We know who agency clients should be and understand the issues and
difficulties they are having coping with the needs, problems, and
vulnerabilities in their lives. We examine the resources and opportunities they
have as they struggle to cope and appreciate their struggles relate mostly to
their limited access to opportunities and resources other people access on a
private, self-directed basis. We focus attention on those difficulties and
issues and develop an intervention focus for the agency. In turn, we develop an
intervention array enabling agency clients to cope more successfully. We are
thus confident the help we offer to agency clients will actually help them cope

Throughout this process, we engage the agency’s stakeholders at
each step, maximizing their concurrence with our decisions and minimizing
dissonance and disagreement. Additionally, we form a knowledge pool and involve
participants in assuring our intervention array and working model for
delivering those interventions to agency clients represent best practices in
human services delivery. We are ready to structure the agency eco system around
our working model in order to efficiently and effectively deliver appropriate
and necessary interventions to agency clients. The next chapter focuses on the
steps for structuring the agency eco system to accomplish this outcome.