Job Description

POSITION: Senior Manager, Animal Triage & Flow
STATUS: Permanent; Full-Time
SHIFT: 35 hours per week
LOCATION: Remote (if incumbent is located outside Greater Vancouver Area), Hybrid (if incumbent is based in the Greater Vancouver Area), as the discretion of the employer
CLASSIFICATION: Exempt
WAGE: Salaried
CLOSING DATE: Open until October 6, 2025
We welcome diversity, value differences, and foster inclusion in our employment practices. Find out more about our commitment to diversity and inclusion by reading our on our website. We invite applications from all qualified individuals who are philosophically aligned with our .
Make a Difference in the Lives of Animals Across B.C.!
About the Role:
Reporting to the Senior Director, Animal Flow, this position oversees the portfolios that conduct intake, triage, and flow-related activities of animals, excluding wildlife, through the BC SPCA's various systems and programs. It includes informing and encouraging the public and other interested parties about available diversion measures to ensure that animals receive attention and care according to their level of vulnerability and in alignment with the BC SPCA's mission and strategic priorities.
This position is responsible for strategic program development, implementation and evaluation; high-level tracking and reporting to inform strategic decision-making; multi-team development, integration, and operations; and fostering a culture of innovation, health and safety, and volunteer engagement within the portfolio.
This position will continue to evolve as Animal Flow work is implemented..
Key Responsibilities:
Animal Triage (60%):

• Supports the development and implementation of a centralized animal intake system with standardized protocols and decision-making frameworks that ensure timely and efficient customer service aligned with organizational capacity. Oversees the BC SPCA Animal Helpline to ensure its operations and strategies are aligned with and supporting the new directions in animal triage/intake.

• Oversees intake/triage operations, guiding intake coordinators in assessing animal needs, urgency, appropriate intake pathways, and possible diversions to prevent unnecessary animal surrender.
• In collaboration with the Training & Development Specialist, develops and delivers in-house training to triage team that incorporates concepts of empathetic communication and unbiased triage decision-making.

• Identifies opportunities to reduce unnecessary days in care or to expedite adoption during emergencies or capacity challenges.

• Oversees the existing large-scale animal intake (LSAI) process and creates mechanisms, consistent with the Vulnerable Animal Spectrum, to ensure decision-makers know how many animals are currently in the system, where (e.g. shelter/foster), and where there is space available.
• Oversees the BC SPCA Farm and Equine animal boarding programs and ensures alignment between such programs and intake/triage processes.

Animal Flow (30%):

• Regularly works with the team to review waitlists, capacity, and intake pathways to identify and resolve barriers to efficient animal flow.
• Oversees the BC SPCA Animal Transfer program.

Emergency Response & Boarding (10%):

• Oversees the BC SPCA's emergency response program.

Management & Leadership:

• Acts as a champion for health, safety and wellness within area of responsibility; ensures that all legal requirements in health & safety are met, and appropriate records are maintained.
• Ensures compliance with all BC SPCA standards, policies and procedures including those related to animal health/welfare, brand, people management, finance, health and safety, and communications.
• In conjunction with other departments, develops annual strategic and operational goals and objectives for the portfolio that are consistent with and flow from the Strategic Plan.

• Conducts regular SMART goal setting and performance reviews.
• Provides active coaching and mentorship to ensure objectives and goals are met, celebrating individual and team successes.
• Responsible for the hiring, onboarding, performance management/development, and recognition of team members.
• Collaborates with other departments to ensure animal triage/flow activities support and are aligned with strategic initiatives.
• Ensures communication flows effectively and in a timely way between animal triage/flow team and other departments within the BC SPCA.
• Ensures staff and volunteers are professional and knowledgeable representatives of the BC SPCA, who always deliver excellent customer service.
• Models leadership behaviour:

Other Financial/Administrative Duties:

• Together with the Animal Services team and other relevant departments, prepares and regularly monitors budgets for animal triage/flow programs, ensuring responsible financial stewardship and alignment with organization's goals.
• Prepares reports and data analyses on program performance, impact and financial accountability for internal and external parties.
• Represents animal triage/flow on internal forums, working groups or committees, as assigned.
• Represents the BC SPCA in a professional and knowledgeable manner and may be asked to speak to media and donors/funders on animal triage/flow topics or present content information at meetings and conferences.
• Ensures opportunities for enhanced volunteerism within area of responsibility and works with Volunteer Resources to ensure high levels of volunteer engagement.
• Researches, prepares/presents business cases, identifies service gaps, implements new/updated programs, policies and procedures, and uses effective change management techniques to ensure high rates of success in implementation.

What You Bring:
KNOWLEDGE AND SKILL REQUIREMENTS

• University degree in Business, Management or other related discipline plus a minimum 8 years' related experience, including a minimum 3 years' experience in a managerial/supervisory role. Or an equivalent combination of education and experience acceptable to the Employer. Related experience includes, but is not limited to:

• Experience working in the animal welfare sector, with a focus on building animal and people-related programs/systems/infrastructure beyond animal sheltering.
• Managing, coaching, mentoring, nurturing and empowering staff, including managing managers.
• Direct project management experience including implementation, evaluation and data collection.
• Relationship management and customer service.
• Successful budget management.
• Change management.
• Strong business acumen, with an understanding of the charitable sector and animal welfare sector trends and best practices.
• Strategic and creative thinker with a strong focus on process and continuous improvement.
• Demonstrated ability to organize work, meet priorities and to work within a demanding work schedule with minimal supervision.
• Excellent communication skills and ability to work with internal and external parties at all levels and from diverse backgrounds in a positive and respectful manner.
• Strong interpersonal skills with an ability to successfully address and resolve conflict.
• Tech savvy with experience championing effective use of technology to elevate an organization's efficiency. Proficient in the use of Microsoft Office Suite, project-management software, budget management software, and people management software; ability to adapt to new technologies.
• Exceptional analytical and decision-making skills.
• Ability to travel throughout the province on occasion, as necessary.
• Working knowledge of concepts of equity, diversity, inclusion and reconciliation; able to relate respectfully to a diverse audience.
• Philosophical harmony with the BC SPCA's vision, mission, values and strategic directions

Why Work With Us?
At the BC SPCA, you'll join a passionate team dedicated to protecting vulnerable animals and mobilizing communities, so animals and people thrive together. We offer a supportive, mission-driven work environment, aligned to our values. In addition, we offer:
Benefits and RRSP:

• Minimum 4 weeks for management positions
• 12 sick days
• Competitive extended health benefits (dental, vision, life insurance, LTD and AD&D) on the 1st day of the 4th month of employment.
• Employer RRSP contributions of 7.5% on the 1st day of the 4th month of employment.
• Positive work-place culture of collaboration, innovation and respect.

Perks:

• Flexible work structure (hybrid, 2 days per week at the Provincial Office)

• Free Parking
• Bring your pet to work
• 13 holidays per year
• Discounts and partnerships with various companies
• Staff discounts

• Fast-paced work-place culture of collaboration, passion and respect
• And yes, there are kittens and puppies (and sometimes budgies and rabbits), too!

How to apply:
If you are up for the challenge, and looking for an opportunity to lead (and are legally entitled to work in Canada), we would love to hear from you. Please submit your resume, together with a cover letter telling us why you are excited to join the team. Click on apply now or use the link to apply
We thank you for your interest in the BC SPCA, however; only candidates selected for an interview will be contacted. No telephone calls, please.
The BC SPCA is a Registered Charity BN 11881 9036 RR0001

Skills Required