Intake and Diversion Manager

Humane Society for Tacoma & Pierce County•Tacoma, WA

4d•Onsite

About The Position

Tacoma Humane is looking for an Intake and Diversion Manager to join the team! This person is responsible for the day-to-day operations of the intake (receiving) department including lost and found services, animal intake and return-to-owner procedures, and shelter diversion for walk-in clients. This position also oversees the Pet Support Counselors (diversion team) to implement shelter diversion strategies and manage owner surrender to the shelter. The Intake and Diversion Manager is the main contact for Animal Control Officers and is expected to build and maintain professional working relationships with them. This role will be working 8 hour days, 5 days a week (Tuesday-Saturday) with some additional hours as needed, and is on site full time.

Requirements

Demonstrated success managing a diverse team, skilled in managing varied relationships, and successful at facilitating collaboration and achieving goals.
Proven ability to effectively develop and manage teams of employees, develop staff/volunteer training, and document effective policies and procedures.
Able to establish and maintain an effective working relationship with interdepartmental staff.
Available to work weekends, holiday shifts, and overtime as needed
Demonstrable ability to deal with a diverse and potentially emotional or volatile public on the telephone, through written communications, and in person
Demonstrable ability to multitask, prioritize, and handle high levels of stress
Able to understand and carry out verbal and written instructions.
Ability to obtain Fear Free for Shelters Certification within 60 days of hiring.
Must possess a valid and unrestricted Washington state driver license with a clean DVM record for the past three years.
Proficiency in Microsoft Office Suites (Excel, PowerPoint, Word, SharePoint, Teams)
Sound judgement and ability to exercise complete discretion when dealing with confidential information.
Communicate effectively verbally and written.
High school diploma or equivalent.
3+ years of experience working in animal shelter operations (Required)
3+ years of experience managing the work of a diverse and productive team of staff and volunteers (Required)
1+ years of experience leading customer service procedures in an animal shelter (Required)
Sit or stand for up to 8 hours per day
Walk frequently
Go up and down stairs (building has elevator, outdoor dog spaces do not)
Kneel, squat or sit on the floor infrequently
Twist, bend and stoop while training handling
Speak, read and write proficiently in English

Nice To Haves

Experience working in social work or community service fields preferred.
Familiarity with managing staff in a union environment preferred.
A strong working knowledge of animal breeds, behavior, health, handling, and care (Preferred)
Experience managing union staff (Preferred)

Responsibilities

Supervises the Pet Support Counselors and Receiving Clerks by managing their schedule; leading the recruitment and termination process; approving timecards and tracking attendance; initial and ongoing training; conducting performance reviews, coaching, disciplinary, and regular one-on-one and department meetings; and all other aspects of employee management.
Oversees the Pet Support Counselors in: Providing owner advice and rehoming support with the goal of intake diversion. Facilitating access to spay, neuter, and other veterinary services Providing behavior management or other advice and resources so they can keep their pet Supporting direct rehoming efforts when needed. Running the Friendly Finder program to reunite lost pets with their owners without entering the shelter. Veterinary Assistance – a community assistance program to keep pets with their people by offering funds for initial exams, complete care visits, and urgent spay/neuter due to medical concerns. Scheduling owner surrenders appointments as needed. Running the Pet Food & Supply Pantry.
Oversees the receiving clerks in Animal intake, processing, and pathway assignment on an individual and population level to reduce length of stay and ensure animal welfare and staff/volunteer/public safety. Shelter diversion tactics. Providing end-of-life services. Implanting microchips for income-qualified clients.
Provides staff and volunteer training in customer service, animal care, handling, and behavior including hands-on with animals as needed for training purposes
Coordinate the end-of-life services for shelter and public domestic animals.
Schedule the Certified Euthanasia Technicians in cooperation with Animal Care Manager and other operations management.
Ensures proper staff training of euthanasia through state approved program.
Manages the euthanasia drug inventory.
Orchestrates an efficient intake and RTO process while ensuring a clean and welcoming department and excellent customer/client service.
Works closely with all operation and veterinary management to match intake levels with HSTPC’s capacity for care.
Accountable for the day-to-day quality of care for all animals housed in the receiving areas.
Visually inspects the animals on a daily basis checking for signs of illness, injury, infection, or signs of compromised welfare.
Ensures proper cleaning, organization, and safety of all receiving animal housing areas.
Runs the Spay/Neuter and Wellness Service Vouchers program – creates and maintains connections and partnerships with local low-cost and private practice veterinarians, processes applications, issues vouchers, and ensures that the program is meeting the needs of the community.
Manages the Pet Food and Supply Pantry (PF&SP) Schedules and trains staff and volunteers Manages supplies, stocking, and inventory. Orders food and supplies and works with the development department to stock the pantry through donations. Works shifts as needed during PF&SP hours.
Oversees the receiving team to administer vaccinations, medications, and treatments of animals as prescribed by the veterinarian or as provided in written policies and procedures.
Orders and inventories supplies for receiving including safety equipment, chemicals, cleansers, food, cat litter, and other supplies.
Is a regular presence in the receiving customer service area to ensure that processes are running smoothly and the team is well supported. Takes ownership of client issues and follows HSTPC guidelines towards a resolution. Handles and documents client and customer concerns and complaints promptly and professionally.
Manages the volunteer programs within receiving and pet support. Oversees training, scheduling, communication, and tactful coaching of volunteers. Works with the volunteer manager on volunteer disciplinary or dismissal processes. Works with the volunteer manager to develop and maintain new volunteer programs.
Serves as the primary point of contact for our municipal partners and their officers/agents and work to maintain excellent communication and relationships.
In cooperation with Animal Care Manager and appropriate Species Lead: coordinates planning of large-scale confiscate cases. Follow up on complaints or issues related to interactions between staff/volunteer and animal control interactions or other behavior or procedural concerns. Orients new animal control officers or updates on new processes, as outlined in contracts. Provides training, when needed, to Animal Control Officers for data entry and current policies. Organizes quarterly meetings with animal control municipalities. Elevates issues with contract compliance to COO.
Serves as the manager-on-duty: supporting all client-facing and animal care teams when their manager/lead is not available.
Takes a welcoming, compassionate, and non-judgmental approach to community support to reduce barriers and nurture an inclusive approach to pet ownership. Trains staff and volunteers accordingly.
Develops and implements standard operating procedures to ensure efficiencies and clear roles in inter- and intra-departmental processes.
Identifies and proposes program changes to responds to community needs to improve access to pet care resources.
Attends meetings and training sessions as scheduled/required.
Actively promotes the Humane Society for Tacoma & Pierce County’s mission, services, programs, and events and represents the organization as requested.
Is flexible with scheduling as needed to meet the needs of the organization.
Establishes targets and goals for the team and develops plans to achieve such goals.
Maintains open communication with COO and leadership; reporting progress, concerns, and developments.
Develops, manages, and adheres to approved department budgets.
Maintains confidentiality of employee records, financial information, and client information.
Interacts with co-workers and volunteers in an efficient and courteous manner to ensure a cooperative team environment amongst all departments.
Models, trains, and encourages the humane treatment of animals and ensures adherence to Association of Shelter Veterinarian and Fear Free standards and guidelines.
Ensures a safe work environment, following all safety guidelines and modeling safe work practices.
Willingly and cooperatively performs other duties as assigned by proper authority, including those that may not be in specific job description.