Hi Jimmy
I'm very sorry for the loss of your mum. I'll try to offer a few thoughts and suggestions about your problem. I understand that it's an obligation for you to have support and I'll speak on that basis.
Sorry too about your experience so far. It sounds as though the organisation you're dealing with may possibly have a lack of resources and or staff. Such is the way nowadays.
The first people I think of for bereavement support are Cruse, a non-profit organisation. I see their business address in Scotland is in Edinburgh (not sure where you're based) and I'm wondering if there might be 1-1 face to face support for you locally with them. Have a check through their site, it mentions slightly different support for those bereaved within the past six months and those bereaved beyond that time. There's opinion that for some, support after the first six months can be more beneficial at a time when family and friend support has decreased and people have passed through stages of grief.. You may want to make this point with your employer.
https://www.crusescotland.org.uk/how...rt-for-adults/
https://www.cruse.org.uk/
Regarding telephone counselling I have several years experience in carrying this out and recognise the pros and cons of it. I am given little choice but to offer anything but telephone or Zoom calls and find the majority of people are happy enough with it. I also recognise that some are disappointed that they cannot meet face to face and totally understand that sentiment.You may find a videocall a little better but for some it presents another layer of difficulty. I find people who choose telephone work way outnumber those who like a Zoom call.
The pandemic accelerated use of telephone and online work and many services have not returned or returned fully to offering in-person counselling, my employers mostly included in that.
I think many practitioners have become more skilled at giving support by these means in recent times though some undoubtedly still don't like it or buy into it fully. If it's the case that you have no other options, let's then consider a few positive aspects of it. I should say firstly that my own organisation's results since employing these methods have actually been slightly more successful, believe it or not! A key might be in the attendance figures.
With telephone counselling the only cue or clue to what's actually happening with the client is of course their voice. Active listening by the practitioner should always be of great inportance and this is increasingly so when there are none of the traditional cues and clues given by someone presenting in front of you. You can be sure that any practitioner is listening double-hard in my view!
From a practitioner's view on how they can help you they can have a range of resources and research at their fingertips online as you both speak.
Many clients enjoy that they can relax in their own environment at home. They find it less tense and anxiety-inducing than having to get to a building somewhere, sit in an unfamiliar room, out of their own comfort zone. Instead, they can sit at home and chat with a cup of coffee and let the session roll out.
I have had many clients who were at first dead set against telephone support but quickly settled into it after committing. I guess part of that is in the practitioner's skill and experience in working this way.
Let me know either here or by DM if I can answer any other questions for you mate.