Manager of Pet Support Services

Reports to Senior Director of Shelter Operations

Direct reports: Assistant Manager of Pet Support Services and Pet Support Counselors

The Richmond SPCA is a non-profit organization located in the heart of Richmond, Virginia. As a leader in the field of animal welfare, we are cultivating a community committed to saving, protecting and enriching animal lives with a mission to provide education and resources to achieve and sustain a no-kill community. Annually, we rescue, rehabilitate and find homes for about 4,000 homeless animals while also providing our region with vital safety net programs designed to keep thousands of pets in loving homes and out of shelters. Our values of collaboration, creativity, honesty, inclusion and respect guide not only what we do – but how we do it. 

The Manager of Pet Support Services is a highly skilled communicator, motivator, and relationship builder who performs a full scope of management and supervisory activities related to the operation of the Richmond SPCA’s Pet Support Services team. Our Pet Support team provides pet-retention counseling and services to the community, and plays an essential role in the intake of dogs and cats into the care of the Richmond SPCA. The Manager of Pet Support Services consistently supports and promotes the mission and objectives of the Richmond SPCA, while inspiring and coaching their team to deliver excellent customer service and animal care. The Manager of Pet Support Services must work with a sense of urgency to help maximize the lifesaving of homeless animals and to effectively support pet guardians in need. 

Essential Functions

• Oversee management of animal intake from all sources
• Oversee delivery of shelter diversion and pet retention programming
• Lead and motivate employees, cultivating a culture reflective of the Richmond SPCA’s values
• Address concerns raised by employees and clients, deliver guidance, and address complex, emotional situations with empathy and professionalism 
• Manage, coordinate, and support animal transfers by identifying, developing and stewarding transfer partner relationships 
• Occasionally travel several hours for animal transfers (both driving or as a passenger)
• Manage and support communication with pet owners by guiding the team’s efforts in counseling clients, scheduling appointments, escalated issues and pet retention/shelter diversion initiatives
• Manage and support Community Support Specialist and clients in crisis with counseling, resources, communication, and scheduling
• Work alongside shelter operations management to appropriately plan for all animal intakes, including disaster relief responses
• Stay up to date on industry trends and best practices regarding animal intake, animal transport, and shelter diversion programming to continuously improve Pet Support department efficiencies and effectiveness 
• Collect, monitor, and analyze intake data to stay on target with lifesaving goals, identify trends, look for opportunities for improvement, and respond to challenges 
• Ensure compliance with all applicable laws and regulations  
• Conduct routine audits to ensure the integrity, accuracy, and completeness of animal files created at intake 
• Complete typical duties of a manager overseeing a team including payroll, regular performance feedback, mentoring, leading department meetings, hiring, training, and more 
• Demonstrate, promote and hold employees to the highest ethical and professional standards 
• Maintain and improve organizational systems
• Work collaboratively and productively with all organizational and administrative departments 
• Assist the senior director of shelter operations with drafting and adhering to the annual Pet Support Services operating budget to maximize the impact and reach of charitable resources 
• Oversee the monitoring of inventory control and reports for the Pet Support Services department, and order supplies as needed 
• Ensure the sanitation and cleanliness of workspaces and transport vehicles 
• Attend and participate in all required trainings and meetings, including weekly operations meetings 
• Engage and support volunteers assisting the Pet Support Services team 
• Perform other job-related duties as assigned 

Qualifications, Skills and Expectations

• Alignment with the Richmond SPCA’s mission to achieve and sustain a no-kill community – including promoting pet adoption and spaying/neutering – and to utilizing reward-based, positive reinforcement (R+) training methods
• High degree of emotional intelligence
• Prior management experience with proven ability to creatively solve problems, exercise good judgment, and be diplomatic
• Professional experience in an animal shelter, rescue organization, or veterinary environment preferred
• Professional experience or education in the field of social work preferred
• Effective, professional, and empathetic communication (written and verbal) with the public, volunteers, and all Richmond SPCA employees
• Attitude that contributes to a welcoming, accessible, compassionate, and respectful atmosphere
• Commitment to superb customer service and adept at conflict resolution
• Comfort handling or learning to handle (petting, leash-walking, some lifting and carrying) dogs, cats, and small mammals with a variety of medical and behavioral needs
• Comfort restraining or learning to restrain animals and perform blood draws, administer vaccines, and placing animals in kennels or carriers
• Strong computer skills (Microsoft 365) and the ability to learn new software quickly
• Ability to multi-task, take and follow directions, and adapt to and productively accommodate changing demands – all with excellent attention to detail
• Must be resourceful with a team-oriented mindset
• Must work well under pressure and adhere to deadlines
• Punctuality and reliability are essential, as well as good time management and prioritization skills
• Maintain confidentiality as requested
• Ability to work in a high volume, fast-paced environment
• Ability to successfully navigate emotionally challenging situations professionally and effectively
• Bilingual (English and Spanish) applicants encouraged to apply

• Daytime availability Monday through Friday (typically 8 a.m. to 5 p.m.), as well as flexibility and willingness to work outside of typical work hours including late nights, weekends, and holidays as transfer or department scheduling requires
• Have reliable transportation including during inclement weather
• Have a valid driver’s licenses and successfully complete a motor vehicle record screening
• Be 18 years of age or older

Physical Job Requirements

• Able to work with animals (including those who are sick or injured or who have challenging behaviors) and around loud noises, cat litter, animal waste, allergens (pet dander, peanut butter), various chemicals and disinfectants
• Able to routinely lift 40-50 lbs.
• Able to bend, kneel, stoop, use stairs, and use your arms in a repetitive manner
• Able to be on your feet for several hours at a time
• Able to work at a desk, use a computer, and use the phone for several hours at a time
• Have physical strength to perform animal restraint, animal handling, and cleaning duties effectively and efficiently

Work Environment

• Potential for animal bites and scratches and diseases that are zoonotic (can be transmitted from animals to people)
• Supportive, collaborative team environment that encourages and celebrates creativity and resourcefulness

Richmond SPCA employees are eligible to become clients of our low-cost, full-service Susan M. Markel Veterinary Hospital and have access to an Employee Assistance Program. Employees who average 15+ hours per week are eligible for voluntary (employee-paid) benefits including accident insurance, hospital indemnity and critical illness insurance. Employees who average 20+ hours a week can participate in our 401(k) retirement plan and have access to paid wellness leave.

Full-time employees are eligible for insurance benefits, including medical, dental, and vision, life insurance, short-term and long-term disability, and paid personal leave.

The Richmond SPCA is a qualified employer for the Public Service Loan Forgiveness Program.