Operationalizing Whole Person Care: The VOAMASS Practical Blueprint For Integrated Service Delivery

Featured Speakers

• 
  Charles E. Gagnon, President & Chief Executive Officer, Volunteers of America of Massachusetts (VOAMASS)

  Since taking the helm at VOAMASS in 2019, Charles has used his extensive experience to champion whole-person, integrated care as the organization’s service model and mission. He is known throughout Massachusetts as a leader in community development and an advocate of innovative services. He uses his expertise in the areas of behavioral health, affordable housing, and workforce development to establish programs and policy aimed at ending housing, health, and income disparities. Charles serves on the boards of the Association for Behavioral Healthcare and Massachusetts Workforce Association, as well as the national Volunteers of America organization and its Church governing board. Prior to joining VOAMASS, Charles spent 25 years at the South Middlesex Opportunity Council (SMOC), serving as Chief Operating Officer from 2008-2019. During his tenure at SMOC, Charles was instrumental in leading the SMOC Housing Corporation, developing and managing more than 2,000 housing units across the Commonwealth.  He holds a master’s degree from the Columbia University School of International and Public Affairs and a bachelor’s degree from Saint John’s University in Minnesota.
• 
  Mindy Miller, LMHC, LADC1, Chief Operating Officer, Volunteers of America of Massachusetts (VOAMASS)

  Mindy joined the VOAMASS team in 2011 and has served as its Chief Operating Officer since 2022. As COO, she oversees program planning, development, and implementation across multiple service areas, including residential and outpatient treatment, veteran services, and re-entry for justice-involved individuals. She began her career at VOAMASS as a mental health clinician, later serving as Director of Outpatient Services and Vice President of Integrated Services. Mindy has led the development of the VOAMASS integrated care model; implemented standardized quality metrics and continuous quality improvement processes to support migration toward measurement-based care; and designed and implemented consistent protocols for engagement, intake, assessment, and triage. She holds a bachelor’s degree from the University of Colorado, a master’s degree in forensic psychology from Roger Williams University, and a Certificate of Advanced Graduate Studies in Mental Health Counseling from Bridgewater State University. Mindy is a Licensed Mental Health Counselor (LMHC) and Licensed Substance Use Disorder Counselor (LADC1). She is a past awardee of the national Volunteers of America (VOA) Leadership in Excellence award and a VOA Commissioned minister.