A call to 9-1-1 can save a life in an emergency, but sometimes it's the person answering the call who makes all the difference.
Marcus Bauler from Lubbock EMS is one of eight Telecommunicators of the Year in Texas. Bauler stayed on the phone with a suicidal woman who wouldn't reveal her location until the number could be tracked. The woman was able to receive treatment and called Bauler to say thank you.
"You just have to remember if you don't stay calm, you're not going to be able to help out the person who's on the other end of the phone so it also helps to think -- what if it were your family members, you would want them to get the best treatment," Bauler said.
Wednesday, the emergency communications district also honored Fire Dispatcher Joe Hart and Lubbock Police Officer Melissa Orosco. Both were named "Silent Heroes."