Dubai: Working on shifts from 7.30am until 8pm is as much a part of her job for Makiya Mohammad Saleh Al Zarouni, a ladies counter supervisor at the General Department for Residency and Foreigners' Affairs (GDRFA) in Dubai, as it is to attend to people approaching the section for various services. "It somehow hard to deal with ladies but we can handle it," she said. "It is important to face the public with a smile," she says. Bader Al Hamadi, a special needs employee who worked for 15 years as a technician at the airport before being selected as a security system engineer at GDRFA's security information desk, says he is happy in his new job. Happy "I found myself. I feel no difference between me and my colleagues at work. I'm happy to be given the best chance to prove myself here," he said. Mohammad Rashid Burhaima, head of the Amer services unit, said the section receives public enquiries round the clock. "Amer offers different services including a toll- free ‘Amer service' for public complaints, suggestions and enquiries. The 24-hour service offers several communication options, such as toll- free number (voice), fax ,e-mail and e-chat," he said. Amer live chat services are accessible to the public from 10am to 5pm, from Sunday to Thursday. Hani Al Ammari, a customer service executive who is in charge of emergency cases, said: "I receive emergency calls from the public after events which happened when we are closed. Such cases may relate to deaths, people held at the airport due to visa issues or similar problems and we have to take urgent and immediate action without delay." Urgent Al Ammari said he transfers urgent calls immediately to the concerned section or official. Lt Sara Saeed Al Mutawa, project manger at the e-project management department at the IT section, said the department was also accessible through Facebook and twitter. "Our Facebook page is General Department for Residency and Foreigners Affairs and the same for twitter," she said.