Every department within an organization contributes to the success (or otherwise) of the organization. It’s okay to say, “Sorry, that’s not my department.” as long as we follow it with, “But I’ll get you to someone in the right department who can take care of you.”
When we simply say, “Sorry, that’s not my department (or my job).”, we’re not only saying we don’t care about the person asking for help, we’re saying we don’t care about the success of the organization for whom we work.
Customer-focused companies empower all employees to take care of customers.
That could mean:
It is never enough to simply say, “That’s not my job.”, “That’s not my department.”, or “That’s not my problem.”
If it’s a problem for the company (or even potentially a problem), you need to be concerned about it.