Putting Callers First: A Hierarchy of Care and Commitment at Maryam Support Line
At Maryam Support Line, we believe that the needs of our callers must always come first. This commitment forms the foundation of our hierarchy of care, where callers sit at the top, followed by volunteers, donors, employees, and then leadership. Our approach reflects not only a best practice model but also aligns with core Islamic teachings that emphasise the rights of others and the responsibility to act justly. In this blog post, we will explore how our commitment to putting callers first is rooted in our ethics, supported by Quranic principles, and reflects the values that guide our organisation.
The Islamic Foundation for Prioritising Callers
In Islam, the importance of considering the needs of others and acting with justice is paramount. Allah (SWT) says in the Quran: "Indeed, Allah commands justice, kindness, and giving to relatives and forbids immorality, bad conduct, and oppression. He admonishes you that perhaps you will be reminded." (Quran 16:90).
This verse reminds us of our responsibility to act with justice and fairness, especially when serving others. Oppression, known as zulm in Arabic, is broadly defined in our faith as the act of unjustly harming, violating, or denying others their rights. We believe every service user has the right to a professional session with Maryam Support Line and our ethics code, outlines what we endevour to personify for both internal and external stakeholders. As a support line, our highest commitment is to ensure that callers receive help, understanding, and the respectful treatment they deserve, free from any form of oppression or neglect.
Ibn Taymiyyah defined oppression against others as violating the rights, freedoms, or dignity of others, whilst Imam Al-Ghazali understood avoiding oppression to be part of maintaining Taqwa (consciousness of God), as it aligns with justice, which is one of the highest moral virtues in Islam.
Another verse that guides us is: "O you who have believed, be persistently standing firm in justice, witnesses for Allah, even if it be against yourselves or parents and relatives. Whether one is rich or poor, Allah is more worthy of both. So, follow not [personal] inclination, lest you not be just." (Quran 4:135). This call to stand firm in justice applies to everyone in the Maryam Support Line hierarchy, reminding us to prioritise the genuine needs of those we serve, regardless of personal or organisational interests. Every decision we make, will have the rights of callers as the first and foremost consideration.
Maryam Support Line's Ethics Code: Upholding the Rights of Callers
Our ethics code is designed to protect callers and guide everyone in our organisation on their responsibilities. At its core, the code is based on principles of respect, empathy, and accountability. Below are the primary values and how they apply in our hierarchy:
Respect and Dignity: Each person is treated with respect and dignity, and this respect is most crucial for our callers, who may be experiencing stress, fear, or vulnerability. For example, volunteers are trained to listen attentively and with compassion to every caller, honoring their story and emotions without judgment. This reflects the hadith in which the Prophet Muhammad (PBUH) said, "Whoever relieves a believer’s distress of the distressful aspects of this world, Allah will rescue him from a difficulty of the difficulties of the Hereafter." (Sahih Muslim). By prioritising our callers' needs, we are fulfilling our duty to alleviate distress and uphold the dignity of those we serve.
Transparency and Integrity: Honesty and transparency are fundamental to our organisation’s integrity. callers need to know they can trust us to protect their information, act in their best interests, and provide accurate information. This applies not only to interactions with callers but also in our dealings with donors and other stakeholders, who trust that resources will be used responsibly. By embedding integrity, we ensure that our services align with Islamic values of honesty and truthfulness, as commanded by Allah (SWT): "And do not mix the truth with falsehood or conceal the truth while you know [it]." (Quran 2:42).
Accountability and Justice: Accountability is key to maintaining excellent care standards within our hierarchy of support. Volunteers, employees, and trustees are held accountable to ensure that every service user receive the much needed support. If a service user feels neglected or mistreated, they have a right to express their concerns, and our organisation is committed to addressing these fairly. This principle prevents any form of oppression or misuse of authority, as taught in the hadith: "Beware of oppression, for oppression will be darkness on the Day of Resurrection." (Sahih Muslim). By adhering to this principle, we avoid placing our interests above those of the callers we serve.
Real-World Application: Examples of Ethics in Action
To illustrate how we prioritize callers, here are examples of scenarios that may arise and how our hierarchy guides our response:
Care Commitment: Suppose a volunteer receives a call from a service user who is in crisis and needs urgent support. In such situations, the volunteer’s role is to give the service user undivided attention, following our guidelines. While the volunteer may have other responsibilities, during the call their priority is to focus on the immediate needs of that caller, fulfilling the duty of care that our ethics code demands.
Trustee Decisions: Trustees hold an essential role in overseeing Maryam Support Line’s strategic direction. However, any decision made by trustees, such as setting policies or adjusting programs, must be evaluated based on its impact on callers. Trustees are encouraged to consider how each decision aligns with our ethics code and hierarchy, prioritising the well-being of callers above all.
Final Thoughts
At Maryam Support Line, our hierarchy of care reinforces our commitment to putting callers first. Rooted in Islamic principles and upheld by our ethics code, we ensure that every decision, action, and interaction aligns with our responsibility to serve others justly and compassionately. By recognising the prioritised needs of each group within our hierarchy, we maintain a clear sense of purpose: to provide a safe, supportive, and respectful environment where callers can receive the care they need and deserve. Inshallah, by fulfilling this duty with sincerity, we hope to follow the Prophet’s example in being a source of mercy and support to those in need.