Whenever the initial contact is by telephone or e-mail, principally the latter, we have to take steps to verify the name and mailing address of the inquirer. We don't mind providing information or even answering the same question more than once. Many people in expressing their gratitude for our information service have noted that they particularly appreciate having a source for answers in which they have confidence. The fact that these are often not the answers they want to hear does not seem to matter all that much. The next level of service, which we describe as assistance, is related to those inquiries which appear to require more follow-up than a simple answer to a question but are not so complex as an actual case.
All cases are complex and most take more than a year to be resolved.
Our aim is to resolve a case as informally and at the lowest level possible. If this cannot be done, we will prepare the documents of appeal for the client's signature. When an appeal is made to the Holy See, we can recommend a canon lawyer in Rome who can represent the client as an advocate. Besides, the Foundation does not have and has never sought standing to represent parties before any offices or tribunals of the Holy See. Whatever level of service the Foundation provides, the Action Officer is the key to the process.