The Team Lead is responsible for ensuring the highest quality customer care service, overseeing the day-to-day animal operations, supervising staff. overseeing facility appointments, and assist with coordinating program staff. This job description should be a general description of the position’s responsibilities. Other duties and responsibilities may be assigned. All job duties support Providence Animal Center’s (PAC) mission in accordance with the organization’s policies and procedures and with the safety of the people and animals at the forefront of all activities.
ACCOUNTABILITY
This position reports directly to the Francisvale Manager and Director of Operations. This position is a full-time, non-exempt position.
SCHEDULE
The typical schedule will include opening and closing shifts with set days of the week and one weekend day off. Daily hours and days of the week may vary according to the needs of the department schedule. Includes evenings and holidays—weekend availability required.
STAFF SUPERVISION
- Supervise, mentor, and coach the Animal Care Associates.
- Promote positive recognition of good performance and is actively engaged in team building
- Plan, assign and evaluate the work of team members to include formal disciplinary actions for staff with the Director of Operations
- In conjunction with the Director of Operations at Providence Animal Center, provide annual performance appraisals
- Lead, motivate, and train a team of staff to ensure the best customer service and animal care possible
- Assist in the hiring and onboarding of new team members
- Assist newer team members when dealing with difficult situations, i.e., potential adopter and/or general customer concerns
REPRESENTATIVE TASKS AND MAJOR RESPONSIBILITIES
- Responsible for overseeing the day-to-day operations of the kennel and cattery
o Asist in daily cleaning, feeding, medicating, and exercising of animals
o Perform intake and wellness exams on animals, as needed, to include booster exams
- Prioritize the safety and well-being of the onsite animals and staff
- Point of contact on site for all vendors (plumbing, heating, alarm, construction, landscaping, pest control, trash removal, etc)
- Oversee the general upkeep of the house, kennel building, and grounds along with support from facilities staff at Providence Animal Center
o Communicate necessary maintenance concerns to superiors for proper funding
o Ability to quickly assess and provide solutions to emergent concerns
o Ability to troubleshoot and perform basic maintenance on onsite equipment
- Provide responsive action for ongoing and emerging concerns with Senior Facilities Manager
o Tree Trimming/Downed Trees
o Snow and ice removal
o Property and Facility maintenance vs emergency
- This position is responsible for the transportation of animals to/from Providence Animal Center to/from Francisvale locations as needed.
- Monitor the health status of all animals in the kennels and cattery, reporting any concerns to the staff veterinarian and/or AHD for evaluation in a timely fashion at Providence Animal Center
o Perform medical assessments on animals, as needed.
o Follow written SOPs for common illnesses and concerns, to include creating medical treatment plans, correctly dosing animal per SOP, administering oral, topical or subcutaneous medications, and entering all medical treatments and assessments into PetPoint database
o In the event the staff veterinarian is not on-site during an emergency, follow recommendations/instructions with appropriate management/on call Veterinarians for possible transport to an off-site veterinarian.
- Evaluate and resolve customer complaints with professionalism with the assistance of the Director of Operations. Look to intervene in situations before they result in a poor experience. Coach and train associates on handling difficult situations.
- Responsible for assuring the proper policies and procedures are communicated and followed.
- In conjunction with the PAC Director of Operations, modify the departmental schedule as needed
- Assist with Dog Law visits
- Work with the Medical Care Manager and Senior Dog Training and Enrichment Specialist at Providence Animal Center to decrease the length of stay for animals.
- Communicate with appropriate management regarding animals needing special placement
- Meet regularly with Director of Operations to develop, implement, interpret, and update kennel and cattery policies and procedures. Communicate those changes to team members
- Perform high-level, extensive counseling to adopters on a particular animal’s behavior and/or general dog or cat behavior
o Review all adoption applications along with Lifesaving Coordinator, Foster Coordinator
o Communicate with potential adopters via email and text to coordinate scheduled adoption meetings
o Meet with potential adopters, reviewing all medical and behavioral information on their preferred animal
o Handle unruly clients professionally. If needed contact Director of Operations for assistance
o Provide post-adoption assistance via email and text
- Assist with all Donor Tours
o Prepare house and kennel building for tours, to include cleaning, purchasing food, and preparing meeting space with refreshments
o Lead the tour through the kennel building, to include introducing animals and answering any and all questions from potential donors
- Work with the Volunteer Coordinator to onboard new volunteers
o Asist, train, and manage new and current volunteers
o Be the point of contact for all volunteers via text and email
o Handle onsite disputes with volunteers professionally, at times by yourself
o Communicate volunteer-related issues with the Volunteer Coordinator in a timely manner
- Responds to complaints about employees, volunteers, and facility concerns through appropriate management. Address employee and volunteer grievances and complaints in conjunction with appropriate management.
- Ensure cage cards and records are kept up to date
- Maintain a safe and clean kennel/cattery area and assist with general center upkeep as needed, including donation removal, moving and/or organizing various supplies/deliveries, maintaining outdoor kennel/play areas, and maintaining the landscaping/grounds as needed
- Maintain inventory of all items, to include medications, medical equipment, food, and any other necessary items
o Responsible for retrieving items or ordering new items in a timely manner
- Provide support with behavior services when needed
- Acting as opening/closing manager during assigned times
- Assist with Offsite Adoption Events – attend events as needed, prepping transport van, etc.
- Report monthly statistics as needed
o Prepare room for board meetings, to include cleaning, purchasing food, and setting out refreshments for the board
- Educate the public about the mission of Francisvale Home for Smaller Animals
- Attend training as required
- Participate in Providence Animal Center and/or Francisvale Home for Smaller Animals events as needed or required.
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty and task satisfactorily. The requirements below represent the required knowledge, skill, and/or ability.
- High School Degree or equivalent
- Must have a valid PA Driver’s License
- Overall knowledge of animal center operations
- Knowledge of the rules and regulations imposed by PA Dog Law through the Department of Agriculture
- Excellent communication skills; act proactively to ensure smooth team operations. Ability to establish and maintain effective working relationships. Maintain professionalism.
- Strong working knowledge of Microsoft Office, Word/Excel/Outlook/PowerPoint/Teams, and Google spreadsheets
- Ability to train and effectively direct the activities of staff and volunteer associates
- Ability to perform in a high-demand situation
- Must be able to work independently and be self-motivated
- Must be available and willing to work such weekends, holidays, and overtime, and attend mandatory training and meetings as the employer determines are necessary or desirable to meet its business needs.
- Must demonstrate regular and consistent attendance and punctuality.
- Demonstrated personal communication skills, including skills in writing and editing and the ability to express orally in a clear manner.
- Evaluate and resolve customer complaints with professionalism. Look to intervene in situations before they result in a poor experience. Coach and train associates on handling difficult situations.
- Must have basic knowledge of feline and canine behavior and a general understanding of feline and canine health-related concerns.
- Ability to interpret feline and canine behavior and body language with the assistance of the Adoption Care Manager and the Senior Dog Training and Enrichment Specialist at Providence Animal Center
- Demonstrates efficient time management and prioritizes workload.
- Must have a genuine interest in the work, programs, and mission of Francisvale Home for Smaller Animals
- Knowledge of domestic animals, including breeds, behavior and adaptability, appropriate care and housing, common health problems, disease symptoms, and handling techniques.
PHYSICAL REQUIREMENTS
- Work is performed in an animal center, office, and outdoor environment; Subject to work outside in a variety of weather conditions
- Must sit, stand, walk, bend, and frequently stoop to perform duties
- Ability to lift and carry 35-40lbs without assistance, at times for long distances
- Ability to restrain cats and dogs, of any size, including fractious animals, and the use of safety equipment and alternate handling methods.
- Flexibility with bending and reaching in tight spaces to perform assigned duties
- Possible exposure to cleaning agents and allergens
- Possible exposure to zoonotic disease
- Subject to loud/frequent noise and/or animal bites/scratches
- Reasonable accommodations will be made to enable individuals with disabilities to perform their essential job duties.
Pay: $16.00 per hour
Benefits:
- 401(k)
- Employee discount
- Health insurance
- Paid time off
Work Location: In person
