Continued Disrespect

"[Agency name] [house name], this is [staff member]."

"Hi, I'm trying to get a hold of Amy [last name]."  I did no say who I was, and I do not know this staff member.

"She's in her room screaming right now."

This is NOT an appropriate way to answer the phone at someone's house.  In addition to it being completely disrespectful, do these people have no heart?  HER MOM IS DEAD.

I am so sick of this house, and these people.  Amy is going to get out of this place, but they will keep treating people this way.