Helping Travelers Every Day: Meet On Call’s Global Assistance Coordinators

On Call’s Global Assistance Team is truly global – our assistance coordinators are based in locations all around the world and work diligently behind the scenes to help fulfill our mission of helping travelers, every day. Our team’s rich cultural diversity is one of our greatest strengths.

This blog feature serves as a way for you to ‘meet’ the kind faces on the other side of the phone (or keyboard!) and give you an inside look at On Call’s culture. Introducing Ain Farhana (Kuala Lumpur, Malaysia), Gemma Gorman (Wales, UK), and Joy Herron (Florida, USA) from On Call’s Global Assistance Team:

Ain Farhana Abu Zarim

A Little About Me:
I’m from Kuala Lumpur, Malaysia, and I’ve been part of the On Call team for 3 years. Outside of work, I’m probably out cafe-hopping or sipping on a good cup of coffee. I’m a bit of a coffee addict!

Something people might not know about me: I taught English, history and P.E. – it was a wild ride, but I’ve always enjoyed helping people learn and feel supported, just in a very different setting!

Why This Job is So Meaningful:
It is so rewarding to know that a traveler made it home safely or got discharged from the hospital as planned because of the help we provided. That feeling of relief for them and for us is why I do what I do!

Gemma Gorman

A Little About Me:
I started my career with On Call in 2023. It truly was something completely different for me, as I previously spent most of my career working in the Ambulance Service. I was born in England, but 5 years ago, I moved to Wales, where I still reside. When I’m not working, I’m kept busy with my 9-year old daughter, 4 dogs; as well as horses, ducks and chickens.

Why This Job is So Meaningful:
I like that no 2 days are ever the same. Each time I start my shift, I don’t know what the day will bring. I enjoy helping people, and I think there is something both special and rewarding with being able to help someone in their time of need. You get to speak to some really interesting people from all over the world, not only travelers, but colleagues as well!

Joy Herron

A Little About Me:
My name is Joy and I have been working at On Call for 2 years. I’m from Florida, born and raised, I’m a single mom of a 16-year-old girl.

I love Broadway musicals! The last show I saw was Hamilton for my birthday last year and it was amazing!

Why This Job is So Meaningful:
Working at On call allows me to be a source of calm and clarity during moments of stress or uncertainty. It offers me the opportunity to offer real support that can make a difference in others’ lives. Knowing that my work contributes to someone feeling safe, heard, and cared for, especially when they are away from home, is incredibly fulfilling!

About On Call International:
When traveling, every problem is unique–a medical crisis, a political threat, even a common accident such as a missed flight. But every solution starts with customized care that ensures travelers are safe and protected. That’s why for over 30 years, On Call International has provided fully-customized travel risk management and emergency assistance services protecting millions of travelers, their families, and their organizations. Visit www.oncallinternational.com and follow us on LinkedIn to learn more.