Animal Care & Control Front Desk Manager

The Idaho Humane Society is a community-supported open-door facility that provides shelter, medical care,
adoption services, humane law enforcement services and much more to over 20,000 animals annually. Since
its incorporation in 1945, the Idaho Humane Society has become one of the most recognized and beloved
nonprofit organizations in the community.

Department: Animal Control

Classification: Regular, full-time, non-exempt

Job Relationships: Supervised by Assistant Director of Animal Care & Control

Supervises:
Animal Care & Control Clerks

Salary: $18-21/hour DOE

Benefits: Paid time off accrual, eight paid holidays, retirement plan, health

insurance, dental insurance and supplemental insurance. All
employees receive discounts on veterinary care and retail store
pet supplies, as well as veterinary care credit and discounted pet
adoptions.

Position Summary:

The Animal Care & Control Front Desk Manager is responsible for the daily operations of the front desk
at our Dorman Street facility. Ensuring operations at the highest standard possible, this position will
include staff management and working the front desk to assist the public. The Customer Service Manager
will promote positive client service with internal and external clients. Duties include working with clients
regarding surrendering pets, reclaiming pets, selling dog licenses, and handling paperwork and protocols
for stray pets. This position works closely with the Animal Control department as well as the Shelter
Manager.



Duties and Responsibilities

Responsible for performance management of staff. Includes: performance appraisals, disciplinary
action, recognition, orientation, training, guidance and overall performance.

Maintains scheduling for assigned staff to ensure adequate coverage.
Completes time sheet review and submission to payroll for all assigned staff.

Responsible for new hire process of front desk, including interviewing, extending offers, and
scheduling for new hire paperwork completion.

Actively supports employees and volunteers; promotes the development of skills related to the
advancement of goals and the IHS mission.

Assists with front desk duties which includes answering phones and e-mails, processing animal
intakes/redemptions, completing bite reports, conducting animal searches via lost reports, etc.

May assist with animal control and provide backup to dispatch as needed.
Maintains inventory of dog licenses for both shelter locations and orders from jurisdictions when

necessary.
Assures employees meet the IHS client service expectations and appropriately address client

conflicts and concerns. Rectifies problems that may arise.
Represents IHS in a professional and courteous manner at all times. Provides quality service to

clients, volunteers, and employees recognizing their individual contribution to the success of the
organization.

Analyzes problems, initiates work improvements, initiates and promotes development and
implementation of departmental services. Works with the staff in developing and implementing
procedures.

Performs all other special projects or duties as assigned.



Qualifications

Required:
o Prior experience managing multiple employees.
o Prior experience de-escalating customer complaints.
o Excellent interpersonal, organizational and motivational skills as well as the ability to

work well in a fast-paced environment and handle multiple tasks at once
o Excellent oral and written communication skills and a genuine desire to model and

facilitate productive communication in the workplace
o Sincere interest in IHS mission and vision

Desired:
o Animal shelter experience

Education/Training
o High School Diploma

Working Conditions
Work is performed in an animal shelter. Potential for exposure to environmental factors such as
temperature variations, high noise levels, zoonotic diseases, animal waste, hazardous chemicals or
chemical materials requiring OSHA Material Safety Data Sheets, anesthetics, sharp objects and potential
hostile persons and/or dangerous and fractious animals.

Mental, Physical and Communications Demands
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.

Ability to stay standing or active during entire shift.
Ability to lift and carry objects and animals of moderate weight.

Ability to lift, bend, stop, kneel, crouch, push and other strenuous activities.
Requires patience and tact when working with difficult, emotional or angry people.
Requires treating people and animals in a pleasant, courteous and professional manner.
Requires ability to work in a team environment and to provide team leadership.

This position description in no way states or implies that these are the only duties to be 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” relationship.

Idaho Humane Society is an Equal Opportunity Employer