Page 44 - BusinessWest October 27, 2021

its behavioral-health services, which gives Jeffers hope for lasting change. “It could really turn the tide for behavioral health in Massachusetts.”
Stepping Out
CSO is one of the first agencies in Western
“There were times when I’ve asked people to just trust me. I’m so lucky to have people who do trust me and then get things done. It’s a real can-do attitude we have here.”
Mass. to adopt a training technique known as trauma-informed care (TIC). Because trauma can impact every aspect of health, TIC encourages
a more compassionate approach in client interactions.
According to one TIC training website, asking someone “what happened to you?” instead of “what’s wrong with you?” is a simple example of the attitude shift when using this method. More than a treatment plan for clients, Jeffers sees TIC training as a model for how to do business at CSO.
“Our maintenance staff, IT, front desk, everyone is included in this training,” she said.
“The goal is to shift the way we interact with clients and each other toward a culture of care.”
For Jeffers, risk taking is not limited to work. Her husband, Scott, lost his sales job after
his company was acquired by a larger entity. As his next act, Scott considered purchasing the Daily Pint, a small pub that was for
sale in Wilbraham, where he had grown up.
“Using all the risk taking we had applied at CSO, we took a leap of faith and said, ‘why not?’” Jeffers explained. So they acquired the Daily Pint, two years before the pandemic threw a wrench into plenty of business plans. After
the initial impact of having to close and endure layoffs, the hometown pub has been making a comeback with the same staff returning to work.
“It’s really Scott’s day job, but
since I’m a co-owner, I have to
pull my weight there, too,” she said with a laugh.
When she can take time to reflect, Jeffers appreciates all the challenges CSO has overcome since she joined the agency in 2005.
“We serve about 19,000 people each year, and over the last 15 years, that’s a lot of people,” she said. “I feel privileged that the great team here at CSO allows me to be their leader.”
She also expressed gratitude that her team is willing to follow her and take risks as well.
“There were times when I’ve asked people to
Karin Jeffers says trauma-informed care informs not just clinical operations at CSO, but all departments, from IT to maintenance.
just trust me,” she said. “I’m so lucky to have people who do trust me and then get things done. It’s a real can-do attitude we have here.”
Smart risks and a can-do spirit — they’re just part of what makes Karin Jeffers a Woman of Impact. n
44 OCTOBER 27, 2021
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