Provided is a guide to assist state and local agencies in improving the administration and management of services to abused and neglected children and their families. Protective services at the state level are covered in the first section, including such topics as organization; initiating and reacting to proposed state legislation; developing working definitions of child abuse and neglect, formulating policy, and setting standards for local protective services programs; serving as an information clearinghouse; and developing a budget. The second section on protective services at the local level includes nine chapters on the following topics: definitions (of physical abuse, sexual abuse, neglect, and emotional abuse or neglect); organization and staff structure; assessment, investigation, and validation; case management; supportive and treatment services (including medical, foster care, and emergency services); resource development and interagency coordination; staff development, training, and supervision; public education and information; and recordkeeping and other management tools (including accountability, planning, and evaluation). Checklists for state and local agencies are provided, and a glossary of terms and a listing of HEW regional offices are appended. (IM)