At first, most callers are happy and polite. It gives them a sense there's light at the end of the tunnel. But moods change as the disaster wears on. Predictably, people living in temporary shelters or ravaged homes become tired, tense and testy. Eventually someone will say, 'My neighbor got inspected and I applied before he did.
Some people just call up mad.
Fay Roumillat has a straightforward answer. We might be tired, but they're homeless. I hate to go home at night when I know there's another applicant out there. It's a very rewarding job.