Residency Helpline Service Coordinator

Age in Spain is running an innovative Residency Helpline project targeting British nationals aged 65+ who live in Spain, to ensure they have their residency status in place when the transition period of the UK leaving the European Union ends (currently December 2020). This is one of the largest projects in Europe (three of which are in Spain) being funded by the UK Government Foreign and Commonwealth Office through its UK National Support Fund (UKNSF). 

An estimated 1.3M UK nationals currently live and work in the 27 Member States of the EU. The largest number, at least 350,000, are in Spain. British nationals in Spain who wish to live in Spain long term will need to obtain legal residency.This project is designed to help the more vulnerable and isolated British nationals who face difficulty in managing the process unaided.  


Age in Spain has designed and launched a national Residency Helpline, supported by an outreach service in selected Spanish regions (currently the Balearic Islands and Catalonia). The service is supported by a website with regularly updated information and resources to guide people through the residency process. Volunteer teams have been recruited and trained to run the Helpline and provide support services at local level, reaching people who face barriers to self help such as isolation, mobility or health issues, language problems or lack of access to a computer or the internet. 


The project networks with British Embassies and Spanish Government departments, Spanish and UK welfare service providers and voluntary groups and welfare support networks throughout Spain. 

The Project.

The project was launched in June 2020 and will run until at least March 2021. 

We are hoping that the project will be extended for a further period following review, depending on the requirements of the Foreign and Commonwealth Office and funding availability. 


The project is run remotely with a sophisticated technological infrastructure to provide a top quality and accessible service with virtual office management systems in order to support remote workers (staff and volunteers). On the ground delivery of the outreach services (such as local events, face to face meetings, home visits) are planned to take place between September 2020 and March 2021 (subject to COVID-19 movement restrictions) alongside virtual information sessions and activities.

Project Duration and Location.

Freedom of movement between EU member states has enabled many British nationals to live flexibly between the UK and Spain. This will change. Once the UK leaves the EU, spending time between the UK and Spain will be covered by much stricter rules.


Many British nationals have been living in Spain for long periods or even permanently without regularising their residency status. A significant proportion are older, unaware of the changes due to Brexit, or do not have the capacity to regularise their status unaided or manage the bureaucracy involved in the system. This could affect their right to receive health and welfare services in Spain.


So, help now will avert potential crises later on and enable British people to benefit from the Withdrawal Agreement which protects the rights of UK nationals who live in Spain. This project helps people to help themselves and provide additional one to one support for more vulnerable Britons in Spain so that they can decide in which country they plan to reside and make the appropriate arrangements.

Why is this Project Important?

We are looking for an exceptional person to help us take this project through to completion. The working environment is creative, challenging, fun, energising and supportive. Together we have already far exceeded realistic expectations of the project’s deliverables and the project continues to grow.

The post - Residency Helpline Support Coordinator

See below for the job description, person specification and the application process. Please note the application deadline - Friday 28 August 2020.

The project requires a person with the energy, experience and ability to work as part of a remote-working team and manage the challenges of running a new project whilst delivering a high quality service. The working language is English and  advanced level written and spoken Spanish is also needed. The post requires satisfactory completion of safeguarding checks.

The Post.

Residency Helpline Support Coordinator.

Full time or part-time as job share (6 months post).

An opportunity to join a dynamic project team to help make a difference to the lives of older UK nationals who wish to stay living in Spain after Brexit.

Due to the outstanding success of this innovative project we need an additional Residency Helpline team member with the enthusiasm, drive and creativity to reach out to people who need assistance.


Age in Spain is running a national Helpline which supports British nationals who live in Spain. Our mission is to ensure they have their residency status in place when the UK leaves the European Union. This is essential for people to be able to continue accessing vital services after December 2020 as a result of the UK leaving the EU. 


Our professional call centre service provides information by telephone and email on residency, healthcare and associated legalities of living in Spain for British people, with a one to one outreach service for people who need extra support.


Due to increasing demand for the service and the complex nature of the support needs of our more vulnerable service users, we need an additional person to ensure that we extend the outreach service to provide the extra help needed by those who face barriers such as ill health, financial problems or lack of capacity in completing their residency applications and/or maintaining residency conditions to continue living in Spain. 


You will be responsible for running the outreach extra support service for our more vulnerable service users who face multiple barriers in accessing services. You will join a small, remote-working team of six dynamic and committed professionals and regional volunteer teams.


The role includes

  • Managing support requests from Helpline service users and their relatives through telephone, email and internal referral

  • Recruiting, training and coordinating a team of specialist volunteers to financial/welfare support assessments as part of a residency through home visits and by telephone 

  • Liaison with service providers and welfare agencies to coordinate available  care/support packages, including grants from UK charities which support British nationals in Spain so the person might continue to live in Spain 

  • Working as a member of the Helpline team to ensure continuity and quality of service 


Ours is one of several projects in Spain being funded by the UK Government Foreign and Commonwealth Office through its UK National Support Fund (UKNSF) until March 2021.

Salary: circa €24,000 per year (€2,000 per month) pro rata

Closing date for applications: Friday 28 August 2020

Interviews:  2 and 3 September 2020

Start date: immediate or as soon as possible

Job Description.

Location: home based, (preferably with proximity to Barcelona for occasional meetings).

You will need to ensure that your work location’s internet connection is able to support a minimum of 1Mbps upstream and downstream bandwidth.


Hours: 40 hours per week (however, the role could be suitable for part-time candidates who would be willing to job share)


Salary: circa €24,000  


Contract:  Fixed term or equivalent contract to March 2021 (possibility of extension depending on funding) 


Benefits: 20 days holiday per year (pro rata) plus public holidays, support in setting up a home office and professional development training support 


The role 


The Helpline Support Coordinator is responsible for running a specialist information and outreach service, supported by trained volunteers, for our more vulnerable service users. It supports the Residency Helpline team with a specialist resource to manage interventions with service users who need extra help to ensure that they receive all available welfare, financial and social support so they can continue to live in Spain as independently as possible as legal residents. 

This frees up our residency specialists to concentrate on residency-specific support whilst ensuring that we maximise our help to our most vulnerable service users who need more than information and one off help. Our service users are British nationals, many of whom have settled in Spain for their retirement.


You will be responsible for:

  • Managing support requests received by telephone, email and internal referral from the Helpline team

  • Recruiting, training and coordinating a team of specialist volunteers to make financial and welfare support assessments through home visits and by telephone to vulnerable British people

  • Management of more complex cases which require ongoing support 

  • Liaison with service providers and welfare agencies to coordinate available  care/support packages, including grants from UK charities which support British nationals in Spain in order that the person may fulfil residency requirements and continue to live in Spain independently

  • Working alongside our Regional Coordinators who manage their own Helpline volunteer teams, to ensure consistency, continuity and quality of volunteer services across the organisation

You will share responsibility with other team members for the 

  • Promotion and development of the service through liaison with key stakeholders and our public relations programmes

  • Reporting and administration tasks to ensure the smooth running of the service and ‘virtual’ office

  • Back up support to the Helpline service through occasional shift manager sessions

You will report to the Project Director.

About you

You will have the enthusiasm, drive and creativity to achieve maximum impact with limited resources in a challenging geographical/social environment.

You will have

  • a minimum of 3 years’ relevant experience with an excellent track record in delivering community or similar projects on the ground 

  • demonstrated skills in volunteer programme management, case management and liaison with stakeholders

  • customer/information service experience 

You will be able to deliver a project within a limited budget and timescale where customer expectations will be high. You will be able to work independently and take initiative, but also be  a supportive team player. 

You will demonstrate an excellent ability to operate both ‘front of house’ in an outward-facing role and delivering support functions that are vital to the success of this project. 

The project team 

You will join a small, committed and friendly team, all of whom work remotely from home, consisting of the:

  • Project director, responsible for overall delivery of the service and liaison with key stakeholders at national level

  • Digital services consultant, responsible for the design and implementation of our call centre and internal digital systems 

  • Project assistant, responsible for the production of the information resources, expert knowledge base support to the team and management of our media relations

  • Regional coordinators, responsible for the recruitment and support of regional teams of volunteers to run the residency call centre service and outreach programmes in specified regions

Person specification.

Essential skills

  • Excellent communication skills in English and Spanish

  • High level interpersonal skills and ability to manage relationships at all levels

  • Ability to work unsupervised as a lone worker whilst managing and organising multiple tasks including people support, negotiation, administration and finance

  • Ability to write reports, keep records

  • Able to manage one-off crisis situations with clients whilst maintaining a high standard of service to the public

  • Ability to supervise the process of completing small grant application forms on behalf of clients and processing the applications with UK charities to seek funds to support individuals in financial need

  • Ability to manage a team of volunteers, remotely, providing training, guidance, support and information to ensure that a good quality service is provided

  • Ability to apply and uphold good practice procedures and legal rules in the management of services to vulnerable people (including safeguarding and confidentiality) 

  • Ability to use initiative in developing and promoting the service and the organisation’s work 


Essential experience

  • Experience of casework/welfare service management 

  • Experience of working in a comparable multiple role, multi-tasking environment 

  • Computer literate with experience of simple accounts and file management 

  • Organisation/administration experience

  • Fluent spoken English and Spanish and high level written English and Spanish


Essential knowledge

  • Awareness of the importance of good practice procedures and legal requirements in the management of services to vulnerable people and deployment of volunteers (including safeguarding and confidentiality) 

  • Awareness of the role of charities and public service providers in Spain and in the UK and understanding of the differences between them

  • Understanding of the ageing process and the importance of maintaining independence 

Desirable skills

  • Native English speaker

  • Previous experience in a communications role

  • Public relations skills

  • Previous experience in a people management/support role

  • Previous experience of working unsupervised with responsibility for multiple tasks

  • Ability to write copy for publications to promote the service

  • Experience of managing challenging situations in a public facing role 

  • Previous experience of a similar role

  • Previous experience of managing work teams (volunteers/paid staff)

  • Experience of managing services for vulnerable people

  • Previous experience of developing and promoting a service/organisation

Desirable experience

  • Experience of supporting vulnerable people

  • Experience of working with/for a charity/committee

  • Experience of working with older people

  • Experience of working virtually from a home office, using email/telephone/internet services

  • Experience in using online accounting and customer service management software/databases

  • Knowledge of legal and administrative requirements for service providing charities in Spain

  • Native English speaker

  • translation/interpreting experience

Desirable knowledge

  • Previous experience of managing services to vulnerable people and the deployment of volunteers

  • Detailed knowledge of Spanish and UK welfare systems

  • Awareness of the issues experienced by older British nationals in Spain and the legal requirements for residency, access to health and social care services

Application Timelines and Process.

Please note that the recruitment timeline is intensive in order to start as soon as possible.


Advert published: 18 August 2020

Closing date: 12.00 pm CET Friday 28 August 2020

Interviews: 2 and 3 September 2020

Decision and reference check: 4 September 2020

Start date: as soon as possible subject to reference and safeguarding checks



How to apply

Due to the high number of applications that we expect to receive for this opportunity and our successful use of video presentations in recruiting excellent candidates to the current team, we are asking all candidates to submit a response to a task as well as submitting their CV or LinkedIn profile. 


This stage has been created to give everyone the best chance of moving forward with their application and to help us to ensure that we invite the very best candidates for an interview.

You can apply using the "job application form" button but please continue to read the guidelines below for full details.

The task: please record a short video, aiming for less than 3 minutes, and upload it for our hiring panel to view.


As the Helpline Support Coordinator, a key part of your job is going to be communicating effectively with service users, volunteers and key stakeholders. 


As part of your application for this role, we would like to ask you to record a short video presentation. 


You are not expected to have any special knowledge about the project other than the information already provided in this information pack. This is about capturing your ability to communicate in a clear way and come up with solutions.


The video presentation should answer four questions:


  1. Imagine you are the newly-appointed Helpline Support Coordinator. Your first task is to formulate a plan to reach new volunteers and encourage them to join your team. Your volunteers will make home visits to people who need one to one support for a financial/welfare assessment and sometimes provide ongoing telephone support on occasion. How would you go about this task?


  1. You have received a lot of interest in the Residency Helpline volunteering opportunities and there are more people offering help than you can practically use. How do you select the members of your volunteer team? What do you say to the unsuccessful applicants?


  1. Congratulations, you have a volunteer team! They are trained and ready to go. However, Covid 19 restrictions have put home visits on hold for the moment, so most of the team are just waiting for something to do. How will you keep their interest?


  1. As a new Coordinator, how will you deal with existing Age in Spain volunteers, who are very experienced and have been doing a similar role for a long time? How will you manage these volunteers? What differences will there be in your approach with them and your newly recruited team? 


Sharing your video with us


Once you’ve created your video, please upload it or send it to us. Whichever method you choose for sharing is up to you, but here are some suggestions:



We’re not asking you to create a blockbuster so please don’t worry about scenery, dressing up or ultra high resolution. We just want to see you presenting naturally and ensuring the file you send over to us arrives safe and well!


Deadline for sharing: please submit your video before 12:00pm on Monday 24 August 2020


Important: Please also send us your CV in the same email message as the link to your video if you have not already provided this in your filled in application form.


Any questions?

If you have any questions for us or, for any reason, you are not able to send us a video response, then please get in touch. We will endeavour to think of how we can evaluate your application without the need for a video recording.

Ready to apply?

The online application form for Residency Helpline volunteering is accessible via the button below.


info@ageinspain.org (for general enquiries)

residency@ageinspain.org (for Spanish residency enquiries)


+34 932 20 97 41 - Residency Helpline

+34 971 93 40 85 - General enquires

Registered charity number: 597017

CIF G57704363

Correspondence address

C/Can Maçanet 
3 Bajos Izquierda

Palma de Mallorca

07003 Spain

© 2020 Age in Spain. All rights reserved.