How come some of the employees that work for the state of Illinois so damn rude? Its not their money!!!?

My pregnant friend had to apply for assistance in the south suburbs in Illinois because she needed help.I went with her for support and the caseworker ( I will not mention her name) was so mean to my friend. I think some of these state employees need to have strict training in customer service. My friend is so sweet and just got caught in a bad situation.

Pure frustration and lack of service orientation, I guess the state has not done a good job in recruiting and or training