Work study award letter??

Im an incoming freshman and I accepted all of my financial aid things in my portal like a month ago, expecting to be able to sign up for jobs under work study, but they require a award letter which has not shown up in my portal… I called the financial aid office and they left me on hold for 30 minutes so I’m not sure what else to do other than email them but I want to make sure that I’m not just being dramatic and wasting my time. Any help?