Through progressive leadership and a client focused approach the Admissions Supervisor sets the tone for Admissions Staff in providing services to our clients who are often experiencing pet care crises and need a safe space and empathetic ear with whom they can explore their options.
A key figure in ACC’s goal to keep pets at home with their families, the Admissions Department is tasked with the complex job of interacting with clients in challenging, sometimes emergent situations and connecting them to resources that prevent unnecessary relinquishment of their pets to the shelter. The team will interact with pet owners who may be considering surrender of their pets due to pet illness or injury, behavioral challenges, ability to provide general care, and more, often due to a simple lack of access to resources.
He or she must be equal parts multi-tasking and time management pro, mediator, and negotiator while always working to achieve strategic goals as outlined by the organization.
Staff Development/Supervision (60%)
Provide daily supervision of admissions staff.
Work daily with animals of varying size and temperament, handling individual animals in a safe, humane, caring and respectful manner.
Ensure high quality of customer service to public during admissions process.
Mentor and assist admissions counselors and volunteers with challenging situations including resolving customer grievances.
Review staff/customer interactions and provide feedback and training to staff.
Communicate effectively with staff in other departments to ensure timely and appropriate pathway planning.
Develop, implement and monitor staff schedules and daily attendance records. Review time and attendance database and complete staff payroll.
Establish, monitor, and measure staff performance goals.
Participate in admissions staff hiring, evaluations, and disciplinary action in cooperation with management.
Plan, conduct, document and reinforce staff training as related to organizational policies and procedures.
Provide coverage for admissions staff as needed.
Oversee online admissions inquiries and maintain appointments for surrender.
Prepare orders and maintain appropriate inventory of program supplies.
Monitor inventory and direct usage for surrender prevention supplies.
Assist in the development and maintenance of partners under the surrender prevention component of the admissions department.
Liaise with New Hope to seek placement for deferred or diverted intakes.
Assist in maintaining and balancing budget for grant management and spending.
Programmatic Development (10%)
Assist management with activities within the admissions department including implementing and developing policies, procedures and reporting.
Identify systems and operational problems and propose solutions.
Manage, track and report data related to client demographic, species of animals assisted, potential surrender reasons, resources utilized, etc.
Analyze statistics to inform decisions on departmental activities, areas of potential growth, etc.
Develop systems to improve data input, data reporting and analysis.
Must possess excellent customer service, people and organizational skills. Must be able to communication well both verbally and in writing. Computer literacy in Microsoft Office Word, Outlook and Excel. Animal computer software experience preferred. Reliability, high level of integrity, professionalism and punctuality. Valid and current NYS Driver's License.
Education and Work Experience
College degree preferred, High School diploma required... Minimum of two years management/supervisory experience, or suitable related experience in customer service. Prefer some experience working with animals in a shelter, kennel or veterinary hospital. Preferred experience in crisis management, social work, or counseling environment.
Position requires local travel among ACC locations throughout the five boroughs. Candidate must have ability to work in an animal facility where euthanasia is performed. Ability to remain calm, assertive, and professional in stressful situations is required. While performing the duties of the job, the employee is frequently exposed to odors or airborne particles including animal fur and toxic chemicals. The noise level in the environment can be very loud.
Reports To: Senior Manager of Shelter Operations
Overtime: This is a non-union position and is eligible for overtime.
This is a full time job
Job Contact Details
Closing Date: Tuesday, May 12, 2020