Location: Current: Austral & Strathfield, From October Kurnell & Strathfield

Hours: Full time position: 76 hours per 9-day fortnight (alternate weekends required)

Reports to: Head of Animal Care / Managing Director

Direct Reports:

• Animal Care Team Leaders,
• Behaviour & Training Manager,
• Customer Service Manager
• Foster Care Manager

Purpose of the Role

The Shelter Manager plays a pivotal role in ensuring the day-to-day operations of all SDCH shelter sites run smoothly, efficiently, and to a high standard of care for both animals and people. This position leads the on-site teams responsible for animal care & customer service ensuring a compassionate and professional environment for staff, volunteers, animals, and visitors.

Working closely with the Head of Animal Care, the Practise Manager and the Operations Manager, the Shelter Manager supports the strategic direction of Sydney Dogs & Cats Home by ensuring operational excellence, promoting best practice sheltering, and leading a culture of continuous improvement, psychological safety, and collaboration.

About us

The Sydney Dogs and Cats Home (SD&CH) is highly respected within the animal welfare sector, providing shelter, food and veterinary care to lost, homeless and abandoned animals, primarily dogs and cats, until a time when such animals can either be reunited with their owners or found a new, suitable home.

SD&CH objectives are to:

1. provide companion animals in our care with best practice fear free care
2. provide engagement programs that benefit companion animals, SDCH & the community
3. attract and retain mission motivated talent
4. sustainable financial, systems and resources

At Sydney Dogs & Cats Home, our Employee Value Proposition (EVP) embodies a commitment to nurturing a workplace where every team member feels supported and thrives. Our dedication to professional growth and development is evident through regular workshops, mentorship, and upskilling opportunities that align with our strategic direction, fostering both personal enrichment and professional excellence. We take pride in our diverse work environments, our flexibility, and our focus on positive outcomes for our people, creating a supportive culture where innovation, wellbeing, and the courage to embrace change flourish.

We are committed to upholding a respectful and professional environment, while recruiting individuals who share our values and compassionate ethos. Together, we are shaping a future at Sydney Dogs & Cats Home, honouring our commitment to our staff and also setting a benchmark for excellence in workplace culture and best practice animal care.

Key Responsibilities

Shelter Operations Management

• Oversee the daily operations of all SDCH shelter sites to ensure efficient workflow, safety, and high standards of animal care and customer service.
• Maintain safe, clean, and welcoming shelter environments.
• Ensure shelter supplies, food, and medication levels are maintained and procurement is efficient.
• Oversee maintenance and cleaning schedules, coordinating with facilities support staff.
• Liaise with Operations Manager, partner organisations, suppliers, and contractors to support site operations.
• Be the main source of contact for Council relationships, queries and management

Environmental Sustainability:

• Promote sustainable practices in shelter operations including waste reduction, responsible sourcing, and energy efficiency at Kurnell.
• Commitment to fear-free evidence based animal care and management.

Team Leadership & People Management:

• Provide leadership and daily supervision for the Animal Care, Customer Care, and Shelter Operations teams, stepping in to directly manage staff when Team Leaders are absent.
• Oversee staffing schedules, including drafting and publishing rosters, ensuring adequate coverage across all shifts, including weekends and public holidays.
• Coordinate recruitment, onboarding, and ongoing professional development in collaboration with the Head of Animal Care and HR.

Animal Behaviour Oversight:

• Liaise with the Behaviour & Training Manager to ensure behavioural assessments and training plans are integrated into the sheltering process.
• Conduct regular check-ins, coaching, appraisals, and performance conversations to maintain high staff performance and accountability.
• Manage interpersonal dynamics to foster a harmonious, inclusive, and respectful team environment aligned with SDCH values.
• Address underperformance and participate in performance management and terminations as required.
• Promote staff wellbeing by creating a psychologically safe and supportive workplace culture.
• Model professionalism, compassion, and best-practice standards in animal care and customer service

Volunteer Integration:

• Collaborate with the Volunteer Coordinator to ensure volunteers are effectively engaged, supported, and integrated into daily shelter operations.

Crisis/Incident Management:

• Lead response efforts for shelter-related emergencies or incidents, ensuring communication with leadership and appropriate follow- up actions.

Animal Flow & Customer Experience:

• Ensure effective and humane flow of animals through the shelter, from intake to rehoming or release.
• Maintain a focus on efficient processing of adoptions, reunifications, and transfers in collaboration with relevant departments.
• Maintain a focus on reducing length of stay for animals through the shelter
• Monitor and review customer service processes to ensure a compassionate and consistent experience for all visitors and enquirers.
• Support management of foster and volunteer engagement on-site in collaboration with the Volunteer Coordinator and Foster Care team.

Compliance & Risk Management:

• Prepare relevant processes, policies and procedures for new shelter function at Kurnell, and continually review and refine for optimal outcomes and efficiencies.
• Ensure all animal care, safety, and customer service procedures are adhered to in line with relevant legislation and SDCH policies.
• Support adherence to WHS protocols and participate in safety audits and incident reviews.
• Maintain up-to-date knowledge of relevant animal welfare laws and standards, particularly the Companion Animals Act, POCTAA, and Codes of Practice.

Reporting & Communication:

• Monitor and report on key operational metrics, including shelter capacity, animal flow, customer feedback, and resource usage.
• Collaborate with the Head of Animal Care to inform strategic planning, budget development, and organisational reporting.
• Participate in cross-departmental meetings and planning sessions as required.
• Provide Monthly Board reports
• Provide data for monthly and annual Council reporting

Continuous Improvement & Organisational Contribution:

• Identify and implement improvements in shelter operations and workflows.
• Contribute operational insight to the transition to the new Kurnell facility.
• Champion innovation and positive change within the team.
• Uphold and model the organisation’s values and leadership behaviours.

Qualifications & Experience

• AQF Level 4 qualification in Animal Care or equivalent experience.
• Minimum 4 years in a people leadership role, ideally in an animal care or shelter setting.
• High competency in animal handling.
• Strong interpersonal, verbal, and written communication skills.
• Demonstrated passion for animal welfare and best-practice care.
• Excellent time management and multitasking abilities.
• Confident working independently and within a team.
• Strong initiative and problem-solving capabilities.
• Proven experience in staff performance management.
• Current unrestricted driver’s licence.
• Preferable: Experience with Salesforce and EzyVet