Supervisor, Sheltering Programs

Job Duties

Sheltering Programs Staff and Volunteer Supervision

• Optimize Daily Operations:Lead and manage daily operations, including shelter care and rehoming activities to ensure efficient flow, minimize wait times, and streamline processes. Provide clear direction to staff and volunteers to ensure smooth, efficient program delivery and quality animal care and client service. Foster strong working relationships to ensure effective communication and collaboration to support service delivery.

• Set and Enforce High Standards:Model and Reinforce Best Practices: Act as a hands-on resource for both animal and client care. Demonstrate and promote efficient, team-based operations, ensuring clear communication, rapid problem-solving, and timely issue resolution.
• Set and Enforce High Standards/Drive Staff Performance:Establish and uphold operational standards for both shelter care and rehoming programs. Provide guidance and coaching to staff, ensuring they meet and exceed departmental goals. Provide targeted feedback that helps them achieve departmental targets and maintain high levels of client satisfaction.
• Resolve Complex Issues Swiftly:Collaborate with the Senior Manager, Shelter Operations and Manager, Shelter Care and Training, to identify, address, and resolve complex operational challenges that impact shelter efficiency.
• Proactively Address Client Concerns:Manage escalated client concerns with professionalism, ensuring timely and appropriate resolutions that align with organizational values and contribute to operational efficiency.
• Support Workforce Development:Deliver comprehensive training for new hires and ongoing development for permanent staff to enhance their capabilities and contribute to overall efficiency of both the shelter care and rehoming programs.
• Ensure Compliance and Safety:Monitor adherence to safety protocols and reporting procedures. Lead by example in prioritizing patient safety, risk management, and quality care.

Sheltering Programs Student Supervision

• Orient Students Thoroughly:Provide a comprehensive orientation for students, detailing their roles, responsibilities, and evaluation criteria from day one.
• Facilitate Hands-On Learning:Assign students tasks they are qualified and legally permitted to perform, gradually increasing their responsibilities as they develop competence. Provide structured opportunities for students to engage in direct patient care, fostering the development of their skills.
• Evaluate Student Performance:Conduct regular, detailed assessments of students' knowledge, practical skills, interpersonal skills, and professionalism, providing timely feedback.
• Mentor Future Professionals:Model professionalism and best practices in all interactions. Guide students to become competent, conscientious, and compassionate veterinary professionals.
• Foster Team Integration:Create opportunities for students to work as part of the shelter care and/or rehoming team, encouraging collaboration and communication with staff.
• Provide Continuous Feedback:Offer regular, constructive feedback throughout the rotation, supplemented by a comprehensive assessment at the end of the course or rotation.

Other Duties

• Foster, promote, support and drive inclusion and influence others to promote, embrace and progress Diversity, Equity & Inclusion at THS.
• Ensure commitment to quality, patient safety, and risk management initiatives in all staff members.
• Ensure that any building and maintenance related issues are reported to the Facilities department.
• Be aware of and work within the regulations of all Toronto Humane Society policies and protocols.
• Ensure that employees comply with Society policies, procedures, and ethical standards.
• Work in compliance with the provisions of the OHSA and its regulations, including understanding and adhering to the requirements of the Health and Safety Manual, and any other rules and regulations established by the Toronto Humane Society.
• Other Duties as required in the day-to-day operation of the Society.

Job Requirements

• Minimum high school diploma
• Minimum 5 years' experience in the field and/or supervisory experience with demonstrated knowledge with current best practices.

• Registered Veterinary Technician (RVT) or Certified Trainer in good standing considered an asset.

• Shelter experience an asset.
• Additional certifications or specialized training relevant to animal welfare and shelter operations are an asset.
• Demonstrated knowledge of mentoring and training students, new hires, and staff.
• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
• Strong leadership skills, with the capacity to guide and develop a diverse team.

• Effective communication skills for providing clear direction, feedback, and support to staff, students, and volunteers.

• Strong technical skills in animal care: nutrition, husbandry, enrichment, and handling of variety of species.

• Demonstrated written communicate skills, including meticulous records maintenance.
• Demonstrated critical thinking and problem-solving skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems and conflicts.
• Strong organizational skills, with the ability to prioritize tasks, manage time effectively, and ensure program efficiency.
• Strong interpersonal skills including demonstrated ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times in a diverse environment.
• Commitment to fostering a learning environment, supporting ongoing professional development, and enhancing care education programs.
• Knowledge of safety protocols, patient safety standards, and risk management practices.
• Demonstrated ability to work individually whilst directing a team.

• Demonstrated ability to present a positive and professional image of the organization when interacting with employees, clients/customers, visitors, and other external stakeholders.
• Demonstrated ability to adapt to new technology.
• Proficiency in Microsoft Office programs (including Word, Excel, Outlook, and PowerPoint).

Work Conditions

• Flexible hours including evenings, weekends, holidays, and on-call.
• On-site position.
• Attendance and participation in training.
• Operation of desktop computer and peripherals.
• Interaction with employees, volunteers, students, clients, and management.
• Working in a busy environment with frequent interruptions.
• Occasional overtime.
• May involve the lifting, carrying, pushing, and/or pulling of moderately heavy objects and materials (20 – 50 pounds) and some combination of climbing and balancing to include stooping, kneeling, crouching, and crawling.
• Performance of essential functions may require exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, weather, temperature and noise extremes, hazardous materials, traffic hazards, bright/dim lights, toxic agents, animal/wildlife attacks, animal/human bites, disease, pathogenic substances, or rude/irate customers.