Guiding 9/11 Survivors and Families with Compassion, Clarity, and Care
For many 9/11 survivors and families, the first call to a law firm can be the hardest one to make. As a Client Relations Manager focused on 9/11 benefits at Pitta & Baione LLP, Steffany Polanco is often the first voice someone hears, one who listens closely, asks thoughtful questions, and immediately begins building the foundation for a strong and supportive relationship. Her work sits at the center of the intake process. She reviews cases, gathers essential information, and helps clients understand the path toward both medical and financial relief through programs like the World Trade Center Health Program (WTCHP) and the Victim Compensation Fund (VCF).
A Clear Role with a Human Purpose
When new clients ask Steffany what she does, she keeps it simple: “I’m your first point of contact. I assess your situation, determine what you need most urgently, and make sure communication flows the way it should.” Her role requires exceptional organization, deep empathy, and a steady, reassuring presence for people who are experiencing some of the most difficult moments of their lives.
Supporting Clients from the First Call
Steffany’s days begin with case review calls designed to understand each client’s history and needs. This includes gathering information clients may not have at their fingertips, coordinating with the WTCHP and VCF, and requesting documents that support the client’s eligibility for 9/11 benefits. Once she opens and registers a claim for a client, she remains a consistent point of contact, answering the client’s questions and assisting with medical program certifications when a case is especially urgent or complicated.
Clients often turn to Steffany months or even years after their first conversation, a reflection of the trust she builds.
Setting Expectations with Honesty and Care
Many 9/11 claims are challenging because of the passage of time, which is why Steffany believes clients deserve full transparency from day one. She explains what clients can expect, helps them understand timelines in their cases, and helps survivors understand exposure zones and eligibility in plain, accessible terms. Her communication style is built around helping clients understand exactly what’s happening and why.
Steffany understands how much courage it takes to pick up the phone and share a story that may involve someone’s illness, loss, or fear for the future. She listens closely to what clients say – and to what they don’t. Clients describe her as patient, reassuring, and deeply respectful.
Steffany chose this work because she feels a profound connection to the people who lived through 9/11 and its aftermath. This connection motivates her every day, especially in moments like helping a client with past enrollment denials finally get accepted into the WTCHP.
Her role has grown significantly over time, thanks in part to the mentorship of partners Christopher J. Baione and Matthew J. Baione. She now works across departments, coordinating with attorneys, paralegals, claim managers, and specialists to create a seamless experience for every client.
Life Beyond the Office
Outside of work, Steffany centers herself through prayer and meditation and fuels her curiosity through books, documentaries, and podcasts focused on human behavior, politics, and history. And when she wants to unwind, she enjoys a good game of Mahjong.
Steffany’s dedication reflects the values of Pitta & Baione LLP: skilled support grounded in compassion, clarity, and respect for every survivor seeking help with their 9/11 claim.
