The bottom line is, yes, the rules are often dumbfounding, frustrating and even infuriating. But the worker on the phone can do little about them. When you rail against the system, you waste valuable time you could better put to use discussing the ways the worker and the agency can help you and your family. Don't be afraid to work with an intern. Many social service agencies have them.
Interns gain invaluable experience working in real-life situations.
Personally, I loved working with interns because they reminded me of why I became a social worker. What they lack in experience they more than make up for in optimism and energy. Experienced people in the agency supervise them and their cases. Adopt a team approach . Make it clear you see the social service agency as a part of your care plan.