CritiCall is proud to celebrate a milestone moment- our very first Ornge Telecommunicator of the Year Award!
As a unique provincial program within Ornge, CritiCall connects physicians who need support or resources beyond what is available at their hospital to care for any life or limb, urgent and emergent patient. Behind these critical connections is a dedicated team that works together to ensure patients receive the right care at the right time and the right place when they need it the most.
This year, we are honoured to recognize Mike Parente, a CritiCall Call Agent and trained Primary Care Paramedic who has been an integral part of the CritiCall Call Centre team since 2016.
“Our team is made up of hard-working, passionate individuals who are deeply committed to our patients’ well-being, and we work as a cohesive unit to deliver a high standard of care,” says Mike. “I’ve met so many wonderful people here over the last decade, and I am truly honoured to represent CritiCall as its first Telecommunicator of the Year. Knowing this recognition was voted on by my colleagues makes it especially meaningful and something I will always cherish.”
Working in an environment that supports physician consultations comes with pressure. Mike emphasizes the importance of self-care and building strategies to stay grounded in a high-pressure role.
“It can be challenging dealing with the day-to-day stress associated with our jobs,” he explains. “Over the years, I’ve worked hard to prioritize my mental health. For me, preparation is a huge part of that. I make sure I’m up to date on our processes and protocols, stay within my designated role, and do my best to support patients and physicians appropriately. I also lean on my colleagues and peers for support when handling difficult calls or when I need emotional encouragement.”
While clinical training is not mandatory for Call Agents, the role attracts people like Mike who have a strong desire to help others during critical moments. One of the most rewarding aspects of the role is supporting a diverse network of healthcare professionals, acting as a key connector between providers and services.
“It’s always nice to feel valued,” he says. “The people we speak with are usually incredibly grateful and appreciative of the service we provide.”
Outside of work, Mike’s greatest inspiration comes from his family. He speaks fondly of his wife- whose contagious zest for life brings joy to those around her —his two beautiful daughters, whom he is ‘obsessed’ with, as well as his parents and three sisters, who provide constant support and motivation.