Intake and Support Services Manager

ADP, Inc.; Carrollton (TX); On-site; USD 60,000 - 81,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

403(b) plan

PTO

Paid holidays

Job summary

Operation Kindness Humane Society in Carrollton, TX is seeking an Intake and Support Services Manager to lead intake operations and pet support services. The role supervises the Intake Lead and Coordinators, coordinates with shelter partners, and ensures efficient processing, documentation, and data accuracy to support animal welfare outcomes.

The position requires strong leadership, collaboration with internal teams, and a commitment to compassionate customer service within a nonprofit shelter

Qualifications

• Minimum of 3 years directly managing people or programs.
• Experience working with pets, preferably in shelter or veterinary setting.
• Must have a valid Texas driver’s license.
• Strong knowledge of Microsoft Office products.
• Proven written and verbal communication and presentation/training skills.
• Proven ability to handle difficult situations and mediate conflict.

Responsibilities

• Oversee Intake Management, supervising leads, coordinators, and volunteers.
• Ensure intake procedures, data entry, and capacity planning are followed.
• Coordinate shelter partnerships and animal transfers with partner shelters.
• Lead pet support services case management and community resource referrals.
• Maintain status reports, SOPs, and budget for the department.
• Represent the organization professionally to partners and the public.
• Ensure timely communication and high-quality customer service.

Skills

People management

Pet care knowledge

Driver's license

Microsoft Office

Written & verbal communication

Problem solving

Tools

Microsoft Office Suite

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Intake and Support Services Manager

Full Time Carrollton, TX, US

3 days ago Requisition ID: 1111

Salary: $70,000.00 Annually

Operation Kindness Humane Society is 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 Manager is 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.

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

• Participate in local animal welfare committees and/or training as required or requested.
• Manage and oversee a yearly budget for items directly related to their department.
• Reports any unsafe working conditions to Senior Manager or above immediately.
• Follows SOPs and other safety regulations at all times .
• Complete all necessary and requested training in a timely manner in accordance with shelter policy.
• Attend staff meetings.
• Performs other duties as requested or assigned.

POSITION REQUIREMENTS :

Education Requirements

Experience Requirements

• Minimum of 3 years directly managing people or programs required
• Experience working with pets, preferably in shelter or veterinary setting
• Must have a valid Texas driver’s license
• Strong knowledge of Microsoft Office products
• Proven ability in written and verbal communications and presentation/training skills
• Proven ability to handle difficult situations and mediate conflict.
• Proven ability to research project or program, create and execute a plan of action.
• Proven ability to work with cross-functional teams within the organization.
• Ability to work in collaboration with other organizations to form productive relationships.
• Proven record of success in critical thinking and problem-solving skills, the ability to multi-task and prioritize in a high stress environment, and strong decision-making skills.
• Positive attitude, open to new solution-based ideas.

Personal Requirements

• Feels and expresses a genuine liking for animals and for working in an animal care environment.
• Supports Operation Kindness’s mission and understands how it is organized and functions as a non-profit organization.
• Is able to work equally well with paid staff members, clients and volunteers.
• Is able to relate well to people with varied backgrounds and beliefs. .

Physical Effort : Position requires lifting and carrying animals and shelter materials weighing up to 40 lbs.; when animals or materials weigh over 40 lbs., another staff member will assist in the lifting and carrying. Position also requires sitting or standing for extended periods of time and speaking over the telephone.

Working conditions : May be exposed to unpleasant odors, noise, and animal feces. May be exposed to bites, scratches, and animal diseases. May be exposed to heat, cold, sun, rain, and other outside elements.

A background check and drug screen is part of the hiring process at Operation Kindness.

Operation Kindness is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics or status.