Animal Resource Center Manager

PASADENA HUMANE is a non-profit animal welfare organization looking for passionate professionals to join our team.

To lead the way toward a compassionate and caring community for all animals.

LEARNING:

We commit to best practice and professional development through continuous education.

INTEGRITY:
We value honest and transparent communication and decision making using evidence based practices.

COLLABORATION:

We value teamwork in our organization and partnerships with our community to deliver exceptional service.

KINDNESS:
We show compassion, care, respect and empathy to all animals and humans without prejudice or discrimination.

PASADENA HUMANE is a non-profit animal welfare organization looking for passionate professionals to join our team.

To lead the way toward a compassionate and caring community for all animals.

LEARNING:

We commit to best practice and professional development through continuous education.

INTEGRITY:
We value honest and transparent communication and decision making using evidence based practices.

COLLABORATION:

We value teamwork in our organization and partnerships with our community to deliver exceptional service.

KINDNESS:
We show compassion, care, respect and empathy to all animals and humans without prejudice or discrimination.

FLSA:
Exempt

FT/PT:
Full Time

The Animal Resource Center Manager leads the Customer Care/Call Center Team to provide exemplary, non-judgmental, and transformative customer service to all members of the public. They act as the first point of contact for community members and oversee the handling of customer inquiries, appointments, lost and found programs, as well as the diversion and intake of animals with the goal of keeping animals in their homes and out of the shelter;

quickly reuniting pets with their people; and helping find placement for homeless animals.

Through transparent communication and resources, the mission of the Animal Resource Center and Call Center is to inform and empower the public to support the animals in their communities.

Customer Care and Call Center Teams

• Oversee and manage Pasadena Humane’s Customer Care and Call Center departments, including development, writing, and dissemination of policies and protocols with an eye toward welcoming and inclusive community engagement and customer service.
• Work in collaboration with the Helping Paws Manager to train staff to share with clients all relevant information on decision-making, ensuring that prevention, diversion, and Helping Paws services are offered before sheltering services. Guide and train staff to offer alternatives to wildlife and friendly, healthy animal intakes. Work across departments to develop and offer services that may be preferable and/or more successful than a shelter intake.
• Work in collaboration with the Community Cat Program Manager to train staff to share with clients all relevant information on decision-making, ensuring that prevention, diversion, and CCP services are offered when appropriate.
• Proactively promote responsible human-animal relationships through all interactions with the public by sharing the most accurate and up-to-date information, considering each client’s individual circumstances and needs.
• Work across departments to ensure that messaging is consistent and up to date with current protocols.
• Responsible for data management and data reporting as required. Ensure all records are maintained appropriately and in accordance with any Pasadena Humane policies and protocols and in compliance with any local, state or federal laws or guidelines.
• Guide staff to create and maintain staff and client records. Ensure accurate and timely data entry. Maintain confidentiality. Run, analyze, and share statistics as needed. Make recommendations surrounding data needs.
• Responsible department/program hiring, selection, evaluation, training and coaching for staff and program volunteers including the development training and documentation.
• Provide weekly updates to staff on any policy, program or service changes; create regular "refresher" trainings/quizzes for staff as needed.
• Ensure email, phone, and in-person inquiries are responded to in an appropriate and timely manner.
• Responsible for reuniting animals with their owners by ensuring staff is following lost and found procedures and working with other departments to ensure quick reunification.
• Ensure that animal ownership transfers follow relevant state laws, local municipal codes, and Pasadena Humane service contracts.
• Stay abreast of current best shelter practices and customer care research.
• Oversee reception areas, maintaining a welcoming and physically safe space.
• Responsible for timecards, reviews, and staff development.
• Guide staff to process payments, handle funds, and ensure that closing procedures are followed and accurate.
• Ensure a positive, educational…