We have been trying to get counseling for a young ...

We have been trying to get counseling for a young man at Oscar Smith for a few months now. About 3-4 weeks ago, a woman from CIBH called him to let him know she would be calling back to schedule an intake. She called from a blocked number, and never called him back. This young man is having a really difficult time right now, so we reached out again this Monday and someone did an intake that same day (hallelujah!) but then said they would call back to schedule his first appointment, and did not. It is now late afternoon on Thursday, and no call yet.
I have no doubt that CIBH is insanely busy right now, and probably short staffed. But PLEASE don't tell a young man who NEEDS your help that you will get back to him, and then don't do it. Now you are just another person in his life who doesn't do what they promise to do. Heartbreaking.