Adoption Supervisor

About the role

The Adoption Supervisor oversees a team of adoption counselors at the Bronx Care Centers, managing daily operations, supporting staff and clients, and upholding the principles of open adoptions.

Responsibilities

• Provide training, direction, supervision, and oversight to a team of adoption counselors in the Bronx Care Centers.
• Manage any client concerns and/or complaints by providing conflict resolution for both staff and clients through direct and transparent communication.
• Oversee a variety of administrative tasks including timecard approval, schedule building, inventory and ordering, data spreadsheets, and review and management of animal records, etc.
• Implement and monitor the daily performance of the counselors, establishing personal goals during monthly check-in meetings.
• Establish and uphold adoption goals: daily, weekly, monthly, and yearly.
• Provide continual training opportunities to help staff advance and grow their skills.
• Oversee reconcile of money at the shelter.
• Participate in staff hiring, evaluations, and disciplinary action in cooperation with Senior Management.
• Supervise adoption email account and monitor multi-line phone system, ensuring that client inquiries are followed up within a timely and satisfactory manner.
• Fill in for adoption staff as needed; the adoption supervisor should be proficient in all tasks expected of an adoption counselor.
• On-call availability as assigned.
• Become knowledgeable in the role of all client-interfacing staff to step in and provide supervisory coverage as needed.
• Document client complaints and create incident reports as needed.
• Provide follow-up post adoption to answer any questions or to address and work through common challenges.
• Model and promote a staff culture that is friendly, outgoing, and free of judgement.
• Ensure implementation and adherence to best practices and organizational policy.
• Assist with large-scale in-shelter adoption of events and promotions.
• Absorb coverage at off-site weekly mobile events as needed.
• Ensure that all paperwork is filed and organized according to policy.
• Manage and adhere to operational budgets.
• Maintain inventory, order, and monitor supplies.

Qualifications

• High School Diploma or GED required.
• A minimum of 1-3 years’ experience in a customer service orientated staff management position.
• Comfortable handling, and training staff on how to handle, animals of varying species, sizes and temperaments.
• Flexible to adapt to new technology and ability to implement changes.
• Must be able to lift a minimum of 50lbs.

Benefits

ACC offers a generous paid-time-off (PTO) package that includes vacation time, birthdays off, personal days and sick pay. We also offer great open access Cigna medical, dental and vision insurance at a low premium, 401K and Pension, Life Insurance. Employees may be eligible for loan forgiveness, cancellation, and/or consolidation under the Public Service Loan Forgiveness program (PSLF).

Essential Job Functions

• Provide training, direction, supervision, and oversight to a team of adoption counselors in the Bronx Care Centers.
• Manage any client concerns and/or complaints by providing conflict resolution for both staff and clients through direct and transparent communication.
• Oversee a variety of administrative tasks including timecard approval, schedule building, inventory and ordering, data spreadsheets, and review and management of animal records, etc.
• Implement and monitor the daily performance of the counselors, establishing personal goals during monthly check-in meetings.
• Establish and uphold adoption goals: daily, weekly, monthly, and yearly.
• Provide continual training opportunities to help staff advance and grow their skills.
• Oversee reconcile of money at the shelter.
• Participate in staff hiring, evaluations, and disciplinary action in cooperation with Senior Management.
• Supervise adoption email account and monitor multi-line phone system, ensuring that client inquiries are followed up within a timely and satisfactory manner.
• Fill in for adoption staff as needed; the adoption supervisor should be proficient in all tasks expected of an adoption counselor.
• On-call availability as assigned.
• Become knowledgeable in the role of all client-interfacing staff to step in and provide supervisory coverage as needed.
• Document client complaints and create incident reports as needed.
• Provide follow-up post adoption to answer any questions or to address and work through common challenges.
• Model and promote a staff culture that is friendly, outgoing, and free of judgement.
• Ensure implementation and adherence to best practices and organizational policy.
• Absorb coverage at off-site weekly mobile events as needed.
• Ensure that all paperwork is filed and organized according to policy.
• Manage and adhere to operational budgets.
• Maintain inventory, order, and monitor supplies.

Preferred Qualifications

• Bachelor’s Degree strongly preferred.
• Bi-lingual (Spanish) a plus but not required.
• Prior handling experience for animals preferred.