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Job Description
To provide professional, practical and emotional support to Emirates Group/ Dnata staff and their dependents. Manage a broad range of cases on behalf of the client working with key stakeholders both internal and external to the organisation. Continually review, design and deliver Employee Assistance Educational Programmes for internal departments, keeping the information current and accessible to a multicultural audience across a range of grades within the Emirates Group, while staying aligned with corporate objectives. Job Outline: – 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 HRBP, line departments, 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). – 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. – Act as part of the 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 counseling 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. – 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. – Contribute to design and continuous review of EAP 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. – 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.
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