The agency works with a team oriented structure. There are work units that are self-directed teams which are designed to govern over their own work related areas. Each team has a Team Leader. Three Program Directors are over several teams each. The Executive Director supervises all agency components and the Board of Directors set policies and supervise the Executive Director.

The agency has a Guidance Team composed of the Program Directors, the Finance Director and the Executive Director. The Guidance Team meets weekly to access current situations, problem solve and then to make recommendations to the rest of the decision making bodies for changes. Only in the case of personnel issues, salaries or sensitive issues does the Guidance Team maintain complete executive decision making authority.

The goals both long term and short term for the agency are formulated by ideas, suggestions and problems being excised from many different areas of the organization. The consumers/clients and families are given opportunities to have input on the direction of the agency through quarterly post-card type "satisfaction" cards, bi-annual and formal surveys.

The board meets at least quarterly and reviews surveys, data such as incident reports and the agency's Internal Quality Assurance Plan. The agency also takes information from the annual state audit(s) to use in the goal development process.

Five years ago, the agency was granted technical assistance from a University Affiliated Program, (UAP) known as UT-TIE (University of Tennessee Technology Inclusion and Employment) project, wherein, long-range goals were created by involvement from consumers, families, all staff possible, board members and local members of the community.

The agency went through a four day self-assessment with a nationally known accreditation body to begin the process of re-development of the next five year strategic planning. Forty staff members from all areas were instrumental in the self-assessment process.

There were consumers, board members, state officials and families present as well. The beginning of the goal formation started with this group. From this assessment, five major areas were found to need greatest attention; client supported employment, supported living, exercising rights, family supporting their members to achieve their personal vision and communication barriers. The group initiated the goal writing from these areas.

All the above groups and processes will be used to make the long-term, strategic plan. This will be reviewed by the agency's Guidance Team for approval of the first draft, which will then be reviewed and approved by the agency's Steering Committee. This Committee meets once per month to discuss broad agency issues. The Steering Committee is composed of customers/clients, board members, family members and the management of Buffalo River Services. People are chosen from various locations in the agency to give aboard spectrum of ideas.

When the final set of goals and objectives are approved by the Steering Committee, the Board of Directors will give final authority to the plan. The plan is always flexible enough to have changes if needed. The changes will have to be approved under the same conditions as the original plan.