Beyond the bureaucratic nightmare, stigmatization of government assistance is terrible. When one considers the shape of wealth inequality in the US, the cruelty expressed by the prejudiced employee is likely due to their perception of the novelty and some entitlement to abuse the power dynamic. Not excusing or downplaying the event, marginalized people (including but not limited to those with disabilities) regularly experience indignities built into many institutions. Despite being visibly White, the concept US whiteness since it's inception has always been amorphous, exclusive by design, and generally adjusts definition based on the complicity to harm the 'other'.