Supervisor, Community Services

Love animals? Want to spend your day surrounded by wagging tails and soft purrs?

Humane Society Silicon Valley (HSSV), a privately funded, 501(c)(3) non-profit, has been serving people and pets in Silicon Valley since 1929. Having facilitated more than half a million animal adoptions, HSSV is a leader in animal welfare through our lifesaving efforts, community programs, and the many ways we are working to move the animal welfare industry forward. Our mission is to save lives, keep families together, and create a better future for pets and their people.

We are a passionate, high-performing team who believes that collaboration is key to our success. Our best work is achieved by leveraging each other’s strengths and creating opportunities for professional growth. Together, we make a difference “one paw” at a time.

Overview

To help us achieve our goals of saving more lives and keeping families together, the Supervisor, Community Services is results driven, detail oriented, an effective communicator, and highly empathetic to people and to animals. You’re part of the team that leads day-to-day operations for Community Service staff and volunteers who serve people are seeking services for their pets or have found a lost pet. You also drive successful programs to create the best possible experiences for clients looking to HSSV for help. You are upbeat and enthusiastic, enjoy a challenge, and are as comfortable with overseeing day-to-day operations as you are supervising people with a strong emphasis on being customer focused.

There are two supervisor roles on the Community Services team; each with a unique aspect to the role overseeing:

• Critical sheltering functions (including stray intake), partnering with Sunnyvale Animal Control, driving owner
  surrender processes, implementing process improvements for shelter programs, and optimizing our onsite
  surgical capacity.
• Non-shelter community programs (access to care, wellness and preventative programs, pet pantry) and
  collaborates with other team members on developing staff and volunteers to deliver on strategic programs and
  goals.

Duties and Responsibilities

• Foster a team environment by collaborating with staff and volunteers to accomplish HSSV mission, values, and goals and ensure people have an exceptional customer service experience.
• Model what superior customer service looks like and demonstrate an attitude that encourages enthusiasm and support for staff, volunteers, and the public.
• In partnership with the Senior Manager, Community Services, participate in planning and driving enhancements to department programs.
• Identify and analyze key metrics, generate reports, and develop operating mechanisms to identify opportunities for process improvements and ensure the successful delivery of relevant programs.
• Act as an escalated point of contact and provide mentorship when it comes to managing challenging situations.
• Collaborate with other internal teams to have a holistic view on delivering services to the community.
• Assist with the hiring process, including screening applicants, interviewing, and making hiring recommendations and contribute to employee performance assessments.
• Help develop and deliver effective new hire onboarding and ongoing training.
• Draft staff schedule to ensure coverage aligned with operational needs.
• Step in to perform all areas of staff responsibility to help with the daily flow or to cover unexpected staff shortages, as needed.
• Create standard operating procedures (SOPS) and guidelines for the respective areas.
• Ensure staff recordkeeping is maintained according to department standards with a high level of attention to detail for accurate data.
• Assist Senior Manager, Community Services with conducting department meetings and attend other team meetings to represent the department as needed.
• Other job duties may be assigned as needed.
  

Requirements

• Proven experience in successfully managing programs within a dynamic environment, preferably in roles related to animal shelters or customer service.
• Previous experience working in a highly collaborative environment with cross-functional teams.
• Ability to work/interact with a variety of animals in a safe and humane manner.
• Proficient in problem-solving and driving projects or initiatives to a successful conclusions, demonstrating adaptability and ability to drive results that align with evolving organizational and community needs.
• Positive, empathetic attitude with a passion for working with animals and people.
• Outstanding interpersonal and relationship building skills (with diverse internal and external audiences), including excellent written and verbal communication skills.
• Demonstrated ability to actively listen, understand, and make effective decisions and drive successful conflict resolution.
• Forward-thinking mindset with a proactive approach to accomplishing goals.
• Detail-oriented with an ability to follow directions as well as work independently with minimal supervision; proven ability to successfully lead and delegate tasks to others.
• Strong computer literacy with a proven track record of proficiency in a Windows-based environment.
• Ability to work with various databases, accurately collect and analyze data, and generate comprehensive
  reports.
• Must have a valid CA driver’s license and insurance and willingness to drive large vehicles; training may be
  required to drive the Wellness Wagon.
• Ability to lift and carry weights of up to 50 lbs. from floor to waist level. Ability to kneel on the floor, bend at the waist, reach forward and rotate the upper body. Sit/stand for sustained periods of time. Walk on wet or dry surfaces. Work both indoors and outdoors in all weather conditions during both daylight and after dark.
• Bilingual in Spanish a plus

Work Days and Hours
We currently have two full-time, 40 hours/week, positions available, weekly schedule will include at least one weekend day.

Candidate Tip

Add "apps.bamboohr.com" to your email contact list so you make sure to receive emails from HSSV regarding your application.