The National Emergency Management Agency (NEMA) has urged its personnel to demonstrate compassion, professionalism and accountability in serving disaster victims.

The Director-General of NEMA, Zubaida Umar, made the call in an address at the agency’s 2026 Customer Service Week (CSW) celebration on Wednesday in Lagos.

The theme of the celebration is “The Extra Mile.”

Ms Umar was represented at the event by the Head of Lagos Operations, Mohammed Olatunde.

She said humanitarian service required more than efficiency, as the agency often served displaced families, vulnerable communities and people facing difficult circumstances.

“Consequently, humanitarian service delivery requires more than efficiency.

“It requires compassion, responsiveness, professionalism, accountability, inclusiveness and a genuine understanding of the needs and dignity of the people we serve,” Ms Umar said.

She noted that service quality in disaster management could affect lives, livelihoods, recovery and public confidence.

According to her, floods, conflicts, fires, epidemics, building collapses, windstorms, drought and other emergencies continued to place significant demands on the agency.

Ms Umar said the challenges required continuous improvements in preparedness, response, recovery and disaster risk reduction.

She said NEMA had strengthened its operational presence through its zonal and operations offices and sustained collaboration with state emergency management agencies, local governments, security outfits and humanitarian organisations.

The director-general said the agency also collaborated with other stakeholders on disaster assessments, search and rescue operations, early-warning activities, public sensitisation, relief interventions and emergency coordination.

“These efforts demonstrate that humanitarian service is not an abstract concept.

“It is a responsibility that must be demonstrated through what we do, how quickly we respond, how we communicate and how we treat people,” Ms Umar said.

She commended personnel and stakeholders working under demanding circumstances to fulfil the agency’s mandate.

Ms Umar called for a workplace culture that encouraged responsiveness, respect, innovation and accountability.

She said management had a responsibility to provide the systems, resources, capacity and leadership required for effective service delivery.

On collaboration, she said the scale and complexity of disasters made it impossible for NEMA to act alone.

She stressed the need for stronger communication, coordination, consultation and stakeholder participation.

“A stakeholder who is properly informed can become a partner in prevention,” the director-general said.

Ms Umar said the agency’s ultimate measure of success must remain the difference it made in the lives of people and communities affected by disasters.

She also commended NEMA’s SERVICOM Unit for promoting service excellence and customer-centred service delivery.

The director-general thanked personnel and partners for their dedication and support.

The event featured a colourful display of traditional attire by the agency’s staff.

Stakeholders present included the Federal and State Fire Services, the Disaster Management Unit of the Nigeria Police, a representative of the Disaster Unit of the Nigeria Security and Civil Defence Corps, and the media. 

(NAN)