Santa Rosa Shelter Manager

Santa Rosa Shelter Manager

Humane Society of Sonoma County

MISSION STATEMENT

Committed to kindness in service to the community since 1931, the Humane Society of Sonoma County is a donor-supported safe haven for animals. Our mission is to save lives and benefit the wellbeing of pets and their people with kindness, innovation, and leadership.

SUMMARY:

The Humane Society of Sonoma County is seeking a customer service-oriented leader for our Santa Rosa Shelter Manager position. This role provides direct oversight of the Animal Care, Adoptions, and Admissions departments, ensuring exceptional care for animals and outstanding service for both internal and external customers. Working collaboratively with department leads, supervisors, and the Shelter Medicine Manager, the Shelter Manager is responsible for the daily operation of shelter programs, including animal intake, housing, adoption placement, and customer engagement. This position promotes high standards of animal welfare, operational excellence, staff development, and a positive experience for community members seeking services from the organization.

This role works closely with the Shelter Behavior, Foster, Shelter Medicine, and Volunteer Programs.

Admissions is responsible for the flow of animals into the shelter; fosters and maintains relationship with partner organizations, responds to pleas from other shelters and coordinates regular transfers, responds to and coordinates surrenders, and facilitates entry of stray animals into shelter. Occasionally communicates with approved partners for alternative placement options including trades, out of area transfers, or rescue placement.

Animal Services and Customer Services Staff are responsible for cleaning and disinfecting all shelter animal housing, and creating a safe, clean, and welcoming environment for all animals, staff, and members of the public. They are responsible for providing daily care including meals, water, bedding, toys and enrichment items, and potty breaks.

Customer Care Associates facilitate appropriate adoptions by understanding the needs of animals in the adoption program and matching them with prospective adopters; this includes preparing animals for adoption, interacting with customers, screening potential adopters, facilitating adoption meets, explaining organization philosophies, policies and procedures, providing general behavioral, medical and care information, and preparing necessary paperwork. In addition to adoptions, a portion of their time is spent handling other front desk duties such as intake of stray animals, animal surrenders, transfers, assistance with lost pets, processing occasional cremation requests, and gratefully accepting donations. The Adoption Program works closely with the Behavior & Training Program, Shelter Medicine, Foster Program, and volunteers.

The Santa Rosa Shelter Manger communicates with other programs within Shelter Ops to keep up to date on capacity for care and collaborates with the Admissions team to keep an appropriate flow of animals based on available space and resources. Assists the intake team with performing intake exams on animals as they enter the shelter if needed; communicates medical and behavioral information to relevant staff members. Creates and updates records.

Key Responsibilities:

ANIMAL WELFARE & SHELTER OPERATIONS:

• Practices and guides all staff in humane treatment and safe handling of animals.
• Ensures the highest level of care for all animals, including safe and humane restraint, daily care, exercise, and kennel operations as needed.
• Oversees daily routines and care of all animals housed at the Santa Rosa location to ensure care meets HSSC standards.
• Monitors available space, current population and capacity for care, coordinating with the shelter behavior team, shelter medicine, animal care, and adoptions to ensure an appropriate population of adoptable animals.
• Works to ensure the shortest length of stay for in-house animals by monitoring pathways and moving the animals to the next steps as efficiently as possible.
• Oversight and management of animal inventory at the Santa Rosa campus including transfers to other campuses or approved adoption partners.
• Works with Admissions Coordinator to create and foster relationships with partners organizations.
• Ensures a clean, safe, and welcoming environment for the public, staff, volunteers, and animals.
• Maintains and updates policies, procedures, and SOPs to ensure compliance with industry standards and ASV Guidelines.
• Performs minor medical tasks as needed, including physical examinations, vaccinations, microchip implantation, deworming, and blood collection at intake.
• Provides input on animal pathway decisions and may participate in humane euthanasia review and recommendation processes.

STAFF LEADERSHIP & DEVELOPMENT:

• Directly supervises Admissions, Animal Care and Customer Care staff, including supervisors and leads; responsible for hiring recommendations, onboarding, training, performance management, and disciplinary actions.
• Oversees animal and customer care volunteers, including onboarding, training, coaching, and scheduling.
• Oversees the schedules of Animal Services Supervisors and admissions staff; supports supervisors in creating appropriate schedules for Adoptions and Animal Care staff to ensure appropriate coverage for shelter operations.
• Collaborates with the Shelter Behavior Manager and other teams to provide training, continuing education, and skill development opportunities.
• Supports staff in setting and achieving professional development and career goals.
• Conducts and facilitates regular team meetings and serves as a liaison with other department leaders.
• Participates in operations and leadership meetings, contributing to agenda development and facilitation.

PROGRAM ADMINISTRATION & RESOURCE MANAGEMENT:

• Collects, tracks, and analyzes program data to measure impact, identify growth opportunities, and improve outcomes.
• Maintains accurate and current records in the ShelterBuddy database.
• Participates in development of the Animal Services and Admissions annual budget.
• Monitors and manages expenses within approved budget guidelines.
• Oversees purchasing, inventory management, and allocation of animal services supplies and resources.

CUSTOMER SERVICE & COMMUNITY ENGAGEMENT:

• Ensures staff provide accurate information and maintain professional interactions with the public.
• Assists in resolving escalated customer concerns related to admissions, adoptions, and animal care programs.
• Communicates professionally and effectively with staff, management, volunteers, and the public, including during sensitive or emotionally charged situations.
• Represents HSSC at community events, industry conferences, and public engagements.
• Participates in fundraising and outreach events, including Wags, Whiskers and Wine and other organizational initiatives.
• Encourages and identifies compelling adoption and animal care stories for marketing and development efforts to support fundraising and community awareness.

STRATEGIC AND ORGANIZATIONAL SUPPORT:

• This position is a member of the leadership and will be expected to attend and participate in leadership and operations meetings.
• Contributes shelter metrics for grants, fundraising and data collection purposes.
• Expected to contribute and participate in public events on occasion (i.e. gala fundraiser, offsite and onsite adoption events)
• This position will be asked to provide anecdotal stories, photos, and data of cases and animals to the development team for marketing purposes.

Supervision: Reports to the Director of Shelter Operations.

Supervises: Directly oversees and supervises Santa Rosa Admissions and Animal Services (Animal & Customer Care) staff and volunteers.

MINIMUM QUALIFICATIONS:

• Equivalent of three (3) years of full-time progressive responsibilities or any equivalent combination of education and experience working with animals in shelter, kennel, or veterinary setting.
• Minimum of one year experience working in an animal shelter required; preferably a shelter with municipal contracts.
• Minimum one year experience as a manager or supervisor required.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Advanced training and/or instruction in field of animal care preferred.
• Must possess excellent skills in conflict resolution, coaching, and counseling.
• Problem solving and organization skills needed.
• Strong dog and cat behavior knowledge and ability to handle animals with unknown temperaments or behavior challenges.
• Ability to make high-level decisions quickly in accordance with HSSC policy.
• Must be able to communicate effectively both verbally and in writing, experience with Microsoft Office, Excel required, and experience Shelter Buddy software preferred.
• Bilingual skills a plus.
• Comfort navigating change and working in fast-paced environments.
• Excellent communication skills; clear, kind, and culturally aware.

Additional Agency-Wide Leadership Responsibilities:

• Participate in cross-functional initiatives to improve operational efficiency and service delivery.
• Represent the organization in external forums, conferences, and stakeholder meetings to promote its mission
• Support fundraising and development efforts by providing expert insight into animal services and program impact.
• Advocate for animal welfare and shelter medicine at the regional and national levels, serving as a spokesperson when appropriate.

PHYSICAL REQUIREMENTS:
This position requires extended periods of standing, walking, bending, and lifting up to 50 lbs. Must be able to handle animals of varying sizes and temperaments, and work in a variety of settings including clinical and shelter environments. Allergic conditions, which would be aggravated when handling or working with animals, may result in disqualification. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

WORK ENVIRONMENT:
Will work within a standard office environment, as well as indoor/outdoor kennel areas with exposure to environmental conditions that include working near and caring for animals. The employee is generally working in a shelter environment and will be exposed to moderately loud noise levels (such as barking dogs, ringing phones), cleaning agents, bites, scratches, and animal waste. There is potential for exposure to parasites and infectious diseases that can be carried and transmitted by animals. Will work frequently with the public and staff from other agencies, including law enforcement.

EEO STATEMENT:
HSSC is an Equal Opportunity Employer. We are committed to building a diverse, inclusive, and equitable team. We encourage applications from individuals of all backgrounds and identities, especially those historically underrepresented in animal welfare and veterinary medicine.