Do they EVER answer the phone?! I know who my case worker is but don't know her extension. I've tried and tried to call during business hours but never get an answer.

I don't know I have never tried to call them or my case worker so I can't give you a good answer on your guestion sorry

Hell no better off going in person

Call and give casework's name and they'll give you he/she number. The last four digits is the extension to your casework. They are supposed to return the call in 24 hour. If not return the to supervisor.