The Community Programs Director is responsible for managing the Intake and Customer Care programs. They are accountable for the overall performance of assigned programs and ensuring that objectives for budget, strategic plan, animal placement and quality care are met. The Community Programs Director plays a key role in developing, implementing, and evaluating pet resource center, community outreach, intake, and adoption programs and services. They are an exemplary leader and support the mission, goals and philosophy of Seattle Humane.
KEY OR ESSENTIAL FUNCTIONS:
- Directly supervises the Customer Care Manager and Intake Manager
- Hires, trains, schedules and motivates direct reports to provide for their growth and to maximize their potential for the good of the organization
- Screens hiring, training and performance evaluation practices of direct reports to ensure quality staff and volunteer development across programs
- Coaches team members to meet established goals and objectives
- Verifies that agency policies and procedures are being followed
- Provides timely communication of program or agency updates to direct reports
- Conducts performance reviews according to agency timelines
- Conducts disciplinary meetings and maintains related documentation per HR guidelines
- Ensures high standards of customer service and animal care
- Recommends policy changes to COO for approval. Responsible for creating procedures and protocols to support approved policies, overseeing implementation, and monitoring long-term compliance.
- Provides direction to Intake Manager regarding intake priorities and goals
- Provides direction to Customer Care Manager regarding placement priorities and goals
- Works with management team to monitor placement trends and maintain a well-balanced shelter population
- Works with Intake team leadership to develop and maintain department’s community resources
- Works with management team to develop and maintain cohesive customer service standards
- Provides oversight for overall performance of Lifesaver Transfer program and ensures that transfer program policies and procedures are followed
- Maintains compliance with any safety, health and labor regulations
- Works closely with HR to monitor SH policy compliance and employee issues in assigned programs
- Designs, implements and monitors new employee and other training programs for division employees
- Conducts meetings within and between programs when necessary. Assists in the planning and preparing for all-staff meetings.
- Investigates customer complaints pertaining to division services in a timely and objective manner
- Assists in writing or editing communication when appropriate, such as, but not limited to, memos, procedural manuals, employee newsletters, and grants for operational needs
- Prepares monthly reports and/or other data as requested by the Chief Operations Officer or the Board of Directors
- Maintains appropriate files and records. Adheres to the files and records retention policy and procedures.
- Submits division budget requests; follows established annual budget amounts for assigned division accounts
- Participates in annual and strategic planning process; accomplishes work plans by the assigned deadlines
- Participates in euthanasia decisions when necessary
- Assists with volunteer and staff training as needed
- Fills in for other operations leadership positions when necessary
- Other duties as assigned
Directly supervises the Customer Care Manager and Intake Manager. Provides leadership for all division employees and volunteers.
- Daily verbal communication with division and other operational staff and volunteers over the telephone, in meetings, or in person. Daily written communication with staff and volunteers through email, written procedures, memos, or direct mail.
- Regular contact with clients in person, over the telephone, or through email or direct mail
- Regular verbal and written contact with other animal welfare agencies
- Regular verbal and written contact with administrative staff
High degree of independent judgment required. The nature of the job will vary. The most difficult aspect to the position is managing a work plan and supervising employees. 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.