Intake Supervisor

Here at SPCA of Wake County, our strength is our staff. We know that caring for animals is more than just a job, it's our passion. We have a team of dedicated, innovative, and compassionate people caring for every animal that comes into our shelter. We work together every day to make a difference in the lives of animals. SPCA of Wake County is seeking a full-time Intake Specialist to join our busy and stellar team of animal welfare advocates. Intake Specialists are responsible for coordinating the intakes of dogs, cats and other animals (guinea pigs, rabbits, & other small mammals) entering our adoption program, while collecting all necessary information and maintaining an excellent level of customer service. Intake Specialists provide information to the public about pet retention services and schedule appointments for pet surrenders and pet transfers from shelter partners. Core Values Hell, Yeah! Be Kind Do What You Say Forward Focused Loose & Wiggly Drop the Mic Position Summary 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. Essential Duties and 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 Leadership & Team Development 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 Animal Welfare & Population Management 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 Cross-Functional Collaboration 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 Safety, Compliance & Operational Excellence 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 Required Qualifications 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 Preferred Qualifications 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 Physical Requirements Ability to stand, walk, bend, reach, crouch, kneel, and remain physically active for extended periods of time Ability to lift, carry, push, and pull up to 50 pounds Ability to safely handle animals of varying sizes, temperaments, and medical conditions Ability to communicate effectively in person, by phone, and through electronic communication methods Ability to work in environments with high noise levels, strong odors, and exposure to cleaning chemicals and disinfectants Ability to work safely around animals that may be fearful, stressed, or fractious Exposure to zoonotic diseases, parasites, viruses, bacteria, fungi, and other animal-related environmental conditions Ability to consistently perform onsite supervisory, operational, customer service, and animal handling responsibilities at the SPCA of Wake County Resource Center Work Environment This role operates within a fast-paced animal welfare environment and involves frequent interaction with animals, staff, volunteers, transfer partners, and members of the public. Responsibilities include working in animal housing areas, intake processing spaces, medical environments, and public-facing service areas. The position requires maintaining professionalism and effectiveness while working in an environment that may include high noise levels, strong odors, emotionally sensitive situations, and animals of varying sizes, temperaments, and medical conditions. The role requires regular onsite presence to support staff supervision, customer service, operational coordination, animal intake activities, and cross-functional collaboration. 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 Disclaimer This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may change based on organizational needs. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position, consistent with applicable federal, state, and local laws. #J-18808-Ljbffr SPCA of Wake County