City and County of San Francisco

Under direction of the Shelter Office Supervisor, assists in supervising office staff engaged in providing customer services to the public and information regarding the services of the Animal Care and Control Department, and oversees related clerical, general office and record-keeping functions.

This classification is distinguished from Class 1435 Shelter Service Supervisor in that the latter has overall responsibility for the customer service office operations of the Animal Care and Control Department and the full range of supervisory functions over Shelter Services Division staff. This classification is further distinguished from other clerical classes by its responsibility for providing specialized information and assistance to the public regarding animal care and control; incumbents in this class may handle animals at the shelter.

Assists in supervising and providing technical direction and oversight to assigned staff.

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this class and are not intended to be an inclusive list.

1. Assists in scheduling, assigning, training and monitoring the work of assigned staff and volunteers; assists in overseeing the overall operations of the Shelter Services Division; oversees the daily operations of the office in the absence of the Shelter Services Supervisor.

2. Answers questions and resolves problems, including those involving hostile, irate or distressed members of the general public in a tactful and effective manner; educates the public about animal issues and responsible pet ownership and promotes a humane and caring attitude towards animals; performs functions of Shelter Representatives as needed.

3. Ensures that the public is courteously and effectively assisted when requesting information, as well as when surrendering, adopting and/or redeeming pet animals, in accordance with animal control laws and departmental procedures.

4. Ensures that clear and accurate information is provided, both in the shelter office and on the telephone, to members of the public and that animal-related laws and departmental procedures are clearly explained.

5. Receives, records and relays requests for services from the public to appropriate personnel or division; may use a two-way radio to communicate with personnel in the field.

6. Monitors attendance and maintains daily timeroll; prepares bi-weekly payroll with the assistance of the Shelter Office Supervisor.

7. Oversees the preparation and maintenance of records regarding shelter activities; uses a computer to input, update and access records and information regarding shelter functions and to produce written documents and reports; runs statistical reports and performs computer-related functions as needed.

8. Oversees the issuance of dog licenses and citations and the collection of fees; assists in daily reconciliation of receipts.

9. Assists in ensuring availability of office supplies and equipment, including related inventory and stocking functions.

10. Performs related duties as assigned.

Knowledge of: standard office and customer service practices and procedures; physical and behavioral characteristics of different species and breeds of animals.

Ability to: assign, monitor and train assigned personnel in the in the performance of customer service and standard office procedures; learn animal shelter procedures and laws and regulations governing the licensing, quarantining, impounding, care and control of animals; learn to use a computer to access, input and retrieve work-related information; learn to operate radio equipment in conformance with FCC regulations regarding law enforcement agencies; effectively prioritize multiple tasks for self and others; deal courteously and effectively with co-workers, staff and members of the general public from a variety of cultural and socioeconomic backgrounds, including individuals who may be angry, hostile or distraught; remain calm and impartial in frustrating and/or confrontational situations; maintain effective, cooperative and professional working relationships; speak clearly and effectively in order to give instructions and communicate work-related information to individuals and groups in a manner that is appropriate to the audience; listen and effectively elicit information in order to understand oral instructions and respond to questions and inquiries from pet owners, staff and the public; clearly and accurately document information in records and files; make basic arithmetic computations in order to accurately handle money and reconcile receipts.

One year (2000 hours) experience providing customer services and information in an animal care and control operation or a related animal welfare/protection facility;

OR Three years (6000 hours) experience as a customer service representative in a field with heavy public contact.

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.