Sharjah Ruler Urges Employees to Embrace Compassion When Enforcing the Law

Sharjah's ruler has called on government employees to make life easier for residents dealing with bureaucratic problems. Sheikh Dr. Sultan bin Mohammed Al Qasimi wants staff to escalate difficult cases up the chain of command and directly to him if needed, rather than leaving people stuck in administrative limbo.

Speaking on a phone-in radio show called "Direct Line," Sheikh Sultan questioned how many people facing problems actually get the chance to voice their concerns. He criticized employees who follow rules strictly without showing any compassion in their work.

"When a customer comes to you with a problem and you see no way out, you should call your manager and ask for help," he told government workers. "We don't want to be rigid when dealing with people's problems or complicate things when they can be solved with just one word."

The ruler emphasized that employees should put mercy before everything else and remember that laws have both letter and spirit. He wants staff to refer difficult cases upward and clear their conscience before God by ensuring problems get proper attention.

Sheikh Sultan runs several programs to help residents. The "Mabarra" program handles citizen problems while protecting their privacy, especially for sensitive family issues where discretion prevents outside interference. He also monitors cases through the radio show, courts, and various government departments.

He shared a recent example of his hands-on approach. When told about a court case between a citizen and his mother, Sheikh Sultan stopped the legal proceedings. Instead of letting them face each other as opponents in court, he met with the son personally.

"I asked him why he did this and scolded him. He felt so much regret that he cried and said 'forgive me, I'll do whatever you want me to do,'" Sheikh Sultan recalled. "I told him to do what his mother wants, go kiss her feet, and ask for her forgiveness. I called his mother afterward to make sure she was satisfied."

This direct intervention shows how Sharjah's leadership tries to resolve family disputes through mediation rather than formal legal battles. The approach reflects traditional values where family harmony takes priority over strict legal procedures.

For government employees, the message is clear: bureaucratic rules shouldn't become barriers to helping people. The ruler wants a system where compassion guides decision-making and difficult cases get escalated rather than dismissed.