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 Client Experience Supervisor is responsible for ensuring quality instruction for all clients during class. This position supervises interpreters and volunteers that support the client’s instructional experience. This position is responsible for measuring client satisfaction and experience and serves as a client advocate to identify and resolve issues while on campus.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervises interpreters to ensure quality language translation and accessibility for clients with a primary language other than English.
• Manages, trains, schedules, and supports volunteers supporting the client instructional experience.
• Coordinates nurses for Teen Summer Camp.
• Collaborates with program managers and supervisors to ensure a quality learning experience for clients.
• Develops class procedures and protocols.
• Partners with Program Services Coordinator and Food Services Team to coordinate Client Celebration.
• Coordinates class shadowing activities for all stakeholders.
• Develops and manages all informational and support materials provided to clients in class; ensures material are current and accessible.
• Schedules and leads regular class debriefs with instructors for continuous quality improvement and follow-up.
• Develops client self-directed learning and supplemental educational opportunities for client downtime.
• Supports location technology implementation.
• Partners with Residential Services to support client urgent needs and emergencies.
• Arranges client-focused continuing education opportunities for team members that work directly with clients - CPR and Mental Health First Aide.
• Manages class materials, supplies, and alternative lesson plans including equipment, GPS, and dog supplies.
• Partners with Training and Puppy Development Department to organize puppy raiser visits.
• Communicates and executes client changes related to class.
• Provides education on client and class etiquette to Leader Dog stakeholders.
• Collaborates with the Facilities team on client needs for optimal learning and client experience.
• Performs additional duties as assigned.

EDUCATION AND EXPERIENCE

Bachelor’s degree and a minimum of 3-5 years of related experience required. Knowledge of curriculum development, social work or working with people with disabilities preferred. An equivalent combination of experience and education may be considered in lieu of a bachelor’s degree. Prior supervisory experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong background in client service provision.
• Ability to implement continuous quality improvement based on feedback from stakeholders.

• Ability to work a flexible schedule that may include evenings/weekends.
• Possess excellent oral and written communication skills, computer skills that include ability to use Microsoft Office, as well as strong organizational skills, and have acuity with detail.
• Ability to work well under pressure, handle multiple priorities and meet deadlines.
• Ability to work independently with little or no supervision.
• Possess sound business judgment, exercise professional conduct, understand and follow business ethics and standards, and maintain a high level of confidentiality in all duties.
• Possess a valid drivers license and ability to travel without restrictions as need.
• 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.).
• Ability 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 a supervisor.
• CPR certification and health related training needed, adherence to all applicable safety and health policies and procedures required.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, they will be regularly required to stand, walk, reach with hands and arms, climb or balance, talk or hear. They are frequently required to stand, sit, use the phone and drive. They must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.

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