Intake Supervisor

Job Description

Job Description

Salary: 52-55k

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.

The SPCA of Wake County is seeking a full-time Intake Supervisor to join our busy and stellar team of animal welfare advocates. The Intake Supervisor is 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. The Intake Supervisor works closely with the Intake Manager to support department operations, rescue transfers, process improvement, and team development.

Our Core Values:
1- Hell, Yeah!
2- Be Kind
3- Do What You Say
4- Forward Focused
5- Loose & Wiggly
6- 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:
Intake Operations & Customer Service
- 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

Intake Supervisors are responsible for all Intake Specialist duties as well:

- Interacting with the general public, specifically in regards to pet retention and pet surrenders and communicating in such a manner that maintains a friendly experience

- Support the safe, humane, and appropriate handling of all animals entering SPCA custody

-Valid drivers license (some animal transport van driving required)

- Interacting with and getting to know the pets in our care, therefore having a better understanding of the current animal population at our Intake & Adoption Centers

- Willingness and ability to learn about cat and dog behavior, common issues, and ways to address them

- Ensuring that necessary paperwork and information is gathered for intakes and that all data entry is accurate

- Assisting with disease control and cleaning of designated areas throughout the day as needed

- Reporting signs of illness, disease, injury or unusual activity to medical team

- Treating all pets and people humanely and with compassion always, regardless of the situation or circumstance and promoting a humane and caring attitude

- Maintaining a friendly demeanor and providing good customer service at all times

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 andvolunteers
- Assist with scheduling, workload distribution, and operational coverage planning
- Monitor team performance and provide ongoing feedback, coaching, and correctiveaction when necessary
- Identify workflow challenges and implement solutions that improve departmentalefficiency and effectiveness
- Model professional behavior, customer service excellence, and organizational values Animal Welfare & Population Management
- Help ensure proper sanitation, housing, and welfare standards are maintained withinintake areas
- Monitor intake volume and work collaboratively with Animal Care, Medical, Foster, andAdoptions 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 1-2 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 andprofessionally during emotionally sensitive situations
- Working knowledge of companion animal behavior and humane animal handlingpractices
- 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, orveterinary 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

- We encourage bilingual and multilingual candidates to apply

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 beingperformed. It is not intended to be an exhaustive list of all duties, responsibilities, orqualifications. Responsibilities may change based on organizational needs.Reasonable accommodations may be made to enable qualified individuals with disabilities toperform the essential functions of this position, consistent with applicable federal, state, and
local laws.

Cover Letters are encouraged!

Only the most qualified candidates will be contacted for interviews. No phone calls or emails, please well have our people call your people