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Become a Residency Helpline Assistant

Age in Spain, with support from the British Government’s Foreign and Commonwealth Office has been running a Residency Helpline specifically aimed at UK nationals who were living in Spain before the end of 2020. The Residency Helpline has been in operation since June 2020 and so far we have already helped almost 3000 UK nationals. 

 

Although the UK has officially left the EU and the transition period has come to an end, UK nationals who have proof they were living in Spain before the end of 2020 can still apply for residency under the Withdrawal Agreement. To add to this, many UK nationals also needed assistance with getting registered with social security, getting registered for healthcare and other processes dependent upon or associated with having residency in Spain.  

 

The Helpline provides accessible information and practical assistance by email and telephone, plus extra one to one support through home visits for people in Catalonia, The Canary Islands, the Balearic Islands and the North of Spain who would otherwise not be able to complete their application without this extra help. 

 

This is especially important for more vulnerable people, who may be older and without family support, who face barriers such as mobility, access to a computer, language or isolation.

 

The Residency Helpline is run by trained volunteers, called Residency Helpline Assistants, who remotely provide information and support to callers, with the support of a professional Team Leader and Regional Coordinators . The Residency Helpline Assistants provide a personalised service, giving the extra time and patience that is required for such a process. 

Introduction.

With the support of our team and resources, you will be helping British people to access the right information and to apply for their Spanish residency status.

 

Due to current restrictions, this role is a remote volunteer opportunity that can be done from anywhere in Spain, or even abroad, provided you have a good internet connection and computer. 

 

The Residency Helpline is supported by a website with accessible information, such as FAQs and blog posts to guide people through the residency process. When we receive an enquiry, it may be because the online information alone is not enough.  

 

Some people will have other problems which prevent them from completing the residency application such; as language barriers, isolation, lack of confidence, lack of capacity, lack of access to technology, health issues, mobility issues, financial issues or responsibilities of being a carer. For these people, the service (location permitting) may provide home visits (with the help of our caseworker volunteers) to assess their situation so that we can find the services and support that will help resolve their problems. 

 

Volunteers working as a Residency Helpline Assistant may be required to: 

  • Answering incoming telephone calls,

  • Answering incoming email queries,

  • Provide one-to-one support over the telephone to individuals who need help to complete their Spanish residency applications,

  • Guide callers through the residency process using Age in Spain’s information guides,

  • Signpost and refer customers to other services and organisations,

  • Record basic information about callers and their enquiries and 

  • Provide feedback to the Team Leader.

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 - including the Residency Helpline Team Leader who is based in Barcelona. 

 

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 Residency Helpline is open Monday to Friday from 10am to 5pm (Spanish Mainland time.)

 

We ask for a commitment of at least 4 hours volunteering per week. We prefer if Residency Helpline Assistants can commit to a regular shift pattern each week. 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!


The Residency Helpline will run until December 2021, possibly longer. We are looking for volunteers who can commit for a minimum of 3 months. When the Residency Helpline project comes to an end, it is likely that we will continue to have Helpline Assistant opportunities, going forward.

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.

Due to current movement restrictions, the work for this project will be conducted from the volunteers’ home using their own computer. The work requires a good internet connection and good quality headset. 

 

Out of pocket expenses such as travel costs (in the event that we can arrange occasional face to face meetings for the Helpline team members) 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 

  • 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

  • Experience of expatriate life in Spain

  • 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!