex speculated that their family may have married into the Families earlier in the twentieth century. Later still, she reported to the Families that Rex had touched down in Buenos Aires, a location point for The Blessing. (TW: The Gathering)