Remaining calm in an emergency is not an easy thing to do...especially when the situation warrants a 911 call.

Newschannel 7’s Nicole Morten spent some time with local 911 operators to see how they keep their cool when helping someone in need.

Even after 10 and a half years on the job, Dana Hebner says there's never a dull moment.

"It's high stress, high volume; you have to be able to think on your feet and multi-task big time," said Hebner.

Dealing with crisis situations --Hebner knows her role is critical as a 911 operator.

"We take it seriously, we know that what they're going through right then seems like an absolute crisis,” said Hebner. “We typically try to have someone in route two-minutes after receiving the call."

Every second counts on the clock; offering immediate advice and sending emergency crews, one of Hebner's main concern is to keep everyone calm. A majority of 911 calls are domestic problems, accidents or disturbances. As a seasoned dispatcher, you'd think she's heard it all.

" Everyday is a new day. Every time you answer the phone, its something different," said Hebner.

But one thing's for sure…

"You have to have thick skin, people who are stressed out, mad, whatever, they're not going to be the nicest about it. You can’t let it get to you, because you're going to be called names and they're going to yell at you..."

When asked how she remains calm through it all....

"You try to help the public the best you can and a good day is if everybody goes home safe."

Before dialing 911, remember 'emergency’ is the key word. In other words, don’t call 911 for directions, a phone number or any other non-emergencysituation because you never know who might be trying to call the line that’s really in a crisis.