Shelter Operations Supervisor

Job Description

Job Description

Looking to make a difference in the lives of pets and people? With an almost year-round beautiful blue sky and a scenic mountain backdrop, HSPPR is a nonprofit animal shelter serving El Paso, Pueblo, and Douglas Counties as well as the City of Centennial in the colorful State of Colorado. We employ a total of 200+ employees. We are an organization that celebrates and prioritizes diversity and inclusion. HSPPR welcomes you to apply for this exciting opportunity at our socially conscious organization.

Job Summary

Provide direct supervision and leadership to the Customer Service, Animal Care and Shelter Operation Technicians. Monitor the workflow of all animal and customer care areas. Assist in training and oversight of new staff and volunteers. Ensure that all customers coming into HSPPR are assisted in an efficient and professional manner. Responsible for executing operational goals and creating an environment of compassionate and respectful animal and people care in accordance with HSPPR's mission, values, and goals.

Key Duties and Responsibilities

• Supervise all aspects of the Customer Service and Animal Care departments: including high quality standards of customer service, animal care, handling, sanitation, and consistency of staff performance with protocols.
• Ensure the Animal Care team operates in a coordinated, efficient, and effective manner in all aspects including but not limited to: animals feeding according to dietary instructions, cleaning and disinfecting animal enclosures, dishes, and other equipment, and Completing laundry and movement of animal population through the building.
• Ensure that the Customer Service department operates in an efficient and effective manner for all transactions including but not limited to: adoptions, animal intakes, returning animals to their owner, and donations.
• Oversee workflow and anticipate problematic transactions in order to step in to support prior to escalation.
• Oversee all aspects of the lost and found program, including daily owner notification reports and urgent lost matchings as required.
• Responsible for conducting staff meetings and preparing staff trainings.
• Provide input to Operations Manager regarding performance evaluations, employee coaching and disciplinary actions.
• Assist in keeping all training manuals, procedures, and checklists up to date.
• Supervise, train, and coach staff by providing ongoing feedback in conjunction with the Operations Manager. Communicates performance standards, as well as direct and motivate employees.
• Handle complaints and/or concerns from customers with professionalism and sound judgment. Involve Operations Manager and/or Director of Shelter Operations when necessary.
• Assist with scheduling staff for each work area to ensure efficient workflow.
• Perform "Lock up" procedure in the evening when necessary.
• Serves as Euthanasia lead or assisting in the Euthanasia process. Performing humane euthanasia of animals as well as proper care and disposal of deceased animals.
• Periodically cover overnight on-call emergency animal transport.
• Performs all Animal Care duties as needed.
• Performs all Customer Service Representative duties as needed.
• Represent HSPPR in a professional light and promote our mission and goals.

Relationships

• Works to anticipate and resolve conflict and promote open communication between volunteers, staff, and management. Solicits volunteer and employee input regarding their work and workplace.
• Supports staff and volunteers; provides quality service to clients, volunteers, and employees recognizing their individual contributions to the success of our organization.

Communication

• Liaison to volunteers, provides feedback and answers to FAQ's, provides problem solving, addresses animal behavior issues following current procedure for such.
• Communicates effectively with staff and volunteers so pertinent parties are informed of issues/information.
• Documents staff and volunteer complaints. Handles complaints and/or concerns with professionalism and good judgment. Involves Operations Manager as necessary.
• Communicates with and provides regular feedback and/or coaching to volunteers in a professional and timely manner.
• Informs Operations Manager of developments that may affect HSPPR or the department including department progress, media exposure, public image, client concerns, and personnel issues.

Customer Service

• Informs Operations Manager of developments that may affect HSPPR or the department including department progress, media exposure, public image, client concerns, and personnel issues.
• Supports staff and volunteers; provide quality services to clients, volunteers, and employees recognizing their individual contributions to the success of our organization.

Fiscal Responsibility

• Oversees inventory of supplies and ordering for the department.
• Oversees department payroll to ensure efficiency.
• Plans and organizes in anticipation of future needs.

Other

• Commitment to the mission, values, goals and success of HSPPR.
• Appropriately documents observed animal behaviors utilizing objective language as required in relevant procedures and/or policies.
• Perform all other duties as assigned.

Supervisory Duties

Animal Care Technicians, Customer Service Representatives, Shelter Operation Technicians, Shelter Operations Specialists, Custodian and Overnight Animal Transport, Custodian and Overnight Animal Transport Lead

Material and Equipment Directly Used

Knowledge and ability of common computer software.

Physical Demands

• Regularly sits at computer station.
• Must be able to lift, push, and pull a minimum of forty pounds with reasonable accommodations.
• Must be able to be on feet for extended periods of time.
• Typically stands, bends, stoops and crouches.
• Consistently exposed to animals in the workplace and animal allergens under conditions with limited alternatives available.
• Periodically drives a HSPPR Vehicle to perform duties

Schedule Requirements

Sunday, Monday, Friday & Saturday. This is a full-time and on-site position. Schedule may vary, include weekend and holiday work.

Education/Experience Necessary

• Able to effectively read, write, interpret, communicate, perform basic problem solving, and perform basic math as commonly expected from completion of a High School Diploma or GED.
• Two years' experience supervising staff or equivalent combination of education and experience preferred.
• Ability to multitask and work in a fast-paced environment.
• Euthanasia by Injections (EBI) certification required within 1 year from hire.
• Excellent verbal and written communications skills.
• Strong organizational skills with high attention to detail.
• Ability to utilize effective problem solving and decision-making skills.

**Application Deadline: **

Benefits include:

Health Insurance ~~ 401K with employer matching up to 4% of salary ~~ Dental and vision* Insurances ~~ Supplemental Group Insurance* ~~ Short and long term disability Insurance ~~ Paid time off ~~ Holidays ~~ Direct Deposit ~~ Personal Pet Perks

(*) Employee pays the full premium

The Humane Society of the Pikes Peak Region is a Public Service Loan Forgiveness qualified employer. To learn more about this program, go to

The core values of the staff unite us and guide us to provide the best service to the animals in our care, our organization, and our community.

Core Values Statements-

• Compassion: We believe that animals matter. We are committed to treating animals and people with kindness, respect and compassion.
• Stewardship: We are accountable and transparent in our actions and in the use of our resources to build trust in those we serve.
• Integrity: We believe we can make the greatest impact by staying true to our mission, always doing what is best for the animals and people of our community, and by standing united in our decisions.
• Excellence: We are passionate about our mission, and strive for excellence through continual learning, innovation and the development of our board, staff and volunteers.
• Collaboration: We seek strategic partnerships and alliances to advance the welfare and protection of animals and people.
• Service: We exist to serve our communities and operate with this commitment to serve as front and center in all we do.

As a condition of employment with HSPPR, you will be required to authorize HSPPR and ProScreening to conduct a background check before confirming an employment start date. The background check will include a criminal investigation, verification of citizenship/immigration status, and a motor vehicle record. By applying for this position, you acknowledge and agree that any offers of employment will be contingent upon completion of the background check to the satisfaction of HSPPR.

In consideration of any offers of employment made as a result of your interest in this position, by applying for this position, you hereby waive any and all claims that you may have against HSPPR for invasion of privacy in respect to drug testing and background checks as listed above.