Intake Manager Jobs in Massachusetts (NOW HIRING)

Director of Intake

Established in 1989 as an independent agency of the Commonwealth, the Commission for the Protection of Persons with Disabilities (CPPD) protects adults with disabilities, ages 18 through 59, from abuse and neglect by caregivers. The Commission conducts and oversees investigations of reported abuse and neglect, monitors the remediation of substantiated cases, and promotes public awareness, prevention, and accountability through education and oversight activities.

The CPPD is seeking a Director of Intake. The primary responsibility of the Director of Intake is the management of the day-to-day operations of CPPD's Intake Unit. This unit, along with the Oversight, Investigations, Legal, IT, and Administrative Units, is responsible for performing the tasks that allow the Commission to achieve its mission of protecting adults with disabilities from abuse.

Preferred Qualifications/Skills:

• Knowledge and ability to supervise Intake staff members, including conducting periodic reviews and/or evaluations, determining training needs and providing or arranging such training, providing motivation of subordinates to work effectively, and determining the need for disciplinary action. In addition, the Director of Intake's position must have the skill and judgment to plan, assess and assign work according to the nature of the job to be accomplished, the skills of subordinates and available resources.

• Possess the ability to take part in the overall management of the Intake Unit, and in collaboration with other managers achieve the Commission's mission.

• Strong background in abuse investigations.

• Experience interacting with law enforcement agencies and personnel.

• The ability to critically review, revise, develop and implement the Commission's policies.

• Ability to work efficiently, effectively and make critical decisions in a crisis-oriented environment.

• Ability to efficiently gather and process information and effectively apply the information in a rapidly evolving decision-making process.

• Well-developed computer skills. The position entails day-to-day management of the database, data analysis and the preparation of statistical and trend reports.

• A working knowledge of state government and knowledge of relevant laws and regulations, especially M.G.L. c. 19C and 118 CMR.

Key Responsibilities:

• Oversee the Intake Unit, managing more than 17,000 annual abuse reports by directly supervising Intake Managers and indirectly guiding up to 16 staff.

• Provide 24/7 availability to handle crises, ensure general office coverage, and resolve urgent internal and external issues.

• Coordinate case screening and criminal investigation assignments through regular consultation with the State Police Detective Unit.

• Partner closely with CPPD's Deputy Directors of Investigations to streamline and align internal case assignments.

• Act as the primary liaison for community partners, EOHHS service agencies, and other external stakeholders to resolve conflicts and prevent abuse.

• Utilize expert professional judgment to apply statutory criteria, determine case jurisdiction, and develop operational procedures that meet regulatory requirements.

• Manage the 24-hour Hotline Vendor, overseeing their budget, the Request for Response (RFR) process, and the training/oversight of all hotline staff

• Direct CPPD database management, integrate new technologies, analyze staff efficiency, and prepare comprehensive statistical and narrative reports.

Preferred Qualifications/Skills

• Proven ability to supervise, mentor, and evaluate staff, alongside experience collaborating with leadership to execute the Commission's mission.

• Strong background in conducting or overseeing abuse investigations, including effective collaboration with law enforcement.

• Ability to thrive in crisis-oriented environments, rapidly process critical information, and make sound, timely decisions.

• Experience developing, critically reviewing, and implementing organizational policies.

• Proficiency in database management, data analysis, and generating statistical trend reports.

• Deep working knowledge of Massachusetts state government and relevant laws/regulations, particularly M.G.L. c. 19C and 118 CMR.

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

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An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.