Job Description

Winnipeg Humane Society - Job Posting #2025-4-14

Date:

August 15th, 2025

Position Title:

Supervisor, Adoption & Retail Operations and Adoption Counsellor - Part Time TERM

Department:

Adoptions and Retail Operations

Reports to:

Manager, Adoptions and Retail Operations

Classification:

Union

Rate:

$17.85/hr (start)- $23.43/hr (Year 10) - Adoptions Supervisor

$16.81/hr (start)- $21.85/hr (Year 10) - Adoption Counsellor

Hours:

28 hours/week; Tuesday 11am-7pm, Friday 11am-7pm, Saturday 10am -6pm and Sunday 2pm-6pm

Term end date

: February 10th, 2025

Days/times of shifts could vary/change

Start Date:

ASAP

Closing Date for Applicants

: Open until filled

Who we are:

One of the oldest registered Non-Profit charities in Manitoba funded primarily by donations and events.

An innovative community service organization committed to protecting animals from suffering, and to promoting their welfare and dignity.

A team of generous partners, donors, hardworking volunteers and committed staff united in the belief that every animal deserves dignity and love.

One of the largest and more recognized animal shelter and welfare organizations in Canada.

Always growing, changing, and adapting to meet the expectations of the community and the needs of Winnipeg's animal population.

SUPERVISOR, ADOPTION & RETAIL OPERATIONS

Position Summary:

The Adoption and Retail Operations Supervisor has knowledge of all staff positions and provides training, supervision, and direction for Adoptions department and Retail Operations staff and volunteers, reviews paperwork for accuracy and completeness, ensures partner program requirements are met, communicates with partner vet clinics, and provides feedback on staff performance to management. Reporting to the Manager Adoptions and Retail Operations, the Adoptions and Retail Operations Supervisor ensures clients receive impeccable service, is the next-in-line for elevated service concerns and is empowered to make decisions with regard to adoptions, fees, and supplemental staffing.

The Adoptions and Retail Operations Supervisor is also responsible for promoting and selling retail items in the Pet Shop at The Winnipeg Humane Society as well as managing the online store and all related E-commerce. They will provide cashier services to WHS clients, re-stock and price inventory, and oversee ordering of retail merchandise for the WHS Pet Shop. The Adoptions and Retail Operations Supervisor will collect and review online orders, prepare online orders for pick-up and delivery, and monitor back-end processes such as customer service, logistics, and payment. This position is expected to foster a high standard of client service, frequently communicating and working with Society staff, management, volunteers, suppliers, and vendors.

Duties and Responsibilities

Adoptions

Directing and supervising adoption staff and volunteers, including satellite staff.

Perform adoption consultations as needed; processing of adoptions as necessary, including vaccinating and microchipping.

Daily review of adoptions processed paperwork, Petplan activations are done, and Welcome Home Program information is delivered to veterinary clinics.

Assists in training of new staff and volunteers

Ability to give direct, constructive feedback to staff in a timely, respectful manner

Delegation of duties to staff to ensure smooth delivery of all services

Communicate promptly with Manager of Adoption

Communicate effectively with all staff, volunteers and customers with exemplary service skills

Ensuring all clients receive impeccable service

Delivering feedback to Manager regarding staff and service issues

Be guided by and guide by empathy and being trauma informed with a harm reduction lens for true community service.

Other duties as assigned

Retail Operations

Develop knowledge about other services provided by the Society and find opportunities to match available services to interested clients Handle cash and cash balancing Provide direct and constructive feedback to staff in a timely, respectful manner Deliver feedback to Manager Adoptions and Retail Operations regarding staff and service issues Delegate duties to staff to ensure smooth delivery of all services Work with other staff and volunteers as required Support evaluation of customer feedback and optimization of processes and systems to continually improve customer experience Processing retail sales and other transactions on computerized cash register Open or close of Pet Shop as part of daily routine Stock shelves and participate in general upkeep of the Pet Shop Daily monitoring of order management including returns, inventory issues, payment issues etc. Support back-end payment operations Update retail site as required Order inventory in Manager Adoptions and Retail Operations absence Set up and take down retail displays for special events as required, including transporting of fixtures and merchandise in WHS vehicle Greet clients promptly and courteously and determine their service requirements Resolve customer inquiries in a timely manner Offer exemplary customer service and coach and mentor staff on customer service expectations Communicate with Manager Adoptions and Retail Operations to ensure merchandise is available at the Pet Shop Other duties as reasonably assigned

Accountabilities

Directly accountable to the Manager Adoptions and Retail Operations.

Qualifications & Experience

The following are mandatory qualifications for this role:

Grade twelve education

Demonstrated experience in effective leadership

Driver's license and clean driving record

Knowledge & Skills

Computer literacy essential

Exceptional customer service skills

Personal Attributes

Demonstrates utmost maturity and professionalism

Excellent problem-solving skills essential

Excellent organizational skills with attention to detail

ADOPTIONS COUNSELLOR

Position Summary:

The Adoption Counsellor is responsible for all customer service duties with special attention to encouraging adoptions and making successful matches between animals and adopters. They are often the first point of contact for clients visiting The Winnipeg Humane Society, and are responsible for greeting visitors, providing reception services, answering telephones, responding to emails, determining client needs and directing clients accordingly. The Adoption Counsellor has frequent contact with all visitors, staff, management, and volunteers, and should be professional and respectful to everyone they encounter.

Duties and Responsibilities:

1. Educate the public about our services and policies in a manner that is respectful and informative.

2. Promptly and courteously greet clients and determine their service requirements.

3. Answer telephone and return voicemail and email messages in a prompt and polite manner.

4. Process adoptions in their entirety and make sure animals go home with all relevant items and medications.

5. Develop knowledge about the other services provided by the WHS and find opportunities to match available services to interested clients.

6. Demonstrate proficiency with computers and accuracy with data entry.

7. Perform animal maintenance (clean-up) in kennels & rooms as required.

8. Participate in social media videos or photos to help promote adoptable animals.

9. Keep all shared spaces organized and clean, especially the front desk.

10. Report to Adoptions Supervisors and follow their instructions.

11. Other duties as reasonably assigned.

Standards of Performance:

1. Keeping the mission of the Winnipeg Humane Society in the forefront when performing job duties; as well as when representing the WHS both inside and outside of the shelter environment.

2. Efficiency and exemplary customer service are demonstrated in the accomplishment of assigned duties. High standards of customer service and respect for all are a must.

3. Confidentiality is maintained on all matters pertaining to The WHS.

4. Effective and professional communication with customers, fellow staff, and volunteers on an ongoing basis. Respect for all is always maintained.

5. Exemplary level of care provided to all animals in accordance with The Winnipeg Humane Society's mission, policies, and practices.

6. Capacity to work effectively in a team environment. Tactful, supportive, and able to modify interpersonal style and behaviour to work effectively with others.

7. Demonstrate willingness and ability to operate within the confines of the protocols and policies as set by the WHS.

Accountability

Directly accountable to the Manager, Adoptions and Retail Operations.

Education, Training & Experience

1. Minimum of Grade 12 or equivalent required,

2. More than six (6) months of experience in customer service, retail, and/or animal handling will be given priority.

3. An equivalent combination of education and experience will also be considered.

Abilities, Skills & Knowledge:

1. Excellent customer service skills are a must; positive, pleasant attitude and good interpersonal skills.

2. Excellent communication skills, both oral and written.

3. Good organizational skills with attention to detail.

4. Ability to learn quickly and willingness to vaccinate, microchip, and perform various treatment techniques once trained.

5. Ability to work with others as part of a team.

6. Ability to lift and haul heavy bags and boxes up to 50 pounds.

7. Ability and confidence to work with animals of all sizes and strengths, including large and sometimes challenging dogs who are still working on becoming good canine citizens.

8. Ability to operate computers without assistance.

9. Mature, ability to work independently and use good judgment to solve problems.

10. Ability to take direction from Adoption Supervisors, Managers and Directors.

Exemplifies Winnipeg Humane Society's Core Values:

We let empathy guide our commitment to animal welfare and approach to all individual beings, people, and animals alike. We value and accept each other. We are committed as an organization to lead with integrity and accountability. We are guided by innovation and remain open to change. We foster an inclusive, purposeful, and safe communication space.

Participates in creating a thriving Culture of Philanthropy at Winnipeg Humane Society by:

Being knowledgeable and supportive of WHS programs Sharing their passion for service to animals, people, and our community with our guests Serving as an inspiration to all guests by providing an exemplary level of animal care and guest service Being able to communicate a compelling case for support that demonstrates the impact of philanthropy on Winnipeg Humane Society
Forward your resume and cover letter to:

Attn: Karly Devlin

KarlyD@winnipeghumanesociety.ca

Please quote the job posting number in your email or cover letter subject line.

The WHS is committed to providing accessible employment, and ensuring that our recruitment, assessment and selection process is barrier free. If a candidate requires accommodation during the hiring process, Human Resources Services will work with the individual to meet their needs.

NO PHONE CALLS PLEASE

The WHS values diversity and equality in its team. All qualified applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

We thank all applicants for their interest, but only those selected for an interview will be contacted. For more information and other employment opportunities, visit https://winnipeghumanesociety.ca/about-us/careers

Job Types: Part-time, Fixed term contract

Pay: $16.81-$23.43 per hour

Benefits:

Employee assistance program On-site parking Wellness program
Work Location: In person