Is my case worker ignoring me?!

I’ve spent 2 weeks trying to get a hold of my caseworker. I’ve sent 2 emails and left 3 voicemails. Today, I spoke to a receptionist and he said he will escalate the issue by contacting her directly. He said she will contact me back soon but I received no calls or email responses. I know I can visit the office to see her, although it’s a MISSION to travel there due to the distance and my work schedule. I feel absolutely frustrated and upset… It shouldn’t be this hard to get a response. I will speak to the receptionist again before visiting the office.

I understand case workers have many clients so I want to give her grace, although 2 weeks is way too long. I was expecting to hear from her during 3-5 business days. Is this normal or am I overreacting?