Crew Care Officer

Job Description Synopsis

At Etihad, the wellbeing of our people is fundamental to delivering safe, reliable, and exceptional operations. As a Crew Care Officer, you will provide professional, confidential, and compassionate support to employees experiencing personal, emotional, wellbeing, or crisis-related challenges.

Acting as a trusted point of contact, you will play a key role in delivering timely welfare support, coordinating appropriate interventions, and ensuring employees receive the care and assistance they need. Working closely with internal stakeholders and external support providers, you will help maintain a structured and responsive approach to employee wellbeing while upholding the highest standards of confidentiality, professionalism, and duty of care.

• Provide first-line welfare and wellbeing support to employees, offering guidance and assistance across a range of personal, emotional, and workplace-related matters.
• Conduct initial assessments and triage of cases, ensuring appropriate allocation, escalation, and follow-up in line with established procedures.
• Respond to employee wellbeing concerns, personal crises, operational incidents, bereavement cases, and other situations requiring welfare intervention.
• Support employees during sickness, layover illness, hospitalisation, emergency situations, or periods of personal hardship.
• Coordinate with internal stakeholders and external agencies to ensure employees receive timely and appropriate support services.
• Facilitate referrals to medical, counselling, wellbeing, or specialist support providers where required.
• Participate in emergency response activities, including duty phone coverage, repatriation support, emergency travel arrangements, and hospital coordination.
• Maintain accurate, timely, and confidential case records within designated systems, ensuring compliance with governance, reporting, and data protection requirements.
• Escalate high-risk, complex, or safety-related cases to the Duty Care Manager or appropriate leadership teams.
• Contribute to employee wellbeing initiatives, awareness programmes, reporting activities, and continuous improvement efforts across the function.

• Degree or equivalent qualification in Social Work, Psychology, Mental Health, Nursing, or a related field.
• Experience in welfare, wellbeing, or employee support roles.
• Strong interpersonal, communication, and confidentiality skills.
• Experience in aviation or other safety-critical environments.
• Experience using case management or welfare tracking systems.