Admissions Manager

Job Description

Job Description

JOB/POSITION TITLE: Admissions Manager

STATUS: Exempt

LOCATION: Kosasa Family Campus

PRIMARY PURPOSE: The Admissions Manager is dedicated to leading the team toward the highest level of customer care and ensuring the Socially Conscious Sheltering model is adhered to in collaboration with the team and other shelter leaders. Supports the Admissions team with the leadership of admissions programs and services and Hawaiian Humane programs. Responsible for the admissions counseling process, including surrender prevention and compassionate care of people accessing Hawaiian Humane Services. Assists with daily care of animals to ensure humane housing and care.

Reports To: Associate Director Kosasa Family Campus

Supervises: Admissions Representatives and Volunteers

ESSENTIAL DUTIES/FUNCTIONS:

• People Care. Leading by example, ensuring internal and external patrons (employees, volunteers, Hawaiian Humane partners and community members) and their needs are a primary focus. Communication and conduct must be clear, understandable, cooperative, professional and respectful in all circumstances including face to face, telephone, and electronic mail. Excellent follow up and time management skills to internal and external stakeholders while maintaining exceptional people care values are essential to this role. Employees are expected to actively support a positive team environment, directly address conflict with the goal of problem solving, and appropriately express concerns. This position interacts and collaborates with employees and volunteers at all levels of the organization.
• Customer Care. Deliver high-level customer service to community members including intake diversion and surrender prevention conversations, animal admissions, post-adoption follow up appointments, foster volunteer appointments, and lost and found services. Communicate with a diverse group of people in a consistently compassionate, informative, respectful and professional manner. Manage emotionally difficult situations with strong communication skills and empathy.
• Department Staff Management and Development. Responsible for department staff supervision including hiring, training, scheduling, coaching and development to ensure the highest standard of performance and professionalism in animal care, animal handling, customer service and cleanliness. Maintain the department schedule to ensure appropriate levels of staffing in related areas and support the team with duties when needed. Ensure compliance with policies and protocols for all department operations. Oversee department staff training including worksite safety compliance and ensure that safety procedures are being followed and OSHA standards are met.
• Volunteer Management and Cultivation. In partnership with the Volunteer Services Department, build and nurture a team of dedicated volunteers. Develop volunteer roles and train volunteers to support admissions programs and services. Work closely with volunteers to provide ongoing support, communication and retraining as needed.
• Animal Admissions. Lead and direct the functions associated with animal relinquishment, stray intake services, pet microchipping and end-of-life services to ensure the highest level of care is delivered to patrons and animals. Work with patrons to gather information through the admissions counseling process and create animal records in the system database. Oversee and assist with vaccination upon intake, microchipping and the administration of preventative medications.
• Surrender Prevention and Intake Diversion. Work with Hawaiian Humane teams to develop, promote and support surrender prevention, intake diversion and community rehoming programs and initiatives.
• Lost and Found. Support the team to assist community members with lost and found services including completion of reports, posting photos to shelter database, assisting with searches at the shelter and other efforts to work toward reunions.
• Animal Care Management. Work with the veterinary services team to expedite urgent care of sick, suffering or injured animals. Communicates and work collaboratively with all departments depending on the individual animal to address specific health or behavioral needs and the use of pathway planning tools to reduce length of stay. Lead team members to ensure all animals are treated humanely and with compassion according to industry best practices.
• Facilities Care and Maintenance. Work with team and volunteers to ensure a clean, organized and welcoming station including lanai areas, office space, walkways and any community facing areas. Ensure donations and supplies are properly organized and distributed. Clean and sanitize evaluation and intake areas according to industry best practices. Report any improvements needed and work with maintenance staff to address them in a timely manner.
• Communication Leadership. Participate in meetings with other members of the organization, sharing and implementing programmatic and organizational improvements. Collaborate to improve working standards to meet best practices in the animal welfare industry. Communicate with staff and supervisors to ensure teamwork and cooperation. Hold regular team meetings to ensure staff are communicative and coordinated and that relevant organizational information is shared in a timely manner. Act as a Manager on Duty with peers.
• Statistical and Financial Management. Monitor statistics and program effectiveness through analysis, report creation and presentations. Implement improvements as needed. Ensure accurate, complete and timely record keeping, transactions and fee handling. Maintain quality control of inventory, equipment, and supplies. Create and manage departmental budget and manage external vendor relationships as needed.
• Program Assessment, Development & Growth. Work with the Associate Director and peers to develop, implement and monitor program standards, SOPs and systems, ensuring these are updated, followed, and communicated with staff and volunteers. Support organization objectives and plans and collaborate with supervisors and colleagues to assess programmatic efficacy and implement improvements.
• Personal and Professional Development. Ensure progressive animal welfare best practices are adhered to and being implemented across all departments. Continue to educate oneself concerning animal care, animal welfare, staff and volunteer supervision.

OTHER DUTIES/FUNCTIONS:

• Operations Support. Work with other departments to resolve issues of mutual concern and improve operations. Provide support within the Operations division when needed. Perform euthanasia and euthanasia related tasks.
• Other Duties as Assigned. Perform other duties as assigned to ensure a positive public image and to enhance the operation of the organization and improve the quality of life for animals. May include organization-wide support as needed such as but not limited to participation in events, media appearances, fundraising, covering other operational departments, and assisting in Hawaiian Humane's role as a first responder to disasters.

JOB CONDITIONS:

• Work Environment: Outdoors in all types of weather; indoors under animal housing and office conditions. Potentially prolonged periods of walking, standing, sitting and repetitive motion. May work in an area with high noise level. Potentially subject to animal bites and scratches. Exposure to cleaning chemicals, fumes, dust, animal dander and feces.
• Animal Handling: Required to safely handle all sizes and species of animals.
• Equipment Use: Computer, cash register database and telephone systems. Use of all sheltering-related animal equipment including tools for containing animals humanely, safely and securely.
• Hours: Based on operational requirements. Shift times are scheduled to support organizational needs and include weekends, evenings and holidays.

MENTAL, PHYSICAL, AND COMMUNICATION DEMANDS:

• Committed to Hawaiian Humane goals, objectives, and programs.
• Work with Veterinary Services and Operations departments to provide feedback about animal pathway planning on a daily basis.
• Participate in daily rounds as needed to access capacity for care and provide feedback based on observations.
• Foster a cooperative, encouraging and positive work environment with staff and volunteers.
• Work independently and initiate and prioritize multiple tasks.
• Set goals, prioritize, delegate work and provide feedback to others to complete multiple tasks on or before deadline.
• Self-motivated and able to work independently and collaboratively successfully.
• Demonstrate exceptional discretion, judgment, impartiality and confidentiality when dealing with personnel issues, financial issues and proprietary information.
• Work with people and animals in a pleasant, courteous and professional manner.
• Maintain a professional appearance and exercise sound judgment during all interactions with the community, staff and volunteers.
• Strong mediation skills and exercise compassion, patience and tact when working with difficult or emotional situations or people.
• Communicate effectively, both orally and written, when giving presentations, training, and supervising volunteers.
• Analyze data.
• Interpret and integrate written materials from other staff and department reports, animal welfare industry resources, and other regulatory agencies to recommend, develop and implement changes for Hawaiian Humane programs, procedures and processes.
• Perform physically rigorous work, stand for entire shift and able to lift up to 50 pounds with reasonable accommodations.
• Must have no limitations to prevent handling or working with animals. Requires strong animal handling skills and ability to safely restrain animals if needed.

QUALIFICATION REQUIREMENTS:

• Skills/Knowledge: Professional experience working with animals in a veterinary or animal welfare environment. Excellent interpersonal and written communication skills. Ability to use effective problem solving/decision making skills. Strong organizational skills with high attention to detail. Proficiency in Microsoft Office programs (Word, Excel, PowerPoint) programs and shelter database systems, PetPoint preferred. Must pass a driving background check with a valid driver's license and acceptable driving record according to organizational policy. Must be willing to drive company vehicles including animal transport trucks as needed.
• Education/Training: High school diploma or equivalent required. University or college degree in related field or equivalent experience preferred.
• Experience: Two years of customer service and people management experience required. Professional experience in a veterinary or animal shelter environment preferred.

The above information on this job description has been designed to indicate the general nature and level of work performed by an employee in this classification.  It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job.  Management has the right to add to, revise, or delete information in this description.  Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.