Intake Supervisor

SPCA of Wake County • Raleigh, NC

2d • $52,000 - $55,000 • Onsite

About The Position

The Intake Supervisor is a working supervisor responsible for overseeing the daily operations of the Intake Department while ensuring exceptional customer service, operational efficiency, and positive outcomes for animals entering the SPCA of Wake County Adoption Program. This role provides direct supervision, coaching, scheduling, training, and development for Intake team members while supporting a collaborative and mission-driven work environment. This position leads the coordination and assessment of animals entering the organization through owner surrender, transfer partnerships, and other intake channels. The Intake Supervisor works closely with pet owners, rescue partners, volunteers, and internal departments to facilitate safe, humane, and efficient intake processes while supporting pet retention efforts when appropriate. As a working supervisor, this role actively participates in daily intake operations, including customer interactions, scheduling, recordkeeping, animal handling, and coordination with Medical, Foster, Animal Care, and Adoptions teams. The position plays a key role in maintaining population flow, supporting animal welfare standards, and ensuring operational readiness across the organization. This role is ideal for experienced animal welfare professionals who thrive in fast-paced environments, possess strong leadership and customer service skills, and are passionate about supporting both people and animals during critical points in the sheltering process.

Requirements

• Minimum 3 years of experience in animal welfare, animal sheltering, veterinary support, animal care, or a related field
• Minimum 1 year of supervisory, leadership, or team lead experience
• Excellent customer service skills with the ability to communicate compassionately and professionally during emotionally sensitive situations
• Working knowledge of companion animal behavior and humane animal handling practices
• Working knowledge of common veterinary terminology and basic animal health concepts
• Experience performing or supporting basic veterinary procedures such as vaccinations and intake-related medical processes
• Experience utilizing database, CRM, shelter management, or related software systems to maintain records and documentation
• Proficiency with Microsoft Office applications including Outlook, Word, and Excel
• Strong organizational, time management, problem-solving, and decision-making skills
• Ability to work effectively in a fast-paced, high-volume environment
• Demonstrated commitment to animal welfare and the mission of the SPCA of Wake County

Nice To Haves

• Previous supervisory experience within an animal shelter, animal welfare organization, or veterinary setting
• Experience with shelter population management and intake diversion strategies
• Experience providing pet retention counseling or community resource support
• Familiarity with shelter software systems and Salesforce
• Fear Free, low-stress handling, or similar animal handling training/certifications
• Experience working with volunteers and community partners

Responsibilities

• Oversee and coordinate daily intake operations, ensuring efficient and humane processing of animals entering the SPCA Adoption Program
• Lead Intake team members in scheduling and facilitating owner surrenders, shelter partner transfers, and other intake activities
• Provide exceptional customer service through phone, email, and in-person interactions with pet owners, transfer partners, volunteers, and community members
• Conduct pet retention counseling and provide resources when appropriate to support positive outcomes for pets and families
• Gather, review, and process intake documentation, medical histories, behavioral information, and related records
• Ensure accurate and timely data entry within shelter management, CRM, and related systems
• Assist with intake assessments and support decision-making regarding animal placement and next steps
• Address customer concerns, complaints, and complex situations with professionalism, compassion, and sound judgment
• Directly supervise Intake team members, providing day-to-day leadership, coaching, support, and accountability
• Train, onboard, mentor, and develop employees to support departmental success and professional growth
• Foster a positive, collaborative, and mission-driven work environment for staff and volunteers
• Assist with scheduling, workload distribution, and operational coverage planning
• Monitor team performance and provide ongoing feedback, coaching, and corrective action when necessary
• Identify workflow challenges and implement solutions that improve departmental efficiency and effectiveness
• Model professional behavior, customer service excellence, and organizational values
• Support the safe, humane, and appropriate handling of all animals entering SPCA custody
• Help ensure proper sanitation, housing, and welfare standards are maintained within intake areas
• Monitor intake volume and work collaboratively with Animal Care, Medical, Foster, and Adoptions teams to support population management strategies
• Assist with maintaining efficient animal flow throughout the organization
• Support placement decisions and coordination for foster care, medical treatment, behavior support, and adoption readiness
• Promote low-stress handling techniques and animal welfare best practices
• Work closely with the Medical team to support timely examinations, vaccinations, treatments, and medical intake processes
• Partner with the Foster Care team to identify and coordinate foster placement opportunities
• Collaborate with Animal Care and Adoptions teams to support organizational capacity and positive animal outcomes
• Maintain regular communication with the Intake Manager regarding operational concerns, staffing needs, workflow issues, and department performance
• Participate in meetings, planning discussions, and organizational initiatives as needed
• Help ensure the safety of employees, volunteers, visitors, and animals within the Intake Department
• Support compliance with organizational policies, procedures, animal welfare standards, and safety protocols
• Maintain accurate records and documentation in accordance with departmental and organizational requirements
• Promote a culture of accountability, professionalism, kindness, and continuous improvement
• Perform additional operational and administrative duties as assigned to support organizational needs

Benefits

• Medical and Dental: Employer pays 90% of employee coverage (full-time)
• Insurance includes wellness, dental, vision, life, mental health care, prescriptions, emergency & urgent care, chiropractic care, and physical therapy
• Telemedicine options, 24/7 access to virtual health & wellness care and virtual behavioral health care
• PAID TIME OFF – All part-time and full-time staff receive paid time off.
• Paid Holidays - 9 paid holidays per year (full-time)
• Vacation Time - 10 paid vacation days per year (full-time) with scheduled increases at milestone anniversaries of hire date
• Sick Time - 6.5 paid sick days per year (full-time)
• FINANCIAL – Healthcare: Flexible Spending Account
• 401k Plan
• Coastal Federal Credit Union Membership
• 20% discount on pet adoptions and in SPCA Wake retail store
• OTHER – Bereavement time off
• Federal & State Leave of Absence options

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed