Manager, Admissions - Salem Campus

Level: Experienced

Job Location: Salem Campus - Salem, OR

Position Type: Full Time

Salary Range: $72,000.00 - $77,250.00 Salary/year

Description

About the Oregon Humane Society

Founded in 1868, Oregon Humane Society is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, OHS is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit oregonhumane.org to learn more about how we’re creating a More Humane Society.

The Position

Responsible for management of the Admissions department at the Oregon Humane Society, which includes Admissions, behavior assessments, level 2 showings, phone room, euthanasia, and interagency transfers. Responsibilities include promoting positive interactions between OHS and the public, creating and implementing progressively successful client service and strategic intake programs and fostering collaboration and innovation within and across departments. This role manages, develops, and motivates staff; prepares budget proposals; manages revenue and expenses; and develops systems and processes that maximize department effectiveness. All OHS staff members contribute to the stewardship of the organization’s mission and are expected to stay current on and understand issues related to animal welfare and OHS programs.

Essential Responsibilities

PERSONAL LEADERSHIP

• Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.
• Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity.
• Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.

LEARNING

• Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.
• Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.
• Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.

INFLUENCE & REPRESENTATION

• Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.
• Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside OHS at all levels.
• Leverage our best practices externally and grow OHS’ reputation as a leader in the animal welfare space.

PRIMARY RESPONSIBILITIES

• Manage daily operations of admissions, behavior assessments, level two behavior/medical showings, phone room, interagency transfer and owner request euthanasia and provide leadership to assigned departments. Develop and implement short- and long-range plans, ensuring that plans are innovative, comprehensive, financially and operationally realistic, integrative and effective in meeting organizational and department goals Provides reporting and analytics in regard to all facets of admissions as required.
• Set meaningful and realistic goals, planning for, and delivering results, thoroughly analyzing issues, dealing with conflicts in a collaborative manner, exercising exceptional judgment, promoting open and honest communication, maintaining strategic intake model to ensure achievement of adoption goals and role modeling OHS’ commitment to exceptional care of animals and clients.
• Handles and oversees the incoming calls for OHS. Keep and maintain call center reporting and analytics.
• Establish and maintain successful implementation of department metrics in relation to strategic intake, capacity control, production errors, client satisfaction and other metrics as defined by the Operations Manager.
• Contribute to enhancing the financial position of OHS through innovative sales programs, effective budgeting, revenue generation, cost containment and regular monitoring. Promote a culture of philanthropy and stewardship within assigned departments. Monitor progress and report outcomes and barriers to success in a timely and reliable manner. Authorize spending requests in accordance with established OHS guidelines and policies. Ensure that supplies and equipment are used correctly and that adequate inventories are maintained.
• Anticipate client needs and continually search for ways to innovate and improve the client experience at OHS. Continually looking for alternatives to surrender and helping clients to keep their animals in the home.
• Manage emotionally charged situations with tact, empathy, and respect. Maintain composure in the face of interpersonal conflict.
• Foster achievement of a common vision within and across departments. Provide clear direction and priorities. Ensure that roles and responsibilities are understood and carried out.
• Adhere to all OHS personnel policies and procedures. Recruit and hire the right people for permanent and temporary assignments within assigned departments. Build a strong team with complementary strengths. Assign staff members in a manner that promotes optimal effectiveness and efficiency.
• Motivate and mobilize staff to take action. Remove obstacles and coordinate work efforts when necessary. Coach, develop, and empower staff members within department. Write and deliver performance appraisals, accurately assessing strengths and development areas for each assigned staff member. Set high standards of performance. Give timely and specific feedback. Role model accountability and hold others accountable for high performance levels on a consistent basis. Recognize and reward contributions. Manage employee development and performance ethically and legally. Continuously develop self.
• Help to keep this high-level staff engaged, motivated and advancing in their skill sets. Create formalized and structured training and staff development with the assistance of the Skills Training Coordinators.
• Work in partnership with all OHS department members to balance competing priorities and achieve win/win resolutions for the good of OHS.
• Design, develop and implement department standards, work processes, systems and procedures for accomplishing work within the Admissions department. Learn from and incorporate knowledge and experience gained from historical practices.
• Step forward to address difficult issues, standing firm when necessary and adjusting perspectives when appropriate. Use accurate logic in analyses and decision-making.
• Handle day-to-day work challenges confidently and reliably. Allocate one’s time efficiently. Adjust to multiple demands in a calm and controlled manner. Shift priorities when appropriate. Show resilience in the face of constraints, frustrations, ambiguity, or adversity. Manage meetings effectively.
• Actively listen to others and consider opinions in a collaborative manner. Prepare and convey written information in a clear and effective manner. Prepare and deliver presentations to internal and external audiences. Assist with public education and special events sponsored by OHS.
• Relate to people in an open, accepting, and professional manner. Bring substantive conflicts into the open and attempt to resolve them collaboratively.
• Identify and cultivate relationships with key stakeholders within and outside OHS. Build strong external networks with people in the animal welfare profession. Represent OHS’s interests in a professional and positive light.
• Effectively utilize volunteer resources and adhere to all OHS volunteer guidelines.
• Adhere to all OHS safety, training, and handling and transportation protocols in order to ensure that the Shelter environment is safe for animals, the public, volunteers and other employees. Wear required personal protective clothing, identification and safety garments/equipment as defined by OHS policies and procedures.
• Act as a catalyst for change by showing understanding of the issues relevant to OHS and the business of animal welfare. Keep knowledge up to date. Use financial and quantitative information to make effective and informed decisions. Make decisions under conditions of uncertainty. Use expert resources when appropriate.
• This position will require the manager to be hands on in the day-to-day operations as well as effectively allocate the departments resources to complete the many demanding tasks.

SUPERVISOR RESPONSIBILITY

Supervises: Admissions Team Lead, Admissions Supervisor, Admissions Technicians 1, 2, 3, Second Chance Manager, Second Chance Coordinator, and Second Chance Driver.

ACCOUNTABILITY

Reports Directly To: Director, Shelter Operations

Often Engages Directly With: Admissions

Qualifications

Minimum Qualification & Transferable Skills

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to the Oregon Humane Society.

• Bachelor’s Degree in a field related to Animal Welfare, Hospitality/Retail or Business Administration or equivalent business experience.
• Five + year(s) related work experience, including progressively complex project and people management responsibilities.
• Able to set goals, prioritize, delegate work, and provide feedback to others in order to complete multiple tasks on or before deadline.
• Able to develop and manage people and projects in order to achieve or exceed organizational goals.
• Able to demonstrate high degree of independence, initiative, and organization.
• Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, confident, respectful, and professional manner.
• Able to prepare, evaluate, and report out on financial and operational performance metrics of moderate to high complexity.
• Able to effectively respond to and resolve project workflow issues or complications.
• Able to demonstrate exceptional discretion, judgment, impartiality, and confidentiality when dealing with personnel issues, financial issues and proprietary information.
• Willing to learn new tasks and able to become proficient in a short period of time.
• Proficient in the use of Microsoft Office tools including Word, Excel, PowerPoint, and Outlook.
• Able to work evenings, weekends and/or holidays as business operations demand.
• Able to maintain a professional demeanor and exercise sound judgment during all interactions with the public, staff, and volunteers.
• Knowledge and experience working with a wide variety of companion animal’s species, predominantly dog and cat breeds.
• Able to be certified in CPR and First Aid and maintain certification throughout the course of employment.

Work Environment Conditions & Physical Requirements

This position interacts and collaborates will all levels of the organization, including OHS staff, executive team members, donors, general-public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional, and respectful in all circumstances.

WORKING CONDITIONS

• Work is performed in an office and medical center/animal shelter environment.
• Travel between the two campuses is required.
• Working at both campuses is required.
• Occasional weekend and evening work may be required.
• Animal contact and related injuries may occur.
• Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations.
• Pace of work is active and demanding, requiring a high degree of multitasking and ability to adapt to changing priorities while managing concurrent projects/tasks to completion.
• Contact with angry or emotional people may occur.

PHYSICAL REQUIREMENTS

• Occasional lifting and moving of inanimate objects weighing up to 50 lbs.
• Occasional pushing and pulling of carted items weighing up to 100 lbs.
• Occasional moving items above shoulder level.
• Occasional use of hands and arms at or above shoulder level.
• Prolonged standing, sitting and/or stooping may occur.
• Occasional climbing and bending.
• Must be able to lift, move, restrain, guide, or manage an animal weighing up to 150 lbs. on a leash on an occasional basis.
• Must be able to remain in a stationary position for prolonged periods.
• Ability to respond and perform life saving techniques in an emergency.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds and ways of thinking, we are better able to leverage the collective power of our teams and address and overcome complex challenges and barriers. We strive for a culture of integrity, respect and compassion where every member of our community contributes their perspectives and authentic selves and where everyone reaches their potential as individuals and teams. We recognize that striving for diversity, equity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Oregon Humane Society is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group.

At-Will Employment

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will”

About the Oregon Humane Society

Founded in 1868, Oregon Humane Society is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, OHS is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit oregonhumane.org to learn more about how we’re creating a More Humane Society.

The Position

Responsible for management of the Admissions department at the Oregon Humane Society, which includes Admissions, behavior assessments, level 2 showings, phone room, euthanasia, and interagency transfers. Responsibilities include promoting positive interactions between OHS and the public, creating and implementing progressively successful client service and strategic intake programs and fostering collaboration and innovation within and across departments. This role manages, develops, and motivates staff; prepares budget proposals; manages revenue and expenses; and develops systems and processes that maximize department effectiveness. All OHS staff members contribute to the stewardship of the organization’s mission and are expected to stay current on and understand issues related to animal welfare and OHS programs.

Essential Responsibilities

PERSONAL LEADERSHIP

• Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.
• Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity.
• Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.

LEARNING

• Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.
• Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.
• Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.

INFLUENCE & REPRESENTATION

• Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.
• Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside OHS at all levels.
• Leverage our best practices externally and grow OHS’ reputation as a leader in the animal welfare space.

PRIMARY RESPONSIBILITIES

• Manage daily operations of admissions, behavior assessments, level two behavior/medical showings, phone room, interagency transfer and owner request euthanasia and provide leadership to assigned departments. Develop and implement short- and long-range plans, ensuring that plans are innovative, comprehensive, financially and operationally realistic, integrative and effective in meeting organizational and department goals Provides reporting and analytics in regard to all facets of admissions as required.
• Set meaningful and realistic goals, planning for, and delivering results, thoroughly analyzing issues, dealing with conflicts in a collaborative manner, exercising exceptional judgment, promoting open and honest communication, maintaining strategic intake model to ensure achievement of adoption goals and role modeling OHS’ commitment to exceptional care of animals and clients.
• Handles and oversees the incoming calls for OHS. Keep and maintain call center reporting and analytics.
• Establish and maintain successful implementation of department metrics in relation to strategic intake, capacity control, production errors, client satisfaction and other metrics as defined by the Operations Manager.
• Contribute to enhancing the financial position of OHS through innovative sales programs, effective budgeting, revenue generation, cost containment and regular monitoring. Promote a culture of philanthropy and stewardship within assigned departments. Monitor progress and report outcomes and barriers to success in a timely and reliable manner. Authorize spending requests in accordance with established OHS guidelines and policies. Ensure that supplies and equipment are used correctly and that adequate inventories are maintained.
• Anticipate client needs and continually search for ways to innovate and improve the client experience at OHS. Continually looking for alternatives to surrender and helping clients to keep their animals in the home.
• Manage emotionally charged situations with tact, empathy, and respect. Maintain composure in the face of interpersonal conflict.
• Foster achievement of a common vision within and across departments. Provide clear direction and priorities. Ensure that roles and responsibilities are understood and carried out.
• Adhere to all OHS personnel policies and procedures. Recruit and hire the right people for permanent and temporary assignments within assigned departments. Build a strong team with complementary strengths. Assign staff members in a manner that promotes optimal effectiveness and efficiency.
• Motivate and mobilize staff to take action. Remove obstacles and coordinate work efforts when necessary. Coach, develop, and empower staff members within department. Write and deliver performance appraisals, accurately assessing strengths and development areas for each assigned staff member. Set high standards of performance. Give timely and specific feedback. Role model accountability and hold others accountable for high performance levels on a consistent basis. Recognize and reward contributions. Manage employee development and performance ethically and legally. Continuously develop self.
• Help to keep this high-level staff engaged, motivated and advancing in their skill sets. Create formalized and structured training and staff development with the assistance of the Skills Training Coordinators.
• Work in partnership with all OHS department members to balance competing priorities and achieve win/win resolutions for the good of OHS.
• Design, develop and implement department standards, work processes, systems and procedures for accomplishing work within the Admissions department. Learn from and incorporate knowledge and experience gained from historical practices.
• Step forward to address difficult issues, standing firm when necessary and adjusting perspectives when appropriate. Use accurate logic in analyses and decision-making.
• Handle day-to-day work challenges confidently and reliably. Allocate one’s time efficiently. Adjust to multiple demands in a calm and controlled manner. Shift priorities when appropriate. Show resilience in the face of constraints, frustrations, ambiguity, or adversity. Manage meetings effectively.
• Actively listen to others and consider opinions in a collaborative manner. Prepare and convey written information in a clear and effective manner. Prepare and deliver presentations to internal and external audiences. Assist with public education and special events sponsored by OHS.
• Relate to people in an open, accepting, and professional manner. Bring substantive conflicts into the open and attempt to resolve them collaboratively.
• Identify and cultivate relationships with key stakeholders within and outside OHS. Build strong external networks with people in the animal welfare profession. Represent OHS’s interests in a professional and positive light.
• Effectively utilize volunteer resources and adhere to all OHS volunteer guidelines.
• Adhere to all OHS safety, training, and handling and transportation protocols in order to ensure that the Shelter environment is safe for animals, the public, volunteers and other employees. Wear required personal protective clothing, identification and safety garments/equipment as defined by OHS policies and procedures.
• Act as a catalyst for change by showing understanding of the issues relevant to OHS and the business of animal welfare. Keep knowledge up to date. Use financial and quantitative information to make effective and informed decisions. Make decisions under conditions of uncertainty. Use expert resources when appropriate.
• This position will require the manager to be hands on in the day-to-day operations as well as effectively allocate the departments resources to complete the many demanding tasks.

SUPERVISOR RESPONSIBILITY

Supervises: Admissions Team Lead, Admissions Supervisor, Admissions Technicians 1, 2, 3, Second Chance Manager, Second Chance Coordinator, and Second Chance Driver.

ACCOUNTABILITY

Reports Directly To: Director, Shelter Operations

Often Engages Directly With: Admissions

Minimum Qualification & Transferable Skills

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to the Oregon Humane Society.

• Bachelor’s Degree in a field related to Animal Welfare, Hospitality/Retail or Business Administration or equivalent business experience.
• Five + year(s) related work experience, including progressively complex project and people management responsibilities.
• Able to set goals, prioritize, delegate work, and provide feedback to others in order to complete multiple tasks on or before deadline.
• Able to develop and manage people and projects in order to achieve or exceed organizational goals.
• Able to demonstrate high degree of independence, initiative, and organization.
• Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, confident, respectful, and professional manner.
• Able to prepare, evaluate, and report out on financial and operational performance metrics of moderate to high complexity.
• Able to effectively respond to and resolve project workflow issues or complications.
• Able to demonstrate exceptional discretion, judgment, impartiality, and confidentiality when dealing with personnel issues, financial issues and proprietary information.
• Willing to learn new tasks and able to become proficient in a short period of time.
• Proficient in the use of Microsoft Office tools including Word, Excel, PowerPoint, and Outlook.
• Able to work evenings, weekends and/or holidays as business operations demand.
• Able to maintain a professional demeanor and exercise sound judgment during all interactions with the public, staff, and volunteers.
• Knowledge and experience working with a wide variety of companion animal’s species, predominantly dog and cat breeds.
• Able to be certified in CPR and First Aid and maintain certification throughout the course of employment.

Work Environment Conditions & Physical Requirements

This position interacts and collaborates will all levels of the organization, including OHS staff, executive team members, donors, general-public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional, and respectful in all circumstances.

WORKING CONDITIONS

• Work is performed in an office and medical center/animal shelter environment.
• Travel between the two campuses is required.
• Working at both campuses is required.
• Occasional weekend and evening work may be required.
• Animal contact and related injuries may occur.
• Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations.
• Pace of work is active and demanding, requiring a high degree of multitasking and ability to adapt to changing priorities while managing concurrent projects/tasks to completion.
• Contact with angry or emotional people may occur.

PHYSICAL REQUIREMENTS

• Occasional lifting and moving of inanimate objects weighing up to 50 lbs.
• Occasional pushing and pulling of carted items weighing up to 100 lbs.
• Occasional moving items above shoulder level.
• Occasional use of hands and arms at or above shoulder level.
• Prolonged standing, sitting and/or stooping may occur.
• Occasional climbing and bending.
• Must be able to lift, move, restrain, guide, or manage an animal weighing up to 150 lbs. on a leash on an occasional basis.
• Must be able to remain in a stationary position for prolonged periods.
• Ability to respond and perform life saving techniques in an emergency.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds and ways of thinking, we are better able to leverage the collective power of our teams and address and overcome complex challenges and barriers. We strive for a culture of integrity, respect and compassion where every member of our community contributes their perspectives and authentic selves and where everyone reaches their potential as individuals and teams. We recognize that striving for diversity, equity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Oregon Humane Society is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group.

At-Will Employment

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will”