What Nagengast didn’t realize was that she’d called the Jimmy John’s restaurant in Columbus.

The young woman who answered the phone, Lupe Rodriguez, passed the receiver to her manager, Jason Voss.

“She was a little panicky,” Voss said of Nagengast. “At that point, I figured I should take a minute to think about it — it was obviously not someone making something up. It was an actual situation going on.”

Voss couldn’t leave the restaurant, but he also didn’t want to put anyone on the spot. So he called Jimmy John’s driver Zach Hillmer to talk it over with him.

“There was so much we didn’t know, what could happen, how it could fall to us,” Voss said.

Hillmer, a veteran himself, called Nagengast to find out where her brother lived.

Nagengast said she became confused. She asked him why another social worker hadn’t given him her brother’s details.