FLSA STATUS: Non-Exempt
Under general supervision, performs work of moderate difficulty in directing and coordinating the client service, animal intake/re-homing/surrender prevention and administrative activities of a division or area of expertise; performs related work as required.
DISTINGUISHING FEATURES OF THE CLASS
An employee in this class coordinates and performs client service, animal intake/re-homing/surrender prevention and administrative work to support division activities. This position acts as a lead worker for employees to assure that office support services, policies and procedures meet the requirements of the division and reflect best practices. Human and Animal relations skills are based on effectiveness empathy and good judgment. Client consultation skills are based on knowledge of issues/trends impacting Animal Welfare, Animal Control, animal handling/behavior, etc. General supervision is received from a division manager, administrator or supervisor.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The list of duties and responsibilities is illustrative only, and is not a comprehensive listing of all the duties and responsibilities performed by positions in this class.
• Performs lead worker duties (e.g. training new/current staff, scheduling, providing input to supervisor on new hires, employee performance, etc.)
• Ensures completion of work by front office staff
• Inspects work of front office staff for completion and adherence to department standards
• Maintains strong relationship with animal caretaker staff to streamline operations, improve customer service, and keep animal lengths of stay as short as possible
• Spends time with and remains updated on animals in the facility; ensures front office and other key staff remain informed of animal attributes and current status to make the best possible match/recommendation/placement
• Assists Caretaker staff and remains well versed in animal handling, exercise, enrichment, body language and behavior
• Stays informed of trends and best practices impacting animal welfare, animal control, animal sheltering, adoption, etc. and makes recommendations accordingly
• Coordinates and oversees all customer service for the department including: facilitating adoptions, stray intake & processing, owner relinquishments, reclaims, spay/neuter program, post-adoption rabies appointment scheduling, post-adoption follow-up, etc.
• Reviews adoption/relinquishment applications and paperwork,
• Performs intake and consults with clients in order to educate on a topic and/or clarify information
• Makes decisions to approve or deny adoption based on department policy
• Answers questions from the public received via phone, electronically or in-person
• Answers complex inquiries by providing information that requires interpretation and familiarity with divisional policy, procedure and operations;
• Interprets policies and procedures and makes determination based on relevant data
• Handles complex client complaints
• Coordinates and oversees information and services aimed at preventing animal relinquishment and keeping animals in their current homes such (i.e. low cost veterinary care, re-homing assistance, etc.)
• Coordinates and oversees information and services aimed at returning animals to their owners and/or re-homing animals in the field such as: maintaining lost/found report database and guidelines, rabies certificate scanning/verification, marketing strays, researching third party lost/found pet sites, tracking microchips/ID, completing microchip registrations, etc.
• Assists with developing written policy, procedure and process documentation for related area and makes recommendations aimed at improving client service and/or front office operations
• Maintains shelter database and ensures high level of accuracy and completeness with data entry and record keeping
• Supervises volunteers recruited to assist with front office and/or customer service duties
• Processes transactions
• Creates, collects, compiles, photocopies, assembles and distributes materials for informational packets/educational handouts
• Orders shelter food and supplies as needed
• Issues licenses and maintains logs and files related to Pet Population Fund, tag issuance, fees, municipal billing, intake/adoption, etc.
• Handles cash and performs Account Payable and Account Receivable duties
• Assists with accounts payable functions of the department
• Screens, sorts and stores in-kind donations dropped off in the front lobby/office
• Screens telephone calls, emails, mail, and/or visitors
• Files documents alphabetically, numerically, or by other prescribed methods
• Maintains regular attendance and punctuality
NON-ESSENTIAL DUTIES AND RESPONSIBILITIES
• Adjusts work assignments and schedules in the event of an emergency to participate in emergency preparedness, response, and recovery activities as assigned
• Depending on assignment may maintain required emergency management training, licensure and/or certifications
• Performs other related duties as required or assigned within job classification
Knowledge of :
• Issues and best practices impacting animal welfare, animal sheltering, animal control, adoption, etc.
• Basic animal behavior, body language and positive reinforcement training methods
• Responsible pet ownership and pet care
• Leadership principles
• Business English, grammar, spelling and punctuation
• Standard office practices, procedures, and equipment
• Applicable federal, state, and local laws, rules, regulations, codes, and/or statutes
• Providing humane care for animals
• Taking initiative and working with minimal supervision and direction
• Low-stress handling of animals of varying species
• Identifying animal species, breed, and markings
• Proficiently performing work on computers including intermediate skill in utilizing Microsoft Office, spreadsheets, databases, email, Internet, social media, etc.
• Maintaining professionalism at all times and in all situations
• Objectively assessing and communicating adopter eligibility, observed animal behavior, etc.
• Performing numerical calculations, obtain totals and balances and verify information
• Promoting teamwork and accountability among subordinates and across units
• Verbal and/or written communications
• Dealing effectively with others
• Applying an acquired knowledge of procedures, rules, regulations, and services of office to which assigned
• Listen and ask probing questions in order to determine a clients’ needs, clarify details and/or gather information
• Manage projects and multiple priorities simultaneously without sacrificing work quality
• Remain courteous and objective despite differing personal opinion
• Monitor, prioritize and assign work
• Learn, retain and communicate a wide variety of information
• Utilize knowledge and training to make sound judgement calls
• Establish and maintain effective working relationships with department and division staff, volunteers, other County departments, vendors, etc.
• Communicate and use interpersonal skills to interact with coworkers, supervisors, the general public, etc. to sufficiently exchange or convey information and to receive or give work direction
• Ensure compliance with applicable federal, state, and local laws, rules, and regulations and statutory requirements
• Provide leadership to effectively resolve issues, respond to emergencies, and de-escalate situations as necessary
• Work comfortably with animals of varying species, health and temperament
• Draft and maintain well-written, well-documented and accurate records and notes
• Convey excellent oral and written communication
• Work effectively and maintain professionalism under stress
• Maintain confidentiality
EDUCATION and/or EXPERIENCE
Completion of a High School Diploma or General Equivalency Diploma equivalent, one (1) year of animal science or related course work; two (2) years of experience providing customer service in an animal shelter, animal hospital or similar environment; and three years of paid or volunteer experience as an adoption or intake counselor for a shelter or rescue organization;; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mostly Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
However, while performing the duties of this job and assisting in other areas, the employee may be required to walk, reach with hands and/or arms and lift up to 50 lbs.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment for this position will involve some administrative work and will includes working with loud animals on concrete floors and being exposed to unfavorable odors. Will be subject to animal bites and/or scratches.
CERTIFICATES, LICENSES, REGISTRATIONS
This position requires a valid Illinois driver’s license.