Community Support Coordinator

Position Title: Community Support Coordinator

Department: Operations - Pet Wellness

Position Summary :

The Community Support Coordinator supports the day-to-day delivery of Nebraska Humane Society’s community programs by coordinating intake, screening, resources, program logistics, grassroots outreach, and data collection.

Under the direction of the Community Support Manager, the Coordinator serves as a primary point of intake for pet owners seeking community program resources. The Coordinator gathers information, identifies needs and barriers, screens requests according to established program guidelines and available resources, coordinates approved assistance, and maintains accurate documentation and program data.

This position supports programs including, but not limited to, the Pet Food Pantry, Forever Home Program, AniMeals, Project Pet Safe, and other community-support, pet-retention, and access-to-care initiatives. Through direct program coordination and grassroots outreach, the Coordinator identifies recurring barriers, unmet needs, and community trends and communicates that information to the Community Support Manager to inform program development and organizational response.

Success in this role requires a genuine commitment to serving both ends of the leash, recognizing that meaningful animal welfare work requires understanding, respecting, and supporting the people connected to the animals we serve.

Essential Job Functions

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees are required to perform other job-related duties as assigned by their supervisor or lead veterinarian. This document does not create an employment contract, implied or otherwise, and does not alter the “at-will” relationship.

Program Intake & Case Coordination

• Approach eligibility screening with curiosity rather than judgment, gathering only the information necessary to understand the need, determine eligibility, and appropriately steward available resources.
• Serve as a primary point of intake for individuals requesting assistance through NHS community programs.
• Serve as a primary point of intake for pet owners requesting assistance by conducting a needs assessment to understand their circumstances, identify barriers, and determine appropriate resources and support.
• Screen and vet requests according to established eligibility criteria, program guidelines, available resources, and funding requirements.
• Obtain and verify required information and documentation necessary to determine eligibility and coordinate assistance.
• Coordinate approved services, referrals, appointments, distributions, and other program resources according to established procedures.
• Maintain accurate case documentation, including requests, eligibility, resources provided, referrals, follow-up, and outcomes.
• Track open requests and cases to support timely follow-through and appropriate closure.
• Recognize complex, sensitive, high-risk, or unusual circumstances and escalate them to the Community Support Coordinator Manager for additional assessment or support.
• Explain program requirements, decisions, and available alternatives compassionately and clearly, particularly when NHS is unable to fulfill a request.

Program Operations & Resource Coordination

• Coordinate the day-to-day administrative and operational needs of NHS community programs.
• Maintain program applications, forms, schedules, records, resource materials, and other required documentation.
• Coordinate program supplies, materials, distributions, deliveries, appointments, and other logistical needs.
• Monitor inventory and communicate resource, supply, and operational needs to the Community Support Manager.
• Follow established SOPs, eligibility guidelines, grant requirements, and program procedures to promote consistent and equitable use of NHS resources.
• Coordinate volunteers and interns supporting program activities as assigned.
• Assist with implementation of new or updated program processes, resources, and initiatives as directed.

Grassroots Outreach & Community Engagement

• Conduct grassroots outreach to increase awareness and accessibility of NHS programs and resources.
• Participate in community events, resource fairs, neighborhood activities, distributions, and other outreach opportunities.
• Share information about available programs and help community members understand how to access NHS resources.
• Maintain awareness of available community resources to appropriately direct individuals when needs may be better served by another organization.
• Identify neighborhoods, populations, or community spaces where additional outreach or resources may be needed.
• Gather community feedback and observations and communicate identified barriers, needs, and opportunities to the Community Support Manager.

Data Tracking & Reporting

• Accurately collect and maintain program intake, eligibility, service, referral, resource distribution, and outcome data.
• Track program participation, service utilization, inventory, and other established program metrics,
• Compile routine program data and information for review by the Community Support Manager.
• Identify and report recurring requests, unmet needs, service gaps, operational challenges, and emerging community trends.
• Assist with collecting and organizing documentation needed for grant reporting, program evaluation, and organizational reporting.
• Maintain timely and accurate information within applicable databases, spreadsheets, and tracking systems.

Qualifications

• Associates degree preferred. High school diploma or equivalent required; additional education or relevant experience in human services, nonprofit services, animal welfare, community outreach, case coordination, or a related field preferred.
• Minimum of one year experience with intake, case coordination, eligibility screening, resource navigation, community programs, customer service, animal welfare, or related work preferred.
• Ability to gather and evaluate information, identify needs, and consistently apply established eligibility and program guidelines.
• Strong organizational skills and attention to detail with the ability to manage multiple cases, requests, and priorities.
• Strong interpersonal and communication skills with a compassionate, respectful, and culturally responsive approach.
• Ability to maintain confidentiality and appropriate professional boundaries when working with sensitive information.
• Ability to recognize situations requiring escalation and appropriately involve the Community Support Manager when necessary.
• Ability to recognize patterns and clearly communicate needs, barriers, and observations to leadership.
• Comfortable participating in grassroots outreach and working in both shelter, clinic, and community settings.
• Proficiency with Microsoft Office and ability to learn organizational databases and tracking systems.
• Bilingual English/Spanish preferred.
• Valid driver’s license.

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions within the work environment.

• Minimum of 40 hours per week; hours may exceed 40 during peak operational periods.
• Must be available to participate in a rotating on-call schedule and respond to after-hours emergency calls as needed.
• Must be able to work weekends, holidays, and emergency situations as needed.
• Noise levels may vary; barking or vocalizing animals are common.
• Exposure to animals of unknown temperament, zoonotic diseases, cleaning chemicals, anesthetic gases and medical waste are common
• Ability to work in both indoor and outdoor environments with varying temperatures and weather conditions.
• Ability to work around animals without severe allergic reactions.
• Work in an emotionally demanding environment requiring compassion, resilience, adaptability, and professionalism.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Nebraska Humane Society provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, such as a veteran, or any other protected category, in accordance with applicable federal, state, and local laws.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.