Field Operations Manager

JOB/POSITION TITLE: Field Operations Manager

STATUS: Exempt

PRIMARY PURPOSE: To develop, direct, and lead a professional, humane and efficient Field Operations and Response team, including managing personnel and implementing Emergency Response protocols. To serve as a resource for other agencies regarding animal welfare issues and laws. To provide oversight to ensure optimal operations and appearance of fleet vehicles and Field Services equipment. To ensure the PACT (People and Animals in Community Together) model is consistently implemented across the department in coordination with peers.

Reports to: Director of Field Operations and Response

Supervises: Field Service Officers, Dispatchers and volunteers

ESSENTIAL DUTIES/FUNCTIONS:

• People Care. Lead by example, ensuring internal and external patrons (employees, volunteers, Hawaiian Humane partners and community members) and their needs are a primary focus. Communication and contact must be clear, understandable, cooperative, professional and respectful in all circumstances and will occur through face-to-face, telephone, and electronic mail. Employees are expected to actively support a positive team environment, directly address conflict with the goal of problem solving, and appropriately express concerns. This position interacts with and collaborates with employees and volunteers at all levels of the organization.
• Customer Care. Deliver high-level customer service to Hawaiian Humane community members via Field Services and Dispatch including requests for support, partner relationships, agency relations and support of department assigned volunteers. Exhibit excellent follow-up and time management skills to both internal and external stakeholders. Manage emotionally difficult situations with strong communication skills and empathy.
• Field Service Department Staff Management and Development. Lead and supervise staff in the provision of professional Field Services, including but not limited to community relations, escalated customer services inquiries, emergencies, animal pick-ups, cruelty investigations and court case development. Evaluate, create, and coordinate training and development needs to support team member growth and to assure the highest professional standard of performance. Supervise case management and investigation activities.
• Departmental Support. Work alongside the Field Services and Dispatch teams providing day-to-day oversight and leadership. Work effectively with other Hawaiian Humane team members to provide an efficient and quality service to the community. Care for all animals humanely, safely and with compassion according to established Hawaiian Humane procedures and animal welfare best practices. Promote the humane care of all animals through education to the community and leading by example. Present a pleasant, courteous, and professional attitude always.
• FTO (Field Training Officer) Program Development and Leadership. Develop and manage the FTO program for all officers as well as provide support to Field Services and Dispatch team members. The manager will provide feedback and insight into process and protocol improvement and is responsible for developing and updating SOPs. The manager will evaluate the department's impact internally and externally, working with the broader Hawaiian Humane team to ensure best outcomes for animals through training and support.
• Training and Individual Growth. The manager will keep abreast of current humane ordinances, enforcement, animal welfare, and leadership best practices to aid in their own career growth and also that of their team members. This may include, but is not limited to, animal laws, statement writing, verbal communication skills, de-escalation techniques, safety, and security.
• Animal Advocacy, Investigations and Law Enforcement. Enforce state and county laws pertaining to animals including but not limited to complaints about nuisance animals, aggressive animals, cruelty, leash laws, and licensing. Respond to requests for services pertaining to animals and initiate investigations as needed to assure that animal welfare standards and laws are met. Act as an advocate for animal welfare and ensure that decisions are made in the best interest of all animals.
• Disaster Response. Assume the co-leadership role with the Director of Field Operations and Response in coordinating animal disaster response activities fo the organization and the community. Serve as lead contact for animal response support during a disaster or community emergency. Provide support at the city and county level through volunteer response efforts at cohousing shelters. Represent Hawaiian Humane with ESF-6 and other agencies as necessary.
• BudgetingReporting. Track and report Field Services and Dispatch activities. Produce and maintain accurate statistics and reports according to deadlines. Report statistical trends as needed. Inform and monitor the departmental budget. Manage utilization of department resources to maximize value, control expenses and minimize waste. Manage payroll and the budget to ensure fiscal compliance.
• SpokespersonLiaison Support. Speak to groups including public, staff, media, and other law enforcement agencies concerning work and cases according to organization procedures. Represent the Field Service department in meetings. Develop and maintain ongoing relationships with the Honolulu Police Department, Prosecuting Attorney's Office and other agencies to assure compliance with enforcement procedures. Assist and inform other animal shelters regarding animal law enforcement and animal welfare issues as needed.
• Organizational Support. Participate in and lead meetings, sharing and implementing programs and organizational improvements. Collaborate with colleagues to balance competing priorities, create organizational alignment, support strategic planning, execute upon organizational initiatives, and ensure alignment with core values, vision and mission. Participate in inter-departmental meetings and discussions to support and develop initiatives. Perform manager on duty or verify manager duties as needed. Manage daily operations by providing leadership and development to relevant staff. Partake in euthanasia decision making and perform euthanasia and related tasks.

OTHER DUTIES/FUNCTIONS:

• Vehicle Maintenance. Responsible for vehicle care and equipment cleaning, disinfecting, and restocking according to Hawaiian Humane established procedures.
• Other Duties as Assigned. Perform other duties assigned to ensure a positive public image and to enhance the operation of the organization and improve the quality of life for animals. May include organization-wide support as needed such as but not limited to participation in events, serving as spokesperson, fundraising and covering other operational departments.

JOB CONDITIONS:

• Work Environment: Indoors and outdoors as needed. Safely handles all species of animals. May be subject to animal bites and scratches. Potentially prolonged periods of walking or standing. Potentially prolonged periods of sitting and repetitive motion. May work in an area with high noise level. Exposure to cleaning chemicals, fumes, dust, animal dander, and feces.
• Equipment Use: Computer, database and telephone systems. Use of all sheltering-related animals and behavior equipment including tools for containing animals humanely, safely, and securely.
• Hours: Based on operational requirements. Must be available full-time, including weekends and holidays.

MENTAL, PHYSICAL AND COMMUNICATION DEMANDS:

• Able to use effective problem-solving/decision-making skills.
• Able to demonstrate exceptional discretion, judgment, impartiality, and confidentiality when dealing with personnel issues, financial issues, and proprietary information.
• Able to demonstrate a high degree of independence, initiative, and organization.
• Able to maintain a professional appearance and exercise sound judgment during all interactions with the public, staff, and volunteers.
• Able to set goals, prioritize, delegate work, and provide feedback to others to complete multiple tasks efficiently.
• Proficient in Microsoft Office programs (Word, Excel, PowerPoint).
• Must be able to perform physically rigorous work, stand for entire shift, and able to lift to 50 pounds with or without reasonable accommodation.
• Must have no limitations to prevent handling or working with animals.
• Rescue attempts and animal handling may require climbing, running, crawling, or balancing in difficult, hazardous conditions.
• Must have the necessary eye-hand coordination to handle, contain, transport, and restrain a live animal.
• Must speak and write effectively and clearly in a professional manner individually and in groups.
• Able to interpret and integrate written materials from field reports, witness statements, investigations for case reports according to organization procedures.
• Able to assess needs of services and assign and supervise staff to meet the needs according to Hawaiian Humane procedures.

QUALIFICATION REQUIREMENTS:

• Skills/Knowledge: Valid driver's license with good driving record. Strong interpersonal skills, communication, problem-solving, and budget management. Experience in people leadership and animal handling or behavior. Familiarity with sheltering software, PetPoint preferred.
• Honolulu Police Department requirements: Must be able to meet the criteria for Honolulu Police Department deputization (e.g. not convicted of felony; not convicted of a misdemeanor involving moral turpitude or of any criminal assault; U.S. citizen; at least 21 years of age; subject to background investigation by Chief of Police).
• Education/Training: High school diploma or equivalent required. College or University degree or equivalent preferred. Law enforcement training and training in humane euthanasia to be provided by Hawaiian Humane upon employment.
• Experience: Minimum six years working with the community. Minimum three years working as a people manager/supervisor required. Previous enforcement or animal handling experience investigation background will benefit this position.

The above information on this job description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position.