Job Details

Summary:

Who we are:

Have you ever wondered what happens to cats and dogs whose owners are unable to afford veterinary care? We did. The ASPCA's Community Medicine (CM) team provides expert veterinary care to support the welfare of animals and their people through our stationary and mobile veterinary clinics, serving the most underserved communities in New York, Miami, and Los Angeles. We help pet owners overcome barriers to care, bringing quality services directly to the communities that need us most and partially or fully subsidizing the cost of basic and preventive care. CM treats people and pets with dignity and respect, assisting pet owners in making informed decisions about their pets' health and wellbeing regardless of their financial circumstances. When you come to work at the ASPCA, you join a team of over 1,000 dedicated colleagues with deep knowledge, skills, and passion for the animals we serve.

What you'll do:

Oversee a fast-paced, dynamic nonprofit spay/neuter clinic. Enjoy a broad range of responsibilities: lead an engaged, high-functioning team, ensure patients receive the highest-quality care with minimal fear and stress, and deliver outstanding client experiences to maximize the CM's impact in the community. Veterinary medical experience is beneficial but not required to excel in this role, as medical direction will come through the Regional Medical Director and the Regional Director of Nursing. The ideal candidate will bring passion for serving pets and people, as well as extensive professional operational leadership experience in a people-centered service industry such as retail, hospitality, or healthcare.

What you'll get:

Compensation:

Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.

The target hiring range for this role is $110,000-$115,000 for a Registered Veterinary Technician (RVT) and is $107,000 - $112,000 for a non-Registered Veterinary Technician (non-RVT)

Benefits

• Work/life balance:
  
  • paid vacation time to relax
  • paid sick time to heal
  • ten paid holidays to observe
  • plus - paid personal time to celebrate what and when you like
• Terrific benefits package: medical, dental, and vision insurance, pre-tax dependent care and health flexible spending accounts (FSAs), 401(k) plan with generous employer contributions beginning after one year of service, employer-paid life and long-term disability insurance and more (note that benefits are reviewed and subject to change annually)
• Room to grow: the ASPCA has robust professional development programs to help you grow as a leader and a person
• Support: we are one of the largest and most impactful animal welfare organizations in the world, so you will always have a strong team to lean on and cheer you on

For more information on our benefits offerings, visit our website.

Work Schedule and Location:

• This is typically a Monday - Friday, 8 hour schedule with flexibility to work occasionally beyond the scheduled work day and Saturdays approximately once per quarter may be required. Clinic operates from 6:30 am-4:30 pm; flexibility is required to work various times to observe and manage full operation of the clinic.

• This is an on-site position at the South Los Angeles Spay/Neuter Clinic.
• Occasional travel outside Los Angeles (5% or less) may be required

Responsibilities:

Job Responsibilities include but are not limited to:

People Leadership (50%):

• Lead a team to achieve the clinic's key program functions: client experience, nursing/medical support, and veterinary medicine.
• Support a culture of respect, belonging and teamwork through regular 1:1s, recognition, supervision, developmental coaching, performance evaluation and fun; connect with CM's People Partner as needed for guidance
• Partner with the Regional Management Team to provide clear and seamless leadership for the Veterinary Staff and Medical Staff Managers - they will report to you (solid line) for all nonmedical job functions and will take direction from the Regional Medical Director or Director of Nursing (dotted line) for all duties related to veterinary medicine
• Foster open 2-way communication with CM team members to ensure they have timely, relevant information to excel in their work, understand the why behind decisions, feel heard and empowered to give input
• Provide open and direct feedback and communication to the CM Regional Management Team to execute the department's strategy and fulfill our mission
• Be a consistent, visible presence at the South Los Angeles Spay/Neuter Clinic to answer questions, make timely operational and staffing adjustments, offer support, receive/give feedback, remove obstacles, and foster understanding and commitment to ASPCA's mission

• Partner with the ASPCA's Talent Acquisition Team to lead recruitment and hiring of outstanding medical and operations staff
• Collaborate with CM's Director of Training and the ASPCA's Learning and Development Team to ensure all team members receive high-quality onboarding, training and ongoing professional development opportunities to thrive in their roles and grow in their careers at the ASPCA

• Coach Patient Liaisons (PLs) in delivering consistent, excellent client experience, including: building rapport, serving with a sense of urgency, accurate data entry, de-escalating upset clients, problem-solving and apologizing when things go wrong
• Coach PLs in taking a non-judgmental approach to building relationships with community members and proactively connecting them with ASPCA services; monitor performance and make adjustments as needed
• Identify, plan and prioritize opportunities to engage with the community and raise awareness of ASPCA services in the communities we serve

Planning, Execution & Administration (40%)

• Deliver superior client experience and patient care for every client, every animal every day; create routines and follow best practices in CM's Standard Operating Procedures to maintain smooth, consistent, top-quality operations
• Monitor financial & administrative health of the program, including cash management, expenses, payroll, vendor management, and operational efficiency
• Problem-solve: seek out root causes and course-correct to overcome obstacles
• Work with the Regional Management Team to identify ways to continually improve operations and collaborate/share best practices with peers
• Ensure Fear Free® certifications are obtained by all staff and practiced consistently with animals in care to minimize fear, anxiety and stress
• Support the ASPCA's commitment to improving access to veterinary care nationally by executing processes and data collection to further research projects designed by the Strategy & Research team

• Partner with ASPCA colleagues in Safety, Facilities and Legal to ensure a safe, secure and squeaky-clean environment at the South LA spay/neuter clinic.
• Maintain a safe and healthy workplace for all staff, clients and animals: ensure 100% compliance with OSHA and DOT regulations and ASPCA safety guidelines, cultivate a culture of safety and injury/incident awareness and prevention
• Monitor inclement weather and emergency events that may impact operations; prepare and execute plans to prioritize safety
• Work effectively with inter-agency partners - generally other animal welfare groups or municipal animal services agencies - to advance ASPCA priorities in the region

• Schedule PLs to optimize coverage at clinics and successful outreach in the field
• Audit accuracy of medical record data entry
• Oversee revenue management processes: processing spay/neuter vouchers from government agencies, cash handling, deposits and daily reconciliation
• Ensure adherence to CA labor laws and ASPCA payroll guidelines regarding time tracking, breaks/meals and overtime

Community Outreach and Client Service (10%)

• Cover PL shifts as needed to maintain a high level of client service
• Step in to support the PLs with client service escalations
• Work with the medical team and Client & Member Services to facilitate outside referrals for cases that do not fall within CM's parameters of care
• Collaborate effectively with internal clients from the PeeWee Foster Program and other ASPCA departments

Stay Connected - Join Our Talent Community

If you are interested in joining our team but do not see a position listed that fits your experience or interests, please click this link and join our Talent Community to stay connected to future opportunities with the ASPCA.

Qualifications:

• Strong interest in working with underserved communities
• Highly motivated self-starter capable of providing adept leadership and support to a large and complex operation
• Strong written and verbal communication skills; ability to synthesize complex information and communicate key messages
• Proven history of building and maintaining positive and productive relationships with internal and external stakeholders
• Excellent time management skills with the ability to respond to shifting priorities
• Experience leading and coaching people managers
• Able to work with animals who are behaviorally and/or medically compromised; support staff in humane euthanasia situations
• Fear Free® Veterinary certification is required within 60 days of hire
• Exemplifies the ASPCA's Core Values:
• • Has Commitment and dedication to improving the lives of animals
  • Demonstrates Ownership and feels responsible for outcomes
  • Believes in Team - that we are stronger together
  • Seeks to Elevate others and reimagine what is possible
  • Focuses on Impact, specifically making change for animals

Education:

• Associate's degree in Business, Hospitality, Veterinary Technology or related field, or equivalent work experience, is required
• State of California Veterinary Technician Registration preferred

Work experience:

• Minimum of 5 years of professional experience in a people-centered service delivery industry
• Minimum of 5 years managing direct reports required; experience managing supervisors of people strongly preferred
• Medical clinic management experience required; Veterinary or animal welfare experience preferred
• Experience monitoring program budgets, including cash management, expenses, and payroll required
• Experience in community outreach a plus
• Experience with scheduling, coordinating daily operations of teams required

Language:

English (required)

Bilingual in Spanish strongly preferred

Qualifications:
See above for qualifications details.

Language:
English (Required), Spanish

Education and Work Experience:
Associates