Community Support Specialist (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.

The Pet Support Services team plays an essential role in the intake of dogs and cats into the care of the Richmond SPCA. The Community Support Specialist along with Pet Support Counselors provides compassionate solutions-focused support to community members facing challenges that may impact their ability to care for their animals. This role centers on crisis intervention case management and client support with the goal of keeping pets with their families whenever possible.

Essential Functions

• Serve as a primary point of contact for community members seeking assistance with pet-related challenges; provide compassionate non-judgmental support in person by phone and via email
• Utilize a trauma-informed approach to support community members who need shelter diversion/pet retention resources or surrender/crisis support services
• Connect clients with Richmond SPCA programs and external community resources (e.g. pet food banks low-cost veterinary care behavioral support temporary housing); continuously research update and maintain lists of available resources
• Provide ongoing case management including assessments follow-ups and outcome tracking while maintaining accurate and detailed records of client interactions and case progress
• Facilitate the animal intake process for surrender and/or crisis support clients
• Maintain ongoing communication with clients receiving surrender and/or crisis support during their service period
• Partner with the Foster Care team to identify appropriate foster care providers for crisis boarding placements and ensure ongoing communication between departments for clarity consistency and continuity of care
• Collect detailed behavioral medical and background information about animals in need of surrender or crisis support services
• Handle (leash-walking lifting and carrying) and restrain dogs cats and small mammals; placing and securing animals in carriers/kennels
• Perform basic diagnostic and treatment tasks after appropriate training (administration of vaccines de-wormer and microchips; drawing blood using needles) for dogs cats and small mammals of various sizes temperaments and medical history
• Enter animal data thoroughly and accurately into shelter database software
• Report any pet medical and behavioral concerns or observations to veterinary staff and/or behavior and training teams for monitoring
• Perform general cleaning restocking and upkeep of workspace as well as sweeping dusting mopping taking out the trash and restocking files and other supplies; notify appropriate personnel when supplies are running low
• Complete special cleaning projects and side duties as needed
• Attend and participate in all required trainings and meetings
• Assist other colleagues on the Pet Support Services team as needed
• Maintain open and regular communication with the Manager of Pet Support Services and Assistant Manager of Pet Support Services
• Perform other job-related duties as assigned

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 and to utilizing reward-based positive reinforcement (R) training methods
• Effective professional and empathetic communication (written in-person and by phone) with community members volunteers and all Richmond SPCA employees
• Attitude that contributes to a welcoming accessible compassionate and respectful atmosphere
• Have previous customer service experience and proven ability to satisfactorily resolve customer service issues
• Maintain confidentiality as requested
• Ability to multi-task take and follow directions and adapt to and productively accommodate changing demands all with excellent attention to detail
• Punctuality and reliability are essential as well as good time management and prioritization skills
• Resourcefulness and ability to work independently and as part of a team in a mature professional and productive capacity
• Basic computer skills and ability to learn new computer systems; experience using Microsoft 365 DaySmart Vet and PetPoint is a plus
• Bachelors of Social Work (BSW) or Masters of Social Work (MSW) and/or relevant professional social work preferred
• 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

• Daytime availability weekend availability preferred but not required
• Ability to work in a high volume fast-paced environment
• Comfort handling/learning to handle dogs cats and small mammals including fearful or fractious animals
• Ability to travel several hours for transfers and community outreach efforts (driving a large company vehicle or as a passenger)
• Have a valid drivers license and clean driving record (few or no violations)
• Reliable transportation including during inclement weather conditions
• Be 18 years of age or older
• Educational or professional experience in social work psychology sociology human services or other related fields

Physical Job Requirements

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

Work Environment

• Potential for animal bites and scratches and diseases that are zoonotic (can be transmitted from animals to people)
• Supportive collaborative team environment that encourages and celebrates creativity and resourcefulness

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.