Lead Admissions Counselor

STARTING HOURLY RATE: $19.50

Spanish-speaking differential: Additional $1.00 per hour for employees who demonstrate and maintain Spanish language proficiency and are willing to use this skill for Wayside Waifs' business purposes.


SCHEDULE: Full-Time, Tuesday - Saturday, 8am-5pm or 9am-6pm

POSITION SUMMARY

It is the primary responsibility of the Lead Admissions Counselor to ensure that all aspects of the animal intake process are handled in a smooth, friendly, and efficient manner, while providing exceptional customer service and compassionate counsel to members of the public when surrendering their pets. This position requires direct animal handling and the ability to perform all intake procedures including blood draws, vaccines, and other necessary intake activities.

Reporting to the Admissions Manager, the Lead Admissions Counselor works with the team to achieve overall operational goals for the organization. Additionally, this person will support the Admissions Manager in strengthening relationships with transfer partners through communication and respect, while assuming additional duties and leadership responsibilities.

PRIMARY ACCOUNTABILITIES

• Ensure that all animals are provided the highest level of care, are treated with respect and compassion, and that all job functions are consistently performed at a high standard.
• Ensure smooth and efficient flow of the animal intake process by:

1. Processing all intake surveys, assessing the animal's adoptability and scheduling appointments.
2. Coordinating and executing shelter-to-shelter transfers.
3. Demonstrating a high level of communication with the Admissions Manager and other teammates.

• Establish and demonstrate effective working relationships with the public and co-workers, animal control, volunteers, and transferring partners.
• Ensure the public has a positive experience when surrendering an animal to Wayside Waifs by delivering exceptional and knowledgeable customer service.
• Attend and complete required training to enhance knowledge and animal handling skills.
• Comply with all Wayside Waifs' policies and best practices, including a high standard of dependability for punctuality and attendance.

PRIMARY TASKS & DUTIES

• Support the Admissions Manager by providing direction and leadership as needed to the team.
• Participate in the Manager on Duty rotation and assume responsibilities included.
• Communicate professionally with other organizations to help coordinate animal transfers.
• Communicate with volunteers to obtain support for tasks, such as transfers or kennel cleaning.
• Maintain animal flow into the facility through coordination and regular communication with the department manager and other members of the Operations and Animal Welfare team.
• Work in unison with the Foster Coordinator regarding intakes requiring in home care versus in shelter care.
• Consistently respond to Admissions email and Owner Surrender applications within 24-48 hours.
• Impound all animals and document preliminary behavior and medical status observations of canines and felines and enter in shelter software platform ensuring the integrity, accuracy, and completeness of incoming animal records.
• Provide counsel and information to the public about all shelter services, policies and procedures, and community resources available for their pet.
• Assist with transfers including travel to other shelters to acquire animals, load and unload crates, disinfect crates and vehicle.
• Collaboratively communicate on the transport program with transport partners and applicable shelter departments in tandem with the Admissions Manager, taking initiative when the Admissions Manager is not available.
• Perform special assignments and other duties as assigned.

ESSENTIAL FUNCTIONS/ KEY COMPETENCIES

• Safe, humane animal handling skills.
• Exceptional customer service.
• Ability to prioritize tasks, multi-task and manage time wisely as required for success in the position.
• Ability to coach and counsel the public with compassion during stressful situations.
• Ability to complete all intake items for each type of animal, including, but not limited to vaccinations, and blood draws.
• Ability to coach or teach procedures and policies to the team.
• Ability to communicate effectively and professionally with co-workers, management and the public while demonstrating an upbeat, team-oriented and positive attitude.
• Ability to perform clerical duties such as data entry, answering a multi-line phone system, returning phone calls, filing, making copies, etc.
• Coordinate with other departments as needed.

Requirements

POSITION REQUIREMENTS

Experience

• General computer experience required.
• Demonstrated experience working effectively with people in a variety of high-stress situations.
• Experience reading animal body language is a benefit. Position handles dogs, cats and small mammals which requires a basic understanding of animal behavior.
• Previous animal handling, shelter experience and/or knowledge of shelter transport programs preferred.

Physical

• Must be able to lift 50lbs to waist height and push and pull a force (i.e. pushing water with the squeegee).
• Repetitive bending, kneeling, stooping and similar movements required
• Must be able to physically restrain and handle animals weighing up to and including 100 lbs.
• Able to work with exposure to wet and/or humid conditions and outside weather conditions.
• Significant amount of standing during a typical day, exposure to fumes, animal smells and airborne particles.
• The noise level is moderate to high.
• Exposure to animal waste.

Education

• High School diploma or GED
• Bilingual (English and Spanish) preferred but not required