Best Friends Animal Society
  • 555- NKLA Adoption Center
  • Los Angeles, CA, USA
  • Salary
  • Full Time

Join Best Friends and turn your career into a labor of love. The benefits package is one of the best! Medical, Dental, Vision, Basic and Supplemental Life Insurance, Short and Long Term Disability, Child Care reimbursement, Pet Sitting reimbursement, Flexible Spending Account, Health Savings Account, PTO, Paid Holidays, Employee Assistance Program, 401k and Staff Discounts.

Position Summary: The Lifesaving Programs Support Lead will focus on ensuring Best Friends Animal Society standards of care are met for animals at the Center, animal inventory flow is maintained, and that pet inventory and general reporting databases are optimized for Best Friends Animal Society use. Under the guidance of the NKLA Lifesaving Center Manager, this role will provide supervision to the pet care department and adoption teams and will include; creating a welcoming experience for clients, meeting department adoption and revenue goals, ensuring quality customer service and adoption matching, accurate record keeping of animal intake, medical, and behavior documentation and appropriate training of staff and volunteers in all aspects of the Lifesaving programs.


  • Animal Care, Admissions & Medical
    • Perform and ensure daily feeding, cleaning, medicating and enrichment of the pet population is done in accordance to time frames and protocol.
    • Ensure all pet caregiving staff and volunteers are trained in all policies and procedures of Best Friends Animal Society including: performing all animal caregiving tasks, delivering exceptional client service, assisting all clients with finding appropriate pets by facilitating introductions to appropriate animals and disseminating appropriate information about animals and the organization
    • Establish priorities of importance to ensure pet caregivers are on task and that these policies and procedures are met on a daily basis.
    • Work closely with the manager in various area of oversight of staff, including but not limited to; Schedules, Payroll, Conflict resolution
    • Coordinate animal medical care for Center animals
    • With the Operations Coordinator and NKLA Lifesaving Center Manager, help manage and arrange transport logistics, schedule out Transport volunteers
    • In collaboration with the Operations Coordinator and Tier 3 Adoption Specialist, step in as support when needed in the admissions department for tasks including but not limited to: performing of animal intake exams, scheduling animal care treatments and vaccines, data entry of animal health and history in animal care software, and other processes as outlined in the Admissions Protocol for both BFAS and NKLA coalition animals.
    • Review medical records, manage data entry - delegate out when needed
  • Population Flow
    • Manage population flow, making sure animals are moving efficiently to positive outcomes
    • Manage coalition partner animal flow to adoption center
    • Work with the LOSTforce team to address LOS issues at the Center
  • IT/Admin/Special Projects
    • Maintain and update ACS Shelterluv for operations
    • Create processes for program to work better operationally and how Shelterluv can be utilized to support operations
  • Regional Work
    • From time to time, mentor Best Friends Network Partners in areas of expertise in support of our regional work as required.

Adoption Program Management:

  • With the NKLA Lifesaving Center Manager, plan, implement, and evaluate all adoption and reception program services, issues and needs including but not limited to: adoptions, intake, data entry accuracy and special events.
  • With the NKLA Lifesaving Center Manager, engage with the public on animal welfare issues in Los Angeles and inspire and recruit the public to assist in Lifesaving efforts (Adoption, transport/transfer, volunteer, foster, donate).
  • Ensure all adoptions staff and volunteers are trained in all policies and procedures of Best Friends Animal Society including: delivering exceptional client service, assisting clients with finding appropriate pets by facilitating introductions to appropriate animals, disseminating appropriate information about animals and the organization, and communicating an understanding of the NKLA Pet Adoption Center's high level of lifesaving and positive productivity.
  • Perform and oversee the answering of client inquiries with adoption specialist support, including but not limited to: answering the phone and basic questions from the public, responding to general email inquiries, appropriately directing calls to other team members when relevant, checking voice mail messages, overseeing call backs and delivering information to appropriate staff, providing high quality client service to people who visit or call the NKLA Pet Adoption Center, resolving problems, and/or addressing any client dissatisfaction.
  • Create the schedule and manage payroll and ensure that all time and attendance is correct and completed by the due date.
  • Interview, hire and train staff. Ensure consistent and timely corrective action and terminate employees consistent with the organization's mission, contracts, philosophy and law
  • Work within approved, annual budget and meet revenue goals as directed by executive team.
  • Work across organizational lines to support strategic planning process as directed and as it relates to the Los Angeles programs including NKLA
  • Work with NKLA Lifesaving Center Manager and Executive Director to develop and execute project plans, status reports, budgets and comprehensive documentation as it relates to the Los Angeles programs
  • Empower staff to achieve goals, hold staff accountable and provides a monthly reporting system of determining measurable successes within adoption, reception and retail areas. 
  • Ensure accurate record keeping practices for adoptions, admissions, fosters, transfers and all other functions and ensure proper and accurate data is reported monthly for the website and records
  • In tandem with the Marketing department, develop creative ideas for regular adoption promotions and events to encourage more customers to come to the shelter and adopt
  • Create and maintain written policies, procedures, protocols, forms and training materials for lifesaving and support services
  • From time to time, assist with routine off-site adoptions/promotions
  • Performs related duties as assigned by NKLA Lifesaving Center Manager and the Executive Director.

Skills and Experience:

  • Bachelor's degree or two years of relevant experience
  • Experience mentoring and motivating team members, while ensuring satisfactory performance
  • The ideal person will be a team player, personable, patient, flexible, proactive, enthusiastic, and able to interact well with a variety of people including people who are at times emotionally upset and hostile and an ability to remain pleasant and calm even in stressful situations
  • Strong organization and communication skills, both via email/telephone and in person
  • Well-developed coping skills with ability to lessen emotional distress for yourself and others and remain cool under pressure
  • Ability to work independently and use judgment within established guidelines
  • Collaborates well within and outside of the organization
  • Excellent attention to detail, problem solving and time management skills
  • Ability to professionally advocate Best Friends' position on issues
  • Demonstrated ability to multi-task and work in a highly dynamic work environment
  • High level of interpersonal skills to handle sensitive and confidential situations
  • Flexible schedule that may include nights and weekends
  • Demonstrated computer skills to include proficiency with MS Word, Google package, and Excel
  • Basic knowledge of the homeless pet problem
  • Possess valid Driver's License with access to transportation to travel for organization business, including the ability to drive animals/cages to various off-site locations
  • Able to travel throughout the country as needed, including annual Sanctuary visits and travel throughout the tri-state area.
  • Willingness and ability to learn about cat and dog behavior, or other animals if needed, and ways to address them in order to make good adoption matches and to keep animals in homes.
  • Affection for animals, concern for their welfare, and a willingness to work hands on with animals
  • Comfort and ability to work with animals of unknown disposition and those who may exhibit medical and other problems, as well as aggressive tendencies

Physical Requirements:

  • Energetic and able to sustain the physical aspects of this job which may include lifting, carrying, cleaning, and other tasks, both at the start and end of the day
  • Ability to work extended periods of time sitting
  • Comfort and physical ability to carry animals and objects up to 30 lbs, to walk dogs of all sizes, and to move animals and goods


Best Friends Animal Society is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.

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