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Become a Infoline Assistant

With over twenty years experience of helping people who are moving to or living in Spain, as well as those back home who are concerned for 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. 

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.

With the support of our team and resources, you will be helping English speakers to access the right information.

 

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

 

Some people will have other problems 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. Together with our Casework service we help to assess their situation so that we can find the services and support that will help resolve their problems. 

 

Volunteers working as an Infoline Assistant may be required to: 

  • Answer incoming telephone calls,

  • Answer incoming email queries,

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

  • 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 Infoline Manager who is based in Catalonia. 

 

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 Monday to Thursday from 11am to 3pm (Spanish Mainland time.)

 

We ask for a commitment of at least 4 hours volunteering per week. We prefer if Infoline 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!


We are looking for volunteers who can commit for a minimum of 3 months. 

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!