JOB DESCRIPTION
SUPERVISES: Indirectly supervises
CLASSIFICATION: Non-Exempt, Full-Time, Hourly
EFFECTIVE DATE: 06/2026
The Shelter Services Supervisor oversees daily shelter services operations and directly supervises front-line staff and volunteers in guest-facing areas, including admissions, adoptions, front desk, café, and retail. This role ensures consistent service delivery, appropriate staffing coverage, adherence to standard operating procedures, and a safe, welcoming environment for guests, staff, volunteers, and animals.
The Supervisor provides coaching, training, and performance feedback to staff, addresses daily operational challenges, and serves as the primary escalation point for customer and operational concerns. This role works closely with the Manager, Shelter Services & Guest Experience, to communicate operational needs, staffing trends, and opportunities for improvement, and supports the rollout of new procedures and initiatives. This is a hands-on role, the Supervisor is expected to work alongside front-line staff in guest-facing areas for a significant portion of each shift, not solely in an oversight capacity.
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Provide onboarding training and ongoing coaching to staff and volunteers to ensure excellent customer service, safe animal handling, and adherence to procedures.
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Monitor staff performance, attendance, and conduct; provide regular feedback, coaching, and clear communication of expectations to ensure accountability to organizational policies.
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Address performance concerns and document coaching conversations, partnering with the Manager on performance improvement plans and disciplinary actions when needed.
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Manage and adapt staffing schedules to maintain appropriate coverage across all guest-facing areas.
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Lead shift meetings and communicate daily priorities, updates, and operational changes.
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Model organizational values and professional customer service standards at all times.
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Contributes to a positive, collaborative work environment and assists in conflict resolution among staff and volunteers.
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Participate in hiring, interviewing, and onboarding new staff in partnership with the Manager.
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Oversee daily operations of shelter services, including front desk, admissions, adoptions, café, and retail during assigned shifts.
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Ensure smooth service flow and positive guest experiences by monitoring staffing levels, appointment flow, and lobby traffic.
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Serve as the primary escalation point for complex customer service situations, animal concerns, or operational issues.
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Monitor customer communication channels (phone, email, messaging platforms) to ensure timely and accurate responses.
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Ensure accurate data entry, financial transactions, and proper use of shelter systems by staff.
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Step into front-line roles as needed to maintain service flow and coverage during busy periods or staff shortages.
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Ensure opening and closing procedures are completed accurately and consistently.
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Ensure staff and volunteers follow standard operating procedures, safety protocols, and customer service standards.
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Conduct daily walkthroughs of public-facing and service areas to ensure spaces are clean, organized, safe, and welcoming.
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Identify and report facility maintenance or safety concerns to the Manager.
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Ensure proper handling and documentation of incidents, injuries, customer concerns, and unusual situations.
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Reinforce safety practices and proper animal handling procedures with staff and volunteers.
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Communicate daily operational updates, staffing challenges, and service trends to the Manager.
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Coordinate daily operational needs with other departments to ensure smooth animal and client pathways.
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Supports the rollout of new procedures, service changes, and organizational initiatives.
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Attend and assist in leading department meetings and staff training.
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Proactively surface operational challenges and recommend solutions to the Manager.
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Assist with the logistical coordination and setup of Birthday Party events hosted via the cat café, stepping in to support guests directly as needed based on staffing availability.
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Assist with maintaining staff schedules, operational documents, and service calendars.
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Monitor inventory levels for front desk, retail, and café supplies and place orders.
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Assist the Manager by ensuring data and documentation are accurate and complete for reporting purposes.
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Other duties as assigned by management
SUPERVISORY RESPONSIBILITIES:
This position provides supervision of front-line staff and volunteers across guest-facing service areas, including admissions, adoptions, front desk, café, and retail. Responsibilities include onboarding and training, ongoing coaching and performance feedback, scheduling, and documentation of performance concerns. Works in partnership with the Manager, Shelter Services & Guest Experience, on performance improvement plans, disciplinary actions, and hiring decisions.
Required:
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Minimum 2 years of experience in customer service or front-line operations.
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Prior experience in a lead or supervisory role.
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Strong leadership, communication, and conflict resolution skills.
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Ability to manage multiple priorities in a fast-paced environment.
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Experience with scheduling, coordinating workflows, or overseeing daily operations.
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Strong organizational skills and attention to detail.
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Ability to make decisions, solve problems, and provide direction to others.
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Proficiency with computer systems and basic office software.
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Demonstrated attention to accuracy in data entry, financial transactions, or records management
Preferred:
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Experience in animal welfare, veterinary clinic, retail, café, or social services environment.
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Experience supervising staff or volunteers.
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Bilingual (Spanish) preferred.
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Experience with shelter management software, scheduling platforms, or point-of-sale systems.
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Communication - Expresses self-orally and in writing-in manner that is clear, well organized and appropriate to the situation. Uses appropriate grammar, punctuation/spelling, and tone. Listen carefully and sincerely consider others' ideas. Maintains confidentiality and expresses good judgment about what to say and when to say it. Keeps others informed
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Customer Service - Treats customers (internal and external) with respect and courtesy. Shows interest in, anticipates, and responds timely to customer needs and concerns. Goes beyond basic service expectations to help customers. Responds appropriately to and resolves difficult and emotional situations. Seeks ways to improve service delivery.
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Diversity - Enthusiastically works with all employees, regardless of race, gender, culture, and age. Values contributions of people from diverse backgrounds. Demonstrates respect for opinions and ideas of others. Shows awareness of and sensitivity to cultural and individual values.
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Judgment - Gathers data and others' input as appropriate when making decisions and handling diverse situations. Considers cost, organizational resources, and efficiency, as well as both long- and short-term outcomes. Can explain rationale for a decision. Observes safety and security procedures; uses equipment and materials properly. Recognizes when to consult higher level management.
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Managing People - Includes staff in planning, decision-making, facilitating, and process improvement. Aligns the right work with the right people. Ensures staff have skills and resources to fulfill their job duties. Informs staff of what is expected of them and holds them accountable. Gives staff ongoing, constructive feedback on their performance and progress in light of expectations and goals. Rewards and recognizes hard work and results. Addresses performance issues promptly and corrects poor performance. Works to create a strong team.
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Problem Solving - Identifies problems in a timely manner. Gathers and analyzes factors or causes. Generates and evaluates alternative solutions. Implement a plan to solve the problem. Assesses effectiveness of intervention.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
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Frequently required to stand, walk, bend, and move throughout the facility for extended periods.
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Frequently interacts with the public, staff, and volunteers in a busy environment.
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Must occasionally lift and/or move up to 40 pounds.
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May be exposed to animal odors, noise, scratches, bites, and zoonotic diseases.
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May be exposed to emotionally challenging situations involving animals or members of the public.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Tree House Humane Society is an equal-opportunity employer and seeks to employ qualified individuals based on individual merit. Tree House Humane Society does not discriminate against any individual with respect to the terms and conditions of employment based on that individual’s race, sex, age, religion, color, national origin, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, housing status, or any other non-merit factor protected under state, local or federal laws. Equal Employment Opportunity applies to all personnel actions such as recruiting, hiring, compensation, benefits, promotions, training, transfer, termination, and opportunities for training. Tree House Humane Society is committed to a fair and equitable workplace where everyone is a respected and valued member of the team.
