Adoptions & Client Care Supervisor

Description

About Us 

Here for animals since 1868, the San Francisco SPCA is a cherished San Francisco institution, known for compassion, excellence and innovation in the fields of animal welfare and veterinary medicine.  

We operate a public veterinary hospital, a high-quality, high-volume spay-neuter clinic, a community veterinary clinic, and provide low-cost community medicine programs. The SF SPCA saves the lives of homeless dogs and cats through our shelter medicine and adoption programs. Our innovative programs and services serve as models for humane organizations across the country and around the world. 

As a community-supported nonprofit, not affiliated with any national organization, our values: Be Generous, Fearless, and Connected guide over 350 talented and dedicated professionals to deliver on our promises each day. 

Iconic and innovative, the SF SPCA offers you the opportunity to join a team committed not only to veterinary excellence and animal welfare, but to a balanced and rewarding work environment. 

Role Description

The Adoptions and Client Care Associate Supervisor is responsible for leading the Adoptions and Client Care Associates through more than 5,000 adoptions per year. This person will lead by example through exceptional customer service, adherence to processes and procedures, excellent animal care standards, and a commitment to the SF SPCA’s mission and beliefs.

The Adoptions and Client Care Supervisor will stand in for the Client Care Manager when needed and be assigned other tasks and projects at the Client Care Manager’s or Chief of Rescue and Welfare’s discretion.

Core Responsibilities 

Supervisory/Leadership

• Actively model and promote a professional client service experience aimed to exceed public expectations
• Training and performance management of the Adoptions Team
• Must be able to work both on campus, and at off campus events
• Practice professional conflict de-escalation techniques with clients, staff, and volunteers
• Practice reason and compassion when making judgement calls and difficult decisions that require balancing client service and Society policies
• Must remain up to date on Society events, and be a point person for the ACCA team
• Become an expert user of various software systems and be able to provide continuous training for team members.
• Manage problems relating to client concerns in a timely, professional and courteous manner
• Work cooperatively and collaboratively with other departments to coordinate marketing of adoption and training services and promotion of SF SPCA events
• Serve on committees or attend meetings as assigned
• Inform Client Care Managers and Director of Adoptions of developments that may affect the SF SPCA or the department including departmental progress, client concerns, and personnel issues; maintain confidential information

People Care

• Assist clients with animal adoption, facilitate client/animal interactions to ensure a safe and pleasant experience
• Complete adoption agreements and related paperwork as needed Respond to telephone calls and emails promptly and courteously, providing the public with accurate information
• Practice and encourage the humane treatment of animals
• Actively promote donation and giving opportunities as appropriate; accepts and acknowledges monetary and in-kind donations
• Work effectively with individuals and colleagues from diverse communities and cultures
• Maintain knowledge of Society programs and special events

Administrative and General Responsibility

• Assist with scheduling, inventory control, and other duties as assigned
• Ensure accurate completion of forms and data entry related to intake and adoption
• Responsible for incoming money, use of cash drawer, closing and balancing cash drawers
• Monitor/correct data entry to ensure accurate statistics are maintained
• Ensure the lobby and workstations are kept clean, orderly and maintained daily and represent the SF SPCA in a positive manner by professional personal appearance
• Assist with record creation, emergency surrenders, animal care, and marketing as needed
• Stay informed and share information regarding medical and/or behavioral statuses and changes

Animal Care

• Report health or behavior abnormalities to supervisor
• Participate in stress and disease reduction efforts through purposeful, stress-free, and compassionate handling
• Understands and applies the 5 Freedoms Model, LIMA, and Fear Free handling

Requirements

• Commitment to the mission, values, goals, and success of the San Francisco SPCA
• Demonstrated success in working collaboratively with a diverse team of professionals, skilled in managing varied relationships, and successful at facilitating collaboration and achieving goals
• Ability to communicate effectively, verbally and in writing in a diverse range of audiences and settings
• Sound judgment and ability to exercise complete discretion when dealing with confidential information
• Proven organizational, administrative, and planning skills
• Positive attitude and embraces change and growth
• Results focused, highly motivated, out-going, team player, able to prioritize actions in a fast-paced environment
• Detail-oriented with ability to accurately process financial transactions and produce accurate and timely work
• Demonstrated experience using the MS Office suite and data entry systems
• Available to continually work at least some weekend days, and some holidays
• Compassion for animals, comfortable working in the animal shelter environment and willing to accommodate animals in the workplace
• Experience in animal welfare and knowledge of animal breeds and behavior preferred
• Bilingual (English/Spanish or English/Cantonese) individuals encouraged to apply

Salary & Benefits 

The starting salary for this position depends on the depth and breadth of experience. The expected range is $70,000 - $78,000.

Regular, full-time positions are eligible for a benefits package including 

• Paid Time Off and Holiday pay
• Medical, Dental & Vision insurance
• Life Insurance
• Long-term Disability Insurance
• 401k Retirement Plan and contribution matching
• Student debt relief program
• Pre-tax Commuter Benefits
• Discounts on retail and pet supplies
• Discounts on veterinary care at our SF SPCA Veterinary Hospital and Clinic

The SF SPCA is an Equal Opportunity Employer. This job description reflects the assignment of essential functions and does not prescribe or restrict the tasks that may be assigned. The San Francisco SPCA is an at-will employer and may conduct pre-employment background checks and drug screening depending on the role. 

Salary : $70,000 - $78,000