Our vision guides our daily work and provides a framework for where we are headed. These five key focus areas also define our culture and performance. Those visioning statements are:

• We use data to assess what we do (compliance and quality), to identify gaps in programs (quality and needs), and design program improvements in order to provide the best service to internal and external clientele.
• All available technology will be used to make our work easier (more efficient) and more effective. Effective means services are more accessible to our internal and external clientele.
• We create and maintain empowering and positive relationships with partners both within and external to the Agency in order to best serve the community and our clientele.
• Staff come together in a culture of service, self-expression and experimentation to identify and solve real problems for internal and external clientele.
• Our Agency is a learning environment where people continue to develop and expand themselves, their skills and their careers.

There are seven values that are consistent with the visioning statements and shape the actions of all employees in their interactions with each other, with the customers and with the community. Our goal is for each employee to demonstrate these values in all of the daily work that we do.

1. Inclusivity – Belief in the importance of reducing the stigma of mental illness and developmental disabilities so all individuals have access to services, opportunities, and a life in the community.
2. Compassion – Provision of services with empathy, dignity, and kindness.
3. Quality Care – Provision of care that is restorative and enhancing to individuals and families supported.
4. Integrity – Embracing the highest standards of behavior and promotion of honesty, responsibility, trustworthy, and fairness in all our relationships.
5. Excellence – Consistent pursuit of a higher standard.
6. Accountability: Holding everyone responsible for the security and well-being of our community.
7. Empowerment/Self-Determination – Support and encouragement of shared decision-making and self-directed car and, whenever possible, provision of choice regarding services and environments of care.

The State of Maryland, the Department of Human Services and the CCDSS are committed to providing the best possible customer service to our citizens. Our Customer Service Promise serves as the basis of all interactions between state employees and customers. The State of Maryland pledges to provide constituents, businesses, customers, and stakeholders with services in the following manner:

• Friendly and Courteous: We will be helpful and supportive and have a positive attitude and passion for what we do.
• Timely and Responsive: We will be proactive, take initiative, and anticipate your needs.
• Accurate and Consistent: We will always aim for 100% accuracy, and be consistent in how we interpret and implement state policies and procedures.
• Accessible and Convenient: We will continue to simplify and improve access to information and resources.
• Truthful and Transparent: We will advance a culture of honesty, clarity and trust.