Director of Protective Services

Somerville-Cambridge Elder Services Incorporated•Somerville, MA

11d•$95,000 - $120,000

About The Position

The Protective Services Director provides strategic leadership and oversight of the agency’s Protective Services Department. The role ensures an effective, compassionate, and timely response to reports of elder abuse, neglect, self-neglect, financial exploitation, and other risks to older adults’ safety and well-being. The Director oversees daily operations, regulatory compliance, clinical quality, staff development, and program performance in accordance with Massachusetts regulations, including 651 CMR 5.00. As the department’s primary external representative, the Director builds relationships with community organizations, healthcare providers, government agencies, housing partners, and other stakeholders. The Director leads efforts to raise awareness of Protective Services, educate the community about recognizing and reporting suspected abuse, and expand outreach so at-risk older adults can be identified and connected with appropriate services. The role combines operational and clinical leadership with community engagement, partnership development, and data-informed decision-making, working across the agency and with external partners to improve service delivery, outcomes, and program sustainability. The Director oversees department workflows, case screening and assignment, urgent response, clinical consultation, interventions, compliance, quality improvement, reporting, budgeting, and staff supervision. The position also participates in agency leadership and cross-departmental initiatives and provides after-hours coverage under established on-call policies. The position reports to the Chief Clinical Integration Officer.

Requirements

Bachelor’s degree and five years of related experience, or a Master’s Degree in Social Work and three years of related experience.
Must meet CORI/SORI and public health screening requirements.
Demonstrated leadership, organizational, time-management, communication, analytical, and critical-thinking skills, as described in the professional standards.
Ability to communicate effectively in verbal and written forms and adapt communication to diverse styles and cultural backgrounds.
Ability to manage multiple tasks and deadlines, maintain flexibility, and respond promptly to agency needs.
Ability to provide after-hours coverage in accordance with agency on-call policies and procedures.
Ability to maintain confidentiality and comply with HIPAA and applicable privacy requirements.
Frequently sits, stands, walks, bends, reaches, and stoops throughout the day; frequently lifts, pulls, pushes, and carries up to 20 pounds.

Nice To Haves

LICSW preferred.
Case management experience preferred.
Previous Protective Services experience strongly preferred.

Responsibilities

Oversee daily department operations and ensure services comply with state regulations, agency policies, contracts, and standards of practice.
Supervise and support the Protective Services Supervisor and other assigned staff, including setting expectations, coaching, providing feedback, and holding staff accountable.
Oversee report screening, case assignment, prioritization of urgent concerns, and guidance on initial case response.
Maintain effective workflows, staffing structures, procedures, documentation, caseloads, and timely service delivery; identify and implement operational improvements.
Provide backup coverage for clients and staff as needed to maintain continuity of services.
Provide clinical leadership and consultation on complex cases involving abuse, neglect, self-neglect, financial exploitation, and safety risks.
Ensure staff have the guidance, training, and resources to assess risk, develop service plans, and support older adults’ safety and well-being.
Oversee 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 older adults’ rights, preferences, and dignity.
Identify opportunities to improve service quality, case outcomes, and responsiveness to emerging community needs.
Represent the Protective Services Department publicly and lead outreach and education about elder abuse, neglect, self-neglect, financial exploitation, and reporting.
Build and maintain relationships with mandated reporters and community partners; work with External Affairs to develop and distribute outreach materials.
Monitor outreach effectiveness and refine strategies to increase referrals and reports of suspected abuse.
Develop and maintain partnerships with Accountable Care Organizations, Senior Care Options, healthcare systems, housing authorities, government agencies, law enforcement, community organizations, and other Aging Services Access Points.
Work with referral sources and partners to address reporting barriers and improve coordination when older adults’ safety is at risk.
Represent the agency in 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 findings to agency leadership.
Oversee 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 performance goals, including response timeliness, documentation, workload management, compliance, and service quality.
Compile, analyze, and submit 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 and guide program improvements.
Ensure staff follow procedures, reporting protocols, and confidentiality practices.
Develop, manage, and monitor the annual department budget with agency leadership and finance staff; use financial and operational data to inform resource allocation, staffing, and sustainability.
Identify opportunities to strengthen program capacity, efficiency, and service growth.
Provide regular supervision, coaching, feedback, and performance evaluations; identify training needs and address performance concerns.
Foster a collaborative, supportive, and inclusive work environment and support staff managing complex and emotionally demanding cases.
Participate in agency leadership, planning, and cross-departmental initiatives as appropriate.
Provide after-hours coverage in accordance with established on-call policies and procedures.
Maintain confidentiality and comply with HIPAA and applicable privacy requirements.
Perform other duties as assigned.