Are you ready to make a difference in your community? We are hiring a Field Operations Shift Supervisor!
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 that occur via face-to-face, telephone, online meeting platforms and email. 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 requests for support, partner relationships, agency relations and volunteer support related to department assigned volunteers. Exhibit excellent follow-up and time management skills to both internal and external stakeholders. Manage emotionally difficult situations with strong communication and deescalation skills, as well as empathy. Incorporate training and expectations around offering resources and solutions alongside enforcement during field interactions. Ensure officers are provided with resources – material such as pet supplies, as well as informational, such as educational collateral - to support positive, problem-solving interactions.
Field Operations and Response (FOPS) Department Staff Management and Development. Lead and supervise staff in the provision of professional field services, including, but not limited to, community relations, escalated customer service inquiries, emergencies, animal pick-ups, cruelty and dangerous dog investigations, and court case development. Evaluate, create, and coordinate training and development needs for team members to support their growth and to ensure the highest professional standard of performance. Supervise case management and investigation activities. Create and verify standardized timelines or checkpoints for case rechecks, evidence collection, and case progression to help reduce delays and strengthen outcomes. Manage assigned staff performance by conducting weekly audits of cases, case closures and service follow-ups.
Departmental Support. Work alongside the Field Operations team providing day-to-day oversight and leadership. Provide back up support to Dispatch team in the absence of the Dispatch Supervisor or Director. Work effectively with other Hawaiian Humane team members to provide an efficient and quality service to the community. Care for all animals humanely, safely and with compassion according to established Hawaiian Humane procedures and animal welfare best practices. Promote the humane care of all animals through education to the community and leading by example. Present a pleasant, courteous and professional attitude at all times.
FTO (Field Training Officer) Program Development and Leadership. Develop and manage the FTO program for all officers as well as provide training support to the Dispatch Supervisor and team. Provide feedback and insight into process and protocol improvement. Update and/or develop SOPs. 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. Keep abreast of current animal statutes and ordinances; as well as law enforcement, animal welfare, and leadership best practices to aid in personal career growth as well as the growth of team members. This may include, but is not limited to, taking classes and providing training in animal laws, statement writing, verbal communication skills, de-escalation techniques, safety, and security.
Animal Advocacy, Investigations and Law Enforcement. Enforce state and county laws pertaining to animals including complaints about nuisance animals, aggressive animals, cruelty and neglect, and leash laws. Respond to requests for services pertaining to animals and initiate investigations as needed to assure that animal welfare standards and laws are met. Act as an advocate for animal welfare and ensure that decisions are made in the best interest of all animals.
Disaster Response. Support the planning and execution of animal disaster response activities. Serve as a FOPS staff lead contact for animal response support during a disaster or community emergency. Provide support to the City and County through volunteer response efforts at cohousing shelters. Serve as a back-up to the Director in emergency operations and liaison with the City Emergency Operations Center as necessary. Represent Hawaiian Humane with ESF-6, ESF-11, and other agencies as necessary.
Budgeting & Reporting. Track and report FOPS activities. Produce and maintain accurate statistics and reports according to deadlines. Work with the Director to analyze statistical trends. Inform and monitor the department's budget. Manage use of department resources to maximize the value, control expenses and minimize waste. Manage payroll and the budget to ensure fiscal compliance.
Spokesperson & Liaison Support. Speak to groups of people including public, staff, media, and other law enforcement agencies concerning work and cases according to organization procedures. Represent the FOPS department in meetings. Develop and maintain ongoing relationships with the Honolulu Police Department, Prosecuting Attorney’s Office and other agencies to ensure compliance with enforcement procedures. Assist and inform other animal shelters regarding field services and animal welfare issues as needed.
Organizational Support. Participate in and lead meetings, sharing and implementing programs and organizational improvements. Collaborate with colleagues to balance competing priorities, create organizational alignment, support strategic planning, execute 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 staff. Partake in euthanasia decision and perform euthanasia and related tasks.
RESPONSIBILITIES:
These responsibilities will be divided between the Shift Supervisors as assigned by the Director; however, each Shift Supervisor will be cross trained in all areas.
Team Scheduling. Manage and create APO schedules to ensure coverage and needs of the organization are aligned.
Onboarding and introductory training. Ensure each team member has an onboarding and training plan and assigned training officers. Audit progress and ensure competencies for compliance.
Advanced and recall training. Create and develop advanced training and recall training based on identified focus areas.
Maintenance of safety equipment. Audit and ensure all equipment is in working order and develop inspection schedules.
Maintenance of fleet. Ensure vehicle fleet is maintained and in safe working condition via inspections and scheduling preventive and repairs as needed. Responsible to ensure vehicle care and equipment cleaning, disinfecting, and restocking according to Hawaiian Humane established procedures.
Other Duties as Assigned. Performs other duties 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 in all conditions. 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. Includes work in areas with high noise levels. 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. Use of Field Operations vehicles.
Hours: Based on operational requirements. Must be available full-time, which may include some weekends and holidays.
MENTAL, PHYSICAL AND COMMUNICATION DEMANDS:
Ability to use 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 accommodation.
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.
Demonstrate necessary eye-hand coordination in handling, containing, transporting, and restraining a live animal.
Demonstrate proficiency in using personal protective equipment including PPE, tactical vests, tasers, and OC Spray.
Able to speak and write effectively and clearly in a professional manner individually and in groups.
Able to interpret and integrate written materials from field reports, witness statements, investigations for case reports according to organization procedures.
Able 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. 4-year 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.
