Animal Resource Center; ARC Manager

We are always seeking dynamic individuals who believe in and will help fulfill our mission. The Cleveland APL is an Equal Opportunity Employer. We promote a drug-free workplace through pre-employment and random post-employment testing.

Thank you in advance for the courtesy of no phone calls.

Position: Animal Resource Center (ARC) Manager

Location: 1729 Willey Ave, Cleveland, OH

Job : 112

# of Openings: 1

Animal Resource Center Manager

Full-time, hourly, non-exempt

Reports to Director of Shelter Operations. Supervises Animal Resource Center Supervisor and Foster Supervisor. Works closely with Clinic Manager, Chief Humane Agent, project CARE Manager, and Animal Care Manager.

Manages Animal Resource Center including animal intake and foster care programs. Responsible for providing quality customer service in the Animal Resource Center (ARC). Effectively determines best resources (surrender, Community Pet Clinic (CPC), and project CARE) available to clients and animals. Supervises Foster Care Department, ensuring program growth. Supervises, trains, and coaches reception team to meet goals of the department. Ensures the performance of assigned departmental duties is done at an exceptional level.

• Models “Compassion” core value behavior. Treats animals and people with respect, empathy, and kindness. Listens and responds to the needs of people who use our programs and services, support us, work and volunteer for us, and to other animal welfare organizations that turn to us for help.
• Responsible for managing client flow, ensuring consistent, high-quality services are provided to patrons, visitors, staff, and volunteers.
• Supervises, trains, and coaches reception team to ensure consistent messaging and high quality services are provided to all clients.
• Ensures team members understand and can advise clients about different resources available to them (surrender, CPC, project CARE) and make the best decision in each situation.
• Assists staff in situations requiring immediate problem solving. Handles escalated client situations.
• Works closely with Clinic Manager to ensure both CPC receptionists and ARC receptionists handle client situations consistently and with the same messaging. Provides training to CPC receptionists, and feedback to Clinic Manager as needed.
• Ensures prompt in-person and telephone customer service.

• Works closely with Clinic, Animal Care, and Adoptions to actively monitor the shelter population. Alerts Director of Shelter Operations to potential population crises, disease epidemics, or other factors that may compromise the APL’s goal of continually increasing our live release rate.
• Able to triage incoming animals; determines those that need immediate medical care and alerts clinic staff.
• Ensures animals are admitted in timely manner; ensures all animals are vaccinated immediately upon their arrival.
• Evaluates animals on a daily basis and makes recommendation for final disposition of the animals: adoption, foster care, medical care, transfer and euthanasia.
• Ensures animals designated for foster care leave the building in a timely manner; focuses on foster program growth.
• Notifies Humane Investigations department of any concerns regarding incoming animals and potential mistreatment, cruelty, and/or neglect
• Monitors requests for animals to be returned to owners and ensures animals are returned when appropriate.
• Maintains relationships with area shelters and rescue groups to maximize transfer opportunities.
• Informs directors of special needs cases for potential public relations or direct mail pieces.
• Performs euthanasia and assists in training of other staff for euthanasia certification.
• Performs other duties and special projects as assigned.

• Supervises ARC and Foster Care Supervisors. Assesses, respects, and addresses staff needs immediately.
• Performs supervisory duties, including reviewing work performance, motivating subordinates to work more…