Foster Care Manager

JOB/POSITION TITLE: Foster Care Manager

STATUS: Exempt

PRIMARY PURPOSE: Directly lead, develop, oversee and evaluate Hawaiian Humane's foster care program, facilitating deep engagement in the mission of the organization through the oversight of foster care programming and relationships cultivated and maintained with its stakeholders. Leads team members associated with foster care in supporting dedicated volunteer foster care providers and ensuring animals in care have a variety of options for positive outcomes.

Reports To: Director of Operations

Supervises: Foster Care Coordinator, Assistants, in-home foster volunteers and program support volunteers.

ESSENTIAL DUTIES/FUNCTIONS:

• People Care. Leading 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 Foster Care Programs including recruitment, training, follow up support, and needs related to department assigned volunteers. Communicate with a diverse group of people in a consistently compassionate, informative, respectful and professional manner. Manage emotionally difficult situations with strong communication skills and empathy.
• Team Leadership. Lead and oversee day-to-day team member activities and leadership including but not limited to hiring, training, coaching, development and retention to assure the highest standard of performance and professionalism. Responsible for maintaining regular cadence of employee conversations through 1:1's, huddles, team meetings and performance evaluations. Manages and develops an effective team: providing effective communication, leadership, guidance and resources, providing clear direction and priorities. Motivate and mobilize team members to act, removing obstacles, and coordinating work efforts, highlighting the inclusion of volunteers. Foster achievement of a common vision within and across teams.
• Foster Care Program Development & Leadership. Expand and integrate the Foster Care program across the organization, finding strategies to work collaboratively and proactively, creating new opportunities for increased lifesaving through foster care. Develop and fulfill departmental objectives and plans to expand programming to support sick, injured, and young animals prior to adoptions placement and expand other foster programs to assist the community in emergency situations. Develop and execute strategies to grow the foster volunteer team by identifying, recruiting, training and retaining foster caregivers through speaking engagements or community events. Design, develop and implement department standards, SOPs, systems and procedures for accomplishing work, ensuring these are updated, followed, and communicated with team members and volunteers. Monitor and evaluate program and process effectiveness, including statistical analysis and report creation, and implement improvements.
• Training & Education. Assess and monitor programmatic efficacy and impact by benchmarking and examining retention, engagement, and foster volunteer contributions. Responsible for curriculum development and implementation. Maintain educational and support collateral online and hard copy foster care materials for internal and external use. Create content for monthly volunteer newsletter relevant to foster care stories or needs. Create and maintain digital orientation and digital training classes, while also working with team members and partners on in-person training class opportunities.
• Volunteer Management & Retention. In collaboration with Volunteer Services, responsible for building and nurturing a team of dedicated foster caregivers and program volunteers. Develop opportunities to deepen volunteer knowledge and skills, increasing retention. Maintain day-to-day relations and communication with fosters. Provide top-notch customer service to fosters caregivers, including helping them address concerns or responding to their questions. Organize engagement opportunities with foster caregivers throughout the year, while supporting other community events as needed for recruitment.
• Communications Leadership. Responsible for holding regular staff meetings and trainings to ensure team members are communicative and coordinated. Ensures that relevant organization information is shared in a timely manner with the team. Responsible for compliance of all department staff's conduct and communications with the public whether via phone or Work with the CE team to promote any medical or behavior animals that need placement when no internal foster can be found, reducing overall length of stay and widening the foster pool.
• Daily Foster Program Activities. Coordinate temporary in-home care for sick, injured, or young animals that need more attention or socialization before placement in adoptions. Work proactively with veterinary services, transfer, adoptions and behavior to meet the organization's foster placement needs ensuring best outcomes for animals. Assist in the gathering of supplies and resources when fosters are scheduled to pick-up. Conduct all pre-pickup interviews for foster parents to ensure they are a good fit for the animal in need and are aware of the time commitments, details, etc.
• Budgeting & Reporting. Responsible for creating, informing and monitoring the department budget. Produce and maintain accurate statistics and reports according to deadlines. Report statistical trends as needed. Oversee foster database system ensuring records are up to date, including tracking foster hours for use in grants and board reports, while also tracking retention and continued education by regularly updating the database. Manage utilization of department resources to maximize the value, control expenses and minimize waste.
• Organizational Support. Participate in and lead meetings, sharing and implementing program, process and organizational improvements. Participate in inter-departmental meetings and discussions to support and develop initiatives. 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.

OTHER DUTIES/FUNCTIONS:

• Operations Support. Works with other departments within the organization to resolve issues of mutual concern and improve operations.
• Other Duties as Assigned. May include organization-wide support as needed, including but not limited to participation in events, serving as spokesperson, fundraising, covering other operational departments, and Hawaiian Humane's role as a first responder to disasters.

JOB CONDITIONS:

• Work Environment: Indoors and outdoors as needed
• Equipment Use: Computer, database, and telephone systems. Use of all sheltering related animal equipment including tools for containing animals humanely, safely, and securely. Shelter related medical equipment and tools for administering vaccines humanely and safely. Use of Hawaiian Humane Vehicles.
• Hours: Based on operational requirements. Shift times are scheduled to support organizational needs and may include evenings, weekends and holidays.

MENTAL, PHYSICAL AND COMMUNICATION DEMANDS:

• Must agree with and be committed to Hawaiian Humane goals, objectives, and programs.
• Must be self-motivated and able to work independently and as a team equally successfully with proven communication, collaboration and customer service.
• Must be able to maintain professionalism, composure and compassion in emotionally charged situations and able to resolve conflicts effectively.
• Must be able to work with and handle animals of varying species, size, and temperament daily in a caring, safe, and respectful manner.
• Must be able to handle and restrain animals of various sizes, weights, and temperaments. Subject to animal bites or scratches.
• Work performed in high noise level areas. Exposure to cleaning solutions, fumes, dust, animal dander and bodily fluids.
• Physical efforts require constant bending, stooping, standing, climbing stairs, and walking. Frequent lifting of animals and objects with or without reasonable accommodation.
• Must be willing to drive company vehicles including animal transport trucks. Must pass a driving background check with a valid driver's license and acceptable driving record as may be required to drive as needed according to organizational policy.
• Must be able to maintain professionalism, composure, and compassion in emotionally charged situations and able to resolve conflicts effectively.
• Must be detail-oriented with excellent organizational and analytical skills.
• Perform shelter opening and closing duties as needed.
• Perform euthanasia and related tasks.

QUALIFICATION REQUIREMENTS:

• Skills/Knowledge: Computer expertise and knowledge of programs such as Microsoft Office. Ability to use database style computer programs, understand data reporting and analyzing data.
• Education/Training: High school diploma or equivalent required. University, College degree or equivalent preferred
• Experience: Five years of related work experience including leading a team and progressively complex project or program leadership responsibilities. Three years' experience providing and leading excellent customer service.

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.