Director of Support Personnel

Department:

Animal Poison Control Center

Division:

Development & Communications

Location:

Urbana, IL

Job Summary:

The person in this position is responsible for managing the APCC and CS support staff teams and will be directly responsible for the evaluation and growth of direct reports. Participation in the call center is expected, and time per month should average approximately 20%.

Job Responsibilities:

• Oversee support activities for APCC and CS
• Train and direct qualified staff to manage technical and animal related medical inquiries for corporate and ASPCA program areas
• Manage follow up data collection and customer service for ASPCA and corporate programs
• Responsible for all support staff development and performance including coaching, mentoring, and overseeing annual performance evaluations
• Oversee and provide direct leadership to support managers in APCC and CS
• Develop a team of customer focused support staff with high morale
• Assume responsibility for Poison Center support and CS staffing when on duty and respond to immediate staff or facility needs and any emergencies
• Provide input in areas of staff utilization and process evaluation
• Maintain overall group quality level and respond to quality assessments provided by Director of Operations and Medical Records Manager
• Achieve daily group shift efficiency and daily case volume as required.
• Consult/manage cases as outlined for APCC and CS staff
• Develop protocols for the medical library database as required
• Strategically assess and plan for staffing needs
• Publish approved case reports or other educational documents in peer reviewed and lay journals and other media
• Present at regional and national continuing education meetings
• Serve the ASPCA as needed

Education:

• Bachelor’s degree required. Veterinary degree or master’s degree preferred.

Experience:

• Minimum of two years of clinical experience in veterinary practice or a veterinary related field
• Minimum of five years supervisory experience with multiple direct reports and/or extraordinary leadership experience demonstrating the likelihood for successful team management

Knowledge Requirements:

• Must have solid understanding of veterinary clinical medicine (veterinarian) or veterinary technology (CVT)
• Must have strong interest in toxicology
• Must have knowledge of and experience with PC computers, basic office software, e-mail and Internet searches
• Must have knowledge of scheduling, performance evaluation, and motivational techniques

Skills Requirements:

• Proven effective team leadership skills, including ability to motivate, coach, and mentor staff
• Excellent interpersonal skills
• Excellent communication skills
• Strong computer and organizational skills
• Excellent phone presence, including ability to calm anxious callers and ability to relay management instructions in a calm and professional manner

Training Requirements:

• Must have leadership and/or management training

Additional Information:

• Strong motivation and drive to provide highest standard of care possible. Ability to work a flexible schedule which may include days, evenings, weekends, holidays and nights.

Benefits:

Our generous benefit package includes the following for full-time employees and (if qualified, we offer domestic partner coverage!) Medical, Dental, Vision, STD, LTD, 401(k), Flexible Spending Accounts (FSA), Transit checks, Tuition Assistance Program, Training Seminars, EAP, 50% hospital discount, Vacation, Sick, Personal & Company Holiday time off.