Executive Team

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  • Susan Neth, MS, LSW
  • Executive Director

Ms. Neth joined the agency in 1988 as a case manager and is the longest-tenured staff member.  She was selected to be the Executive Director by a unanimous Board of Trustees during their meeting of December 18, 2008.

With a newly-awarded license as a Social Worker, Ms. Neth came to FrontLine Service in 1988 as a Case Manager, providing community-based rehabilitative and supportive services for homeless, severely mentally-disabled adults.  Before joining FrontLine Service, Ms. Neth had earned a Bachelor of Arts degree in Psychology and a Bachelor of Science degree in Social Work from Cleveland State University. In 1989, she became a Clinical Record Specialist for FrontLine Service, earning the agency’s certification from the Ohio Department of Mental Health, and negotiating contracts by which FrontLine Service would receive reimbursement for Medicaid-eligible services.

Ms. Neth was promoted to Systems Director in 1991, managing the agency’s administrative, fiscal, billing, and information-systems functions, as well as serving as the Client Rights Officer.  She crafted and implemented a comprehensive quality improvement plan that later became a critically important foundation for the agency’s successful expansion into residential, shelter, and crisis intervention services. She also wrote and directed the implementation of a comprehensive set of agency operational policies and procedures.

In 1993, Ms. Neth earned her Master of Science degree in Organizational Development and Analysis from Case Western Reserve University. The following year, she was named Director of Community Support, and directed the creation of many of the assertive outreach, shelter, and permanent supportive housing programs. She was also instrumental in the difficult task of integrating a child crisis service team from another agency into the newly-created Mobile Crisis Team.

As community support became just one of many services helping FrontLine Service’s homeless and disabled clients to achieve housing, recovery, and independence, Ms. Neth became Director of Homeless Services in 1999. In this role, she created, developed, and monitored a broad range of outreach, shelter, community support, and housing programs, and ensured that their services were well coordinated and readily accessible to clients. In 2002, Ms. Neth was named Director of Community Development. In this role, she led the agency’s development of the Community Women’s Shelter, and a major initiative that resulted in FrontLine Service’s accreditation by the Commission on Accreditation of Rehabilitation Facilities (CARF).

Appointed the agency’s first Chief Operating Officer in 2006, she continued her work to cultivate and nurture constructive relationships with other community service providers, and led the agency’s planning and renovation of the 36,000 square foot physical facility that now serves as the FrontLine Service’s administrative and service headquarters. She also worked closely with agency leaders in an initiative to improve service efficiency, productivity, and outcomes.

With this impressive scope of achievements, the trust and enthusiasm of staff members, and the strong relationships she has developed with many of the service providers, government officials, and advocacy groups in the greater Cleveland area, Ms. Neth leads FrontLine Service in the fulfillment of its important mission during a time of significant cultural, political, and economic turmoil.

  • Eric Morse, MSSA, LISW-S
  • Chief Operating Officer

Mr. Morse began at FrontLine Service as a case manager for intake in 1998.   Since then, he has been a Crisis Intervention Specialist, Community Support Program Manager, Director of Community Support Services and Director of Homeless Services.  Mr. Morse was promoted to Chief Operating Officer in early 2009.

As C.O.O., Mr. Morse provides leadership and direction in the alignment and integration of the agency’s mission, strategies, systems, processes and structures to achieve sustained results in consumer outcomes, consumer satisfaction, internal processes, community collaboration and organizational capacity/capabilities.  He leads efforts in diagnosing significant gaps in our strategic and operational outcomes and identifying improvement targets in organizational, process, and human performance. He manages organizational-wide projects for performance improvement and organizational capability and functions as an internal consultant to identify, analyze, address and implement solutions for organizational needs.

Mr. Morse has a Bachelor of Arts from Baldwin-Wallace College and his master’s degree from the Mandel School of Applied Social Science at Case Western Reserve University.  He is a graduate of the Mental Health Executive Leadership Program from Case Western Reserve University’s Weatherhead School of Management and has a certification in Cognitive Behavioral Therapy from the Cleveland Center for Cognitive Behavioral Therapy.


Meredith Black, MBA


Director of Human Resources


Ms. Black holds a Masters degree in Business Administration from Baldwin Wallace College and a SPHR Certification (Senior Professional in Human Resources). Ms. Black has worked in Human Resources since 2001, most of which has been has been in the non-profit sector.  She has been employed by FrontLine Service since 2007.  Ms. Black oversees all recruiting, benefits administration, employee relations issues, staffing, training/orientation, and reporting.

Steve Brincka

Steve Brincka
Chief Financial Officer


Mr. Brincka has worked in non-profit hospital finance since 1985.  He earned his Bachelor of Business Administration degree from Cleveland State University in 1983 and his Certified Public Accountant Certificate in 1990.   Mr. Brincka joined FrontLine Service in May 2015.  He is responsible for planning and overseeing all financial-related activities including accounting, finance, forecasting, budgeting, strategic planning, banking relationships, risk management, capital expenditures, and cash flow.


Angela Glassco, MPA, LSW
Director of Integration

Angela Glassco currently serves as the Director of Integration at FrontLine Service where she is leading the initiative to integrate behavioral and physical healthcare into a patient centered model of care.


Ms. Glassco has more than 20 years of experience working in the non-profit industry specifically with persons living with disabilities or special needs and over the last 17 years has been committed to the expansion of safe, decent and affordable housing for these individuals.


Angela received her BA in Psychology from Bowling Green State University and her Master’s in Public Administration from Cleveland State University. She is also a licensed social worker.

  • Karen Madzia
  • Director of Quality Improvement

Ms. Madzia has a Bachelor of Arts degree in Social Work and was hired in April of 2004 as the Quality Improvement Manager.  She has since served in numerous managerial capacities, to include Program Manager for Safe Haven II, Special Projects Manager and Associate Director of Operations, moving to meet the needs of the organization.  In early 2009 she was promoted into the Director of Administration role, where she oversaw the FrontLine Service Clinic and client benefits and assumed responsibility for facilities management, the Community Women’s Shelter, Case Management Services and Clinical Records.


In early 2011, Ms. Madzia took over her current position as Director of Quality Improvement.  Ms. Madzia approaches quality improvement from a comprehensive client-centric view, focusing on our clinical programs and initiatives to measure and enhance the quality of care delivered to our clients.  She participates in the development of, and provides technical assistance to, agency programs, services and administrative processes.  She serves as the chairperson of the Quality Improvement Committee and oversees and supports client rights and risk management activities.  Ms. Madzia establishes and maintains agency standards to achieve organization accreditation (i.e. CARF) by studying new and existing requirements, and developing systems for evaluation methods and control.  She oversees and supervises the QI department and ensures agency compliance with Medicaid standards, licensing regulations and reporting requirements.

  • LaTonya Murray, MA
  • Director of Emergency Housing Services

Ms. Murray has been employed in various positions at FrontLine Service since 1991.  She is currently the Director of Emergency Housing Services, a newly established position developed to align all emergency shelter related programs and services under one umbrella.  Ms. Murray spent 7 years as FrontLine Service’s Director of Quality Improvement (QI) and was integral in the agency’s continued accreditation status with the Commission on Accreditation of Rehabilitation Facilities (CARF) as well as a certified mental health agency with Ohio Department of Mental Health.  Prior to her work in QI, Ms. Murray was responsible for the development and oversight of the outreach programs, a drop-in center for homeless mentally ill persons and an emergency shelter for disabled men as well as coordinating services for clients throughout the agency.  Her career in homeless services began in the New York City shelter system in the late 1980’s.  She received a Master’s Degree in Psychology from Cleveland State University and a Bachelor’s Degree from the University of Michigan.

  • Rick Oliver, PCC-S
  • Director of Crisis and Trauma Services

Mr. Oliver currently holds the position of Director of Crisis and Trauma Services at FrontLine Service and in this capacity directs approximately 60 full and part time staff, in four separate crisis response programs.  He has held this position since 2004.  Prior to that time, Mr. Oliver was a Program Manager for the Adult Mobile Crisis Team, a position he held for 9 years.  Mr. Oliver earned a Master’s Degree in Education with a focus on Community Counseling at Kent State University and is a Professional Clinical Counselor in the State of Ohio. He has over 25 years of experience in the field of community mental health treatment and more than 20 years of management experience.  He is a graduate of the Mental Health Executive Leadership Program from Case Western Reserve University’s Weatherhead School of Management.  Mr. Oliver is currently the chair of the Cuyahoga County Suicide Prevention Taskforce.

  • Christine L. Rawlings, M.Ed., PCC-S, LICDC
  • Director of Housing Services

Ms. Rawlings earned a Master’s Degree in Education with a focus on Community Counseling at Kent State University and is a Supervising Professional Clinical Counselor and is also a Licensed Independent Chemical Dependency Counselor.  Ms. Rawlings joined the FrontLine Service staff in 2006 as a Program Manager in the Permanent Supportive Housing.  In January 2012, Ms. Rawlings became the Director of Housing Services and oversees programs that support clients in maintaining housing.  Prior to FrontLine Service, Ms. Rawlings worked for 8 years in both addictions treatment and community mental health.

Dana Santo


Dana Santo, PCC-S


Director of Family Housing Services


Mrs. Santo has been with FrontLine since 2004 and began her career in the Children Who Witness Violence Program as a Crisis Intervention Specialist. In 2007, she transitioned into the role of Program Manager to oversee the Child Trauma Services Program. In this role, she partnered with the Cuyahoga County Department of Children and Family Services to provide training to Department of Children and Family Services staff on trauma-informed practices and directly managed FrontLine staff that provided assessments and treatment to clients diagnosed with Post Traumatic Stress Disorder. These activities helped to ensure an overall increased trauma-informed approach in the child welfare system. In 2012, Mrs. Santo began to oversee FrontLine’s Defending Childhood Central Intake and Assessment Program as Program Manager. In this capacity, she managed assessment specialists and therapists who provided trauma-focused diagnostic assessments as well as Trauma-Focused Cognitive Behavioral Therapy (TF-CBT).  In 2014, Ms. Santo oversaw the addition of a United Way-funded program to provide TF-CBT to mothers and children in crisis.  She holds a Bachelor of Arts Degree from Ohio University and a Master of Arts Degree from the University of Toledo. Ms. Santo is a Professional Clinical Counselor with Supervisor Designation, a Certified TF-CBT therapist and also a Trained Consultant in TF-CBT.  She is an active participant Cuyahoga County’s Trauma Collaborative.

  • Corrie Taylor
  • Director of Development

Ms. Taylor has worked in the field of development, fundraising and marketing for eighteen years.  In that time, Ms. Taylor has helped to secure funding for non-profits providing services for individuals with disabilities as well as mental health services and mentoring programs for youth. She earned her Bachelor of Arts degree in Psychology and Women’s Studies from Denison University and is a member of the Association of Fundraising Professionals of Greater Cleveland.  Ms. Taylor joined FrontLine Service in February, 2012.  Ms. Taylor is responsible for fundraising initiatives as well as marketing and communications for FrontLine Service.

  • Dr. Cynthia Vrabel
  • Medical Director

Dr. Vrabel is the Medical Director of FrontLine Service.   In addition to her clinical work she is currently involved in research and program development to address the issue of secondary traumatic stress in clinicians and first responders.  Dr. Vrabel received her Bachelors and Masters degrees in nursing from Kent State University and her MD degree from Case Western Reserve University School of Medicine.  She is currently an Assistant Clinical Professor of Psychiatry and Family Medicine at Case Western Reserve University where she has received several clinical teaching awards.  She was named to the Alpha Omega Alpha National Medical Honor Society and was recognized as an Exemplary Psychiatrist by the National Alliance on Mental Illness (NAMI).