DA-SPC-302:   
Sofia Navarro

Sofia Navarro expected her father's donor registration to bring clarity, but delayed referral and fragmented communication left her family waiting for hours without clear guidance. She is not opposed to donation, but her trust in the system has been damaged before the advocate ever arrives. The advocate must acknowledge frustration honestly, rebuild trust through transparency, and distinguish their role from earlier failures without becoming defensive.

• Acknowledging frustration without becoming defensive
• Rebuilding trust after a delayed referral and poor communication
• Distinguishing the advocate's role from the earlier system failures without denying them
• Responding honestly to accountability questions
• Maintaining emotional steadiness when a family member is frustrated with the process