Try to be understanding--callers are under stress and may not be at their best.
For abusive callers, get your shift leader who will get Alex.
For scared callers, try to be calm, patient and empathetic. For counseling and social services, refer them to 211 Big Bend (211 or 850-656-2437 or 211bigbend.org) or The Disaster Distress Helpline .