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CONCORD – Hidden away towards the back of Fire Station 3 is the heart of Concords emergency response.

At any given time, a half-dozen 911 dispatchers man their stations for 12-hour shifts – out of sight, but in ear shot.

Probably the quietest of them all is Vicki Love.

“We aren't accustomed to being in the spotlight,” said Love. “We like to fade in the background.”

As shy as she seems, she's being hailed a hero. Late last year, near the end a busy shift, Love got a call.

On the other end was someone who was contemplating suicide.

“He said he was tired of living and didn't want to live anymore,” said Love.

Love said she listened, while the man rambled on and on about experiencing several traumatic events earlier that week.

“It is okay to ask for help, okay? We want to get you some help,” Love told him.

When the call ended, she clocked out for the evening. The next day, a call came in on the non-emergency line, asking to speak to a supervisor.

The voice on the line was from the same man from the night before, said Love's supervisor, Vicki Callicutt.

“He was excited,” said Callicutt. “His words were, 'The lady saved my life and I don't know who she is.' I'm convinced Vicki made a huge difference in his life.”

For a woman who hides behind monitors and talks softly into her phone, the difference Love made that evening is loud and clear.

“That is the thing about the job, you don't get see what happens what the outcome is,” said Love.

Love said she never asked for the acclaim, or all the attention. She simply said she was quietly doing her job.