Adoption Supervisor

About the Role

ACC is one of the nation’s largest open-admission animal shelters, whose mission is to end animal homelessness in NYC. We touch the lives of nearly 20,000 animals each year. The Adoption Program at ACC aims to connect people and pets for adoption through an open adoption approach, focusing on matching pets with people and providing post-adoption resources. The Adoption Supervisor will oversee a team of adoption counselors at the Bronx Care Centers, ensuring daily operations run smoothly, staff are supported, and the principles of open adoptions are upheld.

Schedule

The working schedule for this position will be:

• Tuesday–Saturday or Sunday–Thursday
• Weekdays: 11am–7:30pm or 11:30am–8pm
• Weekends: 9:30am–6pm or 10am–6:30pm

Responsibilities

• Provide training, direction, supervision, and oversight to a team of adoption counselors in the Bronx Care Centers.
• Manage client concerns and complaints through conflict resolution, ensuring amiable solutions for all parties.
• Oversee administrative tasks including timecard approval, schedule building, inventory, data spreadsheets, and animal records management.
• Implement and monitor daily performance of counselors, establishing personal goals during monthly check-ins.
• Establish and uphold adoption goals: daily, weekly, monthly, and yearly.
• Provide continual training opportunities to help staff advance and grow their skills.
• Oversee reconciliation of money at the shelter.
• Participate in staff hiring, evaluations, and disciplinary action in cooperation with Senior Management.
• Supervise adoption email account and multi-line phone system, ensuring timely follow-up on client inquiries.
• Fill in for adoption staff as needed; proficiency in all tasks expected of an adoption counselor is required.
• Be on-call as assigned.
• Step in to provide supervisory coverage for client-interfacing staff as needed.
• Document client complaints and create incident reports.
• Provide post-adoption follow-up to address questions or challenges.
• Model and promote a friendly, outgoing, and non-judgmental staff culture.
• Ensure adherence to best practices and organizational policy.
• Assist with large-scale in-shelter adoption events and promotions.
• Cover off-site weekly mobile events as needed.
• Ensure all paperwork is filed and organized according to policy.
• Manage and adhere to operational budgets.
• Maintain inventory, order, and monitor supplies.
• Obtain Fear Free certification within 30 days of hire.
• Complete other duties assigned by the Adoption Manager.

Requirements

• High School Diploma or GED required.
• Minimum of 1–3 years’ experience in a customer service-oriented staff management position.
• Comfortable handling animals of varying species, sizes, and temperaments, and training staff to do the same.
• Ability to work in a fast-paced, high-stress, ever-changing environment.
• Customer-driven with a focus on providing a positive experience for all clients.
• High attention to detail, strong work ethic, and ability to thrive in a busy environment.
• Treat animals and people with respect and employ humane handling techniques.
• Work well independently and as part of a team.
• Flexibility to adapt to new technology and implement changes.
• Must be able to lift a minimum of 50 lbs.

Preferred Qualifications

• Bachelor’s Degree strongly preferred.
• Bilingual (Spanish) a plus but not required.
• Prior animal handling experience preferred.

Work Environment

ACC operates as a team-oriented environment where employees may assist with tasks outside in various weather conditions. The shelter can be noisy and houses hundreds of animals, which may result in fur, odors, and airborne particles. Employees should remain calm and professional in stressful situations involving animals or the public. This position may involve compassionate end-of-life services for pets. The role will initially be based in the Manhattan and/or Queens Care Centers and transition to the Bronx Care Center upon completion of construction.

Benefits

• Generous paid-time-off (PTO) package including vacation time, birthdays off, personal days, and sick pay.
• Open-access Cigna medical, dental, and vision insurance at a low premium.
• 401K and Pension plans.
• Life Insurance.
• On-the-job training for 2–4 weeks and periodic all-staff trainings (safety, DEI, cross-training, and growth opportunities).
• Eligibility for Public Service Loan Forgiveness (PSLF) program for nonprofit employees.