Intake and Support Services Manager

Operation Kindness Humane Societyis seeking anIntake and Support Services Manager to join our team! We are a pioneer in Texas for assisting animals in need of veterinary care, companionship and most of all, a home.

We offer a competitive salary with an excellent benefit package including medical, dental, and vision insurance, 403b plan, generous PTO, paid holidays and more!

Details about the Role:

REPORTING RELATIONSHIP:Reports to the Senior Manager of Community Operations

POSITION OVERVIEW: The Intake and Support Services Manageris responsible for developing, implementing, and enforcing the policies and procedures through which animals are accepted into Operation Kindness Humane Society. This position ensures the animals brought into the shelter strategically align with the capacity, resources, and needs of multiple departments, while supporting positive outcomes for animals and the broader animal welfare community.

The Intake & Support Services Manager is responsible for supervising the Intake Lead and Coordinators, managing relationships with shelter and rescue partners, supporting collaborative shelter programs, and ensuring effective communication and coordination between Operation Kindness Humane Society and its community partners.

In addition to overseeing Operation Kindness Humane Society’s intake operations, this position serves as a key liaison for pet support services and community partner shelters by identifying, coordinating, and delivering resources and assistance based on client or partner needs.

POSITION RESPONSIBILITIES:

Intake Management

• Manages the Intake Lead, Coordinators, and Intake Volunteers, training, coaching, scheduling, and delegating responsibilities as appropriate.
• Provides oversight of Daily Intake Protocol and Procedures.
• Manages and schedules daily intake and the criteria for Intake, utilizing the Intake calendar, capacity data, and other reporting tools and guides.
• Ensures animals entering the shelter meet Intake criteria, adoptability guidelines, and organizational goals while coordinating closely with Medical, Behavior, Kitten Nursery, Foster, Offsite Adoption, and other applicable teams.
• Ensures all intake animals are input into the data system upon arrival in accordance with standard operating procedures, including accurate data entry, animal identification, and ensuring each pet has a clear photo.
• Responsible for managing shelter inventory and capacity utilizing inventory and capacity dashboards and other reporting tools while working to maintain consistent inventory goals.
• Works collaboratively with internal departments to anticipate capacity challenges and adjust intake plans accordingly.
• Manages and builds relationships with area and regional shelters and rescue groups.
• Manages and coordinates animal transfers from other shelters and rescuers which may include personally going to area shelters and selecting animals for intake.
• Manages animal intake from all sources including, but not limited to Shelter and Rescue Transfers, Owner Surrenders, and Adoption Returns, and other approved sources.
• Oversees all phone calls and emails, respond to emergencies immediately, and ensures all phone calls and emails are answered within forty-eight hours.
• Develops and manages all Standard Operating Procedures for the Intake Department.
• Participate in local animal welfare committees and/or training as required or requested.

Pet Support Services

• Provides leadership and oversight of pet support services and owner surrender case management processes, ensuring cases are appropriately assigned, documented, followed up on, and resolved in a timely manner.
• Ensures the team provides compassionate, consistent, and professional customer service while connecting pet owners with Operation Kindness Humane Society programs and appropriate community resources.
• Establishes and monitors standards for case documentation, communication, follow-up, and information sharing to support effective case resolution.
• Oversees intake diversion efforts and analyzes surrender reasons, resource needs, case outcomes, and other trends to identify opportunities to strengthen community support and reduce unnecessary shelter admissions.
• Works with the Senior Manager of Community Operations to develop and maintain community resource partnerships and ensures the Intake Team has current information regarding available services and support for pet owners.
• Represents Operation Kindness Humane Society professionally and fosters a culture of compassion, accountability, collaboration, and exceptional customer service.

Partnerships

• Serves as a primary point of contact for designated community partner shelters, fostering positive, professional, and collaborative relationships by ensuring effective communication, follow-up, and coordination of services.
• Works collaboratively with the Senior Manager of Community Operations and partner shelters to identify operational challenges, resource needs, capacity concerns, and opportunities for support.
• In collaboration with other Operation Kindness Humane Society teams, coordinates and schedules medical services, transportation, and other assistance for partner shelters.
• Maintains accurate records and documentation related to partner support, including services provided, animals assisted, and other relevant program metrics.
• Supports collaborative initiatives designed to increase live outcomes, decrease length of stay, improve shelter operations, increase access to medical care, and other identified community needs.

General Responsibilities

• Facilitate effective inter- and intra-department communication.
• Develop and coach staff members in functional and behavioral skills.
• Participate in local animal welfare committees and/or training as required or requested.
• Perform data entry