This chapter introduces CRS program staff members to the philosophies and principles of the CRS program as they apply to the consumer. The chapter defines the terms initial contact and Interest List. It explains the application for services, diagnostic interview, eligibility determination, the Individualized Written Rehabilitation Plan, and the Waiting List. It also explains the importance of building strong ethical relationships with consumers, empowering consumers to make informed choices, practicing good stewardship, and maintaining quality documentation.