SUMMARY

This position is responsible for providing guidance, direction and leadership with Field Services Representatives. The Field Team Supervisor manages and coordinates field visits, in-home placement processes and in-home applicant visits to assess potential suitability for programs and services. This position conducts graduate client visits to address concerns and to facilitate resolution-based support. Supports DeafBlind & Adaptive Services (DBAS) and other Leader Dog associated programmatic and client needs, and visits agencies to provide programmatic information to clients, potential clients, and industry specialists.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Recruits, coaches, mentors, develops, and successfully manages a team to achieve the strategic objectives and the present and future needs of the department.
• Leads team members using a performance support process including goal setting, feedback, and development.
• Manages field visit scheduling for new and graduate clients.
• Meets delivery capacity goals and manages scheduling of in-home guide dog instruction and in-home DBAS O&M instruction.
• Collaborates and strategizes with Guide Dog Services and Extended Services to meet DBAS programmatic and client needs in their home environment and on campus.
  1. Collaborates with and supports instructors with dual dog training methods.
  2. Collaborates and supports other departments on logistical and cultural needs of clients served by DBAS instructors.
  3. Collaboration with other team members on instructional adaptation strategies and use of technology to enhance client experience.
  4. Provision of support for apprentices and GDMIs with interest in being a DB instructor.
• Conducts effective graduate follow-up visits, applicant interviews and graduate assistance.
• Communicates and coordinates with other guide dog schools to arrange for client visit support by other guide dog schools.
• Reviews and approves team member expense reports via the online expense management process.
• Participates in the admissions committee (AC) process, reviewing files and videos, attending AC weekly meeting.
• Reviews field visit reports and provides timely feedback to team members.
• Monitors client callbacks and ensures that these are resolved in a timely manner.
• Uses CRM data to complete BatchGeo map and distributes to team on a weekly basis.
• Collaborates and strategizes with Outreach Services & Community Engagement Manager to arrange agency visits for Field Services Team for the purpose of distribution of materials and/or speaking engagements.
• Implements and maintains standard practices and standard operating procedures.
• Maintains written and computer records according to procedures.
• Participates in internal or external meetings and promotional activities as needed.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE

Bachelor's Degree (BA or BS) from an accredited four-year college or university or equivalent experience. Must be able to demonstrate an ability to develop and lead effective teams. Must be a qualified Dog Guide Mobility Instructor (GDMI) with at least 5 years of experience as a GDMI. Previous supervisory experience preferred. An equivalent combination of experience and education may be considered. CPR certification will be required upon hire.

KNOWLEDGE, SKILLS AND ABILITIES

• Possesses excellent interpersonal skills; must have the ability to establish and maintain effective relationships with all other Team Members.
• Has a sound knowledge of the principles, practices and techniques of training dogs and providing instruction for people who are blind and visually impaired.
• Possesses excellent oral and written communication skills, as well as strong organizational skills, and have acuity with detail.
• Has the ability to handle multiple priorities and meet deadlines; must have the ability to work independently 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 with current version of Microsoft Office and CRM programs.
• Possesses a valid driver’s license with no restrictions and the ability to travel as needed.  Required to have a valid passport for international travel.
• This position requires adherence to all applicable safety and health policies and procedures.
• During office hours, while not in the field, this position is required to primarily be on campus with flexibility to be remote at times, under the discretion of management.
• This position requires the ability to work shifts as assigned.
• Willing to perform general public relations duties on behalf of Leader Dog (perform tours, answer general questions, be a professional and courteous representative of Leader Dog, etc.).
• Comfortable with and willing to work around large dogs.
• Able 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
  1. performing work activities requiring interacting or speaking with others; and
  2. responding appropriately to constructive feedback or suggestions for improvement from a supervisor.

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 walk, stand, reach with hands and arms, climb or balance, talk or hear, and taste or smell. The employee frequently is required to drive. The employee is occasionally required to sit and use the phone. The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move up to 70 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and peripheral vision. 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 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.