(COLORADO) — Many across Colorado have faced challenges since the pandemic, with some able to overcome the adversities and work through it while others are still rolling with the punches — this is the case for The Resource Exchange (TRE), which serves close to 12,000 across Colorado. TRE partners with people in El Paso, Pueblo, Teller, and Park Counties who have a variety of disabilities, delays, mental health, or long-term care needs, and connects them with resources including caregivers. Recently, some viewers reached out to FOX21 News to voice their experiences with TRE, with some alleging the organization has not returned their calls. Janice McAllan began working with TRE when she became blind after LASIK surgery. McAllan said through TRE, she was assigned to a caregiver, and after going through three different ones; she found the perfect match. "I finally got this one and they are so very good," said McAllan. "They are very open, they're very communicative." McAllan added a caseworker also helped her apply for grants through TRE, and she was given nearly $14,000 to make her home more accessible. Then, McAllan said her caseworker at TRE suddenly went radio silent in 2023 . "I started calling my caseworker beginning of November or September, and no callback," McAllan explained. "But they do say on their voicemail that they have two days and if they don't call back, call their supervisor. So then I called the supervisor. Their voicemail says the same thing, but I never get a call back." Now, McAllan said her caregiver is going unpaid and she worries she may have to pay out of pocket. FOX21 News reached out to TRE, which blames "short-term challenges" for the recent issues it has faced. TRE said the issues began during the pandemic, when TRE said no one had to reapply for their disability services, in addition to an increased need for services, a new IT system, and a new case management agency. "We're talking the tens of thousands. So really large numbers, and that transfer of information didn't happen well for people," said Colleen Batchelor, CEO of TRE. "It confused many people in services and just created, again, more disruption in the system. So that was happening in the latter half of 2023 as well. Then also in July of 23, we had a new data system released by the [Colorado Department of] Health Care Policy and Finance that continues to this day to not be performing as it was intended." TRE said it is working on eliminating the backlog. "We've added staff to our team to make sure we've hired ongoing staff," said Laura Thomas, Director of Service Coordination. "We've hired temporary staff just to make sure that we really are addressing all the needs that come in the door as quickly as possible for members. I think that it's important for members to know that we acknowledge where we are struggling. We recognize it, and we're working really hard to make sure that we meet their needs and we know that we'll get there." At the moment, Batchelor said she believes TRE will have all of the backlogs completed before the end of the calendar year. Both Batchelor and Thomas said the TRE is working to fix these issues as soon as possible to continue serving the community. They recommend people who may be facing challenges with TRE, getting through their caseworker, or any other issues file a complaint online via tre.org.