On-Call Student Support Assistant

Spanish Gap Year (SGY) provides immersive educational and cultural experiences for young adults in Spain. Our programs combine language learning, professional development, cultural exploration, and personal growth, with a strong focus on student wellbeing and support. We are looking for a reliable, caring, and proactive individual based in Barcelona to provide on-call support to our students for medical appointments, emergencies, and unexpected situations through the end of November 2026 with the possibility of continued employment and progression into a full-time role.

The Role

This is a part-time, 24/7 on-call position designed to provide additional support to the Spanish Gap Year team whenever a student requires medical assistance or help with an urgent situation. The successful candidate will help ensure that students feel safe, supported, and cared for while navigating healthcare and unexpected situations in Spain. Responsibilities will primarily involve responding to student emergencies, accompanying students to medical appointments, facilitating communication with healthcare professionals, coordinating practical logistics, and communicating relevant updates to the SGY team. Candidates must be based in Barcelona and able to respond to a call-out and reach the student or relevant medical facility within one hour.

Key Responsibilities

1. Student Health and Wellbeing

• Provide 24/7 on-call support for student medical needs, emergencies, and urgent welfare concerns.
• Respond promptly to call-outs, reaching the student or relevant medical facility within one hour.
• Accompany students to and from medical appointments, clinics, hospitals, and pharmacies when required.
• Provide calm, empathetic, and reassuring support to students who are unwell, anxious, overwhelmed, or unfamiliar with the local healthcare system.
• Help students communicate their symptoms, medical history, and concerns to healthcare professionals, including providing English-Spanish translation when necessary.
• Support students in understanding appointment logistics, medical instructions, prescriptions, and follow-up arrangements without providing medical advice or making clinical decisions.
• Respect student privacy, dignity, and confidentiality at all times.

2. Emergency Response and Practical Logistics

• Respond independently to urgent situations, assess immediate practical needs, and take appropriate action in accordance with the Emergency Response Plan.
• Contact emergency services (112) when necessary and coordinate appropriate medical assistance.
• Remain calm and exercise sound judgment when managing unexpected situations, including illness, injury, hospitalization, and other student welfare concerns.
• Coordinate transport, clinic locations, appointment bookings, pharmacy visits, and follow-up appointments.
• Communicate promptly with leadership, escalating serious incidents and significant student safety concerns in accordance with established procedures.
• Ensure students are appropriately supported until responsibility can be safely transferred to the relevant medical professionals or program staff.
• Maintain clear communication with the team throughout an incident and provide updates as the situation develops.

3. Incident Reporting and Team Communication

• Complete factual, objective incident reports following significant medical appointments or health-related incidents, using the approved company template.
• Submit incident reports as soon as possible and within the required 24-hour deadline.
• Document relevant incident details, medical information provided by healthcare professionals, prescriptions, follow-up instructions, and any impact on program participation.
• Provide timely updates to the Program Coordinator and relevant program leadership to support appropriate student and parent communication.
• Follow up on outstanding medical information, test results, and next steps where necessary.
• Handle student information confidentially and follow company data protection procedures.

4. Student Care and Safeguarding

• Demonstrate patience, empathy, and emotional maturity when supporting young adults living away from home.
• Help students feel listened to, reassured, and supported while maintaining appropriate professional boundaries.
• Follow established safeguarding, student welfare, and emergency procedures, including those applicable to participants under 18.
• Recognize the limits of the role and seek appropriate medical or leadership support when a situation exceeds the candidate's responsibilities.
• Contribute to a safe, inclusive, and supportive environment for all participants.

Required Qualifications and Experience

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