Um, excuse me.

[ She wouldn't be Estelle if she weren't trying to see the best in people. ]

I agree it is a bit strange, but... it sounds like this may not be the first time this sort of thing has happened here?

[ They have pamphlets, after all... Why would you have this much material and infrastructure in place for something you had no idea was going to happen? ]

Maybe they just feel it's their job to help new arrivals!