Pet Resource Counselor

Job Description

Job Description

Description:

Every pet deserves a good life. We save the most vulnerable animals and enrich the lives of pets and people. Our mission is made possible with the hard work of our valued employees. We offer a friendly, professional work environment with a culture that promotes innovation, compassion, and excellence.

Job Title: Pet Resource Counselor 

Department: Community Support

Position Status: Full-time, Non-Exempt 

Reports To: Community Support Manager 

Schedule: Tuesday – Saturday, 9:00 AM – 6:00 PM (40 Hours per week) 

Starting Pay Range: $17.50- $20.25 per hour (Based on experience)

POSITION SUMMARY:

The Pet Resource Counselor creates a welcoming, supportive experience for adopters, pet owners, and community members seeking assistance. Rotating between the Adoption Center, Animal Services (SNIP), Warehouse (Giveaways), and fieldwork, this role ensures seamless support across adoption and outreach services. Key responsibilities include counseling adopters, processing adoptions, and assisting with rehoming, veterinary aid, and spay/neuter access. The counselor also responds to helpline inquiries, emergency assistance requests, and participates in community events. A nonjudgmental, strength-based approach is essential, along with strong customer service skills, multitasking ability, and knowledge of animal care and humane handling.

DUTIES & RESPONSIBILITIES  

Including but not limited to:

Adoptions & Animal Placement

• Counsel adopters to ensure a successful match, providing thorough pet behavior and care education using a nonjudgmental, strength-based approach. 
• Process adoptions, returns to owners, and transfers, ensuring all records are complete and accurate. 
• Assist guests in the kennels and cattery, ensuring safe interactions. 
• Answer community inquiries about adoption, rehoming, and pet behavior resources. Returning voicemails and replying to general inbox inquiries promptly.
• Assist in maintaining an organized front desk and lobby. 
• Monitor and document animal health concerns, stress, or behavioral issues. 
• Train and collaborate with volunteers to support adoption and animal care efforts. 
• Accept and sort donation drop-offs, ensuring they are appropriately stored or distributed. 
• Represent BRHS at adoption and community outreach events. 
• Work cooperatively with volunteers to provide quality care, enrichment, and socialization for the animals in our care. Guide volunteers in their tasks to ensure the animals receive consistent and enriching care. 
• Participate in adoption and community outreach events when needed. 
• Always represent Blue Ridge Humane Society in a professional and friendly manner: in appearance, demeanor and following the behavior expectations for an Adoption Counselor. 
• Performs other duties as assigned. 

Community Support

• Greet clients, check in SNIP appointments, handle pet transport, and provide post-op education. 
• Operate a 15-passenger van for animal transport, ensuring safe handling and secure crating of animals. 
• Assist in scheduling clients, handle payments, providing appointment reminder phone calls, verify vaccine history etc.
• Assist with giveaway events, including pet food and supply distribution. 
• Use a strength-based approach when working with pet owners, ensuring they feel empowered and supported in keeping their pets. 
• Process vet assistance requests, ensuring appropriate allocation of funds. 
• Support the rehoming program by assisting pet owners in marketing their pets and connecting them with resources. 
• Assist with the Meals on Wheels Pet Pals program by delivering pet food and supplies and coordinating wellness visits. 
• Return messages on the Community Support Helpline and update phone logs. 
• Assist with lost pet reunification efforts through guidance and resource connection. 
• Oversee scheduling of SNIP appointments, ensuring at least two weeks' advance scheduling and working proactively to minimize no-shows. 
• Collaborate with Henderson County Sheriff’s Department and other local partners as needed for community support initiatives. 
• Participate in public education and outreach events, including school and community presentations. 

General Responsibilities

• Represent BRHS professionally at all times. 
• Other duties as assigned. 

Work is evaluated by periodic checks for overall effectiveness and results achieved. Written evaluations are done at the end of the initial probationary period and annually thereafter on the anniversary date. The executive director sets operational guidelines, which are presented in the Employee Handbook and department Standard Operating Procedures.? 

Requirements:

 

QUALIFICATIONS, WORK ENVIRONMENT, & PHYSICAL DEMANDS:  

To perform this job successfully, an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Qualifications 

• High school diploma or equivalent preferred. 
• Experience in customer service, social services, animal welfare, or a related field preferred. 
• Knowledge of proper animal handling and restraint techniques. 
• Strong organizational, interpersonal, and customer service skills. 
• Excellent verbal, written, and problem-solving skills. 
• Ability to work independently while also contributing effectively as part of a collaborative team. 
• Proficiency with Microsoft Office applications and the ability to learn additional software systems. 
• Ability to establish and maintain positive working relationships with staff, volunteers, donors, clients, and members of the public. 
• Ability to interact professionally and compassionately with individuals from diverse backgrounds. 
• Demonstrated sound judgment, professionalism, and the ability to maintain confidentiality. 
• Ability to effectively de-escalate challenging situations and interact tactfully with upset or emotional individuals. 
• Highly motivated, dependable, self-directed, and able to prioritize multiple responsibilities in a fast-paced environment. 
• Demonstrated commitment to excellent attendance and punctuality. 
• Conversational Spanish is a plus. 
• Must support and uphold Blue Ridge Humane Society's mission, vision, and values. 
• Must enjoy working with both animals and people and contribute positively to a collaborative workplace culture. 

Work Environment 

• Regular interaction with animals of varying sizes, temperaments, and medical conditions in a busy, often noisy environment. 
• Frequent interaction with staff, volunteers, donors, clients, and the public. 
• Work is performed both indoors and outdoors and may involve exposure to varying weather conditions and temperatures. 
• This position may involve exposure to animal-related allergens, zoonotic diseases, cleaning chemicals, and other biohazards common in an animal welfare environment. 
• This is an essential position supporting animal care operations and may require scheduled work on holidays or during emergency situations, including inclement weather. 

Physical Demands 

• Ability to stand, walk, bend, stoop, kneel, crouch, crawl, and sit for extended periods throughout the workday. 
• Ability to safely lift, carry, push, and pull up to 50 pounds and maneuver large or cumbersome objects. 
• Ability to safely handle animals of varying sizes and temperaments using appropriate restraint techniques. 
• Ability to perform repetitive movements, including reaching, grasping, and operating standard office equipment. 
• Ability to work safely with cleaning and disinfecting products while following established safety procedures. 

Must be willing to give permission for a background check and a DMV report. Must possess a valid, unrestricted driver’s license with a driving record acceptable by Blue Ridge Humane Society’s insurance carrier. May be asked to submit to drug testing during employment.