It was a small moment of clarity in an otherwise uneventful video chat.

I don’t have patience for this, I thought as I listened to the woman on the phone. As part of my job, I sometimes answer a hotline for people who have immigration-related questions about their lives in Israel. The hotline is supposed to be for quick calls—simple questions with little follow-up. As I struggled with this call, it became evident that the woman on the other end of the line had memory problems. I repeated the information she had requested. Then I repeated it again