Full-Time Shelter Adoptions and Client Services Manager
Job Description
A Northwest leader in protecting animals since 1967, the Progressive Animal Welfare Society (PAWS) shelters homeless animals, rehabilitates injured and orphaned wildlife, and empowers people to demonstrate compassion and respect for animals in their daily lives.
Position Title: Shelter Adoption and Client Service Manager
Starting Wage: $26.00 per hour
Full Range: $26.00 to $37.44 per hour
Position summary:
The Adoption and Client Service (ACS) Manager is a member of the PAWS’ Companion Animal Services (CAS) management team and reports to the Shelter Operations Manager. The ACS Manager is responsible for the daily customer care and adoptions services for PAWS and supports the daily animal care and operations of the shelter. They will maintain a safe and healthy environment for animals, staff, and the public visiting the shelter adoptions center. They will promote a team environment dedicated to the excellence of our animal sheltering mission and will be expected to perform established duties and essential functions without direct supervision.
Values:
All employees and volunteers exemplify the values of PAWS and exhibit mindful demonstration of:
Commitment – A champion for animals no matter the difficulty.
Compassion – Acting to ease pain and distress.
Kindness – Demonstrating caring toward all living beings.
Respect – Welcoming to people of all backgrounds and identities.
Trust – Believing in the ability and positive intention of others.
Essential responsibilities:
- Responsible for all major elements of the adoptions program; manages the adoption program to meet agency goals and objectives. Ensures program’s success by overseeing program implementation, documentation, and support materials.
- Responsible for adoption and front counter transactions and education of shelter visitors, including sales of licenses, microchips and retail items, trap rentals, requests for monetary donations, post-adoption follow-up program, return-to-guardian, and delayed or post-adoption issues.
- Directly supervise the scheduling, daily activities and performance of adoption and client service staff. Maintain open lines of communication and conduct regular staff meetings.
- Manages and oversees customer service issues supporting the adoption and client services staff and gracefully handle challenging client situations.
- Responsible for the effective development of direct report positions, recruitment, motivation, hiring, orientation, scheduling, evaluation, advancement, training, and recognition with an inclusive team approach in accordance with policies and procedures.
- Work closely with the shelter team to maintain the high quality of care of all animals in the shelter. Inform Animal Care Manager about noticed medical and behavioral issues impacting animals both in shelter and adopted animals.
- Collaboratively work with the Shelter Operations Manager and the Shelter Animal Care Manager to manage the records for incoming animals, such as ID tracing for Lost and Found animals, Animal Control holds, and adoption returns.
- Collaboratively work with the Shelter Operations Manager, Shelter Animal Care Manager and the Transfer & Partnership Coordinator to manage and process paperwork for animals transferred into PAWS ensuring accurate record-keeping and ensuring we have all historical information for new intakes from transfer partners.
- Train and assist adoptions staff in elevating donations to PAWS above the adoption fee by leading, modeling, and ensuring staff are asking clients for contributions to our non-profit organization in a consistent manner following prescribed standard operating procedures.
- Work in tandem with the Shelter Operations Manager to manage the lost/found program to meet agency objectives and ensure compliance with contractual obligations with municipalities which partner with PAWS for animal sheltering services.
- Responsible for adoption and shelter customer service training and procedures, and keep paperwork, brochures, educational materials, and the lost-and-found binders updated and stocked.
- Responsible for contributing to and updating monthly and annual adoption statistic reports; compile, maintain and analyze adoption statistics for various reporting needs and contribute to the development of the annual shelter report.
Other responsibilities include:
- On days with short staffing, act in-role as an Adoption Advisor or Client Services Representative.
- Supervise the proper daily cleaning, organization, safety, and routine maintenance of all adoption-facing and retail areas.
- Perform daily review of adoptable animals, update paperwork with the adoptions team and identify any animals needing additional veterinary or behavioral assessment and care.
- Perform daily operational duties as needed, including animal care, cleaning, euthanasia, animal receiving and other daily tasks.
- Review adoption counseling memos and adoption restrictions on animals available for adoption.
- Recommends and reviews the generation of adoption-centric social media content in conjunction with PAWS’ Director of Communications.
- Make recommendations and collaborate on repairs, improvements or purchases pertaining to customer care areas and equipment.
- Collaborate and coordinate with PAWS Cat City and the PAWS Wildlife Center on retail purchasing and inventory management to ensure the merchandising in the shelter lobby represents “one PAWS” to increase brand awareness and to maximize retail revenue.
- Coordinate ordering and inventory of supplies for adoptions lobby.
- Collaborate with the shelter management team on user-friendly adoption support materials and provide recommendations on adoption fees within prescribed departmental practices to achieve projected adoption revenues.
- Assist Senior Director with preparation of the adoptions program budget, manage expenditures for the adoption program within approved budget, and provide the proposed adoption and related fees to the Senior Director by end of July annually for budget consideration.
- Assist with managing expenditures within projected budget goals, and coordinate with Shelter Operations Manager on staff scheduling.
- Work collaboratively with PAWS Communications staff to create and update marketing materials and assist with planning for adoption promotions through constructive collaboration and communication to ensure a steady flow of adoptions.
- Perform other related duties as needed to ensure a positive work environment and public image.
Controls over Work:
The Shelter Adoption and Client Service Manager is a member of the CAS Management Team and reports directly to the Shelter Manager and is expected to perform the established duties and essential functions without direct supervision.
Physical requirements:
Candidates must be able to lift a minimum of forty (40) pounds. Work is performed both inside and outdoors at our Lynnwood shelter, and occasionally at PAWS Cat City in Seattle as needed, which requires lifting, bending, stooping, pushing and other moderately strenuous activities. Must be able to sit or stand for long periods of time, including working at a computer.
Requirements:
- College degree preferred or 3+ years of management experience within animal welfare or related field.
- Additional schooling and/or experience in the animal care profession are highly valued.
- Minimum 2 years’ supervisory experience, and a minimum of 2 years’ experience working in an animal shelter or an equivalent combination of experience working with animals. Supervisory experience at an animal shelter or similar facility working with staff and animals is highly desirable.
- Capacity to work daily with companion animals and have a basic understanding of the needs and behavior characteristics of domestic cats and dogs and be able to handle individual animals in a caring, safe, and humane manner.
- Have experience with injection euthanasia using sodium pentobarbital and must have or be able to obtain a Washington State Certificate for the Administration of Legend Drugs and a PAWS Certificate of Euthanasia Training.
- Have or be able to obtain a valid Washington driver’s license with no record of major or repeated minor traffic offenses and auto insurance with required coverage limits.
Knowledge, Skills & Abilities:
- Ability to work cooperatively with people and to communicate clearly about PAWS’ mission and the care and humane treatment of animals, ever mindful of the safety of the public and other employees while always representing PAWS professionally.
- Organized, flexible, and able to balance concurrent projects and adjust to rapid, changing needs.
- Must be, or readily become, fluent and comfortable with computer systems used in our operations (Microsoft Office and Outlook) and have basic computer skills, including database skills.
- Possess excellent interpersonal, organizational, written, and verbal communication skills and the ability to work effectively and respectfully with diverse groups of people.
- Effectively manage people and promote a positive, respectful, and collaborative working environment built on team concepts.
- Must exemplify the values of the organization in all interactions with coworkers and members of the public, including respect, trust, compassion, commitment, and courage.
Controls over Work:
The Shelter Animal Care Manager is a member of the CAS Management Team and reports directly to the Shelter Operations Manager and is expected to perform the established duties and essential functions without direct supervision.
Written performance evaluations will be given after 90 days and annually thereafter.
Working Conditions:
Daily lifting a minimum of forty (40) pounds. Lifting of heavier weights with the assistance of another staff. Handling and restraining dogs/cats of various sizes, weights, and temperaments. Work is performed both in and out of the shelter that requires lifting, bending, stooping, pushing and other moderately strenuous activities, and must be able to stand for long periods of time. Ability to be outdoors in all weather conditions year-round. Exposure to noise, odors, chemicals fumes, dust, animal hair/dander, parasites, urine and feces, and transmittable diseases due to equipment and animals. Ability to work 8–10-hour shifts (8 hour per day schedule is typical) on a five day per week schedule, typically days with some evenings, weekends and holidays, and flexibility to respond to emergencies as needed.
Benefits:
Generous benefits available including health/vision/dental/long-term disability/life insurance for employees and their families, enrollment in 403(b) plan with employer contribution and match, paid time off (PTO) starting with accrual of up to 15 days annually, 10 paid holidays per year, Employee Assistance Program (EAP), pet supply discounts, and discounts for veterinary services at select veterinary clinics.
Equal Employment Opportunity:
PAWS is an equal opportunity employer. PAWS employment decisions are made based on merit and business needs. PAWS is committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, regardless of actual or perceived race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor. We celebrate the diversity of individual unique identity, perspectives, and experiences and are committed to creating an inclusive environment for all employees.
We encourage ALL to apply.
All PAWS positions receive written performance evaluations after the first 90 days and annually thereafter.
Application process:
Upload your Cover Letter stating your qualifications and why you are interested in this position, your Resume, and complete the online Application.
(PAWS | Progressive Animal Welfare Society Job Posting | PAWS)
Only Complete Application Packets will receive consideration.
Applications received through June 26, 2023, will receive priority consideration.
Position Open Until Filled but may be closed at any time a qualified candidate is selected.
Note: Under the provisions of the Immigration and Reform Act of 1986, the successful candidate will be required to provide both evidence of identity and eligibility for employment.
All Offers of Employment are Conditional, based on successful completion of reference and background checks.
How to Apply
Application process: Upload your Cover Letter stating your qualifications and why you are interested in this position, your Resume, and complete the online Application. (PAWS | Progressive Animal Welfare Society Job Posting | PAWS) Only Complete Application Packets will receive consideration. Applications received through June 26, 2023, will receive priority consideration. Position Open Until Filled but may be closed at any time a qualified candidate is selected.143 total views, 0 today