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Intake Manager

Seattle Humane • Full-time • Bellevue, Washington • 1m ago

Job Details

Experienced

Bellevue - Bellevue, WA

Full Time

$29.00 - $32.00 Hourly

Day

Nonprofit - Social Services

Description

POSITION SUMMARY:

The Intake Manager plays a pivotal role at Seattle Humane, overseeing the intake process for more than 30% of all animals admitted to the shelter. This position is critical in managing people who come to Seattle Humane during times of crisis, loss or trauma. The Intake Manager leads a team of three staff who are dedicated to providing compassionate care and support to both animals and their owners during these difficult transitions.

The Intake Manager supervises Intake Coordinators and volunteers, working under the direction of the Pet Support Services Director to implement departmental goals and strategic objectives. The Intake Manager provides leadership, supports Seattle Humane's mission, goals, and philosophy, and adheres to the Team Charter.

KEY OR ESSENTIAL FUNCTIONS:

Leadership & Staff Management:

Directly supervise and provide guidance to Intake Coordinators and assigned volunteers.
Oversee the recruitment, training, scheduling, and professional development of team members, ensuring a positive and supportive work environment.
Ensure adherence to organizational policies and procedures, while maintaining excellence in service and operational efficiency.
Conduct performance reviews, disciplinary actions, and ensure proper documentation per HR guidelines.
Lead team meetings, offering feedback, sharing department updates, and fostering open communication.

Intake Process Oversight & Animal Care:

Provide strategic direction for intake procedures, pathway planning, and population diversity goals.
Monitor intake trends and provide feedback and recommendations for intake decisions.
Support the Director in managing the intake process, including animal population and capacity planning, ensuring smooth operations.
Participate in discussions regarding current animal populations, providing insights, data, and recommendations as needed.
Ensure clients are responded to and supported in a timely manner, understanding that clients are often coming to Seattle Humane during moments of crisis.

Volunteer Engagement

Collaborate with the Volunteer Services Manager to monitor volunteer effectiveness, provide training, and support recruitment efforts.
Ensure effective volunteer placements that align with department needs, maintaining high standards for volunteer involvement.
Assist in preparing and reviewing written communication such as SOPs, newsletters, and reports.
Foster positive relationships with clients, volunteers, and community members, maintaining open lines of communication for inquiries and concerns.

Administrative & Reporting Duties:

Prepare and submit departmental reports, including monthly statistics, board reports, and grant/fund tracking documentation.
Assist with department budgeting, including submitting budget requests, reviewing purchase orders, and ensuring timely expense reports.
Assists in writing or editing communication when appropriate, such as memos, newsletters, SOPs, and grants for operational needs
Oversee record-keeping and filing systems in compliance with organizational policies and procedures.

Team Support & Operations:

Manage the team’s monthly schedule, ensuring adequate coverage and handling on-call responsibilities as needed.
Support operational activities related to disaster relief, animal assumptions, and other urgent needs as directed by leadership.
Participate in euthanasia decisions when required, following ethical guidelines and organizational policies.
Fulfill Manager-on-Duty responsibilities as assigned, ensuring department functions are carried out smoothly during non-standard hours.
Perform opening and closing procedures for the department as needed.

Communication & Interpersonal Relationships:

Maintain regular communication with the Pet Support Services Director, keeping them informed of team progress, challenges, and departmental updates.
Collaborate daily with other Operations departments to address interdepartmental needs and animal cases.
Engage with staff, volunteers, clients, and external animal welfare organizations, fostering positive relationships and open lines of communication.
Represent Seattle Humane at donor and media events, when required, to advocate for the organization’s mission and values.

Secondary Responsibilities:

Promote a positive and cooperative work environment, fostering mutual respect and open communication.
Continuously contribute to the improvement of shelter services, programs, and workplace conditions by participating in meetings and offering ideas.
Ensure timely reporting of health, safety, or behavior concerns to maintain a secure and well-functioning department.

Supervisory Responsibility:

Directly supervise the Intake Coordinators and provide leadership to all team members and volunteers. Foster an environment of support, growth, and accountability.

COMPLEXITY:

A high degree of independent judgment is required. The nature of the job will vary. Must be able to coordinate staff and volunteers and remain focused on the agency goals and objectives. A strong attention to detail and the ability to respond to unexpected questions, comments or requests from other divisions or the public is required. The ability to motivate, negotiate and mediate is important when handling a variety of personalities and emotions. Must be able to communicate effectively and display cultural competency with many people with varying backgrounds. Requires excellent customer service skills. Must work well within a team setting.

Qualifications

KNOWLEDGE/EXPERIENCE/EDUCATION OR TRAINING:

Customer service experience required, particularly with clients in highly emotional and stressful situations
Knowledge of Trauma-informed care practices preferred.
Previous experience supervising and/or training staff and volunteers required. At least one year of employment working with animals in a professional capacity preferred.
Must have excellent oral communication skills.
Must be able to write clearly and listen effectively.
Must possess organizational and planning skills to determine work priorities and effectively manage a budget.
Must be able to analyze problems, create or negotiate appropriate solutions, and understand statistical information.
Basic knowledge of Word and Excel; must be familiar with Windows environment, internet use and e-mail; experience with databases and data entry helpful.

LICENSES/CERTIFICATIONS REQUIRED:

High school graduate or GED
Capable of being certified in (human) CPR/first aid and mental health first aid
Valid Washington State driver’s license with good driving record

PHYSICAL/MENTAL REQUIREMENTS:

Must communicate clearly and concisely, both orally and in writing
Must be comfortable administering medications and injections or willing to learn within first 30 days of employment
Requires the ability to solve problems and make clear decisions quickly
Must have good attention to detail and be able to concentrate and produce accurate work despite frequent interruptions
Must be able to organize and manage multiple and complex projects
Must be able to focus on strategic goals and objectives
Must possess the ability to be sensitive to other opinions, perspectives, or cultures .
Must be able to have difficult conversations with staff, volunteers, clients, and other shelters regarding placement options and euthanasia in a sensitive manner.
Must feel comfortable interacting with people in an escalated state and/or in varied emotional states such as sadness, anger, frustration.
Must exhibit initiative and motivation in performing all duties.
Must be able to lift and carry at least 50 pounds with or without accommodation; crouch and bend at the waist and kneel; must be able to control dogs up to 200 pounds when on a leash.
Bilingual skills are a plus.

WORKING CONDITIONS:

General office and animal shelter environment. When handling animals, there is a potential for animal bites, exposure to zoonotic diseases, animal dander and noise. Potential for working with angry or irate customers. Involves entering and leaving work areas alone and at night.
Equipment Used: Personal computer and printer, office supplies, multi-lined telephone, copier, calculator, fax machine, safety boots, hearing protection, eye protection, syringes, animal restraint equipment, muzzles, respirators, gloves, animal leashes, clothes washer and dryer, broom, mop, hoses and nozzles, sprayers, scrapers, squeegees, and animal dryers. Frequent use of shelter vehicles and occasional use of dog fight equipment.
Chemical Interaction: A wide variety of cleaners, disinfectants, detergents, and medical products are used on a daily basis. Each position at the SH will likely encounter these chemicals during the routine performance of their duties. A SH staff member will provide specific instructions for the safe and proper use of these chemicals. If there are any questions regarding this information, copies of our chemical MSDS sheets are available for review. If asked to use a product that is unfamiliar, contact your supervisor for proper instructions.
Work Hours: Full-time, non-exempt position. 40 hours per week scheduled. Schedule may vary depending on department staff coverage needs, holidays, or emergencies. Must be available evening and/or weekend hours, as well as for emergency calls.