The small shelter along the Texas border to Mexico held 60 beds and a little playground for children. Rooms were equipped with toys, books and crayons. To Colleen Kraft, this shelter looked, in many ways, like a friendly environment for children, a place where they could be happy.

But the first child who caught the prominent pediatrician’s attention during a recent visit was anything but happy. Inside a room dedicated to toddlers was a little girl no older than 2, screaming and pounding her fists on a mat. One woman tried to give her toys and books to calm her down, but even that shelter worker seemed frustrated, Kraft told The Washington Post, because as much as she wanted to console the little girl, she couldn’t touch, hold or pick her up to let her know everything would be all right. That was the rule, Kraft said she was told: They’re not allowed to touch the children.

“The really devastating thing was that we all knew what was going on with this child. We all knew what the problem was,” Kraft said. “She didn’t have her mother, and none of us can fix that.”