Adoption Supervisor

ANIMAL CARE & CONTROL OF NYC•New York, NY

About The Position

The Adoption Program at ACC has a goal that is simple and powerful: we are looking to help end animal homelessness in New York City by connecting people and pets for adoption. ACC employs an open adoption approach where we understand that there is no such thing as the “perfect home” and we welcome all clients as potential adopters. Using this approach, the adoption process is conversation-based and non-judgmental. Our focus is on matching pets with people and providing resources to continue assisting these new families post adoption. The Adoption Supervisor will oversee a team of adoption counselors at the Bronx Care Centers. The primary function of the supervisor is to oversee daily operations of the adoption floor, provide support to staff and potential adopters, as well as uphold the principles of open adoptions. They will need to effectively communicate ACC’s mission, as well as the procedures and processes of the Adoptions Department.

Requirements

High School Diploma or GED required.
Candidates must have a minimum of 1-3 years’ experience in a customer service orientated staff management position.
Candidates must be comfortable handling, and training staff on how to handle, animals of varying species, sizes and temperaments.
Comfortable working in a fast paced often high-stress ever changing environment.
Customer driven and focused on providing a positive upbeat experience for all clients.
A high attention to detail, a strong work ethic, and thrive working in busy environment.
Treating animals and people with respect and employ humane handling techniques whenever possible.
Work well independently but also function seamlessly as a member of a team.
Flexibility to adapt to new technology and ability to implement changes.
Must be able to lift a minimum of 50lbs.

Nice To Haves

Bachelor’s Degree strongly preferred.
Bi-lingual (Spanish) a plus but not required.
Prior handling experience for animals preferred.

Responsibilities

Provide training, direction, supervision, and oversight to a team of adoption counselors in the Bronx Care Centers.
Manage any client concerns and/or complaints by providing conflict resolution for both staff and clients through direct and transparent communication. The goal of any escalated situation is to diffuse client conflicts, finding amiable solutions for all parties whenever possible.
Oversee a variety of administrative tasks including timecard approval, schedule building, inventory and ordering, data spreadsheets, and review and management of animal records, etc.
Implement and monitor the daily performance of the counselors, establishing personal goals during monthly check-in meetings.
Establish and uphold adoption goals: daily, weekly, monthly, and yearly.
Provide continual training opportunities to help staff advance and grow their skills.
Oversee reconcile of money at the shelter.
Participate in staff hiring, evaluations, and disciplinary action in cooperation with Senior Management.
Supervise adoption email account and monitor multi-line phone system, ensuring that client inquiries are followed up within a timely and satisfactory manner.
Fill in for adoption staff as needed; the adoption supervisor should be proficient in all tasks expected of an adoption counselor.
On-call availability as assigned.
Become knowledgeable in the role of all client-interfacing staff to step in and provide supervisory coverage as needed.
Document client complaints and create incident reports as needed.
Provide follow-up post adoption to answer any questions or to address and work through common challenges.
Model and promote a staff culture that is friendly, outgoing, and free of judgement.
Ensure implementation and adherence to best practices and organizational policy.
Assist with large-scale in-shelter adoption of events and promotions.
Assist with coverage at off-site weekly mobile events as needed.
Ensure that all paperwork is filed and organized according to policy.
Manage and adhere to operational budgets.
Maintain inventory, order, and monitor supplies.
Fear Free certification required within 30 days of hire.
Complete other duties assigned by the adoption manager.

Benefits

ACC values work/life balance and offers a generous paid-time-off (PTO) package that includes vacation time, birthdays off, personal days and sick pay.
We also value physical and mental health by offering a great open access Cigna medical, dental and vision insurance at a low premium to our employees as well as 401K and Pension, Life Insurance.
We also have on-the-job training for 2-4 weeks, periodic all staff trainings to include safety, DEI, cross training, and other growth opportunities.
Because ACC is a nonprofit, employees may be eligible for loan forgiveness, cancellation, and/or consolidation under the Public Service Loan Forgiveness program (PSLF). Created under the College Cost Reduction and Access Act of 2007, PSLF allows borrowers who work full time for nonprofits and government agencies to have their outstanding debt forgiven tax-free on Federal Direct Loans, after making 120 qualifying monthly payments under a qualifying repayment plan.

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