EA Specialist – The Emirates Group – Dubai – UAE

Job Purpose
Provide professional, practical and emotional support to the Group employees and their dependents on a broad range of cases while working with key internal and external stakeholders. Continually review, design and deliver relevant educational programmes and training support, keeping the information current and accessible to a multicultural audience across the Emirates Group, while staying aligned with corporate objectives. Specific to Peer Support Design, manage and maintain a Peer Support program for Emirates Group staff, and specific to Cabin Crew and Pilots.

Job Accountabilities
Generic
– Provide short term confidential, emotional and practical support to employees and their dependents (within the scope of EAP practice) experiencing difficulties in both professional and personal life. Assess each case and work within the allotted time to formulate a plan which may entail further case management or referral to senior psychologists &/or Emirates medical services if specialist intervention is required. Case management includes but not limited to, emergency/crisis situations, triage mental health, death in service cases, medical emergencies, terminations, legal and police cases.
– Work with a wide range of internal stakeholders including Human Resources, line departments, finance, legal and medical services. Provide advice and regular updates to stakeholders and the client in an accurate and timely manner, and ensure accurate and timely recording of case notes (process and case meeting).
– Establish and maintain a network of contacts beneficial to case management both internal (line departments) and external (embassies/consulates, local authorities). Facilitate & liaise with necessary departments and with external authorities and assist wherever possible to resolve a variety of different issues (hospitalization, bill payment, assist with travel & visa for additional family support, arrests, custody & court cases, as well as mortuaries and repatriations).
– Act as part of the Peer Support and Employee Assistance Programme Crisis Support Unit (CSU) team. Complete the mandatory training to be an effective member of the team in preparedness for any emergency situation in line with the departmental/CSU plan. Respond as part of the Human Resources Incident Support Unit (HR ISU) to provide counselling support to colleagues & their families during and in the aftermath of any operational/occupational incident or any life threatening situation affecting the Group. Ensure complete ongoing familiarization with Critical Incident Stress Management (CISM) refresher training & ISU plans, to enable the role holder to be prepared for these situations.
– Contribute to design and continuous review of EAP and Peer Support induction and educational training material ensuring that content is current and in line with company and UAE policy, guidelines and local laws. Research, design and develop effective learning programs to meet international standards. This requires application of a range of learning solutions as appropriate including assessment and evaluation.
– Deliver Employee Assistance Inductions for a multicultural audience within the Emirates Group, on an adhoc basis deliver other EA related presentations. Continually review, design and develop learning programmes to keep information current ensuring that all training aligns with corporate objectives.
– When required, provide basic budgeting awareness to colleagues & their family members who are facing financial difficulties and work with them to try and limit and save costs. Liaise with banks and when appropriate influence the banks to renegotiate loans, restructure repayments and remove interest amounts.
– Act as `on call? duty specialist out of office (24/7 weekends and public holidays) on a rotational basis. This entails being the EAP point of contact for a wide range of cases from low level to complex requiring the job holder to work independently and be well versed in policy/process and protocol. Responsible for collecting and analyzing statistics/trends and providing recommendations to the manager on a regular basis.
Specific to EA Specialist
– At times may be required to provide an escort back to home country for an employee who has been ‘in crisis’, once they have been stabilized and are fit to travel. It may be repatriation or accompanying someone having treatment overseas. When necessary arranging and supervising the packing of personal belongings and provide emotional support in additional to practical assistance.
– Utilise effective influencing skills to assist with conflict resolution. Facilitate a prebooked mediation session between relevant parties (to help resolve communication issues and disputes and to come to a reasonable solution or compromise by way of facilitation, and gain written agreement by all parties to abide by agreed goals.
Specific to Peer Support
– Manage the Peer Support volunteer program of cabin crew and pilots through profiling, recruiting volunteers, and refresher training. Provide recommendations to management on new initiatives for the continuous improvement of the Peer Support Program.
– Run regular Peer Support workshops to keep the volunteers engaged and up to date on new information.

Qualifications & Experience
– Human Resources/Employee Welfare : 5+ Years
– Degree or Honours (12+3 or equivalent)
Specific to Peer Support
– Min 1 year Cabin Crew or Pilot experience Peer Support volunteer desirable

Knowledge/skills:
– Licenced by the Community Development Authority (CDA) – desirable
– Certified Employee Assistance Professional (CEAP) – desirable
– Minimum 2 years experience in a similar role
– Assist people with personal problems while maintaining confidentiality in a tactful and professional manner.
– Ability to work independently with different cultures and with people at all levels.
– Experience of working within a large multicultural organisation – desirable.
– Evidence of continued professional development in the area of EAP/counselling/social work is essential.
– Knowledge of local laws, culture and customs.

Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

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