Pet Support Coordinator

Job Description

Job Description

Operation Kindness Humane Societ y is seeking a Pet Support Coordinator to join our team! Operation Kindness is a pioneer in Texas for assisting animals in need of veterinary care, companionship and most of all, a home.

We provide a fun and rewarding work environment with excellent benefits. Spanish speaker a plus! Hourly employees receive time and a half pay if scheduled to work on 10 company designated holidays.

REPORTING RELATIONSHIP : Intake Manager

POSITION OVERVIEW : The Pet Support Coordinato r serves as the primary point of contact for pet owners seeking assistance or considering surrendering their pet to Operation Kindness. This position provides compassionate, solution-focused support by assessing each family’s needs, identifying alternatives to surrender whenever possible, and connecting pet owners with Operation Kindness programs and community resources.

As a member of the Intake Team, the Pet Support Coordinator is primarily responsible for managing pet support and owner surrender cases through the organization’s case management system from initial request through resolution. This position ensures cases are reviewed and responded in a timely manner, coordinates owner surrender appointments when necessary, and maintains accurate documentation of client communication, referrals, and outcomes. The Pet Support Coordinator works closely with the Intake Manager and cross-functional teams to balance organizational capacity while supporting pet owners through difficult situations with empathy, professionalism, and respect.

POSITION RESPONSIBILITIES :

Summary of General Responsibilities:

• Serves as the primary owner of the Intake Team’s case management system, ensuring pet support and owner surrender cases are reviewed, assigned, updated, followed up on, and resolved in a timely manner.
• Manages pet support cases from initial request through resolution, maintaining accurate documentation of client communication, resources provided, referrals, appointments, and outcomes.
• Serves as a primary point of contact for pet owners seeking assistance or requesting to surrender their pet.
• Conducts compassionate conversations with pet owners to understand their circumstances, identify barriers, and explore alternatives to surrender whenever appropriate.
• Connects pet owners with Operation Kindness programs and community resources, including pet food assistance, affordable veterinary care, spay/neuter services, behavior resources, and rehoming support.
• Coordinates owner surrender appointments in collaboration with the Intake Manager while ensuring admissions align with organizational capacity.
• Reviews owner surrender requests and ensures all required paperwork, medical records, and behavioral history are completed prior to intake whenever possible.
• Monitors open cases and conducts appropriate follow-up to ensure requests are addressed and resolved in a timely manner.
• Documents all client interactions, referrals, case notes, and outcomes accurately within organizational systems.
• Tracks intake diversion efforts and identifies trends in surrender reasons, resource needs, and case outcomes that may help improve community support programs and reduce unnecessary shelter admissions.
• Communicates relevant medical, behavioral, and ownership information to internal departments to support successful animal placement and care.
• Maintains current knowledge of available community resources and services for pet owners.
• Promptly answers and returns phone calls, emails, and voicemails while providing exceptional customer service.
• Assists with daily Intake Team operations and provides support to Intake Coordinators as needed which may be include shelter walkthroughs, animal evaluations, and entering animal intakes into Petpoint.
• Represents Operation Kindness professionally and treats all clients, community members, volunteers, and coworkers with kindness and respect.
• Performs other duties as assigned.

Summary of Essential Job Tasks:

• Excellent customer service, communication, and interpersonal skills.

• Ability to navigate difficult or emotional conversations with empathy, patience, professionalism, and sound judgment.
• Strong problem-solving skills and the ability to identify realistic alternatives based on a pet owner’s circumstances.
• Strong organizational skills with the ability to manage multiple requests, follow-up tasks, and competing priorities.
• Strong attention to detail and commitment to accurate documentation.
• Ability to enforce organizational policies while maintaining a compassionate and respectful approach.
• Ability to work independently and collaboratively as part of a fast-paced Intake Team.
• Knowledge of animal welfare, shelter operations, intake diversion, pet retention, or community resources preferred.
• Proficiency with Microsoft Office, email platforms, and database management systems.
• Bilingual English and Spanish skills preferred.

POSITION REQUIREMENTS

Education Requirements

• High school diploma or equivalent

Experience Requirements

• High school diploma or equivalent required.

• At least one year of experience in animal welfare, customer service, case management, social services, veterinary services, or a related field preferred.
• Experience managing sensitive client conversations and maintaining detailed records preferred.
• Equivalent combinations of education and experience may be considered.

Personal Requirements

• Ability to safely handle dogs and cats of varying sizes, breeds, temperaments, and medical conditions.
• Ability to lift and carry up to 40 pounds.
• Ability to sit, stand, walk, bend, kneel, and reach throughout the workday.
• Ability to work in an animal shelter environment that may include animal odors, noise, cleaning chemicals, and exposure to animal waste.
• Ability to work occasional evenings, weekends, or holidays based on departmental needs
• Working conditions : May be exposed to unpleasant odors, noises and animal feces and urine. May be exposed to bites, scratches and animal diseases.

Compensation

• Position is regular, full-time and non-exempt.
• Compensation varies.

Operation Kindness Humane Society is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics or status.

Background checks and drugs screens are part of the hiring process at Operation Kindness.