Employee Support Program Coordinator

4 weeks ago


Dubai, Dubai, United Arab Emirates Emirates Dubai Full time

Role Overview
As an Employee Assistance Programme Specialist, you will play a crucial role in supporting the well-being of employees and their families at Emirates Dubai.

Key Responsibilities

  • Deliver confidential emotional and practical assistance to employees and their dependents facing challenges in both their work and personal lives. Evaluate each situation and develop a tailored support plan, which may involve further case management or referrals to senior professionals if specialized help is necessary.
  • Manage cases involving urgent or high-risk scenarios, including mental health crises, medical emergencies, financial issues, and legal matters.
  • Provide support for bereavement cases, offering emotional and practical assistance to family members who have experienced a loss.
  • Occasionally accompany employees in crisis back to their home country once they are stabilized and ready for travel.
  • Oversee the logistics of packing and shipping personal belongings for employees returning home, while assisting with any legal and practical concerns.
  • Educate colleagues and their families on budgeting strategies during financial hardships, collaborating with financial institutions to negotiate loan terms and restructure repayments.
  • Collaborate with various internal departments, including Human Resources, finance, and legal services, ensuring timely communication and accurate documentation of case notes.
  • Build and maintain a network of contacts that enhance case management, including relationships with embassies, local authorities, and other relevant organizations.
  • Act as a member of the Human Resources Incident Support Unit, providing emotional support during and after critical incidents affecting the organization.
  • Contribute to the development and continuous improvement of EAP training materials, ensuring compliance with company policies and local regulations. Design and deliver effective training programs that meet international standards.
  • Serve as an on-call specialist outside of regular office hours, being the primary contact for a diverse range of cases that require independent decision-making and a thorough understanding of policies and procedures.

Qualifications and Experience
To qualify for this position, candidates should possess:

  • A minimum of 5 years of experience in Human Resources, Peer Support, Employee Assistance, or a related field.
  • A degree or honors in a relevant discipline such as HR, Psychology, or Sociology.
  • Familiarity with local laws, cultural norms, and customs.
  • The ability to work autonomously with individuals from diverse backgrounds.
  • Experience in a large multicultural organization is preferred.
  • Evidence of ongoing professional development in EAP or social work is advantageous.
  • Strong communication skills, with the ability to effectively engage and influence a wide range of stakeholders.


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