“We are actually trying to provide food, shelter, toys and clothing to double the number of families we served last Christmas, and in the midst of the growing need we are seeing fewer people donating at our virtual and physical kettles.”
Apart from offending a substantial portion of their base (way to go Sally Ann), if they are seeing "double the number of families we served last Christmas" you might actually expect 1/2 the normal contributions from these newly destitute families.
Sadly, although one of the few helps in times of trouble, with no strings attached, they are one of the few charities that doesn't sink the majority of their donations into "administration" and exorbitant salaries. Too bad they were this foolish.
I had heard for years that behind closed doors they were very very judgmental of the people they served. If so, this may well have prompted their foolish admonition.