Hi Tara,
It's tough to be the new sheriff in town. I would suggest posting a new Rent Collection Policy Notice on every unit's door that outlines the policy in bullet points, which is easier to read than a bunch of words, though you can and should quote the lease at the bottom. As for residents behaving badly in the Office, I am firm in my rehearsed response and teach it to all Team Members, including Maintenance (who want nothing to do with this topic. Hello? "Sorry, you'll have to call the Office about that.")
The residents who do not read their leases when signing and those that are just hostile in general because they have personal problems will continue to push back. They try to make it PERSONAL against you, DON'T TAKE IT PERSONALLY. Super hard to do when they attack your character. Stay strong - I'd back you up all the way! If anyone feels threatened in any way, you can banish residents who act like this from your office and do not be afraid to call in Maintenance and the Police for immediate danger (911) and non renew or evict for those transgressions.
Once the first person is evicted and then a second, your residents will start paying attention. That is when the sob stories start. Be empathetic, IF there is anything at all you can do to direct them to churches and charity organizations to help them get back on their feet, do that. Compile a print out to give those, still standing firm about eviction.
This is a problem for a majority of property managers hired to clean up someone else's mess. A couple of years from now, your property will have a whole different resident demographic and you will have an easier time of rent collection. Be consistent, be courteous, and stick to your policy.