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Requirements
Job Description Boarding Team Leader
The Boarding Team Leader supervises the Boarding Team and must be able to monitor all aspects of the facility and the animals housed within the hospital. The Boarding Team Leader is the liaison for our guests and must always act and speak on their behalf. The Boarding Team Leader is a liaison with ICU Team leader and resort team members. The pets housed in our hospital will be treated as if they were our own. High standards of service, care, appearance, conduct and cleanliness will be upheld at all times.
Functions included (but not limited to) all Boarding Technician duties and:
Maintain resort inventory and supplies.
Monitor structural repairs of hospital.
Monitor minor repair aspects of hospital.
Assists with scheduling of pet resort team members shift, including staffing for holidays.
Actively recruits and participates in the hiring of A-players for the boarding team
Directly supervises boarding team members, using positive reinforcement & corrective action notifications.
Constantly check/oversee the safety of all animals in pet resort.
Check cage cards/neckbands/food board for accuracy and completeness including medications.
Assist and conduct monthly team meetings for protocol, communication & training purposes.
New and ongoing training of boarding team members.
Perform and ensure that boarding checklists are completed, initialed daily, weekly, monthly, and bound for AAHA inspections. (Kept for 2 years)
Supervise the cleanliness of the entire hospital.
Creating and maintaining systems that improve the efficiency of the pet resort systems.
Meets with other department leaders for regular communication and interaction.
Perform other tasks as assigned.
Mission and Scorecard for Boarding Team Leader
Veterinary Healthcare Associates
Serve VHA by being an example and mentor for Boarding Technicians by performing at the highest possible standard for VHAs guests and patients. Provide oversight and feedback for the management team in order to improve boarding processes and team member performance. Ensure that systems and protocols are followed in Boarding. Use maturity and expert judgment to help organize and assist the boarding department to be successful at VHA.
Outcomes:
- Pet Care:
Provide an outstanding example of care and teamwork to other team members.
Reviews every guests boarding chart to oversee all guests vaccines, baths, and owner requests while they stay with us. Report any significant changes in pets behavior or condition to a technician as quickly as possible. Maintain a 4.5 out of 5 score on performance survey. Never uses the phrase I dont know when asked by a doctor, team mate, or client about a pet.
- Client/Team Communications:
Provide ongoing feedback for the team members in Boarding. Provide coaching as necessary, with the help of senior management. Act professionally in all communications.
One on Ones:
Will sit down and meet with the team members once a month and update senior management of any concerns and areas of growth.
Client Call Backs: All owners are called the day after the pet leaves to go home. Monitors the results and handles any minor complaints.
Team Communications: Provide training and feedback in an empowering, coaching manner. Assists with monthly team meetings. Observe and objectively measure other team members performance and assist in performance reviews. With the direction of senior management, perform coaching, disciplinary, and other human resource meetings and discussions.
- Knowledge Base:
Take pride in learning and growing in this leadership role. Commit to continual growth in veterinary medical knowledge.
www.4act.com : Set the example and work to obtain CVA and empower the team to do the same.
On the Floor at Dove: Push the limits to gaining more knowledge by constantly assigning videos to the team for discussions at team meetings.
Create quizzes: Participate with the VHA team with creating quizzes pertaining to boarding and broadening out to learn from other departments. Quiz scores should be over 90% (link removed)>
Spends at least one hour a month in continuing education in management, leadership, and communication topics. Attends management meetings. Reads managements recommended books as requested.
- Financial Responsibility and Employee Scheduling:
Act as a good steward with the specialized equipment and supplies that are utilized in Boarding. Protect VHAs investment by teaching others to care for valuable equipment, pro-actively minimize loss of equipment or inventory, and be committed to the profitability of VHA by taking ultimate responsibility with boarding charging and invoicing policies.
Charges for Boarded guests: Charges are entered for all guests in Boarding prior to pet checking out. This includes but is not limited to, capstars, homeward bounds, baths, grooms, food pulled from our shelves, etc.
Maintenance of the Boarding area: Ensures that 100% of checklist is completed on both am and pm lists 90% of the time. Address and correct any issues that arise with the checklist being completed.
Scheduling: Organize and distribute staff schedules at least one month in advance. Ensure that budgetary guidelines are met and appropriate coverage is provided for all shifts. Use good judgment to minimize overtime and maximize efficiency.
All Practice Team Members must be able to lift patients up to 40 pounds alone, and patients over 40 pounds with assistance. I am also able to lift items such as dog and cat food, bags of cat litter, patients belongings, crates, and other items relating to patients and the animal hospital. Due to the nature of our field, all team members are constantly standing, walking and lifting the majority of each working day.
Veterinary Healthcare Associates
