Intake and Support Services Manager

OPERATION KINDNESS HUMANE SOCIETY•Carrollton, TX

13d•$0 - $70,000•Onsite

About The Position

Operation Kindness Humane Society is seeking an Intake and Support Services Manager to join their team. This organization is a pioneer in Texas for assisting animals in need of veterinary care, companionship, and a home. The Intake and Support Services Manager is responsible for developing, implementing, and enforcing policies and procedures for accepting animals into the shelter. This role ensures that incoming animals align with the shelter's capacity, resources, and departmental needs, while promoting positive outcomes for animals and the wider animal welfare community. The position involves supervising the Intake Lead and Coordinators, managing relationships with shelter and rescue partners, supporting collaborative shelter programs, and ensuring effective communication between the organization and its community partners. Additionally, this role serves as a key liaison for pet support services and community partner shelters, identifying, coordinating, and delivering resources based on client or partner needs.

Requirements

High School Diploma or equivalent, plus proficient office and computer skills.
Fluent in English; bilingual a plus but not required.
Minimum of 3 years directly managing people or programs required
Experience working with pets, preferably in shelter or veterinary setting
Must have a valid Texas driver’s license
Strong knowledge of Microsoft Office products
Proven ability of strong interpersonal and relationship building skills.
Proven ability in written and verbal communications and presentation/training skills
Proven ability to handle difficult situations and mediate conflict.
Proven ability to research project or program, create and execute a plan of action.
Proven ability to work with cross-functional teams within the organization.
Ability to work in collaboration with other organizations to form productive relationships.
Proven record of success in critical thinking and problem-solving skills, the ability to multi-task and prioritize in a high stress environment, and strong decision-making skills.
Positive attitude, open to new solution-based ideas.
Feels and expresses a genuine liking for animals and for working in an animal care environment.
Supports Operation Kindness’s mission and understands how it is organized and functions as a non-profit organization.
Is able to work equally well with paid staff members, clients and volunteers.
Is able to relate well to people with varied backgrounds and beliefs.

Nice To Haves

Experience in shelter capacity/inventory management highly preferred

Responsibilities

Manages the Intake Lead, Coordinators, and Intake Volunteers, training, coaching, scheduling, and delegating responsibilities as appropriate.
Provides oversight of Daily Intake Protocol and Procedures.
Manages and schedules daily intake and the criteria for Intake, utilizing the Intake calendar, capacity data, and other reporting tools and guides.
Ensures animals entering the shelter meet Intake criteria, adoptability guidelines, and organizational goals while coordinating closely with Medical, Behavior, Kitten Nursery, Foster, Offsite Adoption, and other applicable teams.
Ensures all intake animals are input into the data system upon arrival in accordance with standard operating procedures, including accurate data entry, animal identification, and ensuring each pet has a clear photo.
Responsible for managing shelter inventory and capacity utilizing inventory and capacity dashboards and other reporting tools while working to maintain consistent inventory goals.
Works collaboratively with internal departments to anticipate capacity challenges and adjust intake plans accordingly.
Manages and builds relationships with area and regional shelters and rescue groups.
Manages and coordinates animal transfers from other shelters and rescuers which may include personally going to area shelters and selecting animals for intake.
Manages animal intake from all sources including, but not limited to Shelter and Rescue Transfers, Owner Surrenders, and Adoption Returns, and other approved sources.
Oversees all phone calls and emails, respond to emergencies immediately, and ensures all phone calls and emails are answered within forty-eight hours.
Develops and manages all Standard Operating Procedures for the Intake Department.
Participate in local animal welfare committees and/or training as required or requested.
Provides leadership and oversight of pet support services and owner surrender case management processes, ensuring cases are appropriately assigned, documented, followed up on, and resolved in a timely manner.
Ensures the team provides compassionate, consistent, and professional customer service while connecting pet owners with Operation Kindness Humane Society programs and appropriate community resources.
Establishes and monitors standards for case documentation, communication, follow-up, and information sharing to support effective case resolution.
Oversees intake diversion efforts and analyzes surrender reasons, resource needs, case outcomes, and other trends to identify opportunities to strengthen community support and reduce unnecessary shelter admissions.
Works with the Senior Manager of Community Operations to develop and maintain community resource partnerships and ensures the Intake Team has current information regarding available services and support for pet owners.
Represents Operation Kindness Humane Society professionally and fosters a culture of compassion, accountability, collaboration, and exceptional customer service.
Serves as a primary point of contact for designated community partner shelters, fostering positive, professional, and collaborative relationships by ensuring effective communication, follow-up, and coordination of services.
Works collaboratively with the Senior Manager of Community Operations and partner shelters to identify operational challenges, resource needs, capacity concerns, and opportunities for support.
In collaboration with other Operation Kindness Humane Society teams, coordinates and schedules medical services, transportation, and other assistance for partner shelters.
Maintains accurate records and documentation related to partner support, including services provided, animals assisted, and other relevant program metrics.
Supports collaborative initiatives designed to increase live outcomes, decrease length of stay, improve shelter operations, increase access to medical care, and other identified community needs.
Facilitate effective inter- and intra-department communication.
Develop and coach staff members in functional and behavioral skills.
Perform data entry and administrative duties as required.
Manage and oversee a yearly budget for items directly related to their department.
Reports suspicion of animal abuse or neglect to Senior Manager or above immediately.
Reports any unsafe working conditions to Senior Manager or above immediately.
Maintains client, donor, volunteer, and staff confidentiality at all times.
Follows SOPs and other safety regulations at all times.
Complete all necessary and requested training in a timely manner in accordance with shelter policy.
Attend staff meetings.
Participates in shelter events as requested by Supervisor.
Performs other duties as requested or assigned.