Client Services Manual

EAGLES FLIGHT ADVOCACY AND OUTREACH CLIENT SERVICES

ABOUT OUR CEO, PAMELA ALLEN

Pamela Espurvoa Allen is the founder, president and advocate for Eagles Flight Advocacy and Outreach. Pamela is the wife of Tim Allen, they have a combined family of seven children, three of which have disabilities. She has been a special needs advocate for 16 years and a refugee advocate for 5 years. Pamela is also the special needs ministry director and consultant for Summit Christian Center. Pamela advocates for parents who have complications with the special education process and want the proper services for their child. Special Education Law can be confusing especially when parents are new to a diagnosis. Training and Representation in the ARD meeting are just a few of the services offered to assist parents with special needs children.

Pamela provides training on proper interaction between law enforcement and the special needs population, behavior modification and autism awareness. Pamela is certified/trained in the following: crisis counseling, applied behavior analysis, effective communication and dispute resolution. Pamela also consults with Churches as they strive to minister to the special needs population. Having lived throughout the United States and Europe, Pamela has seen the effects of having a special needs child and the impact it has on the family and community. Pamela is dedicated to assisting parents to rise above the challenge of a diagnosis.

Pamela Allen built Eagles Flight Advocacy and Outreach into a multi service agency. Providing a path for restoration, refocus, and empowerment.

INDEX:

1. GENERAL INFORMATION

1.1       Mission Statement

1.2       Location

1.3       Days & Hours of Operation Daily

1.4       Administrative Staff Directory

1.5       Resource Wall

1.6       Non-Discrimination

2. EAGLES FLIGHT SERVICES

2.1 Kym’s Kupboard

2.2 Lillie’s Legacy

2.3 Loads of Love

2.4 Jovonie’s Hugs

2.5 Empowerment services

2.6 Danielle's legacy of love

2.7 SEASONAL- Summer Animal Play

2.8 SEASONAL, Summer Feeding Program

2.9 Thanksgiving Blessings

2.10 Christmas Gifts

2.11 Advocacy

 

1. GENERAL INFORMATION

1.1 Mission Statement

 The Mission state for Eagles Flight Advocacy and Outreach is “To Bring help and hope to children and families in crisis”.

 1.2 Location

Eagles Flight Advocacy and Outreach is located at the Rogena Reed Center 216 Purcell Street, San Antonio, Texas 78237. The Main Phone/Front Office: (210-264-2781)

 1.3 Days & Hours of Operation Daily

 9:00AM to 3:00PM Monday through Thursday.

Annually Observed Holidays: Easter Holiday, Thanksgiving Holiday, Christmas Holiday, Independence Day, New Year’s Day

1.4 Administrative Staff Directory

Executive Assistant, Maricella Avila (210-264-2781) | Director of Empowerment Services, Joshua Young (210-816-2492) | Pamela Allen (210-548-0740)

1.5 Resource Wall

 Eagles Flight Advocacy and Outreach staff members will update the resource wall with information that our clients will need to include: Medical, transportation, utilities and rental assistance, and prescription medication assistance.  We will also have an area for comments, compliments, and complaints.

 1.6 Non-discrimination

Eagles Flight will service ALL families. We do not discriminate against anyone due to sex, race, color, religion, creed, national origin, sexual orientation, age, pregnancy, identity, ancestry, disability, marital status, genetic information, or any other classification protected by applicable law. 

 

2. EAGLES FLIGHT SERVICES

2.1 Kym’s Kupboard Pantry

Kym’s Kupboard Pantry offers food to families in crisis. The Pantry also includes personal hygiene, Adult diapers, bed pads, and household cleaners.  The pantry is available to seniors once a week and for families twice a month. We also offer snack bags on seasonal breaks from school.

 2.2 Lillie’s Legacy

Lillie’s Legacy provides is a multi-generational clothing closet that services the whole family from school aged children to seniors.

2.3 Loads of Love

Loads of Love offers families, seniors, and teens the ability to wash their laundry free of charge. Laundry soap, softener, and dryer sheets provided on request.

2.4 Jovonie’s Hugs

Jovonie’s Hugs provides for newborns through 5 years old. We provide diapers, wipes, baby furniture, baby clothing including shoes, formula, bottles, baby water, baby food, and accessories. Jovonie’s Hugs was named after Jovonie Ochoa who was killed by his family. We operate this pantry with the hopes of releasing tension from families struggling to raise their infants.

2.5 Empowerment services

·        Empowerment services includes Self esteem/Self Defense classes for women and teens who have experienced trauma and abuse.

·        Leadership classes involves a six week course that offers to those who want to overcome challenges.

·        Culinary Classes are offered to students who are at risk. This is a summer course.

2.6 Danielle's legacy of love

Danielle's legacy of love was created after we witnessed the life and death of Danielle. She was surrounded by her parents and loved ones as she was called home. That life changing event helped us as we began to organize funerals and for abandoned infants and children who have been victims of deadly abuse. In 2013, our first child, Noel, set the tone for all the infants and children who followed him. We will continue to provide loving funerals for those infants who have been taken so quickly.

2.7 SEASONAL- Summer Animal Play

Summer Animal Play provides guided horseback riding, animal play, and sensory play to special needs, foster, and abused children. Through this summer therapy program children learn to interact with the animals and gain the ability to interact independently with them. Therapists and volunteers supervise children through this guided play. Children of all functioning levels are welcome. Siblings of special needs children are urged to participate. Lunch is served at the end of every session in a family style setting. Specialized equipment and skilled volunteers ensure the safety of the children. Summer Animal Play is also offered to people who have been through trauma as well. The Allen Hacienda is located off of Ralph Fair Road. 

2.8 SEASONAL, Summer Feeding Program

Summer Feeding Program provides food for each child during the summer vacation. We provide 7 meals per week including snack, drinks, and some breakfast items. This is a 12-week program and we service up to 700 children.  

2.9 Thanksgiving Blessings

Thanksgiving Blessings provides a full Thanksgiving meal for families in crisis. We serve approximately 600 families with a turkey and all the sides.

2.10 Christmas Gifts

Christmas Gifts are provided for children up to 19 years old. We provide toys, gift cards, Stocking, and food for our families in crisis.

2.11 Advocacy

Eagles Flight Advocacy and Outreach assists parents of special needs children understand and apply special education law. While parents struggle with a new diagnosis, understanding the special education law and how it specifically applies to their child can become difficult. Parents usually struggle with the application of FAPE (free and appropriate public education). We offer free consultations and low-cost ARD representation. We can assist you with analyzing your child's IEP, BIP, and assessments. We offer solutions to successfully communicate with your child's school and request the appropriate assessments and services. We also offer resources and referrals to other agencies that could also impact your child's education. 20 years of experience with the application of IDEA is the foundation of our knowledge. ​

Board of Directors approved the updated on ____________________________________________

Pamela Allen (210)548-0740 CEO | Maricella Avila (210)264-2781 Executive Assistant | Joshua Young (210) 816-2492| Luke Espurvoa- Kym’s Kupboard Operations Assistant | Keren Andrade- Jovonie’s Hug Operations Assistant | Diana Parshin- Lillie’s Legacy Operations Assistant