Community and Client Services Manager

Lifeline Animal Project Inc•Chamblee, GA

8d•Onsite

About The Position

LifeLine Animal Project is committed to the care and welfare of pets and the people who love them. The values we exhibit as an organization show the strength of our staff, our leadership and our community. We expect all employees to exhibit LifeLine’s core values as we complete daily tasks, provide services to clients and care for our animals. The Manager of Community and Client Services oversees customer-facing for service and LifeLife programs dedicated to strengthening community resources and alternatives to shelter intakes. This role is responsible for ensuring that programs and resources are available in a timely and accurate manner and for developing and maintaining a knowledge management framework that can be used to continuously improve this content. The Manager of Community and Client Services will be responsible for cultivating a strong customer community in public forums, identifying, and strengthening relationships with community advocates, and promoting and growing that community in relation to people and animals. Finally, the Manager of Community and Client Services will directly manage a team of Community Support Coordinators and Client Service Coordinators to help achieve these goals.

Requirements

Compassion for animals and the people who love and care for them.
Ability to serve the public and fellow employees with honesty and integrity.
Excellent customer service skills.
Ability to work well in a fast-paced, team-oriented environment.
Ability to learn animal management software systems and accurately enter information into the software system.
Knowledge of general animal care principles and practices.
Ability to follow safety protocols and handle challenging situations with calmness and professionalism.
Ability to work collaboratively with multiple departments to ensure efficient shelter operations.
Ability to adapt to changing circumstances and remain composed under pressure.
Ability to interact with impounded dogs, cats and other animals including vicious, stray, sick or injured animals.
Ability to handle seeing and dealing with animals that have been abused, neglected or treated cruelly.
Advanced knowledge of state and county animal control ordinances and laws.
Ability to prepare and maintain routine work records and reports.
Ability to communicate effectively, both orally and in writing in a non-judgmental fashion.
Demonstrated ability to supervise and motivate a team.
Able to proficiently use common Microsoft Office and Google Workspace software.
Ability to be comfortable working with cats, dogs, small animals, reptiles, fish and wildlife.
Advanced training, instruction and/or experience in the field of customer service.
Ability to cope with the emotional impact of euthanasia.
Must be able to work some nights and weekends based on shelter needs.
Must pass a background check.
Must have a means of travel that ensures prompt arrival for work shifts.
Minimum of high school diploma or equivalent.
At least one year of leadership experience.
Two or more years’ experience in community outreach or advocacy experience.
Experience working with people from many different backgrounds.

Nice To Haves

Fear Free Sheltering preferred.

Responsibilities

Manage LifeLine’s collaborative programs to strengthen community relations targeted to keep animals with owners, while respecting, embracing, and celebrating the diversity of individuals.
Take responsibility to lead programs and initiatives focused on collaboration, safety-net and resource-building.
Supervise staff, oversight of duties, monitor performance and adherence to LifeLine’s philosophy, program objectives and standards.
Conduct annual employee evaluations, performance improvement plans and assist staff in setting and attaining goals.
Courageously collaborate with DeKalb County Animal Services and Enforcement leadership to offer support by collaborating with officers in the field and providing assistance to citizens.
Coordinate with various departments to ensure animals are properly coded and cared for in the shelter to help drive LifeLine’s mission to save lives.
Exhibit exceptional stewardship by ensuring all cases and transactions are properly recorded and documented in shelter systems. Provide reports, statistics and audits when requested.
Coordinate and participate in a variety of community awareness activities, including in-services with partner agencies, resource fairs, community presentations, etc.
Assist on policy, procedure implementation.
Identify areas for program development and streamlined service provision.
Help strengthen and build a community of animal welfare advocates by supporting and engaging the volunteers who aid the community support and general shelter teams.
Continue education by participating in LifeLine’s 40-hour annual training requirement.
Maintain a clean and tidy work area.
Other tasks as assigned.