BAKERSFIELD, CA - When you call 911, there is a calm voice on the other side of the phone, trying to help you during an emergency.
As a dispatcher, you may have heard Tracey Halvorson's voice in some of Bakersfield's most high-profile stories, including the PG&E implosion.
Halvorson is one of 21 county and city dispatchers. Fire officials say last year, Halvorson took 4,000 EMS calls.
EMS calls are for medical aid, so that number doesn't include fires, rescues, car accidents and everything in between.
She is often heard and rarely seen. She is the calm voice in your emergency.
Halvorson is a lifeline for not only people on the street, but firefighters and law enforcement officers.
"I really like working with people," said Tracey Halvorson, Kern County Fire Dispatcher.
Halvorson is the hero behind the scenes. "We're here 24/7 waiting for your call to help," she continued.
Halvorson has been talking people through emergencies for nearly 11 years. "My job is to hold someone's hand for a little bit," she explained.
Five days ago, Halvorson held the hand of Laura Wood, whose husband was seriously injured while watching the PG&E implosion.
"The other morning when I came in, I hadn't even had my coffee yet. I had just plugged in. I didn't expect to get that call," she said.
"What made the difference in that case, it wasn't me, it was that the wife stayed calm. I don't think I could do that in those circumstances.
Halvorson is the voice behind the dramatic 911 call in February from Glenwood Gardens.
You can hear Halvorson beg a nurse to perform CPR on a woman who collapsed and later died at the hospital.
"I don't get to see what's going on. The only tool I have is my voice," she noted.
"It's always someone's parent or someone's loved one you're dealing with and I want to treat them the same way I'd want my parent or child treated," she continued.
It is calls involving children that affect the mother of two the most.
"The hardest ones on me I think are when people are living their lives regularly and then tragedy occurs when they don't expect it," she said.
From the lows to the highs of the job, Halvorson said sometimes both happen in the same day.
"In the morning I performed infant CPR and in the afternoon helped I delivered a baby," she recalled.
But it is the calls that don't make headlines that stay with Halvorson, even after her day's work is done.
"It's not even the big things. Sometimes it's the elderly person that's been having chest pains that's home alone, all night long," she explained. "To comfort them, I don't even know how to measure the value of that."
If you would like to see the full interview with Tracey Halvorson, click here.