How do you explain to someone in need that you are unable to assist them?

"When I worked as a manager in an adult rehabilitation center, we had very little space and a long list of individuals seeking addiction treatment in a residential setting. Because the supply could not meet the demand, it was my job to meet privately with individuals who did not qualify for assistance. I always apologize when I am unable to help a client and acknowledge their emotions. Then, I provide them with a prepared package of detailed information about alternative rehabilitation facilities serving the community. Once I help them establish contact, I always arrange for transportation to any of these facilities if they need it."

"When I worked as a client assessor for the Meals on Wheels program, we frequently received service requests from individuals who did not qualify for the program for technical reasons. The basic disqualification was a demonstrated ability to procure food daily, but sometimes they also lived outside of our service area. In the former case, I would explain our rubric for determining this qualification. In the case of the latter, I would direct them to agencies that provide food in their area."

Non-profit employees should be able to handle these difficult conversations with poise, respect, and dignity. Share with the interviewer how you would address the client and connect them to alternative community resources that may be able to help them.