Pet Support Center Supervisor

Department: Pet Support Center Supervisor

Reports to: Pet Support Center Operations Manager

Category: Full-time; Exempt

Supervises: Pet Support Center Specialists, Coordinators, and volunteers

Salary: $44,000.00 - $50,000.00 annually

Schedule: 5 shifts weekly (must be available one weekend day)

Commitment: The Pet Support Center Supervisor collaborates with department leadership, instilling a culture of compassion and empathy, and empowering team members to partner with our community to achieve the best outcome for the pets and people we serve. This position is responsible for the effective execution of daily operations in the Pet Support Center to meet the needs of our organization and our community, including team management and development, customer experience excellence, service delivery, problem escalation and resolution, and performance monitoring. The Pet Support Center Supervisor partners with department leadership and other team members to implement pet retention and shelter intervention processes and programs that help keep more pets in their homes and ensures shelter for homeless pets in Kansas City.

About the team: The Pet Support Center is an integral component of KC Pet Project’s lifesaving mission to create a compassionate, safe community for pets and people. The Pet Support Center team works extensively with the public to help keep pets and people together by identifying barriers, assessing needs, providing consultation, support, and follow through. The Pet Support Center is a community-centered resource for pet families, providing both support and services through our Pet Helpline (200 calls daily) and Pet Support Desk (shelter admissions). Pet Support Center team members must be passionate about helping people find or obtain the resources they need with compassion and without judgment.

Duties and Daily Responsibilities:

• Responsible for being an exemplary role model in customer experience excellence. Make a good appearance, maintain a positive attitude, and deal tactfully and effectively with the public. Serve as a point of escalation.
• Represent KC Pet Project in a professional, caring, and solution-oriented manner while embracing our “Solutions, Not Excuses” and “One Mission, One Team” mottos through hands-on leadership.
• Maintain an extensive understanding of shelter processes, community resources, local animal control ordinances, and appropriate standards of care, to effectively help pet owners make informed decisions regarding their pet’s identified needs with compassion, empathy, and a desire to help. Act as a liaison to connect community members to outside resources when appropriate.
• Ensure adequate staffing coverage and provide direct hands-on support to meet the needs of daily operations. Provide ongoing management, accountability, coaching, mentoring, and performance feedback for team members, both staff and volunteers, to elevate performance, and act as exemplary representatives of the organization.
• Ensure all team members are properly trained and adequately utilized. Working with department leadership, assist in process improvement initiatives and training initiatives to proactively support effective stress management in the Pet Support Center and offer solutions to increase team satisfaction, community satisfaction, standards of care, and overall productivity.
• Demonstrate progressive leadership, actively contribute to reaching department and organization goals, and ensure completion of assigned department tasks and responsibilities in an efficient and effective manner. Oversee daily operating plans and ongoing quality assurance initiatives to ensure customer experience and service expectations are met and delivered consistently.
• Provide clear, appropriate standards of communication to the community and within the organization through various channels. Keep all training materials and informational materials up to date.
• Assist in compiling and maintaining data management systems for department activities, demographics, and performance, including reporting, and tracking metrics. Process all documentation, deposits, databases, spreadsheets, correspondence, notes, reports, and other essential processes with accuracy and attention to detail.
• Maintain detailed and accurate records regarding animal history at KC Pet Project as well as pertinent owner information and communication records, state and city forms, kennel cards, and documents related to Animal Services Division operations and/or case management.
• Ensure appropriate standards of care are executed regarding scheduling animals for intake vaccines and pertinent medical tests, relaying medical or behavioral concerns to clinic staff, scheduling owner relinquishment appointments, addressing pet owner’s questions and concerns, and connecting community member with resources that promote and assist with pet retention.
• Promote and oversee community engagement efforts to increase volunteer and donor support through in-kind and monetary donations, volunteer service, and customer satisfaction surveys and platforms.
• Adhere to and ensure compliance with all KC Pet Project organizational policies and procedures and safety guidelines and procedures. Ensure that team members work in a safe, healthy, and supportive environment in accordance with all appropriate laws.
• Communicate regularly with department leadership about issues and activities. Proactively report on department challenges, obstacles, accomplishments, and successes.
• Stay up to date on organization needs and capacity to proactively align messaging, materials, and support.
• Perform other duties and special projects, as assigned, or needed.
  
  
  

Performance Factors and Necessary Skills:

• Social and Emotional Learning: Accurately recognize and regulate the influence of emotions, thoughts, and behaviors effectively, even in the face of highly emotional situations. Understand and empathize with others from diverse backgrounds and cultures and develop healthy and appropriate relationships through compassion and professionalism.
• Resourcefulness: Find innovative solutions to obstacles and actively go above and beyond to help keep pet families together. If appropriate, create a plan for surrender that best assists the owner and the animal. Able to pivot and address change on an ongoing basis and act as a good steward of available and limited resources.
• Commitment to Excellence: Actively look for opportunities for improvement and growth within daily operations and processes. Challenge the status-quo, openly embrace change, and develop opportunities to improve efficiencies and effectiveness. Demonstrate the highest level of care and compassion for all team members, community members, and animals.
• Must be able to successfully work and lead in a high volume, fast paced, high stress environment.
• Must be a proactive, collaborative team player and creative problem solver with a curiosity for exploring innovative solutions.
• Excellent verbal and written communication skills.
• Excellent time management ability with strong organizational and analytical skills; being able to objectively make decisions in the best interest of the organization and the community we serve in a constantly changing environment.
• Basic Computer Literacy (Microsoft Office Suite, Trello, ability to learn PetPoint Database system, etc.)
  
  
  

Working Conditions:

Work is typically performed at the KC Campus for Animal Care, though some work may be performed offsite, , with potential exposure to zoonotic diseases, high noise levels, extreme temperatures, hazardous chemicals, moving objects, and sharp objects. Able to move and/or carry up to 50 lbs., must be able to remain in a stationary position for long periods of time, frequently move about indoors and outdoors, position self for various tasks including but not limited to bending, stooping, reaching and animal handling and restraint in an animal shelter-type setting. Exposure to animals of all sizes and temperament. Constantly operate a computer and/or other office productivity machinery, such as a telephone, copy machine, and computer printer. Able to effectively manage and navigate the emotional aspects of social services and animal welfare. The nature of some of the issues addressed in this role can be emotionally distressing.

Qualifications And Requirements

• High school diploma or equivalent
• Minimum three years of experience in a supervisory or managerial role, including at least two years of experience in a customer service or social services capacity, and/or any combination of training and experience which demonstrates the candidate has the critical skills and expertise necessary for the position.
• Previous experience in business operations, telecommunications, and/or animal welfare is highly desirable
• Possess a level of comfort with, or a willingness to learn, basic animal handling and interaction with cats and dogs, in addition to other species, who have a variety of behavioral and/or medical needs.
• Possession of a valid driver’s license and acceptable driving record.
• Full time, 40 hours a week, including at least one weekend day, and some holidays are required.
• Bilingual (English/Spanish) or Multilingual is preferred but not required.
• Schedule: 5 shifts weekly typically from 9:00 am – 6:00 pm; partial weekends and some holidays are required. Flexibility is needed and required to provide coverage for department operations and the varying needs of the organization.
  
  
  

Please note: this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.