Amid the clutter of desks, files and other materials lies the ability to turn the tears and anger of frustrated individuals with disabilities or parents with children with disabilities into a formidable power that can triumph over recalcitrant schools officials, indifferent health care providers or even insensitive family members or business owners.

"Our job is not to take on the role of advocate," said center director Ivor Weiner, a special education professor at Cal State Northridge. "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."

The center opened on the campus 12 years ago, under the direction of retired special education professor Ann Bisno, as the Family Focus Resource Center. It served families with children from birth to age 3. Four years ago, Bisno added the Family Focus Empowerment Center to serve families with children from ages 3 to 22 years. After Bisno retired last year, Weiner assumed the directorship and recently combined the two entities under the name Family Focus Resource and Empowerment Center.

The center is supported by $326,000 in annually renewed grants and funds from the California Department of Education and the North Los Angeles County Regional Center. It has only one full-time employee. The remaining 14 staff members work part time with assistance from CSUN students.

The Family Focus Resource and Empowerment Center provides free information, referral and support services for individuals with developmental disabilities, their families and interested parties within the San Fernando, Santa Clarita and Antelope valleys. The center offers seminars, access to literature and research on various disabilities, support groups and training on a variety of subjects, from laws and legal rights to acting as an advocate for children.

The center's clients range from parents who've just learned their child has a disability and don't know what to do, to adults with disabilities who are frustrated by the lack of tolerance they encounter while trying to conduct business. Through training, one-on-one support or over the phone assistance, it helped more than 5,000 families last year.

"Sometimes it starts with a simple phone call and then listening," Weiner said, adding that the center operates a 24-hour answering service that promises a response within 24 hours of a call. "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.

"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," Weiner said. "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."

Among the first things anyone who calls the center gets is a three-ring binder, or record notebook, and training on how to use it. The binder is divided into sections with specific areas for business cards, medical history, school records and other important information.

"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," Weiner said.

A center support provider will have a one-on-one conversation with clients to determine what their goals are, and then help them figure out the best way to get there.

"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," Weiner said.

Sometimes, Weiner said, the only solution may be to contact a lawyer, but not usually.

"More often than not, the issue is miscommunication," he said. "If you have a well-documented case, demonstrate a willingness to work with the particular agency to come up with a solution to the problem, or offer a solution with suggested resources, you can usually get a satisfactory outcome. Our job is to empower the parents to make that case, help them come up with a solution and help them identify the resources that can help them attain that solution."

For more information about the center, call (818) 677-5575 or (818) 677-6854.