Helping Travelers Every Day: Meet On Call’s GRC Team!

On Call’s Global Response Center’s (GRC’s) biggest responsibility is to fulfill our mission of helping travelers, every day, in their time of need. Every phone call (or live chat, text, or email!) our Global Response Center receives is an opportunity for us to help someone get prepared to travel or solve a problem while they’re away – whether it’s a medical emergency, political threat, extreme weather, or even a more common issue like a missed flight. Our empathetic GRC Team works diligently behind the scenes, 24/7/365, to ensure travel problems are not only resolved as quickly as possible, but that our travelers feel safe, prepared and supported every step of the way.

Whether you’re an On Call client or interested in learning a bit more about how travel risk management and assistance services work, this new blog feature serves as a way for you to ‘meet’ these kind faces on the other side of the phone (or keyboard!) and give you an inside look at On Call’s culture. Today’s featured GRC Team member is:

Karen Provencher, Operations Supervisor

A Little About Karen.  

I started at On Call in December 2015 with a background in the medical field and health insurance.  I immediately loved knowing that I would be helping travelers all over the world.  Born and raised in New England, I currently live in Southern New Hampshire. I have been married for almost 22 years, and we have two amazing children who are 19 and 16 years old and two cats. I enjoy reading, photography, hiking, movies, tattoos, and comic books. I also love watching hockey with my daughter, go Bruins!

Why is working at On Call to help people every day meaningful to you?  

It’s rewarding to know that we are making such an impact in peoples’ lives by helping in their time of need. We are their lifeline when a travel emergency arises. Helping with anything from a simple policy question before a trip, to life-saving medical transfers, every day brings something new here at On Call.

How have you made a difference in a traveler’s or team member’s day recently? 

My team members appreciate that I am always available for questions and to assist throughout my shift. I recently received a compliment from a traveler thanking me for my patience and professionalism on a call after explaining his benefits during a medical emergency.


For more information about On Call’s Global Response Center Team, and how we can help you help your travelers, every day, feel free to contact us anytime! Also, did you know…? On Call is hiring! If you or someone you know is interested in joining our talented Global Response Center Team, check out our open job listings here:

For over 25 years, On Call International has provided fully-customized travel risk management and global assistance services protecting millions of travelers, their families, and their organizations. Contact us today and watch our video to learn more. You can also stay in touch with On Call’s in-house risk management, travel health and security experts by signing up for our quarterly Travel Risk Management (TRM) newsletter.