Adult Protective Services Program Operations Specialist

Minuteman Senior Services • Burlington, MA

4d • $35 - $37 • Hybrid

About The Position

Reporting to the Director of Protective Services, the Adult Protective Services Program Operations Specialist serves as the department's lead resource for program integrity, practice consistency, workforce development, operational continuity, and continuous improvement. This position promotes excellence in Protective Services practice through case review, documentation oversight, staff development, training coordination, and operational support. The Operations Specialist works collaboratively with the Director and Supervisors to ensure consistent application of Protective Services standards, support sound case decision-making, strengthen documentation practices, and enhance service delivery. This position serves as a subject matter expert and technical resource and does not have direct supervisory responsibility.

Requirements

• Extensive knowledge of Protective Services regulations, policies, and best practices.
• Strong understanding of case documentation standards, investigative practices, and risk assessment principles.
• Ability to analyze complex case situations and provide sound recommendations.
• Ability to evaluate documentation for quality, consistency, and compliance.
• Ability to mentor, coach, and provide guidance without formal supervisory authority.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Strong organizational and project management abilities.
• Ability to maintain confidentiality and exercise sound professional judgment.
• Bachelor’s degree in Social Work, Human Services, Psychology, Sociology, Gerontology, Public Health, Criminal Justice, or a closely related field.
• Minimum of five years of progressively responsible experience in Protective Services, Adult Protective Services, Elder Services, Social Work, Case Management, or a related human services field.

Nice To Haves

• Master’s degree preferred.
• Experience facilitating training, mentoring staff, or serving in a lead practice role preferred.
• Experience within a Massachusetts Aging Services Access Point (ASAP) preferred.

Responsibilities

• Conduct weekly case reviews and program integrity audits.
• Review case records for completeness, accuracy, timeliness, and compliance with agency and regulatory requirements.
• Review consent forms and related documentation to ensure accuracy and compliance with Protective Services standards.
• Assist with Protective Services designation reviews and provide recommendations regarding the consistent application of program criteria.
• Participate in case closure reviews and provide recommendations regarding closure readiness, documentation sufficiency, and regulatory compliance.
• Monitor trends in case practice, documentation quality, and services delivery.
• Identify opportunities to improve consistency, effectiveness, and adherence to Protective Services standards.
• Assist in the development and implementation of departmental practice standards, tools, and workflows.
• Serve as a technical resource regarding Protective Services regulations, documentation requirements, and best practices.
• Compile findings from program integrity activities and communicate recommendations to leadership.
• Coordinate onboarding activities and orientation for newly hired Protective Services staff.
• Develop, organize, and facilitate department-specific training programs as identified by the Program Director and Protective Services Supervisors.
• Ensure annual Protective Services and mandatory training requirements are met.
• Coordinate and support MSS-related new hire and annual training activities.
• Serve as a mentor and resource regarding documentation standards, investigative practices, case management expectations, and agency procedures.
• Identify training needs and collaborate with leadership to strengthen staff competencies based on department needs and trend reports.
• Develop and maintain training materials, guides, and reference resources.
• Serve as the department's designated backup screener and perform intake screening functions during absences, vacancies, increased intake volume, or other operational needs.
• Ensure timely review and appropriate disposition of Protective Services reports when functioning in the backup screener role.
• Provide backup support to Protective Services staff during staffing shortages or periods of increased workload.
• Assist with direct case coverage and investigative activities as operationally necessary.
• Support workflow coordination and continuity of services across the department.
• Participate in on-call coverage responsibilities as assigned.
• Assist with system tracking, troubleshooting, follow-up, and system-related workflow issues, including submissions of support tickets.
• Serve as a resource for case consultation and practice guidance during supervisory absences.
• Support implementation of operational improvements designed to enhance efficiency and service delivery.
• Represent the Protective Services Department at community meetings, professional forums, and outreach events.
• Develop and deliver presentations regarding elder abuse prevention, Protective Services, and mandated reporting requirements.
• Provide education and outreach to community partners, stakeholders, and referral sources.
• Promote awareness of Protective Services resources and available support services.
• Track, analyze, and report findings from program integrity reviews and case review activities.
• Identify trends, gaps, and opportunities to strengthen program performance and outcomes.
• Collaborate with department leadership on initiatives designed to improve quality, consistency, efficiency, and effectiveness.
• Assist with implementation of new procedures, best practices, and program enhancements.
• Support regulatory readiness and departmental compliance with applicable Protective Services requirements.

Benefits

• Access to Protected Health Information (PHI) and Personal Identifiable Information (PII) requires adherence to Minuteman’s confidentiality policy, HIPAA regulations, and MA Executive Order 504.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level