You know you have to say NO sometimes, even if you don’t want to. When those conversations come up, focus on the person requesting your time and listen to everything the person is saying. Cushion all of your replies with, “I wish we could get that done for you.” Tell them what you can do. Do not throw your agency under the bus or say anything disparaging. You work for that agency. They make the rules, not you. You uphold the rules. You don’t need to agree with the rules but as long as you work there, you need to support them. If you can’t do that, then you have a different decision to make. Disparaging your agency is passive-aggressive behavior. It is extremely destructive and never appropriate. If you have to say no, say no, and then focus on what options are open for making a way forward.