Date of Conferral

6-18-2025

Degree

Doctor of Psychology (Psy.D.)

School

Psychology

Advisor

Kristen Glover

Abstract

The problem addressed in this study was the influence of leadership on low treatment completion rates in a nonprofit outpatient substance use disorder program in the Pacific Northwest region of the United States. The purpose of this case study was to examine how leadership styles, decision-making processes, and supervisory alignment affected client engagement and treatment outcomes at the program. The study was grounded in the Baldrige Excellence Framework, which provided a systems-thinking lens to assess leadership behavior and organizational performance. Data were collected through semistructured interviews with two senior leaders and a review of limited internal documents, including the organization’s policy manuals and summarized treatment completion data. The data were analyzed using thematic coding, which yielded three key themes: leadership flexibility and adaptive supervision, staff empowerment and collaborative culture, and inconsistent expectations and supervisory practices. These findings may contribute to positive social change by informing leadership of practices that support improved retention and outcomes in outpatient behavioral health settings. Leaders in similar nonprofit treatment organizations may also benefit from adopting standardized leadership development, structured supervision, and internal performance evaluation strategies to enhance client care and workforce stability.

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