Debbie,
Have the mom substitute ice for the warm water soaks.  Sometimes when the
breast is very full, the milk sinuses are compressed by edema and milk flow is
impeded.  Using ice will help reduce the interstitial edema and allow the milk
to flow again.  Mom might like to increase the number of pumpings as well to
avoid engorgement in the first place.  She might also do better with another
type or brand of pump.  Selection of pumps is an incredibly individual thing,
in my experience.  I have sent mothers to other depots for another brand of
pump if the one I rent does not work well for them (rarely).
Catherine Watson Genna, IBCLC