Lang said many victims of crime expect that once the police are alerted, the accused will be promptly sentenced and jailed. In reality, it will usually be months before they can expect an outcome, and the outcome isn't always what victims want. The evidence isn't always strong enough to file charges. Charges are sometimes dropped. Juries acquit people.
Sentences fall short of expectations.
But along the way, Lang's job is to be there to keep victims abreast of their case, answer their questions, calm their fears and represent their point of view. She does so with a soothing, calm, patient voice that is eager to listen, interested and has a cheerful touch, even when delivering bad news. There isn't a better person for the job because she has patience and demeanor for the job. She is a departure from a criminal justice system that can seem indifferent to victims' private pain. She is a smiling face in a place where people have been wronged, assaulted, violated.