Honolulu - HI Full Time 2 months ago

PRIMARY PURPOSE: Directly lead, develop, oversee and evaluate Hawaiian Humane’s animal behavior and enrichment programs and processes to ensure an exceptional experience for the animals in the organization’s care, improving and maintaining their physical and mental wellbeing.

Reports To: Senior Manager of Customer Experience

Supervises: Volunteers


  • People Care. Leading by example, ensuring internal and external patrons (employees, volunteers, Hawaiian Humane partners and community members) and their needs are a primary focus. Communication and contact must be clear, understandable, cooperative, professional and respectful in all circumstances and will occur through face to face, telephone, and electronic mail. Employees are expected to actively support a positive team environment, directly address conflict with the goal of problem solving and appropriately express concerns. This position interacts with and collaborates with employees and volunteers at all levels of the organization.

  • Customer Care.Deliver high-level customer service to Hawaiian Humane community members via Behavior Programs including the behavior helpline, adoption follow up support, volunteer support and needs related to department assigned volunteers. Manage emotionally difficult situations with strong communication skills and empathy.

  • Behavior Program Development and Leadership. Design, develop and implement department standards, SOPs, systems and procedures for accomplishing work, ensuring these are updated, followed, and communicated with staff and volunteers. Develop and fulfill realistic and ambitious departmental objectives and plans including existing programs such as beginning, intermediate, and advanced Dog Walking, Head Start, Cat Enrichment, Behavior Helpline. Monitor and evaluate program and process effectiveness, including statistical analysis and report creation, and implement improvements.

  • Animal Behavior Evaluation. Conduct daily animal behavior evaluation, socialization, behavior modification, training and enrichment activities to support the animal’s behavior needs during their stay, decrease the length of stay and increase potential for adoption. Monitor the behavior and socialization of animals in Hawaiian Humane care. Monitor animal population to identify and resolve issues that may compromise the care and placement of the animals.

  • Training and Education. Train staff and volunteers on safe animal handling methods for successful animal handling to occur at every interaction. Work with and handle animals of varying species, size and temperament daily in a caring, safe and respectful manner. Teach staff and volunteers to identify, modify and prevent problematic behavior. Responsible for curriculum development and implementation. Maintain educational and support collateral on animal behavior and handling for internal and external use.

  • Volunteer Management and Cultivation.In partnership with Volunteer Services, responsible for building and nurturing a team of dedicated behavior and enrichment volunteers. Support and work closely with volunteers to ensure industry best practices are utilized in the enrichment of the animals. Effectively develop, lead, and retain volunteers to support all behavior programs and services. Prepare and maintain volunteer schedules for adequate daily volunteer coverage within behavior and enrichment.

  • Budgeting & Reporting. Track and report behavior concerns as it pertains to ongoing assessment of behavior and enrichment programs. Produce and maintain accurate statistics and reports according to deadlines. Report statistical trends as needed. Inform and monitor the departmental budget. Manage utilization of department resources to maximize the value, control expenses and minimize waste.

  • Personal and Professional Development. Keep abreast of animal behavior and training trends especially as it applies to the sheltering environment. Collaborate with and serve as a resource for other animal welfare agencies. Create and innovate best practices and together with the team develop the future state of the behavior department at Hawaiian Humane.

  • Organizational Support.Participate in and lead meetings, sharing and implementing program and organizational improvements. Collaborate with colleagues to balance competing priorities, create organizational alignment, support strategic planning, execute upon organizational initiatives, and ensure alignment with core values, vision and mission. Participate in inter-departmental meetings and discussions to support and develop initiatives. Perform manager on duty or verifying manager duties as needed. Manage daily operations by providing leadership and development to relevant staff. Perform euthanasia and related tasks


  • Other Duties as Assigned. May include organization-wide support as needed such as but not limited to participation in events, serving as spokesperson, fundraising, covering other operational departments, and Hawaiian Humane’s role as a first responder to disasters.


  • Work Environment: Indoors and outdoors as needed. Safely handles all species of animals. May be subject to animal bites and scratches. Potentially prolonged periods of walking or standing. Potentially prolonged periods of sitting and repetitive motion. May work in an area with high noise level. Potentially subject to animal bites and scratches. Exposure to cleaning chemicals, fumes, dust, animal dander, and feces.

  • Equipment Use: Computer, database and telephone systems. Use of all sheltering-related animal equipment including tools for containing animals humanely, safely, and securely.

  • Hours: Based on operational requirements. Must be available full-time, which may include some weekends and holidays.


  • Ability to utilize effective problem solving/decision making skills.
  • Able to demonstrate exceptional discretion, judgment, impartiality and confidentiality when dealing with personnel issues, financial issues and proprietary information.
  • Able to demonstrate high degree of independence, initiative and organization.
  • Able to maintain a professional appearance and exercise sound judgment during all interactions with the public, staff and volunteers.
  • Able to set goals, prioritize, delegate work and provide feedback to others to complete multiple tasks on or before deadline.
  • Proficient in Microsoft Office programs (Word, Excel, PowerPoint).
  • Strong organizational skills with high attention to detail.
  • Must be able to perform physically rigorous work, stand for entire shift and able to lift up to 50 pounds with or without reasonable accommodations.
  • Must have no limitations to prevent handling or working with animals.


  • Skills/Knowledge: Strong interpersonal skills, active listening and communication, organization, and problem-solving skills. Experience creating and managing budgets. Experience leading and managing volunteers in a training/coaching environment. General knowledge of animal sheltering software, PetPoint preferred
  • Education/Training: Bachelor of Science in Animal Behavior or related field preferred. Animal Behavior Association certification (CTC, CPDT-KA, KPA-CTP, ACAAB, etc.) preferred
  • Experience: Five years of related work experience including leading the work of others and progressively complex project or program leadership responsibilities. Three years’ professional experience working with animal behavior in a shelter or similar environment required.

As a condition of employment, an applicant selected for hire is required to verify COVID-19 fully vaccinated status with HR prior to starting work. To be exempt from this requirement, an applicant must submit supporting documentation of exemption due to a medical reason, or because of a sincerely held religious belief to HR.

The above information on this job description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

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