All agency policies, procedures, rules, contracts, training initiatives, and quality management strategies are geared toward achieving family-centered service delivery. Extra-organizational efforts to implement this new service philosophy have included divisional reorganization, development of training seminars in which field and administrative elements are brought together, and creation of a centralized intake unit for child abuse and neglect referrals. To provide family-centered services, the division has had to adopt a more flexible, individualized, and supportive approach. The division has collaborated with communities, families, and providers to establish a broad- based effort in planning and implementing the service delivery system. This approach has led to the initiation of community forums, interagency teams, family focus groups, and an agreement with State residential providers.