His Highness Sheikh Dr. Sultan bin Muhammad Al Qasimi, Supreme Council Member and Ruler of Sharjah, urged the employees of Sharjah government to prioritize compassion while enforcing the law when dealing with citizens’ transactions. He instructed them to escalate any challenging cases to their manager for resolution or to himself if necessary.
During a phone call to the program “Direct Line,” His Highness remarked, “How many individuals facing issues have the opportunity to express their concerns during this program? Let us hear their voices and address their problems.”
He continued, “Many employees only adhere to labor laws and completely disregard compassion in their job processes. I ask them, don’t you feel a shred of mercy that leads you to close doors of hope and facilitate things for the people?”
The ruler stated that employees could write to him regarding cases needing his attention and would be rewarded for their kindness. He reminded them of the prophetic saying, “Whoever guides to good will have a reward similar to the one who does it.”
His Highness added, “We send a message to Sharjah’s employees: when a client facing a problem approaches you and it seems unsolvable, you should reach out to your manager for assistance. We do not wish to complicate issues that can be resolved with a simple word.”
“We implore our employees to keep compassion in mind before they say anything. They should understand that alongside the law, there exists the spirit of the law. Bring us matters that challenge your ability to resolve, so we can bear this responsibility together in front of God,” he concluded.
His Highness emphasized that they oversee citizens’ issues across various entities and strive to resolve them through various means. They have a program named “Mubarak” aimed at addressing citizen concerns while safeguarding their privacy, particularly in sensitive matters like family disputes, where discretion is part of the solution.
They actively monitor issues via “Direct Line,” the courts, and all government departments, leveraging financial resources, mediation, and advice to assist where possible. His Highness personally engages with citizens through phone calls and face-to-face meetings to offer support in resolving their problems.
Just a couple of days ago, he inquired about cases in the courts and was informed about a dispute between a citizen and his mother. He requested that the case be halted to prevent a confrontation in court and sought to meet the son. Upon conversing with him, His Highness questioned the son’s actions and expressed disappointment, leading the son to tears as he begged for forgiveness and pledged to comply with his mother’s wishes. The ruler then advised him to seek his mother’s blessing and assured him he would verify her approval personally. “We pray that happiness, goodness, and success be granted to all,” he affirmed.