Our Culture
We believe in harnessing the power of diversity to create a culture of belonging where all
individuals are celebrated and valued for their unique ideas, perspectives, and strengths as a
means to achieving personal excellence and organizational success.
Our Values
Lead the Pack: Commit to excellence in all we do
Be the Person Your Dog Thinks You Are: Demonstrate integrity to build trust
Work Together, Wag Together: Achieve shared goals while having fun
Keep our Dogs in a Row: Steward all resources efficiently and effectively
Unleash the Power of Diversity: Foster a diverse, equitable, and inclusive organizational
culture
The Purpose of Your Role
The Client Services & Training Manager (CST Manager) provides leadership for the program
responsible for custom-training assistance dogs and partnering them with clients in need. The
CST Manager leads the implementation of strategies and service dog training standards and
empowers the team to maximize client-dog team success by overseeing the client-dog team
matching process, client training, and graduate services. Ensures Assistance Dogs
International (ADI) and Animal Assisted Intervention International (AAII) training standards
and Colorado’s Pet Animal Care Facilities Act (PACFA) regulations are adhered to and
maintained. Reports to the Deputy Director of Operations and oversees a team of six
professional Assistance Dog Instructors and seven Client Services team members.
The Skills You Bring
● Inspirational leadership
● 4+ years of experience effectively managing a team and program
● 3+ years of experience working in the human services industry
● Demonstrated expertise in disability awareness
● Proven track record of strategic program development and management
● Effective communicator
● Ability to lead in a changing environment
● Innovative problem-solving skills
● Knowledge of animal assisted therapy and positive reinforcement dog training
techniques preferred
● Knowledge of canine behavior and learning theory preferred
● Proficiency in Client Relationship Management (CRM) programs and Microsoft
applications, Salesforce preferred
The Work You Will Do
Leadership
● Create a dynamic work culture that reflects FSD values and support the team in providing
an inclusive environment for FSD clients.
● Empower staff by providing information, tools, and skills needed to meet organizational,
programmatic, and individual goals.
● Provide leadership to the Client Services & Training team that includes seven Client
Services team members and six Assistance Dog Instructors
● Foster an environment of collaboration and teamwork
● Build and maintain strategic relationships with industry leaders, nonprofit partners, policy
makers and leading experts.
● Serve as a leader in effective interaction and communication with individuals with
disabilities.
● Develop and monitor client services & training budget and manage resource allocation.
Client Services Program
Develop and lead implementation of strategies in client recruitment, client acceptance, client
training, and lifetime support designed to maximize client-dog team success.
● Provide direction to client services staff for client outreach and recruitment in order to
cultivate and maintain relationships with government entities, health care providers and
community organizations and increase diversity of clients.
● Oversee the client application and interview process to ensure suitability of accepted
clientele, timely processing, and effective communication.
● Support the management of the client waitlist and the matching process between clients
and assistance dogs.
● Work with client services staff to provide effective client placement classes and ensure
clients’ effective handling and care for their assistance dog in ways that meet the physical
and emotional needs of both the clients and the dogs.
● Work with client services staff to provide education on reporting and public access test
requirements, financial responsibilities, and expectations as per their contract with FSD, as
well as education on the American with Disabilities Act, Air Carrier Transportation Act and
other regulations concerning access and legal rights of service dog owners. .
● Work in coordination with the Dog Training team to provide custom cue training to clients.
● Work with client services staff to conduct public access testing upon conclusion of client
training.
● Work with Client Field Trainers to provide client-focused post-graduate training to ensure
successful long-term client dog partnerships.
● Directly support clients through issues as needed to ensure the well-being of both the
client and the dog
● Work with client services staff to ensure communication with graduates adheres to ADI
and AAII standards, and ensure monthly and annual reports are submitted in a timely
manner.
● Work with client services staff to implement strategies designed to increase re-certification
of clients, including public access tests, throughout the life of the assistance dog.
● Work with the Director of Communications to coordinate clients participation in marketing,
public relations, and events.
Adult Dog Training Program
Support the success of the Assistance Dog Instructors as they provide custom-training to the
adult dogs nearing placement as a Service Dog or Therapy Dog.
● Work with the Director of Operations and the Deputy Director of Operations to create
strategic direction for the adult dog training programs.
● Manage and provide leadership to dog training staff; assess skills and develop continuing
education plans to ensure trainers are developing professionally.
● Work with other Program Managers to maintain consistency in training standards that align
with neonate and puppy development.
● Review Behavior Checklist (BCL) evaluations for dogs in training and maintain working
knowledge of dogs in the program in order to best support staff and the client-dog
matching process
● Lead team meetings to brainstorm training solutions and to determine when a dog is
released from training and/or eligible for a Skilled Companion placement
● Communicate with IFT Kennel department & Animal Health department regarding the
behaviors of dogs in kennel spaces and ongoing health needs
● Ensure training process effectively trains dogs in tasks and skills that meet the needs of
clients.
● Participate in staff meetings, dog training outings, professional development and
community engagement activities as needed
Data Collection & Reporting
● Ensure client data and training data and documentation is entered into Salesforce by team
members in a timely manner
● Use Salesforce to manage client services staff workflow including processing of
applications, matching process, required reporting and contacts, client training, and
graduate lifetime support.
● Ensure implementation, data collection and data analysis of evaluation tools designed to
measure the impact of assistance dogs on clients.
● Provide reports to Leadership and Board of Directors as requested.
Other
● Represent FSD at community events, participate in presentations and conduct
demonstrations as needed.
● Provide client services support to development for donor cultivation and stewardship.
● Work with client services staff to ensure Organization, Assistance Dogs International
(ADI), and Animal Assisted Intervention International (AAII) standards are adhered to by
staff.
● Monitor and share new developments and practices affecting FSD clients, dog training, and
in the animal-assisted intervention.
● Work with Volunteer Manager to ensure sufficient volunteers for client services and
training program.
● Serve as an advocate on issues affecting FSD clients.
● Participate in professional development related to mental health, veterans, issues effecting
FSD clients, and dog training.
● Assist with dog care, kennel care and cleaning as needed.
● Drive company vehicles to transport dogs and for other Organization needs.
● Any other duties that may be assigned.
Supervisory Responsibility
This position supervises seven Client Services employees and six Assistance Dog Instructors
and carries out supervisory responsibilities in accordance with the organization’s policies and
applicable laws. Responsibilities include interviewing, hiring and training; planning and
directing work; appraising performance; rewarding and disciplining; addressing complaints
and resolving problems.
Work Environment
This job operates in both a professional office environment and in dog kennels and
surrounding areas. The noise level in the office work environment is usually moderate to high.
The noise level in dog kennels environment can be loud. The location is a non-smoking
environment.
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.
While performing the duties of this job the employee is regularly required to be very physically
active which includes handling dogs up to 80 lbs. The employee is frequently required to
stand, bend, stoop, kneel, crouch, crawl and perform a variety of physical motions with his or
her hands, arms, shoulders, and legs to care for and train dogs. The employee is often on her
or his feet and is often required to walk; escort visitors or volunteers in or around the kennel
areas; and climb or balance. The employee is to communicate regularly with others. Employee
must be able to manipulate and use all equipment and tools necessary to care for dogs,
including leashes, medicines, locking mechanisms, and dog toys. The employee must have the
ability to rapidly use computer equipment, printers, copy machine, and other general office
machines.
Occasional driving in organization vehicle is expected. Valid drivers license and car insurance is
required.
Position Type and Expected Hours of Work
This is a full-time, exempt position consisting of approximately 40 hours of work per week.
This position will require occasional evenings and/or weekends to assist with client needs.
Work occasionally requires more than 40 hours per week to perform the essential duties of the
position; may require irregular hours to accommodate unforeseen demands outside of regular
hours.
Travel
Local travel, such as travel to graduates’ homes, outreach, and fundraising events is expected.
Occasional out of state or in-state travel may be required due to client or organization needs.
Required Education, Experience and Competencies
● Bachelor’s degree in animal assisted intervention, social work, behavioral science, applied
animal behavior, applied psychology, or related field.
● Minimum of four (4) years of experience effectively managing a team and program
● Minimum of three (3) years of experience working in the human services industry
● Experience with program development and management.
● Demonstrated expertise in disability awareness.
● Proficiency in Client Relationship Management (CRM) programs.
● Proficiency in Microsoft applications (Excel, Word, PowerPoint).
Preferred Education, Experience and Competencies
● Master’s degree in animal assisted intervention, social work, behavioral science, applied
animal behavior, applied psychology, or related field.
● Advanced knowledge of positive reinforcement training techniques.
● Advanced understanding of canine behavior and learning theory.
● Proficiency in training adult learners with disabilities.
● Proficiency in Salesforce CRM.
Equal Opportunity Employment
Freedom Service Dogs is dedicated to the principles of equal employment opportunity in any
term, condition, or privilege of employment. We do not discriminate against applicants,
clients, graduates, or employees on the basis of race, color, creed, national origin, sex, age,
religion, marital status, sexual orientation, gender identity or expression, veteran status,
physical or mental disability, or any other status protected by state or local law.