Mary Lou Bourne serves as a HCBS TA Senior Analyst on the TA for HCBS & PASRR Programs Contract administered by the Centers for Medicare and Medicaid Services. She has over 30 years of experience working with Human Service Systems, focusing on various topics such as Person-Centered Planning, Quality Management strategies and organizational systems change. Ms. Bourne has focused on the implementation of person centered practices from first contact with families through monitoring of service delivery; and is particularly interested in the identification and measurement of quality outcomes for people supported by Human Service Systems. Ms. Bourne has supported the development of person centered practices across the U.S. and in the U.K. Her current practice includes large-scale systemic change and development of methods to support a performance-based learning culture within government-funded human service systems. Key areas of expertise: person-centered planning and system design. Ms. Bourne has been appointed a Malcolm Baldrige National Program Examiner four times, and has developed a person centered agency assessment based on the Baldrige Criteria.