Service Coordination’s Strategic Plan FY2024, FY2025, FY2026

Welcome to SCI’s FY2024-FY2026 Strategic Plan.  We are excited to share this updated plan.


Service Coordination, Inc. (SCI) provides quality case management and other related services by helping people understand what their choices are and connecting them to resources in their communities in ways that respect their dignity and rights.


People experience the quality of life they choose. They are connected to an array of quality supports and services that are tailored to each of their unique wants and needs.  People are valued in and by their communities.


People come first – Show respect and honor for ALL people and all aspects of their lives, in words and actions, keeping people at the center of what we do.

We drive solutions – Persistently seek opportunities and overcome obstacles.  Navigate systems masterfully to make possibilities a reality.

We build connections – Because relationships are the foundation of our work, we share strong working collaborative relationships with each other and with those outside our organization.

We educate– Raise awareness in communities to appreciate the similarities and unique gifts of each person.  Explore choices with people we support.



Over the next several years, SCI will continue providing high-quality case management and related services.  We will continue to strengthen our role as a leader in the field by enhancing relationships with all customers and by collaborating for improvements across various systems. SCI seeks to grow by expanding our services both in and outside of Maryland to people with disabilities or complex medical needs, older adults,  and others who would benefit from our services and by further investing in our organizational capacity with diversified resources.

SCI will pursue this direction by accomplishing the following outcomes in the areas of Quality Customer Services, Developing High-Performing Teams, and Organizational Infrastructure.



Outcome #1: Quality Customer Focus

Service Coordination is a recognized leader of person-centered quality services through our expertise in discovery and navigation, connecting and networking with supporting partners, and ensuring primary customers have access to services important to them.

Driving Strategy 1A: Consistent Process and Program Management

Continue to develop, implement, and maintain a framework to continuously improve policy, procedures, and high-quality service provision across the organization.

Driving Strategy 1B: Collaborative Relationships

Strengthen relationships with primary customers and supporting partners and develop new relationships to create transformative change for our clients and people we serve through shared knowledge, capacity building, and collaborative engagement.

Driving Strategy 1C: Customer Engagement

Create a community of collaboration by engaging people of all abilities and ages to develop a vision for a good life to define quality and guide SCI strategy and operations.

Outcome #2: Developing High-Performing Teams

Service Coordination is an employer of choice by attracting, retaining, engaging, and developing an inclusive and high-performing workforce with scalable solutions that support our growth strategy. We are committed to establishing a culture of belonging that values people, improves our Team Members’ experience, and enhances our capability to deliver quality services to the people we serve.

Driving Strategy 2A: Team Member Experience

Continue to employ and enhance talent acquisition, retention and engagement solutions that support a positive Team Member journey.

Driving Strategy 2B: Total Rewards

Continue to employ and enhance Total Rewards solutions aligned with our Compensation Philosophy and to support the organization with workforce analytics and Human Resource Information Systems for evidence-based decision-making. Total Rewards encompasses compensation, benefits, well-being effectiveness, development, and recognition.

Driving Strategy 2C: Inclusion, Diversity, Equity, and Accessibility (IDEA)

Continue to foster and enhance an inclusive culture of belonging that recognizes individual differences, of our Team Members and the people we serve, by employing IDEA solutions that support an engaging and equitable workplace.

Driving Strategy 2D: Professional Development and Training

Continue to foster a culture of continuous learning within Service Coordination University to provide leadership, professional, and onboarding development solutions that enhance Team Member success., learning and growth.

Driving Strategy 2E: People Strategy
Foster and develop a people-centered culture aligned with our core values.

Outcome #3: Organizational Infrastructure Service Coordination continues to secure the organization’s foundation by ensuring diverse, sustainable resources that strengthen the organization and the services it provides.

Service Coordination continues to secure the organization’s foundation by ensuring diverse, sustainable resources that strengthen the organization and the services it provides.

Driving Strategy 3A: Business Model/Funding

Diversify revenue streams and programs aligned with current core competencies.

Driving Strategy 3B: Operational Infrastructure

Continue to develop and maintain a scalable operational infrastructure to position SCI for continued growth and expansion of services.

Driving Strategy 3C: Brand Identity

Fully establish SCI’s brand identity as the premier service provider, leader, and employer of choice in our sectors.