Protective Services Hotline Supervisor

Full Job Description

Loudoun County is one of the fastest growing counties in the country, known for its excellent quality of life and strong economy, while embracing its historic presence. Located 35 miles west of Washington DC, Loudoun County offers a diverse blend of cultural, recreational, and educational opportunities. Loudoun County Department of Family Services seeks a dedicated and experienced professional for a Protective Services Hotline Supervisor. The successful candidate will join the Preventive and Protective Services Division within the Department of Family Services which envisions better health, safety, and well-being for all. We support individuals and families in the community to live their best lives while advocating for those most vulnerable and respecting their right to self- determination.

Requirements

This Protective Services Hotline Supervisor provides leadership and oversight of staff responsible for receiving and screening referrals to the Child Protective Services (CPS) and Adult Protective Services (APS) Hotline. This position plays a vital role in ensuring timely, consistent, and effective responses to reports of abuse, neglect, and exploitation in accordance with the Code of Virginia and departmental policies.

We’re seeking an experienced and inspiring leader to supervise staff responsible for screening and determining the validity of both Child and Adult Protective Services referrals through the hotline. The ideal candidate is skilled at motivating and supporting a team in a fast-paced environment, demonstrates sound judgment in decision-making, and ensures timely and accurate responses to community concerns.

Core Responsibilities:

• Supervise and support hotline staff handling CPS and APS referrals, ensuring quality, accuracy, and compliance.
• Provide case consultation and guidance on assessing safety and risk, ensuring consistency in screening and documentation.
• Monitor and analyze workflow to identify efficiencies and implement process improvements.
• Oversee program documentation, case record reviews, and data entry in OASIS and related systems.
• Maintain program compliance with all state, federal, and local mandates.
• Address client concerns and complaints with professionalism and empathy.
• Develop staff skills through coaching, feedback, and performance evaluations.
• Collaborate with internal and external partners to ensure effective service coordination.
• Participate in the department’s on-call rotation to provide leadership during after-hours emergencies.

Salary commensurate with experience.

Qualifications

Bachelor’s degree in Human Services or a related field; four (4) years of directly related human services experience, including one (1) year of supervisory experience.

Preferred Qualifications:

• Master’s degree in Social Work or a related field
• Clinical license (LCSW, LSW).
• Proficiency with OASIS, Compass, and PeerPlace systems.
• Experience working in local government.
• Proven success in creating and implementing efficient processes that improve workflow and service delivery.
• Experience supervising hotline or protective services staff.
• Demonstrated expertise in APS and CPS intake policies, procedures, and best practices.
• Bilingual.

Additional Information

• Pass pre-employment background checks to include criminal, credit, DMV, and CPS checks.
• Valid driver’s license and good driving record (driving records may be reviewed annually for continued qualification).
• Hold and maintain any required licenses for assigned department.
• Must be able to serve in an on-call rotation and work evenings or weekends as needed.
• May be required to conduct home visits and transport clients.