Crew Care Officer

Synopsis

Accountabilities

• 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.

Education & Experience

• 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.

Additional Information

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