Client Care Manager

Humane Society of Central Oregon

Job Description

Classification: Full-Time, Exempt
Pay Scale: $60,000-$80,000 (annually)
Hiring Range: $60,000-$65,000 (annually)
Location: Shelter

Who We’re Looking For
You're passionate about helping animals get home and understand that every client interaction has the opportunity to increase HSCO's impact. You model an enthusiastic, compassionate, judgement-free approach to community support, navigating difficult or emotional situations with dignity, respect, and appropriate boundaries. You’re a strong people leader who approaches challenges with curiosity rather than assumptions. You know how to slow down, ask questions, gather information, and help your team do the same. You balance high standards with grace, recognizing that mistakes and challenges are opportunities for learning while still holding yourself and others accountable for doing excellent work. Finally, you understand that great outcomes require collaboration. You enjoy building solutions with subject matter experts across the organization, communicating priorities clearly and bringing people together around a shared goal – especially when helping animals who may otherwise be overlooked or difficult to place.

Essential Duties and Responsibilities
• Lead client-facing shelter services and live outcome programs, including adoptions, return to owner, pet food assistance, and other community support services.
• Recruit, onboard, train, schedule, supervise, coach, and evaluate Client Care staff
• Create a client service culture grounded in compassion and curiosity, where staff listen to understand, help people feel heard, assume good intentions, and maintain appropriate expectations and boundaries.
• Help staff recognize assumptions and potential biases, ask thoughtful questions, gather relevant information, and make consistent decisions based on the circumstances of each situation.
• Inspire and equip the team to actively promote adoptable animals and connect clients with HSCO programs, services, and resources.
• Collaborate strongly with the Philanthropy and Communications, Animal Care, Veterinary Services, Foster, and Volunteer teams to maximize live outcomes.
• Support staff wellness, resilience, and emotional safety when working in a high-stress and emotionally demanding environment.
• Contribute to the development and implementation of goalsand strategic initiatives to advance HSCO’s mission and promote continuous improvement.

This Role Probably Isn’t for You If…
• You’re uncomfortable working in an animal shelter environment that includes strong smells, loud noises, and regularly working at least one weekend day.
• You tend to make decisions based on first impressions rather than asking questions, gathering information, and remaining open to the possibility that your initial assumption may be incomplete.
• You believe that compassion means avoiding difficult conversations, lowering expectations, or overlooking accountability.
• You tend to respond to whichever issue is the newest or loudest, rather than helping your team establish priorities and protect their capacity.
• You’re uncomfortable having difficult or emotional conversations – or helping staff navigate them - with clients, employees, law enforcement, volunteers, or community
partners.

Competitive wages and benefit packages:
• Health insurance with 100% of premium for employee paid by HSCO (equivalent of $6,000 in premiums annually)
• Corporate Dental Membership, 100% premium for employee paid by HSCO
• Employee Assistance Program (EAP)
• Simple IRA.
• Paid Time Off accrual of 120 hours in the first year
• Discounts on veterinary care for your pets and at the HSCO Thrift Store

This is a full time job