Jill Schaefer is a Communications Officer – Medical at Ornge and this year’s recipient of the 2026 Telecommunicator of the Year Award. Jill has demonstrated a high level of skill and commitment, which placed her in the top percentiles of time processing calls. Recognized by her peers as being an energetic, compassionate and hard-working member of the team, Jill is an exemplary model of Ornge’s values put into action. It is for these reasons, and many others, that Jill is the 2026 Telecommunicator of the Year.

When and how did you start working at Ornge?

I started with Ornge in November of 2004 when we were still known as Ontario Air Ambulance. Ornge had taken over PTAC from the City of Toronto and I decided to make the change and took the job on a contract basis.

Can you describe your professional and/or academic background and how you got into this field of work?

When I first started all those years ago, working for the Ministry of Health was not the direction I thought I was going to go into. I come from an emergency services family, and when SARS hit the city of Toronto, TPS (formally TEMS) reached out to their employees and asked if they knew anyone who could come in and help with answering phones, data entry, and screening. My mother gave me a call and I was at headquarters the very next day. This is when the Provincial Transfer Authorization Centre was born. I continued working at TPS but moved to the education department where I continued administrative duties. I organized paramedic graduations, driver training, ran drivers abstracts, kept immunization records up to date, and became familiar with the way paramedics were trained. I was lucky enough to take part in paramedic training exercises such as mock MCI’s and it sparked my interest in the field.

What does a typical day look like for you?

The day shifts seem to start off quieter, slowly getting us ready for the influx of calls that will definitely come, but sometimes the phone will ring immediately when I log in and that does not let up for an entire 12 hour shift. Our night shifts start off a bit more chaotic, with aircraft and medics deep into their calls. A typical day is filled with booking scene calls, interfacility transfers, organizing pediatric teams, booking Trillium Gift of Life organ retrievals, and helping our medics and physicians connect to stakeholders. Some days there seems to be a pattern where we book the same type of call multiple times a day, and then in the next shift, every call is different and comes with their own challenges.

What do you enjoy most about your position? What do you enjoy most about being in the OCC?

Before working for Ornge I did not know anything about aviation, and now I’m familiar with so much more. I never thought I would be talking about weather checks, NOTAMS, weight and balance etc., daily. I also really like listening to the interactions between our paramedics and our physicians. The amount of knowledge that comes from those patches has been immeasurable. There is always a condition or disease that is being treated that I have never heard of, and learning about them is one of my favourite parts of the job. On the other hand, we take calls for the sickest patients in the province and sometimes that can bring you down a bit. My co-workers in the OCC help with relieving that stress. My colleagues are very good at what they do and that makes my job easier. We truly are a team with a lot of moving parts that somehow keep things flowing.

What do you think is the most important thing you have learned while working at Ornge?

One of the most important things I’ve learned is that nothing happens in a straight line. There is so much going on in the background that requires action in order to move a patient. Situations arise that sometimes you have no control over, which can sometimes be difficult to deal with. As long as the patient is your main priority, you’re already ahead. I have seen many big changes throughout my almost 22 years here, and being able to pivot quickly is something you have to get used to.

What is the most rewarding part of your job?

I think the most rewarding part of the job is that we put the patient first. Knowing we are helping a person when they are possibly experiencing one of the worst moments of their lives feels really good.

How do Ornge’s SPARK values (Safe, Patient-Centred, Accountable, Respectful, Kind and Compassionate) show up in your everyday work?

Ornge’s SPARK values start as soon as you answer that first phone call of the day. The majority of my work is speaking directly to nurses and I know how hard it is for them on the other side. Their ER’s and other units are over capacity and we understand the global frustrations everyone is dealing with. I try to complete my call taking as quickly as possible so that they can be freed up to help the patients in need, especially when booking with the nursing stations up north. We have a process that we follow, but at times we need to understand that whoever is on the other end of the line is also dealing with their stressors and procedures as well.

You were nominated and awarded by your peers for Telecommunicator of the Year. What does that mean to you? How did that make you feel?

It was really nice to hear the comments that were made about me and my work ethic. Like some people, I’m not that great with accepting compliments, but I’m truly thankful that the effort I put in day to day is being recognized. This job is not easy and not for everyone, but knowing my colleagues can look to me for help or support means a lot.

Any last remarks or final mentions?

Thank you to everyone along the way that has made my time at Ornge meaningful. We’ve got many more years to go!

• Inside Ornge