Pet Resource Center Coordinator

Job Description

Job Description:\n\nThe Pet Resource Center Coordinator supports IndyHumane’s animal intake and resource services by coordinating intake appointments, facilitating owner surrenders and animal transfers, maintaining accurate animal records, and providing compassionate and professional assistance to members of the public.\nThis position serves as an important point of contact for individuals surrendering or transporting animals to IndyHumane. The Pet Resource Center Coordinator gathers and documents animal, medical, behavioral, microchip, and owner information; coordinates intake scheduling; and works with Medical, Enrichment, and other shelter teams to ensure animals move efficiently and appropriately through the intake process.\nThe Pet Resource Center Coordinator also provides patrons and members of the public with information, education, and available resources in support of IndyHumane’s mission and programs. This position regularly interacts with individuals who may be experiencing stressful or emotionally difficult circumstances and must demonstrate professionalism, empathy, sound judgment, effective communication, and appropriate conflict-resolution skills.\nSuccess in this position requires strong customer service, animal-handling skills, attention to detail, reliability, teamwork, organization, and the ability to manage multiple priorities in a fast-paced and frequently changing shelter environment.\nEssential Job Functions\nAnimal Intake & Admissions\n\n Facilitate the intake of animals being surrendered or transferred to IndyHumane.\n Provide assistance and information to patrons and animal transporters arriving at the Pet Resource Center and Admissions and Reclaim Center.\n Gather necessary information regarding animals being admitted, including ownership information, medical history, behavioral information, microchip information, and other relevant records.\n Assist patrons and transporters with safely bringing animals, carriers, supplies, and equipment into the facility.\n Ensure intake procedures and established organizational protocols are consistently followed.\n Identify information or concerns requiring review by Medical, Enrichment, Operations, or other appropriate staff.\n Communicate relevant animal information promptly to appropriate departments.\n Support efficient movement of animals through IndyHumane’s intake and shelter processes.\n\nIntake Scheduling & Coordination\n\n Coordinate and maintain the Pet Resource Center intake schedule.\n Schedule surrender, transfer, and other applicable intake appointments according to established procedures and available capacity.\n Maintain accurate appointment information and communicate scheduling expectations to patrons and transporters.\n Respond appropriately to schedule changes, cancellations, urgent needs, and changing shelter capacity.\n Coordinate with appropriate departments regarding scheduled animal arrivals and anticipated intake needs.\n Help ensure intake volume and scheduling align with available organizational resources and established procedures.\n\nAnimal Records & Documentation\n\n Enter accurate and complete animal intake information into IndyHumane’s shelter management systems.\n Document surrendering-party or transporter information as required.\n Enter and maintain microchip information, medical records, behavioral information, and other relevant animal data.\n Take appropriate intake photographs of animals.\n Upload animal photographs and information into ShelterLuv or other designated shelter systems.\n Prepare and print kennel cards and other required intake documentation.\n Maintain detailed records of services, resources, and supplies provided to patrons.\n Ensure records are completed accurately and within established timelines.\n Maintain confidentiality and appropriate handling of patron, animal, and organizational information.\n\nCustomer Service & Community Support\n\n Provide professional, compassionate, and respectful customer service to patrons, transporters, and members of the public.\n Respond to Pet Resource Center telephone calls, voicemail messages, and emails in a timely and professional manner.\n Provide information and education regarding IndyHumane programs, services, processes, and available resources within established guidelines.\n Communicate intake requirements, expectations, scheduling information, and available options clearly.\n Recognize that patrons may be experiencing stressful, emotional, or difficult circumstances and respond with professionalism and empathy.\n Resolve routine customer concerns and conflicts diplomatically.\n Escalate significant, unusual, or unresolved concerns to appropriate leadership.\n Promote positive public relations that support IndyHumane’s mission and programs.\n Treat all patrons, employees, volunteers, and animals with dignity and respect.\n\nAnimal Handling & Safety\n\n Safely handle dogs, cats, and other animals being admitted to IndyHumane.\n Assist with moving animals between vehicles, carriers, intake areas, and appropriate shelter locations.\n Follow established animal-handling and safety protocols.\n Recognize animal behavior or handling concerns and request assistance when appropriate.\n Utilize humane and appropriate animal-handling techniques.\n Communicate relevant behavioral observations to appropriate staff.\n Maintain awareness of personal, patron, employee, and animal safety during intake activities.\n\nMedical, Enrichment & Cross-Department Collaboration\n\n Work closely with Medical and Enrichment staff to ensure newly admitted animals receive appropriate attention and assessment.\n Communicate known medical, behavioral, or welfare concerns identified during the intake process.\n Enter appropriate information into ShelterLuv and other designated systems to support continuity of animal care.\n Collaborate with other shelter departments to support smooth movement of animals through shelter processes.\n Respond promptly to requests for additional information regarding recently admitted animals.\n Support effective communication between the Pet Resource Center and other IndyHumane departments.\n Participate in cross-departmental problem-solving when intake, animal-care, or operational needs intersect.\n\nFacility & Work Area Maintenance\n\n Maintain the Pet Resource Center lobby, intake areas, and workspaces in a clean, organized, and professional condition.\n Ensure intake materials and commonly used supplies are appropriately organized and available.\n Follow applicable cleaning, sanitation, and infection-control procedures.\n Report facility, equipment, safety, or maintenance concerns promptly.\n Support a safe and welcoming environment for patrons, employees, volunteers, and animals.\n\nGeneral Responsibilities\n\n Maintain working knowledge of IndyHumane’s mission, programs, services, and applicable Pet Resource Center procedures.\n Follow established organizational policies, protocols, and procedures.\n Maintain reliable and punctual attendance.\n Work collaboratively with employees, volunteers, leadership, and other departments.\n Participate in departmental and organizational meetings and training as assigned.\n Adapt to changing priorities, animal populations, scheduling needs, and operational demands.\n Maintain confidentiality of patron, animal, employee, and organizational information.\n Support organizational initiatives, projects, and events as assigned.\n Perform additional duties and special projects as assigned.\n\nRequired Qualifications\nEducation & Experience\n\n Minimum one year of professional experience in a customer service-related field.\n Previous animal-handling experience.\n Must be comfortable routinely handling animals being admitted to the shelter.\n Experience working directly with members of the public in a professional environment.\n Must be at least 18 years of age.\n\nKnowledge, Skills & Abilities\n\n Strong customer service and interpersonal skills.\n Ability to create and maintain a positive and professional environment for patrons and employees.\n Ability to communicate effectively and compassionately with individuals experiencing stressful or emotionally difficult circumstances.\n Strong verbal and written communication skills.\n Ability to resolve conflicts diplomatically and professionally.\n Strong attention to detail and commitment to accurate recordkeeping.\n Ability to multitask and work efficiently under time constraints.\n Strong organizational and time-management skills.\n Ability to prioritize responsibilities in a fast-paced environment.\n Ability to learn and consistently follow established protocols and procedures.\n Ability to adapt to changing circumstances, priorities, and operational needs.\n Strong problem-solving skills.\n Ability to take initiative and work effectively with minimal supervision and direction.\n Ability to work collaboratively as part of a team.\n Ability to safely handle animals of varying sizes, temperaments, and behavior needs.\n Proficiency with computers, email, and Microsoft Office applications.\n Ability to learn and effectively utilize shelter data-management systems such as ShelterLuv, PetPoint, or comparable software.\n Ability to accurately enter and maintain detailed animal and patron information.\n Ability to read, write, and understand English.\n Commitment to treating people and animals with respect and supporting IndyHumane’s mission and values.\n\nLicenses & Certifications\n\n Valid driver’s license required.\n Must maintain an insurable driving record and meet IndyHumane’s driver eligibility requirements.\n\nPreferred Qualifications\n\n Previous animal shelter or animal welfare experience.\n Previous animal intake, admissions, or surrender-coordination experience.\n Experience using ShelterLuv, PetPoint, or comparable shelter-management software.\n Experience scheduling appointments or coordinating service schedules.\n Experience working with individuals during emotionally difficult or high-conflict situations.\n Experience with conflict resolution or de-escalation.\n Experience providing community resources, information, or support services.\n Bilingual English/Spanish communication skills.\n\nPhysical Requirements\n\n Ability to lift and carry up to 50 pounds safely.\n Ability to walk, sit, and stand for extended periods.\n Ability to bend, squat, kneel, reach, and perform repetitive physical activities as necessary.\n Ability to safely handle and move animals of varying sizes and temperaments.\n Ability to assist with moving animal carriers, equipment, supplies, and other intake-related materials.\n Ability to move throughout intake, shelter, kennel, and public-facing areas.\n Ability to use computers, telephones, and standard office equipment for extended periods.\n Ability to respond promptly to animal-handling, patron, or operational situations.\n\nWork Environment & Potential Exposures\nThis position operates in a busy animal shelter and public-facing environment and involves frequent interaction with animals, patrons, transporters, employees, volunteers, and other departments.\nPotential exposures may include:\n\n Animals of varying sizes, temperaments, behavior needs, and medical conditions.\n Animal bites and scratches.\n Animal-related allergens, odors, dander, and high noise levels.\n Zoonotic and other infectious diseases.\n Blood, bodily fluids, animal waste, and biological materials.\n Cleaning chemicals and disinfectants.\n Emotionally challenging conversations involving animal surrender, ownership circumstances, or animal welfare.\n Difficult or upset members of the public.\n Frequent interruptions, changing priorities, and competing demands.\n Indoor and outdoor conditions while assisting with animal arrivals and transports.\n\nEmployees are expected to follow all applicable animal-handling, sanitation, infection-control, personal protective equipment, workplace safety, and organizational procedures.\nCore Competencies\n\n Customer Service\n Animal Handling\n Animal Welfare\n Compassion & Empathy\n Communication\n Conflict Resolution\n Problem Solving\n Attention to Detail\n Recordkeeping & Documentation\n Organization & Time Management\n Multitasking\n Collaboration & Teamwork\n Adaptability & Flexibility\n Initiative\n Professionalism\n Reliability & Accountability\n Confidentiality & Integrity\n\nPerformance Expectations\nSuccess in this position will be evaluated based on:\n\n Professional, compassionate, and timely service provided to patrons and transporters.\n Safe and appropriate handling of animals during the intake process.\n Accuracy and completeness of animal, patron, medical, behavioral, and intake documentation.\n Timely response to Pet Resource Center telephone calls and emails.\n Effective coordination of intake appointments and schedules.\n Appropriate communication of medical, behavioral, and animal-care concerns.\n Effective collaboration with Medical, Enrichment, Operations, and other departments.\n Professional handling of difficult, emotional, or conflict-related interactions.\n Consistent compliance with established intake, animal-handling, safety, and organizational procedures.\n Cleanliness and organization of Pet Resource Center work areas.\n Reliability, punctuality, professionalism, and effective teamwork.\n Contribution to efficient animal intake and movement through IndyHumane’s shelter processes.\n\nEqual Employment Opportunity Statement\nIndyHumane is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable federal, state, or local law.\nAmericans with Disabilities Act Statement\nIndyHumane is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state laws. Employees and applicants requiring accommodation should contact Human Resources.\nAt-Will Employment Disclaimer\nEmployment with IndyHumane is at-will. This means that either the employee or IndyHumane may terminate the employment relationship at any time, with or without notice and with or without cause, subject to applicable law. Nothing in this job description should be interpreted as creating a contract of employment.\nJob Description Disclaimer\nThe statements contained in this job description are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, or qualifications required. IndyHumane reserves the right to modify duties, responsibilities, schedules, and position requirements based on organizational needs.\nSafety Statement\nEmployees are expected to comply with all workplace safety standards, animal-handling procedures, sanitation and infection-control requirements, organizational policies, and applicable OSHA-related safety practices.\n\n#priorityIH