Job Title: Animal Resource Center Manager
Classification: Full time, salary, exempt
Job Relationship: Reports to Senior Director of Operations. Works closely with Clinic Manager, Chief Humane Agent, project CARE Manager, Assistant Shelter Manager, Animal Care Supervisor, and Animal Wellness and Flow Supervisor. Supervises Admissions Coordinator and Client Care Associates in the Animal Resource Center.
Position Summary: Responsible for providing quality customer service in the Animal Resource Center (ARC). Effectively determines best resources (surrender, Community Pet Clinic (CPC), and project CARE) available to clients and animals. Supervises, trains, and coaches reception team in order to meet goals of the department. Ensures the performance of assigned departmental duties is done at an exceptional level.
Essential Job Functions:
Ensures exceptional and consistent client care for all Animal Resource Center clients
- Models “Compassion” core value behavior. Treats animals and people with respect, empathy, and kindness. Listens and responds to the needs of people who use our programs and services, support us, work and volunteer for us, and to other animal welfare organizations that turn to us for help.
- Responsible for managing client flow, ensuring consistent, high quality services are provided to patrons, visitors, staff, and volunteers
- Supervises, trains, and coaches reception team to ensure consistent messaging and high quality services are provided to all clients
- Ensures team members understand and can advise clients about different resources available to them (surrender, CPC, project CARE) and make the best decision in each situation.
- Assists staff in situations requiring immediate problem solving. Handles escalated client situations.
- Works closely with Clinic Manager to ensure both CPC receptionists and ARC receptionists handle client situations consistently and with the same messaging. Provides training to CPC receptionists, and feedback to Clinic Manager as needed.
- Ensures prompt in-person and telephone customer service.
Supervises ARC personnel and builds an effective team
- Supervises ARC client care associates and Admissions Coordinator. Assesses, respects, and addresses staff needs immediately.
- Performs supervisory duties, including reviewing work performance, motivating subordinates to work more effectively, identifying problems with performance and solutions to those problems, determining training needs to improve performance, initiating measures to correct misconduct per APL policy. Carries out approved disciplinary actions.
- Provides orientation, training, and supervision to employees, volunteers, and students. Prepares and presents necessary evaluations and performance appraisals.
- Ensures compliance with APL animal care, safety, and personnel practices and procedures
- Respects and addresses staff concerns immediately
- Orients new staff and ensures staff is trained and coached to a level necessary to achieve the APL’s mission and goals. Coaches staff by providing regular, ongoing feedback and training
- Promotes teamwork, communication, and cooperation between APL departments; ensures staff provide high-quality, positive interactions with clients and co-workers.
- Assists with the development of training and orientation materials and implements training for staff/volunteers on the resources available via the Animal Resource Center and requirements for program participation
- Performs the duties of subordinate employees as needed
Performs operational and administrative support functions
- Maintains the department properly with respect to appearance, sanitation, and operations
- Monitors protocols for compliance with disease control, safe animal handling, etc.
- Adheres to policies and protocols for animal care, treatment, advocacy and the mission of the APL. Implements policies and procedures as directed.
- Monitors and reports on department goal achievement
- Provides recommendations on the annual ARC budget.
- Adheres to the annual budget and promotes cost savings within the department.
- Maintains department inventory according to budget. Ensures the proper care and maintenance of all equipment. Creates purchase orders for all equipment, supplies and materials for department.
- Maintains necessary records and generates accurate monthly and yearly statistical reports.
- Opens and closes shelter as needed
Performs other duties as assigned, including but not limited to:
- Flexible with scheduling and is available when away from the facility as needed to meet the needs of the organization
- Promotes and follows safety guidelines to ensure a safe work environment. Takes immediate action to address any safety concern or noncompliance with OSHA safety rules that could put an employee, volunteer, client, animal and organization at risk.
- Promotes communication and cooperation between APL departments
- Actively supports departments, staff and volunteers and promotes the development of skills related to the advancement of our goals and mission. Represents the APL in a professional and courteous manner at all times. Provides quality service to customers, volunteers, and staff recognizing their individual contribution to the success of our organization.
- Actively promotes the APL’s mission, services, programs and events. Informs clients and constituents of donation opportunities as appropriate, cultivating relationships with current and potential donors.
- Provides professional credibility to the APL’s endeavor to help animals.
- Minimum Associates Degree in related field; 2 years of recent animal shelter work experience may be considered in lieu of degree
- Minimum two years customer service experience
- Minimum two years supervisory experience
Knowledge and Skills
- Knowledge of effective supervisory and management techniques and ability to utilize them to promote full performance and high morale.
- Ability to work in a fast-paced environment with a variety of people
- Ability to identify and understand problems and determine appropriate measures to solve them.
- Efficient Microsoft Office user with the ability to maintain a variety of records and to prepare statistical and other reports from such records
- Experience in animal behavior, health, handling, & care in a shelter environment strongly preferred
- Excellent communication and leadership skills. Ability to express ideas clearly, both orally and in writing. Exercises good judgment when dealing with the public, staff and volunteers.
- Detail oriented and able to prioritize and perform duties efficiently and effectively with an adequate amount of independence
- Committed to maintaining the Cleveland Animal Protective League’s high standard of animal care and mission to foster compassion and end animal suffering
- Ability to perform and train staff in euthanasia