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Become a Infoline Assistant

With over twenty years experience of helping English speakers who are moving to or living in Spain, as well as those back home who are concerned for their family members who live in Spain, we know how daunting it can be to find accessible information just when you need it.

 

The Age in Spain Infoline provides free information for the English Speaking community living in Spain. We aim to help people to get things right from the start.  The information covers many practical aspects that are needed to plan for living your life in Spain and accessing services and support. 

With the majority of our staff and volunteer team having had to navigate the various systems in Spain themselves, we understand the need for accessible information and a customer friendly service.

Introduction.

This role is a remote volunteer opportunity that can be done from anywhere in Spain, or eleswhere, provided you have a good internet connection and a computer.

 

The Infoline is the first point of contact with Age in Spain for all our services. As an Infoline Assistant you will respond to phone calls and emails, take details of the enquiry, provide the information that they need and/or put them in touch with the services that can best help them. 

 

Some enquiries might be straightforward, some might be more complex. Some enquirers may have barriers such as language, isolation, lack of confidence, lack of capacity, lack of access to technology, health or financial issues. In more complex cases, you will refer enquirers to our Casework service for more intensive assistance. 

 

As an Infoline Assistant you will typically: 

  • Answer incoming telephone calls and email enquiries

  • Provide one-to-one support over the telephone to individuals who need help 

  • Guide callers through administrative processes they need help with to access services, using Age in Spain’s information guides and resources

  • Signpost and refer customers to other services and organisations

  • Make telephone calls and do online research to identify specific sources of help for the customer's needs

  • Record basic information about callers and their enquiries and 

  • Provide feedback to the Team Leader.

You need to

  • be a good communicator with fluent spoken and written English

  • have at least a basic level of Spanish (fluent Spanish speakers welcomed as a priority)

  • have a reasonable level of computer literacy (downloading and using software, navigating the internet etc.)

  • have a computer and good internet speed

What's involved.

Age in Spain will provide an initial comprehensive induction including online self paced training and a group video call training session with activities to equip volunteers for their role. Training and support will be provided virtually. Once you have received your training, you will continue to be supported throughout your volunteering journey by the Age in Spain team!

 

We have a friendly team of staff and volunteers in different parts of Spain.

 

You will receive on-going on the job training whilst volunteering and opportunities for additional training will be provided from time to time.

Support and training.

The Infoline is open Tuesday to Thursday from 10 am until 2 pm (Spanish mainland time.)

 

We ask for a commitment of at least 4 hours volunteering per week on a regular basis (2 x 2 hours or 1x4 hours). Each shift will be 2 hours. Of course, we are more than happy to have you volunteering for more than 4 hours per week, if it suits your schedule!


We are looking for volunteers who can commit for a minimum of 6 months. We are currently prioritising applicants who are bi-lingual in Spanish and English.

You will also need to be available for 2 hours of self paced online learning and 2 online live training sessions that will last for 2 hours each. Dates to be advised.

Time commitment.

This is a remote volunteering role, to be conducted from the volunteers’ home using their own computer. The work requires a good internet connection and good quality headset (provided). 

 

Out of pocket expenses such as travel costs (in the event that there are any face to face meetings that are agreed by the Team Leader), will be reimbursed.

Expenses.

Essential

  • Regular access to a telephone/computer with good internet connection

  • Fluent in spoken and written English 

  • At least basic level Spanish - the higher the level the better

  • Good people/interpersonal skills

  • Articulate with good verbal communication skills

  • The ability to explain information clearly, correctly and concisely

  • Good listening skills

  • Good writing and information processing skills

  • Good phone manner

  • Ability to work alone without direct supervision

  • Ability to relate to others, build rapport and empathise

  • Able to interpret service users needs

  • Ability to balance supportive approach with professional information providing

  • Ability to work with distressed/emotionally vulnerable service users without becoming personally involved

  • Commitment to equality and diversity principles

  • Be open to regular evaluation and feedback

 

Desirable

  • Fluent in written and spoken Spanish

  • Experience of living in Spain and/or a foreign country

  • Experience working with or supporting older and vulnerable people

  • Experience in Customer Service role(s)

  • Tech savvy (i.e. able to operate cloud based software packages to log tasks and communicate with colleagues)

Your skills and experience.

  • The opportunity to be part of a friendly local team

  • Regular online meetings with your coordinator/manager and colleagues for supervision and support

  • All out of pocket expenses such as travel costs, meals,  printing/photocopying that are agreed by the Team Leader.  

  • A certificate of service and a testimonial or reference (for job seekers)

  • The chance to really make a difference!


If you have any doubts or questions please contact us at info@ageinspain.org 

What we offer you.

Apply here!