Joining the queue at Work and Income: Where no one seems happy

The blonde-haired man wearing a singlet, shorts and jandals across from me is clearly nervous. He has one leg crossed over the other, the upper foot jiggling a jandal loose, as he fills in a form on a clipboard. 

In a friendly tone he tells the woman with the monotone voice that it's his first time at Work and Income. He was made redundant and has been looking for work but despite lots of interviews he still hasn't found a job. Now he needs a bit of help. He says this in a pleasant, conversational way but it's clear this admission is difficult for him.

She looks up, but not directly at him, passes across a form and replies: "You need to fill out page 12 and 13 and list the costs you want help with. Take a seat to your left."