Senior Director of Quality Improvement and Practice Transformation

CSO is searching for a Senior Director of Quality Improvement and Practice Transformation

This is an exciting Senior Management leadership opportunity for the right candidate to develop and oversee the agency's Quality Improvement programs, recommending policies and procedures that ensure the delivery of high-quality services to consumers. This position also drives and supports design, implementation, and execution of clinical and operational performance and processes with a focus on quality of outcomes and superior service.

Essential responsibilities include:

  • Overseeing the Quality Improvement process, working with program teams to recommend policies and procedures, or revising as necessary, and identifying training needs to strengthen and improve standards of practice.
  • Identifying areas for improvement, available and/or needed resources and personnel.
  • Conducting staff and consumer surveys annually, providing detailed analysis of survey results and utilizing results as part of the QI and practice transformation process.
  • Guiding the development and implementation of short and long-range goals and objectives for the agency's clinical and operational process performance.
  • Providing leadership and expertise in the development, design, implementation and evaluation of clinical and operational process performance for the system. Incorporate best practices and respond to emerging trends to enhance operations, programs, and/or services.
  • Evaluating, designing and implementing strategic programs, developing effective tools to measure performance, analyze related data, prepare reports, and make recommendations to other senior/executive leadership based on findings.
  • Acting as agency liaison for staff who have suggestions with regard to quality and are otherwise outside of the formal quality improvement process.
  • Leading the agency's accreditation maintenance process, working with managers as necessary to ensure accreditation requirements are met.
  • Participating in the agency's Trauma Informed Care and Cultural Responsiveness efforts, leading activities to ensure integration of TIC and CR principles throughout CSO programming and policy/practices.
  • Remaining abreast of current trends in Quality Improvement for non-profit organizations.


Master's level degree in public health, or advanced degree in a related clinical or administrative field; minimum three years management experience having supervisory responsibilities. Ability to motivate others and be an effective member of a Team. Demonstrated sensitivity to the needs of people from diverse cultural and linguistic backgrounds. Excellent clinical, interpersonal, organizational, and administrative skills. Must work well independently as well as under direct supervision; be self-motivated, deadline-oriented, possess excellent time management and organizational skills and attention to detail.


We provide our employees with competitive salaries and a generous benefits package, including full coverage health and dental insurance and ample paid time off (vacation, personal, sick, and holidays). Additionally, we offer a 403B retirement savings plan, an employee referral bonus program, regular in-house training and professional development opportunities with free CEUs, and voluntary supplemental insurances at group rates, including short and long-term disability, cancer, accident and life. We also offer a premier employee assistance program (EAP) and personal cell phone plan discounts. Our work environment is flexible and supportive, with ample opportunities for collaboration within and across departments, programs and locations. 

Our Agency

Clinical & Support Options, Inc. is a behavioral health organization serving individuals and families across Western Massachusetts. From our early days as a child guidance clinic, we have expanded into a full service behavioral health agency, committed internally to excellence while we collaborate externally with community partners to participate in a comprehensive system of assistance and resources for the residents of our communities. We employ over 650 multi-disciplinary staff, helping thousands of families over the past 50 years. We have community based office locations throughout Western Massachusetts, including Springfield, Northampton, Greenfield, Orange, Athol, Gardner and Pittsfield.

Our expertise, in a nutshell, is to support people in their progress towards self-sufficiency, no matter what challenges they face on that journey. EOE/AA