Adoption Counselor

Adoption Counselor

The Sacramento SPCA is a vibrant, well-established and respected non-profit animal welfare organization. Through our nationally-ranked high-volume spay and neuter clinic (we are ranked as one of the top 10 clinics in the country!), successful adoption program, behavior and training programs and commitment to excellent animal care, the Sacramento SPCA is giving more than shelter and saving animals, one life at a time.

The Adoption Counselor, under the direction of the Adoptions Manager, will deliver excellent service by assisting the public with specific adoption service needs, answering questions and concerns, and providing accurate information to customers. Individuals in this classification represent Sacramento SPCA philosophies and procedures to the public and are expected to maintain a positive and compassionate environment for those individuals visiting or calling the Sacramento SPCA.

Essential Job Functions:

• Deliver excellent customer service to all members of the public, staff, and volunteers.
• Works effectively in a fast-paced environment in order to minimize customer wait time and provide excellent customer service.
• Ability to multitask and to follow through on several assignments or tasks simultaneously.
• Project warmth while actively engaging with members of the public throughout the entire facility, and answer questions regarding the adoption process or specific animals.
• Answer customer phone calls and emails in a professional manner, as well as assisting members of the public in person, while seeking out opportunities to make meaningful relationships and leave positive lasting impressions.
• Proactively seek opportunities to educate customers, staff, and volunteers about animal adoption, welfare, and lifestyle considerations when choosing a species to adopt.
• Accurately utilize the SSPCA's internal data and record keeping software in order to provide transparent and relevant information regarding animal's availability for adoption and having the ability to communicate the temperaments and behaviors of these pets.
• Accurately and efficiently process all front desk paperwork to finalize adoptions.
• Show adoptable animals to potential adopters in an educational manner.
• Discuss with potential adopters the health/medical, or behavioral concerns exhibited by adoptable animals, noted either while in our care, or by surrendering parties.
• Interpret and respond quickly to the body language of animals and potential adopters in a counsel so that both parties feel comfortable and safe.
• Identify different individual animal behavioral tendencies and characteristics and be able to communicate these candidly to potential adopters.
• Provide potential adopters with tools to navigate behavioral traits specific to different breeds and species and be confident educating adopters how to work with these instincts.
• Accurately recognize and interpret body language in multiple species of animals, and be comfortable handling different species that may, on occasion, become fractious.
• Perform dog-to-dog evaluations between adopters' dogs and shelter dogs to objectively evaluate compatibility and safety, while providing education on canine communication and supporting a smooth transition for the adopted dog into the adopter's home.
• Well versed in introductions between different species of animals and be able to educate adopters on how to successfully facilitate peaceful interactions in a home environment during transition.
• Possess the ability to continuously advance compassion and remain calm when dealing with fueled or emotionally charged situations and interactions with members of the public.
• Work collaboratively within a team that is dedicated to saving lives daily.
• Handle counter transactions daily including cashier duties and record keeping.

Additional Duties and Responsibilities:

• Treat all animals humanely, with compassion and concern, and transmit these values to others.
• Diligently monitor care, changing behavior, and welfare of all in-house animals, and promptly notify appropriate staff members of any concerning changes or areas requiring attention.
• Keep records of and respond to voicemails that are left by customers on the Adoptions phone line.
• Perform efficient data entry, recordkeeping, filing, and other reception duties.
• ·Keep accurate and dependable records of discussions, behaviors, and medical concerns brought to the attention of the Adoptions Counselor.
• Assists with special events, including those held off campus, and occasional fundraising as needed.
• Must be committed to a high standard of safety and be willing and able to comply with all safety laws, as well as all of the employer's safety policies and rules. Must be willing to report safety violations and potential safety hazards to appropriate supervisory or management personnel.
• Work collaboratively with staff in different departments in a professional manner.

Requirements:

Knowledge, Skills, and Abilities:

• Ability to work effectively with the public, fellow employees, management, and volunteers, as well as other agencies and groups that work in conjunction with the SSPCA.
• Consistently advance compassion and patience towards members of the public, fellow employees, management, and volunteers.
• Must be punctual and maintain regular, predictable attendance.
• Must be able to utilize email as a primary means of communication, including the use of spreadsheets, scheduling adopted animal rechecks, and scheduling surgeries and other medical procedures.
• Type and enter data at a rate of 35 words per minute.
• Ability to read and retain instructions, short correspondences, and memos.
• Possess a valid California Driver's License with a clear driving record for at least one year prior to application.
• Basic computer skills using standard office programs such as Word and similar programs.
• Will be occasionally called upon to vaccinate, restrain animals, and administer medication or treatments.
• Open to learning and utilizing new research in animal behavior

Education and Experience:

• High school graduate or GED equivalent.
• One year experience in animal welfare
• One year experience in providing excellent customer service.
• Basic animal care knowledge, including knowledge of domestic animals in regard to breeds, behavior, appropriate care and housing, common health problems, disease symptoms and handling techniques.

Physical Requirements:

• Any allergic condition that would be aggravated from exposure or through contact with animals or chemicals used to sanitize facilities, vehicles or equipment, may be a disqualification.
• Use hands/arms for repetitive grasping, pushing, pulling, and fine manipulation. This job involves the use of computers for data entry and e-mail communication, as well as the use of telephones.
• Must stand, sit, walk, bend and stoop frequently to perform duties. Must have the ability to perform prolonged strenuous physical activity, including lifting and carrying objects weighing up to 50 pounds alone or up to 100 pounds with the help of fellow employees for short distances.

Working Conditions:

• Standard office, animal care, public, and surgical environment with exposure to hazardous chemicals, anesthetics and sharp objects.
• May be exposed to challenging behaviors from members of the public. Must be able to respond to an often times emotion-charged public and carry a fast-paced and changing workload which at times can be stressful.
• By nature of the industry, there may be occasional exposure to dead, injured, sick, unruly, vicious, and/or dangerous animals in addition to exposure to parasites and to infectious diseases.
• Must be available and willing to work such weekends, holidays, overtime, and attend mandatory training and meetings as the employer determines are necessary or desirable to meet its business needs.

Note: The statements herein are intended to describe the general nature and level of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Either employer or employee may terminate the employment relationship at any time with or without notice and with or without cause.