Location
Honolulu, HI | United States
Job description
JOB/POSITION TITLE : Field Operations Manager
STATUS : Exempt
SALARY : $67,000 - $80,000/year
PRIMARY PURPOSE : Responsible for developing, directing, and leading a professional, humane and efficient Field Services and Dispatch team and Emergency Response protocols. To serve as a resource for other agencies regarding animal welfare issues and laws. Provide oversight to ensure optimal operations and appearance of fleet of vehicles, and Field Services equipment. Ensures the Socially Conscious Sheltering model is consistently implemented across the division in coordination with peers.
Reports To : Senior Manager of Field Operations and Response
Supervises : Field Services/Dispatch teams 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 volunteer support related to department assigned volunteers. Exhibits 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. Leads and supervises staff in the provision of professional field services, to include community relations, escalated customer services inquiries, emergencies, animal pick-ups, cruelty investigations, court case development, etc. Evaluates, creates, and coordinates training and development needs team members to support their growth and to assure the highest professional standard of performance. Supervises case management and investigation activities.
- Departmental Support. Works alongside the Field Services Team and Dispatch Team providing day to day oversight and leadership. Works effectively with other Hawaiian Humane team members to provide an efficient and quality service to the community. Cares for all animals humanely, safely and with compassion according to established Hawaiian Humane procedures and animal welfare best practices. Promotes the humane care of all animals through education to the community and leading by example. Presents themselves with a pleasant, courteous, and professional attitude at all times.
- FTO (Field Training Officer) Program Development and Leadership. Develops and manages 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 updating or developing 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 career growth but also that of their team's. 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. Enforces state and county laws pertaining to animals including complaints about nuisance animals, aggressive animals, cruelty, leash laws, licensing, etc. Responds to requests for services pertaining to animals and initiates investigations as needed to assure that animal welfare standards and laws are met. Acts as an advocate for animal welfare and ensures that decisions are made in the best interest of all animals.
- Disaster Response. Assumes the co-leadership role with the Senior Manager to coordinate animal disaster response activities by our Field Team. Lead contact for animal response support during a disaster or community emergency. Provides support at the city and county level through volunteer response efforts at cohousing shelters. Represents Hawaiian Humane with ESF-6 and other agencies as necessary.
- Budgeting & Reporting. 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 the value, control expenses and minimize waste. Manages payroll and the budget to ensure fiscal compliance.
- Spokesperson & Liaison Support. Speaks to groups of people including public, staff, media, and other law enforcement agencies concerning work and cases according to organization procedures. Represents the Field Service department in meetings. Develops and maintains on-going relationship with the Honolulu Police Department, Prosecuting Attorney's Office and other agencies to assure compliance with enforcement procedures. Assists and informs other animal shelters regarding field services and animal welfare issues as necessary.
- Organizational Support. Participate in and lead meetings, sharing and implementing program 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 verifying 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 . Performs other duties as 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 animal and behavior equipment including tools for containing animals humanely, safely, and securely.
- Hours : Based on operational requirements. Must be available full-time, which may include some weekends and holidays.
MENTAL, PHYSICAL AND COMMUNICATION DEMANDS :
- Ability to utilize 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 up to 50 pounds with or without reasonable accommodations.
- 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.
- Requires eye-hand coordination in handling, containing, transporting, and restraining a live animal.
- Requires speaking and writing effectively and clearly in a professional manner individually and in groups.
- Requires interpreting and integrating written materials from field reports, witness statements, investigations for case reports according to organization procedures.
- Requires ability 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.
- 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.
- 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 accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.
Job tags
Salary
$67k - $80k
