We try to get the parent to step back from their emotions and help them figure out the outcome they want for their child. We walk backwards from there.

All that information is put in one place that's easy to access and in an organized fashion so that they have the tools if they need to advocate on their child's behalf right there if they need them.

That one-on-one time, letting them know that they are not alone and there is someone out there who will listen and offer support can make a world of difference. Being a parent of a child with a disability is a lifelong journey, and sometimes it can feel like you're on that journey alone. We try to provide our clients with the support so that they know they are not alone and there is help out there.

Sometimes it starts with a simple phone call and then listening. Listening is such an important part of what we do. Sometimes, all someone needs is someone to listen to them. Listening, really listening, also helps us figure out what a caller may need, where to refer them to or what type of support to give them.

Our job is not to take on the role of advocate. Rather, our job is to provide the individuals or parents with the resources and support so that they have the skills, the knowledge and strength to take on whatever issues are facing them. Sometimes they just need someone to listen to them, but other times they need to know where to turn and what to do.

It's probably a little bit of mixed emotions. As long as we kept our defense there, that would help us get back in the game.