Admissions Manager

Hawaii

Job Description

JOB/POSITION TITLE: Admissions Manager
STATUS: Exempt
SALARY: $50,000 - $60,000 per year
PRIMARY PURPOSE: Directly lead, develop, oversee and evaluate Hawaiian Humane's pet admissions programs, processes and team members to improve the patron experience, animal experience and pet retention. The Admissions manager will help ensure an exceptional experience for the community interacting with the organization with an emphasis on intake diversion, pet reunification and animal care. Ensures the Socially Conscious Sheltering model is consistently implemented across the operations division in coordination with peers.
REPORTS TO: Senior Manager of Animal Experience
SUPERVISES: Assistant Admissions Manager, Admissions Coordinators, 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 contact must be clear, understandable, cooperative, professional and respectful in all circumstances and will occur through face to face, telephone, and electronic mail. 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 with and collaborates with employees and volunteers at all levels of the organization. 
*Customer Care. Deliver high-level customer service to Hawaiian Humane community members via the Admissions Center including, but not limited to, intake diversion, animal admissions, adoption follow up appointments, foster volunteer appointments, transfer animal or partner interactions and lost & found community support. Manage emotionally difficult situations with strong communication skills and empathy. Ensure the highest level of people care is delivered to Hawaiian Humane patrons, staff, volunteers, partners, donors, and vendors. Ensure patron experiences are always compassionate. Communicate with a diverse population in a consistently informative, confident, respectful and professional manner. Assist with escalated patron issues when required.
*Admissions Program Development & Leadership. Lead and direct Admissions functions including intake diversion, animal intake and evaluations processes to ensure the highest level of care is delivered to Hawaiian Humane patrons and sheltered animals. Design, develop and implement department standards, SOPs, systems and procedures for accomplishing work, ensuring these are updated, followed, and communicated with team members and volunteers. Develop and fulfill realistic and ambitious departmental objectives and plans including improving return to home strategies and data collection, finder foster programs, spay/neuter return programs and other industry leading practices to increase live outcomes. Monitor and evaluate program and process effectiveness, including statistical analysis and report creation, and implement improvements.
*Team Leadership. Lead and oversee day-to-day team member activities and leadership including but not limited to hiring, training, coaching, development and retention to assure the highest standard of performance and professionalism. Responsible for maintaining regular cadence of employee conversations through 1:1's, huddles, team meetings and performance evaluations. Manages and develops an effective team: providing effective communication, leadership, guidance and resources, providing clear direction and priorities. Motivate and mobilize team members to act, removing obstacles, and coordinating work efforts when necessary. Manage daily operations by providing leadership and development to the staff and integrating volunteers. Ensure that roles and responsibilities are understood and carried out. Foster achievement of a common vision within and across teams.
*Communications Leadership. Responsible for holding regular staff meetings and trainings to ensure team members are communicative and coordinated. Ensures that relevant organization information is shared in a timely manner with the team. Responsible for compliance of all department staff's conduct and communications with the public whether via phone or email.
*Statistical & Financial Management. Produces and maintains accurate statistics and reports according to deadlines. Reports statistical trends as needed. Inform and monitor the departmental budget for Admissions. Prepare and reconcile statements of daily financial transactions and deposits. Oversee daily financial transactions. Manage utilization of department resources to maximize value, control expenses, and minimize waste.
*Safety & Compliance. Treats all animals humanely, properly and with compassion according to established procedures and animal welfare best practices. Promotes a humane and caring attitude toward all animals. Adhere to all safety, training, handling and transportation protocols in order to ensure that the shelter environment is safe for animals, the public, volunteers and other employees. Wear required personal protective clothing, identification and safety garments/equipment as defined by organization policies and procedures.
*Daily Admissions Activities. Supports the team with all related department functions including accurate transactions and database entries, fee handling, humane animal handling, animal photography and housing of animals. These functions include but are not limited to stray arrivals, owner surrenders, spay/neuter return programs, transfer animal or partner interactions, releasing foster care animals and Post Adoption Care Treatment health checks.
*Animal Care Management. Works with the team and cross departmentally to expedite urgent care of sick, suffering or injured animals. Works with multiple departments to ensure efficient movement of animals through the shelter system. Identify immediate medical and behavioral needs in order to support best outcomes for animals in care.
*Personal and Professional Development. Keep abreast of industry leading sheltering trends especially as it applies to pet admissions, socially conscious sheltering and pet retention. Collaborate with and serve as a resource for other animal welfare agencies. Create and innovate best practices and together with their team develop the future state of the admissions department at Hawaiian Humane.
*Organizational Support. Participate in and lead meetings, sharing and implementing program and organizational improvements. Collaborate with colleagues to balance competing priorities, create organizational alignment, support strategic planning, execute upon organizational initiatives, and ensure alignment with core values, vision and mission. Participate in inter-departmental meetings and discussions to support and develop initiatives. Perform manager on duty or verifying manager duties as needed. Manage daily operations by providing leadership and development to relevant staff. Partake in euthanasia decision making and perform euthanasia and related tasks.
OTHER DUTIES/FUNCTIONS:
*Other Duties as Assigned. May include organization-wide support as needed, including but not limited to participation in events, serving as spokesperson, fundraising, covering other operational departments, and Hawaiian Humane's role as a first responder to disasters.
JOB CONDITIONS:
*Work Environment: Indoors and outdoors as needed. Safely handles all species of animals. May be subject to animal bites and scratches. Potentially prolonged periods of walking or standing. Potentially prolonged periods of sitting and repetitive motion. May work in an area with high noise level. Exposure to cleaning chemicals, fumes, dust, animal dander, and feces.
*Equipment Use: Computer, database and telephone systems. Use of all sheltering-related animal and behavior equipment including tools for containing animals humanely, safely, and securely.
*Hours: Based on operational requirements. Must be available full-time, which may include some weekends and holidays.
MENTAL, PHYSICAL, AND COMMUNICATION DEMANDS:
-Ability to utilize effective problem-solving/decision-making skills.
-Able to demonstrate exceptional discretion, judgment, impartiality and confidentiality when dealing with personnel issues, financial issues and proprietary information.
-Able to demonstrate a high degree of independence, initiative and organization.
-Able to maintain a professional appearance and exercise sound judgment during all interactions with the public, staff and volunteers.
-Able to set goals, prioritize, delegate work and provide feedback to others to complete multiple tasks efficiently.
Proficient in Microsoft Office programs (Word, Excel, PowerPoint).
-Strong organizational skills with high attention to detail.
-Must be able to perform physically rigorous work, stand for entire shift and able to lift up to 50 pounds with or without reasonable accommodations.
-Must have no limitations to prevent handling or working with animals.
QUALIFICATION REQUIREMENTS:
*Skills/Knowledge: Strong interpersonal skills, communication, problem-solving, and budget management. Experience in people leadership and animal behavior. Familiarity with sheltering software, PetPoint preferred.
*Education/Training: High school diploma or equivalent required.
*Experience: Five years of related work experience including leading a team and program leadership responsibilities preferred. Minimum three years of experience leading customer service required.

**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.

This is a full time job