The first step would be for DSS to make themselves available via email, this way it creates a log of the complaint which would create fear within DSS and cause them to be more responsive.
Secondly; there should be a Review Board which oversees DSS decisions. This board should be composed of a Domestic violence expert, a High ranking Police Offical a member of Town or City government an educator (teacher) and a Psychiatrist. (Notice there are 5 members). At this point you now have members who will be held responsible. Members who hold high profile positions within the community, none of whom want their name connected to a child injury tragedy. The majority rules if 3 of the 5 decide the child should be moved then the child should be moved.
My last thought. The Director of DSS should be voted in by the taxpayers of Massachusetts and not appointed by the Govenor.