Zachary S. Harris, Sr. MSA, MSW, LSW

• Leads the strategic direction and operational oversight of the Philadelphia Child Abuse Hotline and the continuously operating Emergency Response Center, ensuring seamless and uninterrupted service delivery year-round. Directs the comprehensive planning, coordination, and execution of critical programs, ensuring alignment with the agency's mission, policies, and regulatory standards. Drives the implementation of innovative reforms aimed at optimizing service delivery, elevating operational quality, and maximizing efficiency across all organizational functions.
• Oversees, through subordinate management, social work and administrative teams in the efficient handling of caller concerns, the collection of relevant information, the making of informed decisions, and the timely resolution of cases. Provides senior oversight for the strategic, 24/7 deployment of staff to high-priority child abuse investigations, ensuring swift, thorough, and effective responses to complex and urgent situations. Ensures optimal resource allocation and upholds the highest standards of expertise and urgency in managing investigations.
• Develops and implements program objectives and priorities, collaborating closely with subordinate managers to ensure high-quality execution and ongoing improvement. Leads a diverse team of up to 130 employees, including administrators, supervisors, social workers, program analysts, and administrative staff, cultivating a collaborative and efficient work environment. Ensures the maintenance of high operational standards, performance excellence, and strict compliance with regulatory guidelines and best practices to achieve optimal program outcomes.
• Evaluates program needs and develops priorities to maximize client service while ensuring compliance with relevant standards. Analyzes operational challenges and implements necessary changes to improve service delivery. Manages fiscal, staff, and program resources through budgeting, reporting, and justifications for personnel or supplies. Sets performance goals and objectives to optimize efficiency and productivity.
• Oversees staff use of evolving data systems and reporting tools, directing system improvements with IT specialists. Reports program progress to senior leadership. Negotiates contracts with public and private agencies, ensuring alignment with program goals, and reviews proposals for compliance. Collaborates with union officials on operational and disciplinary matters.
• Serves as a key representative to the community, engaging in conferences, public speaking, and strategic meetings with diverse organizations. Actively participates in divisional, departmental, and external committees, leading the development of enhanced programs for children and youth, and evaluating service providers and program outcomes. Collaborates closely with federal, state, and local officials to align program objectives and drive continuous improvements in service delivery.
• Assumes supplemental responsibility as an additional Intake Investigations Region Director, overseeing the full spectrum of child abuse and neglect investigations, from initial assessment through to resolution. Manages and ensures thorough investigations, consistently adhering to organizational standards, protocols, and legal requirements. Took responsibility for overseeing all employee investigations, ensuring strict compliance with internal policies, maintaining the integrity of the process, and addressing any issues related to staff performance or procedural adherence.
• Serves as a subject matter expert on the Child Protective Services Law (CPSL), state case management systems (CWIS) , child abuse registrations, and dispositions, providing expert guidance across all related processes. Acts as a liaison with the Pennsylvania Department of Human Services' Southeast Regional Office (SERO) and Pennsylvania central child abuse registry , ensuring seamless communication and coordination between the two agencies. Leads collaborative efforts to resolve complex cases, optimize service delivery, and drive overall program effectiveness.
• Provides senior leadership and operational oversight for the processing of approximately 45,000 calls to the Philadelphia Child Abuse Hotline, 20,000 calls to the 4DHS Hotline, and over 1,800 entry assessment walk-ins annually. Oversees the registration and initial processing of more than 35,000 child abuse and neglect allegations, with nearly 50% of cases being screened out and redirected to appropriate prevention resources. Ensures the efficient and accurate handling of these critical cases, driving quality and operational excellence while maintaining strict compliance with regulations and policies.
• Exerts strategic leadership over a comprehensive, system-wide overtime initiative, expertly leveraging workforce resources to navigate shifting operational demands and effectively address staffing shortages. Drives the seamless and uninterrupted delivery of high-caliber services to clients and families by astutely utilizing all available policies, regulatory frameworks, and operational guidelines. Ensures optimal efficiency, compliance, and service excellence, maximizing workforce capital while adhering to the highest standards of operational integrity

• Led the management, monitoring, and analysis of an operational section at the Philadelphia Child Abuse Hotline, ensuring strict adherence to child abuse laws, policies, and regulations while aligning services with program objectives. Leveraged performance data and reports to evaluate effectiveness and promote continuous improvement. Provided strategic direction on program priorities and performance metrics, ensuring alignment across supervisory, program analyst, social work, and administrative staff with departmental and unit goals. Delivers key interventions and recommendations to executive management, driving ongoing program enhancements.
• As a seasoned leader in child welfare, I effectively planned, reviewed, and managed the operations of a dedicated team comprising 6 supervisors, 40 social workers, and 8 program analysts, overseeing essential functions such as child abuse registration, community referrals, placements, and investigative interventions. I ensured the team’s work adhered to the highest standards of law, policy, and regulation, while utilizing performance data to assess outcomes and drive continuous operational improvements. By fostering a collaborative and results-driven environment, I worked to align team goals with departmental and organizational objectives, ensuring the timely and efficient protection of Philadelphia’s most vulnerable children. My leadership enabled swift and strategic interventions, while also optimizing resource allocation to support families in crisis and ensuring compliance with legal requirements for child welfare services.
• Oversaw protective intervention measures, including placement decisions and out-of-home safety contracting, ensuring the well-being of children. Proactively managed case assignments across Intake and Specialty Sections, optimizing workload distribution and resource allocation to meet deadlines and achieve positive outcomes. Delivered strategic guidance and critical insights to assess and enhance the program's capacity to provide high-quality, impactful services.
• Pioneered the development and implementation of an innovative differential assessment workflow, strategically diverting 3- and 5-day response assessments from the general intake process. This targeted initiative was designed to minimize the backlog in the case assignment queue, resulting in improved workflow efficiency, faster response times, and enhanced service delivery to families in need. The process improvement not only streamlined case management but also contributed to better resource allocation and more timely interventions, aligning with departmental goals of optimizing operational performance and ensuring child safety.
• Worked in close collaboration with fellow administrators and key system partners to streamline workflows across all operational levels, ensuring prompt and efficient service delivery. Maintained a laser focus on eliminating system blind spots and establishing a robust safety net for Philadelphia's children and families. This comprehensive approach involved building strong partnerships with vital stakeholders such as the Community Umbrella Agencies, the Department of Behavioral Health, the Philadelphia Police Department, and other critical entities. Together, these collaborations aimed to fortify the city's child welfare system and promote a unified, responsive approach to addressing the needs of vulnerable children and families.
• Worked collaboratively with Front-End leadership to revitalize and restructure the Philadelphia Child Abuse Hotline, realigning operational units to better address evolving industry needs. This restructuring expanded the Hotline’s capacity to respond around the clock to emergency demands within the marco Philadelphia community as well as our partners in the Community Umbrella Agencies. As a key team member, I contributed to the expansion of the Hotline’s investigative capacity, increasing daily deployment units from 4 to 11, which resulted in an additional 60+ investigators actively working in the community. This initiative strengthened child safety measures, supported system rightsizing, and facilitated protective diversion efforts.

Philadelphia Child Abuse Hotline:

• Led a team of 5 child welfare social workers responsible for the receipt, processing, and oversight of child abuse complaints through a 24/7 hotline, ensuring timely and appropriate responses to each case. This role required a deep understanding of the Child Protective Services Law, the Pennsylvania Safety Assessment Management Process, and the department's internal Hotline Guided Decision-Making Protocols, ensuring full compliance with all legal, regulatory, and operational standards. Additionally, I provided supervision and guidance in the execution of these processes, ensuring efficient and accurate case management while aligning with the department's mission to protect children and promote family safety. Efforts contributed to maintaining a responsive, well-regulated system that effectively addresses the needs of children and families in crisis.
• Collaborated closely with leadership to ensure seamless integration of social work support into critical operational functions, including the management of the childcare room, conducting entry assessments, and strengthening partnerships with PA DHS Childline. This cross-functional teamwork not only enhanced operational efficiency but also improved the response to children and families in need, ensuring timely, effective interventions and reinforcing the department's commitment to child protection and safety.
• Responsible for training new staff on child welfare standards, focusing on investigative expectations, and introducing them to the distinct culture of the child abuse hotline. This includes comprehensive instruction on differential assessment processes and clear guidelines for managing inter-county disputes, ensuring efficient and consistent service delivery across the state network. By equipping staff with the necessary tools and knowledge, the training ensures that sensitive cases are handled effectively, upholding high standards of service and maintaining consistency across all jurisdictions.
• Worked as an integral team member to ensure seamless 24/7, 365-day coverage for the child abuse hotline, providing consistent and immediate responses to all incoming cases. This role involved triaging critical and time-sensitive situations, including during overnight hours, and coordinating with relevant teams to ensure rapid interventions and the protection of vulnerable children. Our collective efforts ensured that all emergencies were handled swiftly and in compliance with legal and regulatory standards, upholding the safety and well-being of children across the community.

Family Service Region:

• Led a dynamic team of 5 social work professionals, expertly orchestrating the planning, delegation, and meticulous review of casework functions within ongoing services region of child welfare. Held paramount responsibility for overseeing thorough safety assessments and risk assessments to evaluate the well-being of children within their home environments, making critical decisions regarding the removal of children from unsafe settings when necessary. Collaborated seamlessly with a broad spectrum of system providers—including healthcare, legal, and educational partners—to craft and implement strategic family service plans focused on achieving permanency and family reunification, whenever feasible.
• Led and mentored the team in managing cases with the utmost integrity, ensuring full compliance with all child welfare policies, procedures, and regulations. Focused on ensuring that each case progressed in a timely manner, reaching appropriate and fair dispositions while prioritizing the safety, stability, and well-being of children and families. Expertly navigated intricate legal, social, and emotional complexities, advocating for the best interests of children, and providing them with the resources and support necessary to secure a better, more stable future. Maintained a child-centered approach, fostering partnerships with families, service providers, and community stakeholders to create sustainable solutions and positive outcomes for children in crisis.
• Cultivated and maintained strong relationships with private sector partners, including community organizations and service providers, to ensure a coordinated and effective response to families requiring protective intervention. Engaged in regular collaboration to optimize service delivery, ensuring families received comprehensive, timely, and culturally competent support services.
• Provided expert testimony in child welfare-related court hearings, presenting clear and compelling evidence based on thorough case evaluations and professional assessments. Advocated for children and families in the legal system, ensuring that the court’s decisions were fully informed, with a focus on the child’s safety, well-being, and long-term stability. Actively participated in discussions with legal professionals, offering strategic recommendations and acting as a trusted advocate for the best interests of the children and families in each case.

• Conducted comprehensive analytical work focused on the planning, evaluation, and monitoring of social service programs designed to deliver essential social work interventions to vulnerable children in Philadelphia. My responsibilities included conducting in-depth analyses, reviewing program proposals, and preparing actionable recommendations to either develop new social service initiatives or enhance existing child welfare and community development programs, all aligned with the department's specific objectives at the time. This work ensured that the programs were effective, responsive to community needs, and consistent with the city’s broader social service goals.
• Integral team member in evaluating the fiscal and programmatic impacts of proposed contracting with the City of Philadelphia, ensuring that these contracts were in alignment with the city’s budgetary framework, particularly with regard to the Needs-Based Budget. Additionally, I provided strategic recommendations for the origination and revision of agency policies, ensuring that all programs remained in compliance with evolving city, state, and federal laws and regulations. This proactive approach was key to maintaining the integrity and effectiveness of social services while navigating complex regulatory landscapes, ultimately benefiting children and programs across Philadelphia.
• Conducted comprehensive on-site evaluations of provider agencies to assess the social service and community development programs and activities contracted by the City. Evaluated the agencies' adherence to stated scope objectives and compliance with departmental and governmental standards. Identified areas of concern in the delivery of contracted services, examining staffing patterns, work processes, and administrative operations. Prepares detailed written reports outlining findings, analyses, and actionable recommendations for improvement. Develops methodologies for collecting relevant data to support program or budget planning and evaluation, selecting appropriate sampling techniques, analyzing data, and evaluating results. Presents findings to superiors for review and necessary corrective action, ensuring optimal service delivery and compliance with applicable regulations.

• Provided comprehensive social work interventions at the full capacity level, conducting Child Protective Services (CPS) investigations and General Protective Services (GPS) assessments to evaluate the necessity and suitability of protective interventions. Strived to maintain a balanced approach, carefully considering both the needs and rights of the families served while ensuring the safety and well-being of children. Employed a thorough and empathetic evaluation process to determine appropriate actions, aligning interventions with legal, regulatory, and ethical standards to achieve the best outcomes for families and children in need of protection.
• Provided expert court testimony to facilitate the resolution of child welfare cases, ensuring the accurate and fair resolution of proceedings. Actively participated in shelter care hearings, adjudicatory hearings, routine reviews, and both contested and uncontested termination of parental rights proceedings. Demonstrated thorough knowledge of child welfare laws and regulations, offering critical insights to support the safety, permanency, and well-being of children. Additionally, worked to ensure the successful and safe discharge of children from the judicial system when appropriate, advocating for the best interests of the child and promoting family reunification when feasible.
• Worked collaboratively with systems partners across the entire child welfare system to provide critical safety and reunification services to children. Fostered strong working relationships with key stakeholders, including social service agencies, legal professionals, and community organizations, to ensure coordinated efforts aimed at protecting children and promoting family reunification. Emphasized a holistic, child-centered approach to service delivery, ensuring that children received the necessary support and interventions to thrive in safe, stable family environments