My dad was a former health service employee, and my mum had to deal with the pensions section in the weeks after his death. This was very traumatic for her but she was determined to do it herself. One member of staff was outstanding in his support for her. On every phone call, he always explained what was happening and the next steps to her. For example he told her he would ring Revenue for her and get the name of someone who would deal directly with her and ring her back – he did exactly as he had promised and did so within an hour.
This support made things much easier for my mum than they might have been and I am so grateful to him.