The Difficulties with a Client Based Job

I have had more trouble than usual today trying to get through to clients. It becomes very frustrating because they are emotional and upset, as anybody would be after a disaster, and sometimes that makes it hard to ask the tough the questions and get the information we need. We do offer rental assistance for certain clients on a case-by-case basis. However, we have to get documentation on how much their last rent was, how much they can put towards the new rent, the new rent per month, a signed lease and a landlord verification. We ask that the client obtains all of this and then send it to us because we want them to be very active in their recovery. We really want our clients to be motivated to do their best at rebuilding their life after the disaster. Many of the clients are still overwhelmed and scared and this makes it hard to get some of the information. You have to be extremely sensitive to their situation, but you also have to be able to get the information you need to help them. Sometimes this requires calling everyday and asking them the same questions until it really sinks in that we can't offer assistance without this information. I think it is so difficult for the client to have to do so much additional work when they have lost their home, belongings and somtimes even family members, but we have to do it like this to make sure that they took an active role in their recovery.