From trauma to hope: The untold stories of Dubai Police’s victim support team

Dubai: When most people picture police work, they imagine flashing lights, high-speed chases, and criminal investigations.

But in Dubai, there is another equally vital side to the force, one rooted in empathy, care, and emotional support.

In an exclusive interview with Gulf News, Major General Hareb Mohammad Al Shamsi, Deputy Chief of Criminal Investigation at Dubai Police, revealed how the city’s police force is going beyond traditional law enforcement to help victims heal, recover, and rebuild their lives.

“Every case is more than just paperwork. There is a person behind it, sometimes a whole family who needs help,” said Major General Al Shamsi.

Supporting victims

Last year alone, Dubai Police handled over 22,295 victim support cases, ranging from theft and traffic accidents to emotional crises, domestic disputes, and fires. Some involved UAE nationals; others were expatriates and tourists. In some instances, even people abroad received support and updates from the Dubai Police.

“Whether the victim is in the UAE or overseas, our responsibility does not end when the case is closed. We follow up, we support, we care,” said Major General Al Shamsi.

In fact, 169 victims outside the UAE were contacted last year as part of the force’s global outreach, offering updates and assistance.

Real-time support

A key pillar of this support system is the Smart Victim Communication Service, a digital tool that keeps victims informed on case developments, allows them to raise concerns, and ensures their queries are resolved within two working days.

Al Shamsi explained: “We make field visits, coordinate legal proceedings like custody and visitation rights, and resolve disputes peacefully when possible. We are also working to integrate our smart system with external agencies, charities, government bodies, and even international organisations, so we can extend quicker aid like financial assistance without the victim needing to return to the UAE.”

He said that behind each case number lies a powerful story, one that illustrates the heart of the department’s mission.

A tourist’s ordeal

One such case involved a tourist who sustained severe injuries in a Dubai taxi accident. Hospitalised with multiple fractures, her medical bills soared past Dh105,000. The Victim Communication Team coordinated directly with the Roads and Transport Authority (RTA) to ensure the insurance company covered the full treatment cost.

The woman, who was left paralysed, also received a wheelchair and six months of physical therapy, all arranged by the department. Dubai Police further worked with the General Directorate of Residency and Foreigners Affairs to waive accumulated fines, easing the family’s burden.

Missing girl

In another case, a panicked family reported their daughter missing. Officers discovered the girl hiding on the rooftop of her home, overwhelmed by fear after receiving poor school grades. She had left behind notebooks with troubling drawings.

The police calmed the family, arranged a safe reunion, and encouraged them to seek mental health support. The girl’s father suspected she might be experiencing early signs of depression, prompting her mother to seek professional help.

Justice with compassion

Whether it is helping a grieving parent, ensuring justice in a courtroom, or simply showing up to offer comfort, the Dubai Police Victim Communication Team continues to make a profound impact.

“Our job is to uphold justice, but with compassion. We do not just solve crimes, we help people rebuild their lives,” added Major General Al Shamsi.