The National Emergency Management Agency (NEMA) has urged its staff to prioritise compassion, professionalism and accountability in providing services to disaster-affected persons.
Mrs Zubaida Umar, Director-General of NEMA, gave the advice in a keynote address at the agency’s 2026 Customer Service Week celebration on Wednesday in Kaduna,
Umar said humanitarian service required empathy, responsiveness and respect for the dignity of vulnerable persons, displaced families and communities affected by disasters.
Represented by Halima Sulaiman, Head of Operations, Kaduna Office, she said the quality of service delivery could influence lives, livelihoods, recovery and public confidence in the agency.
The DG said NEMA continues to collaborate with state emergency management agencies, security agencies, humanitarian partners and other stakeholders to strengthen disaster preparedness and response.
She listed the agency’s interventions to include disaster assessments, search and rescue operations, early warning, public awareness, relief distribution and emergency coordination.
Umar called for improved communication and coordination among stakeholders, stressing that effective disaster management required collective action.
She also urged management to provide staff with the resources and capacity needed to deliver efficient services.
“A stakeholder who is properly informed can become a partner in prevention,” she said.
The DG commended the agency’s SERVICOM Unit and staff for promoting service excellence, urging them to remain responsive, respectful and accountable.
The celebration was held under the theme, “The Extra Mile”.