Trying to support someone in treatment — need advice

Someone very close to me just entered a recovery program. There is a 28-day “blackout period” where no outside contact is allowed, which I understand and am respecting.

His parents were the ones who dropped him off. Unfortunately, I don’t currently have a good relationship with them due to past lies that were told about me, so I don’t have a way to get information through them. I also honestly don’t know whether I’m even on his approved contact list.

I did speak to a staff member at the facility who said they see him almost every day and told me they would ask if he needed anything. They also said they would call me back the following day, but I never heard from them again. When I tried calling the front desk, no one answered, and when I texted the staff member, I received no response.

To be clear, I am not trying to violate the blackout period or obtain personal/private information. My only intention was to make sure he has basic items he might need (toiletries, comfort items, etc.) if that is even allowed.

The person in treatment has also been previously diagnosed with borderline personality disorder, which adds another layer of concern and confusion for me in terms of communication and past situations.

Now I’m unsure: • How a resident’s support system can help during the blackout period • Whether you must be on a specific list to send items • How people are chosen for that list or added to it • If it’s normal for staff to offer a call back and then not respond

Has anyone had a similar experience with a recovery facility? Is this level of limited communication normal during blackout? How do these places usually handle outside support when contact is restricted?

Any insight would be appreciated.