JOB DESCRIPTION

Job Title: Protective Services Director

Reports To: Chief Clinical Integration Officer

Department: Protective Services

FLSA Status: ?? Exempt or ?? Non Exempt

?? Union or ?? Non-Union

Position Summary:

The Director of Protective Services provides strategic leadership and oversight of the agency’s Protective Services Department, ensuring the effective, compassionate, and timely response to reports of elder abuse, neglect, self-neglect, financial exploitation, and other risks to the safety and well-being of older adults. The Director is responsible for the department’s day-to-day operations, regulatory compliance, clinical quality, staff development, and overall program performance in accordance with Massachusetts regulations, including 651 CMR 5.00.

As the department’s primary external representative, the Director builds and maintains strong relationships with community organizations, healthcare providers, government agencies, housing partners, and other stakeholders to strengthen the community’s response to elder abuse. A key responsibility of this role is to increase awareness of Protective Services, educate community members on recognizing and reporting suspected abuse, and expand outreach to help ensure that at-risk older adults are identified and connected to appropriate services.

The Director combines strong operational and clinical leadership with community engagement, partnership development, and data-informed decision-making. This role works collaboratively across the agency and with external partners to strengthen service delivery, improve outcomes, promote program sustainability, and advance the agency’s mission. 

Job Responsibilities and Performance Standards:

1. Department Leadership and Operations

• Oversee the daily operations of the Protective Services Department, ensuring services are delivered in accordance with applicable state regulations, agency policies, contractual requirements, and established standards of practice.
• Supervise and support the Protective Services Supervisor and other assigned staff, providing clear expectations, regular guidance, coaching, and accountability.
• Oversee the screening of reports, assignment of new cases, prioritization of urgent concerns, and provision of guidance on initial case response and next steps.
• Establish and maintain effective workflows, staffing structures, and procedures to support timely responses, appropriate caseloads, consistent documentation, and high-quality service delivery.
• Identify operational challenges and implement improvements to strengthen efficiency, coordination, and responsiveness.
• Provide backup coverage for clients and staff as needed to maintain continuity of services.

2. Clinical Leadership and Service Quality

• Provide clinical leadership and consultation to staff on complex cases involving abuse, neglect, self-neglect, financial exploitation, safety risks, and other challenging situations.
• Ensure staff have the guidance, training, and resources needed to assess risk, develop appropriate service plans, and support the safety and well-being of older adults.
• Oversee the use of appropriate interventions and protective measures, including referrals for legal assistance, protective orders, guardianship, competency evaluations, and coordination with law enforcement or the District Attorney’s Office when appropriate.
• Promote person-centered, trauma-informed, culturally responsive, and least-restrictive approaches that respect the rights, preferences, and dignity of older adults.
• Identify opportunities to improve service quality, strengthen case outcomes, and address emerging needs within the community.

3. Community Outreach and Education

• Serve as the primary public-facing representative of the Protective Services Department, building awareness of the program and strengthening the agency’s visibility and credibility throughout the community.
• Develop and lead a proactive outreach and education strategy to increase awareness of elder abuse, neglect, self-neglect, and financial exploitation, and to ensure community members understand how and when to report concerns.
• Build and maintain relationships with mandated reporters. 
• Work with the agency’s External Affairs team to develop and distribute outreach materials, share relevant information, and align community education efforts with agency priorities.
• Monitor the effectiveness of outreach and education activities, refine strategies, and identify opportunities to increase referrals and reports of suspected abuse.

4. Partnership Development and External Relations

• Establish, strengthen, and maintain collaborative relationships with institutional and community partners, including Accountable Care Organizations, Senior Care Options, healthcare systems, housing authorities, government agencies, law enforcement, community-based organizations, and other Aging Services Access Points.
• Work with referral sources and partner organizations to identify barriers to reporting and improve coordination when concerns about an older adult’s safety arise.
• Represent the agency in relevant regional and statewide working groups, professional networks, and conferences focused on elder abuse prevention, safety, and well-being.
• Identify emerging community needs, trends, and partnership opportunities and communicate relevant findings to agency leadership.

5. Compliance, Quality Improvement, and Performance Management

• Maintain oversight of departmental compliance with 651 CMR 5.00 and other applicable state, federal, contractual, and agency requirements.
• Partner with the Compliance Manager to establish, monitor, and report on measurable program and staff performance goals, including timeliness of response, case documentation, workload management, regulatory compliance, and service quality.
• Compile, analyze, and submit accurate departmental statistics and required reports to agency leadership and the Massachusetts Executive Office of Aging & Independence.
• Use data, case reviews, staff feedback, and other performance indicators to identify trends, address recurring challenges, and guide program improvements.
• Ensure staff understand and consistently follow required procedures, reporting protocols, and confidentiality practices.

6. Budget and Program Sustainability

• Develop, manage, and monitor the annual Protective Services budget in collaboration with agency leadership and finance staff.
• Use financial and operational data to support sound resource allocation, staffing decisions, and long-term program sustainability.
• Identify opportunities to strengthen program capacity, improve efficiency, and support service growth in response to community needs.

7. Staff Supervision and Development

• Establish clear performance expectations and provide regular supervision, coaching, feedback, and performance evaluations to assigned staff.
• Identify training needs and ensure staff have access to appropriate education, clinical consultation, and regulatory guidance.
• Address performance concerns promptly and consistently, supporting accountability, professional growth, and effective team functioning.
• Foster a collaborative, supportive, and inclusive work environment that promotes sound judgment, professional responsibility, and high-quality service.
• Support staff in managing complex and emotionally demanding cases while maintaining appropriate professional boundaries and standards of practice.

8. Administrative and Agency Responsibilities

• Participate in agency leadership, planning, and cross-departmental initiatives as appropriate.
• Provide after-hours coverage for agency programs in accordance with established on-call policies and procedures.
• Maintain strict confidentiality and comply with HIPAA and all applicable state, federal, and agency privacy requirements.
• Perform other duties as assigned

Professional Standards and Conduct:

• Leadership: Ability to lead, inspire, and empower staff by demonstrating confidence and leadership presence. Passion and commitment to establishing and developing evidence-based programming for individuals to live in the setting of their choice with dignity and for as long as possible. 
• Collaborative and Responsive: Regularly communicate, follow up, and use a team-driven approach. Respond thoughtfully and promptly to agency needs, requests, and inquiries; identify and build partnerships with key stakeholders. Demonstrates excellent organizational and time management skills to meet various deadlines, ensuring closed-loop communication. Ability to multi-task and maintain flexibility to adapt and adjust workload assignments based on various needs.
• Communication: Skilled in verbal and written communication, demonstrating the ability to communicate information in various ways to meet diverse styles and cultural backgrounds. 
• Analytical: Critical thinking skills, using logic and reasoning to identify the strengths and opportunities of alternative solutions, conclusions, or approaches to problems. 
• Attendance and Punctuality: Dependable, punctual, showing flexibility when needed. Attends meetings as needed and is fully present and participates during those meetings. 
• Commitment: Embodies SCES’s core values and shows great integrity, accountability, and professionalism in all interactions. Aids in furthering SCES’s mission and commitment to an inclusive environment.

Qualifications:

• Bachelor’s Degree and 5 years related experience required, or Master’s Degree in Social Work and three years of related experience.
• LICSW Preferred.
• Case management experience preferred.
• Previous Protective Services experience strongly preferred.
• Must meet both CORI/SORI and public health screening requirements.

Physical Environment

• Physical surroundings are comfortable with minimal exposure to injury or hazards.

Social/Psychological Conditions

• Occasional stress due to periodic or cyclical workload pressures and deadlines. Some interruptions involved.

Physical Effort

• Frequently sits, stands, walks, bends, reaches, and stoops throughout the day.
• Frequently lifts, pulls, pushes, and carries up to 20 lbs.
• Periodic eye strain and light ear strain. 

Employee Name and Signature: _________________________________ Date: ______________________

Supervisor Name and Signature: _________________________________ Date: ______________________

Pay ranges from $95,000-$120,000 depending on experience and skills.