Pet Support Counselor (Full-Time)

Reports to Manager of Pet Support Services

The Richmond SPCA is a non-profit organization located in the heart of Richmond Virginia. As a leader in the field of animal welfare we are cultivating a community committed to saving protecting and enriching animal lives with a mission to provide education and resources to achieve and sustain a no-kill community. Annually we rescue rehabilitate and find homes for about 4000 homeless animals while also providing our region with vital safety net programs designed to keep thousands of pets in loving homes and out of shelters. Our values of collaboration creativity honesty inclusion and respect guide not only what we do but how we do it.

Pet support counselors provide pet-retention counseling and services to the community and play an essential role in the intake of dogs and cats into the care of the Richmond SPCA.

Essential Functions

• Assist individuals inquiring about pet surrender and assistance with empathy and compassion (not judgement) and partner with them to find the best solution for their unique situation
• Provide pet-retention counseling for community members by phone email and in person in a timely manner with helpful and clear information
• Facilitate the intake process for owner surrenders and transfers from partner agencies
• Drive company vehicles to complete transfer of pets from transfer partners throughout the state of Virginia and neighboring states
• Collect detailed behavioral and background information from community members surrendering animals
• Administer vaccines blood pulls and de-wormer on dogs and cats of various size temperament and medical history
• Enter data thoroughly and accurately into the PetPoint database and each pets physical file
• Report any medical concerns or observations to our Internal Veterinary Services team and any behavioral concerns or observations to our Behavior and Training team for monitoring
• Work with our awesome volunteers and respond to their questions in a professional manner
• Notify appropriate personnel when pet support services supplies are running low
• General cleaning restocking and upkeep of workspace as well as sweeping dusting mopping taking out the trash and restocking files and other supplies
• Maintain open and regular communication with the Manager of Pet Support Services Assistant Manager of Pet Support Services and Senior Director of Shelter Operations
• Assist other colleagues in the department as needed
• Complete special cleaning projects and side duties as needed
• Other job-related duties as assigned
• Attend and participate in all required trainings and meetings

Qualifications Skills and Expectations

• Alignment with the Richmond SPCAs mission to achieve and sustain a no-kill community including promoting pet adoption and spaying/neutering
• Uncompromising commitment to the wellbeing of every pet in our care
• Effective professional and empathetic customer service skills and communication (written and verbal) with the public volunteers and all Richmond SPCA employees
• Ability to multi-task follow directions (written and verbal) adapt and accommodate changing demands productively
• Computer skills and ability to learn new computer systems; knowledge of Microsoft Office Suite PetPoint and DaySmart Vet a plus
• Ability to work in a high volume fast-paced environment
• Strong work ethic reliability punctuality
• Excellent attention to detail
• Customer service experience and ability to satisfactorily resolve customer service issues
• Ability to provide productive feedback to management
• Resourcefulness and ability to work independently in a mature professional and productive capacity
• Team-oriented mindset with the ability to recognize a need for assistance and ask for help
• Strong time management and prioritization skills
• Bilingual in English and Spanish (speaking and writing) preferred but not required
• Experience working in the animal welfare or veterinary field preferred but not required

• Comfort handling and learning to handle and cats: both general handling (petting leash-walking some lifting and carrying) and restraint (drawing blood giving vaccines and placing animals in cages/carriers) are necessary on a daily basis
• Must demonstrate ability to work with needles or willingness to learn (drawing blood administering vaccines etc.)
• High degree of emotional intelligence
• Daytime weekday and weekend availability
• Able to work in a high volume fast-paced high-stress environment
• Ability to travel several hours for transfers (both driving or as a passenger)
• Have a valid drivers license and reliable transportation including during inclement weather conditions
• Be 18 years of age or older

Physical Job Requirements

• Able to routinely lift 40-50 lbs.
• Able to work around animals (including those who are sick or injured or who have behavior challenges) loud noises cat litter animal waste and various chemicals
• Able to bend and use your arms in a repetitive manner
• Able to kneel stoop and use stairs
• Able to be on your feet for an entire 8-hour shift
• Willing to work in all weather conditions
• Have physical strength to perform medical restraint animal handling and cleaning duties effectively and efficiently

Work Environment

• Supportive collaborative team environment that encourages and celebrates creativity and resourcefulness
• Rapid pace with exposure to potential hazards including animal waste and disinfectants
• High levels of noise
• Potential for animal bites and scratches and diseases that are zoonotic (can be transmitted from animals to people)

Richmond SPCA employees are eligible to become clients of our low-cost full-service Susan M. Markel Veterinary Hospital and have access to an Employee Assistance Program. Employees who average 15 hours per week are eligible for voluntary (employee-paid) benefits including accident insurance hospital indemnity and critical illness insurance. Employees who average 20 hours a week can participate in our 401(k) retirement plan and have access to paid wellness leave.

Full-time employees are eligible for insurance benefits including medical dental and vision life insurance short-term and long-term disability and paid personal leave.

The Richmond SPCA is a qualified employer for the Public Service Loan Forgiveness Program.