Crew Care Officer

Role overview

Etihad is seeking a Crew Care Officer to support employee wellbeing with professionalism, discretion, and empathy. In this role, you will assist people who are dealing with personal difficulties, emotional strain, wellbeing concerns, or crisis situations, helping ensure they receive the right support at the right time.

You will act as a reliable first point of contact for welfare-related matters and help coordinate timely interventions. The role involves working with internal teams and external service providers to deliver a structured, responsive, and confidential care process for employees, while maintaining a strong duty of care at all times.

Key duties

• Offer initial welfare and wellbeing support to employees across personal, emotional, and work-related issues.
• Carry out early case assessment and triage, then route, escalate, and track matters according to procedure.
• Handle concerns related to wellbeing, personal crises, operational disruptions, bereavement, and other situations requiring welfare assistance.
• Support employees during sickness, illness during layovers, hospital stays, emergencies, or periods of financial or personal hardship.
• Work with internal stakeholders and outside agencies to arrange timely support services.
• Arrange referrals to medical, counselling, wellbeing, or specialist providers where needed.
• Take part in emergency response work, including duty phone cover, repatriation assistance, urgent travel coordination, and hospital liaison.
• Keep case files accurate, current, and confidential within the relevant systems, in line with governance, reporting, and data protection standards.
• Refer complex, high-risk, or safety-sensitive cases to the Duty Care Manager or the relevant leadership team.
• Support wellbeing campaigns, awareness efforts, reporting, and ongoing process improvements within the function.

Requirements

• A degree or equivalent qualification in Social Work, Psychology, Mental Health, Nursing, or a closely related discipline.
• Previous experience in welfare, wellbeing, or employee support roles.
• Strong communication, interpersonal, and confidentiality skills.
• Experience working in aviation or another safety-critical environment.
• Familiarity with case management or welfare tracking systems.

About Etihad

Etihad Airways is the UAE’s national airline and is focused on shaping the future of global aviation. From its Abu Dhabi hub, the airline connects people across continents and cultures while pursuing its Journey 2030 ambition to expand its fleet, grow its network, and develop its people for the next phase of excellence.

Recruitment fraud notice

Etihad warns applicants to be cautious of fraudulent job offers from people or groups pretending to represent the airline. The company will never request personal information, bank details, or payment during recruitment. Interviews are carried out face-to-face or by video or telephone before any formal offer is made. If money is requested, the communication should be considered fraudulent.