Manager of Guide Dog Services

Contact at organisation: Lea Clemence, Leader Dogs for the Blind

Phone: 2482186429

Email: lea.clemence@LEADERDOG.ORG

Leader Dogs for the Blind, based in Rochester Hills, Michigan, has been making people unstoppable for 80 years, empowering people who are blind or visually impaired with lifelong skills for safe and independent daily travel. To learn more about our mission and campus follow the link to our website here.

Why work at Leader Dogs for the Blind?

• Medical, Dental, and Vision Insurance after 30 days of employment
• Employer paid life insurance
• Employer paid disability insurance
• 401k with employer match
• Flexible spending account
• Paid time off front loaded on first day of employment
• Annual merit pay increases
• Workout room access
• Dog friendly office

SUMMARY
The Manager of Guide Dog Services is responsible for the supervision and day-to-day operations of the Guide Dog Services department. This position focuses on ensuring a quality client experience by maintaining consistency between guide dog training and guide dog class processes. This position also focuses on team member engagement and retention.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Recruits, mentors, develops and successfully manages a high performing supervisory team.
• Effectively leads supervisors to ensure team members provide quality canine training and client instruction, timely follow up, and excellent customer service.
• Ensures supervisors are effectively leading teams and monitoring team member engagement.
• Leads critical conversations and develops necessary action plans to achieve success.
• Provides guidance and makes critical decisions in a timely, confident manner; also empowers team members to make decisions.
• Manages canine training and works in collaboration with the GDMI Program Manager- Quality Assurance to ensure dog evaluations within the training process meet all identified standards and criteria for a Leader Dog. Performs dog evaluations.
• Design, implement and monitor effectiveness of new and alternative dog training techniques, client instruction, policies, procedures and curriculum. Ensures alignment with guide dog client needs.
• Ensure consistency of guide dog training, client experience and instruction amongst guide dog teams, allowing for flexibility for individual needs.
• Administers monthly team dog pickup process in collaboration with GDMI Program Manager-Quality Assurance, Director of Guide Dog Services, Breeding, Puppy Development, Canine Care and Team Supervisors.
• Manages and tracks GDS department metrics in collaboration with the GDMI Program Manager- Quality Assurance and Director of Guide Dog Services.
• Prepares, implements and monitors canine handling policies, procedures and material for class and client education.
• Utilizes client feedback and survey data for continuous quality improvement.
• Ensures team supports the performance process including goal setting, performance reviews, feedback, and professional development.
• Designs, reviews and implements department standard operating procedures and standard practices.
• Participates in the admission process and recommends client acceptance into the Leader Dog programs or makes recommendations for other services based on client needs.
• Assigns and attends marketing and philanthropic events where appropriate.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE
Bachelor’s degree plus a minimum of 5 years of related experience as a qualified Guide Dog Mobility Instructor from a school recognized by the IGDF. Previous experience supervising others. Additional years of experience may be substituted for the university requirement.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to develop alternative training curriculums, using data and metrics to evaluate effectiveness. Implements quality process improvements with unwavering commitment.
• Strong knowledge of and experience in the principles, practices and techniques of guide dog training and orientation and mobility instruction.
• Provides regular, actionable and developmental feedback to team members during all phases of their training.
• Analyzes customer satisfaction and implements quality process improvements to ensure superior customer experience.
• This position is required to be on campus when deemed necessary at the direction of management.
• Able to work a flexible schedule that may include evenings/weekends.
• Ability to work well under pressure, handle multiple priorities and meet deadlines; must be self-directed with little or no supervision.
• Possesses sound business judgment, exercise professional conduct, understand and follow business ethics and standards, and maintain a high level of confidentiality in all duties.
• Proficient in CRM and latest version of Microsoft Office products.
• Possesses a valid driver’s license and passport with no restrictions and the ability to travel as needed.
• Comfortable with and willing to work around large dogs.
• Willing to perform public relations duties on behalf of Leader Dog (perform tours, answer general questions, be a professional and courteous representative of Leader Dog, etc.).
• ble to establish and maintain professional, productive and courteous interactions with employees that promote positive teamwork, as well as with volunteers, donors, clients and all constituents of Leader Dog. This encompasses going beyond giving and receiving instructions and includes but is not limited to (a) performing work activities requiring interacting or speaking with others; and (b) responding appropriately to constructive feedback or suggestions for improvement from others.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon receiving notice, reasonable accommodations may be made, if possible, to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, bend, crouch, kneel and reach with hands and arms. The employee frequently is required to climb or balance. The employee is occasionally required to sit, use the phone, and drive. The employee must regularly lift and/or move up to 50 pounds and frequently lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception in order to effectively assess canine behavior, potential hazards, and safely monitor client and canine instruction. Must be able to work outside in all weather conditions and walk distances consistent with training program needs for clients and dogs.

Leader Dogs for the Blind reserves the right to change, amend, add, delete, and otherwise assign any and all duties, responsibilities and position title as it deems necessary to meet the needs of its business.

Leader Dogs for the Blind is an at-will employer. This means that the employment relationship may be ended at any time without notice by the employer or employee for any reason. Neither this document, nor any manual issued by Leader Dogs for the Blind, is a contract of employment.