Maryland SPCA

Job Description

Job title: Resource Coordinator

Reports to: Resource Center and Intake Manager

Salary: $16.00-$16.50

FLSA status: non-exempt, hourly

Schedule: Full-time: Tuesday- Friday 10:30am-7:00pm and Saturday 9am-5:30pm

Date created: 3/15/2024

Position Summary:

The Resource and Intake Department is responsible for counseling dog and cat owners looking for help to keep their pet in their home or rehome their pets to keep them out of the shelter. The Maryland SPCA can schedule pet intake as a last resort, as space allows. The team also helps with lost and found pets and end of life services for owned pets.

Resource Coordinators counsel pet owners by phone, email, and in person to help resolve problems, provide re-homing resources, and determine fitness for the shelter adoption program in accordance with our lifesaving mission. When pets are brought to the Maryland SPCA for adoption, it is the coordinator's role to accurately collect and report information on the animals entering the shelter.

On-the-job training in animal behavior and handling will be provided, but some experience with dogs and cats is strongly preferred.

Essential Duties and Responsibilities:

• Provide customer service excellence in all interactions with the general public
• Counsel clients wishing to admit their pets into the adoption program. This includes fielding calls regarding intake
• Obtains information and history on each owner surrendered animal
• Provide re-homing resources in accordance with our lifesaving mission
• Schedule and confirm appointments, reschedule no shows and/or follow up as needed
• Accurate track of all stray pets as we try to find their owners. Contact owners in a timely fashion to reclaim
• Input pertinent information into the Shelter Buddy data base and client log
• Provide excellent communication, regarding demographics, medical and behavior issues as needed
• Perform intake for owner surrender, stray surrender and Owner Requested Euthanasia.
• Handle customer complaints/issues and turn them over to the Resource Center and Intake Manager as needed
• Ensure that all necessary forms are available in adequate supply
• Receive payments by cash or credit
• Ensure that the lobby area and Admissions workspace is neat and clean
• Assist Resource Center and Intake Manager with training of new staff
• Complete any and all tasks as assigned by management

Qualifications:

• High school diploma or GED
• Excellent customer service skills, with ability to deal tactfully and effectively with staff, volunteers and the general public even in difficult situations.
• Basic knowledge of animal breeds, animal health, animal handling and humane care
• Computer literacy required
• Ability to use Microsoft Office including, Word, Excel, Outlook, and Teams. Google Voice should also be understood with the capability of using multiple platforms simultaneously.
• Effective written and verbal communication skills for in-person and telephone contacts
• Reliable and detail oriented
• Ability to multi-task and stay calm under pressure
• Commitment to and enthusiasm for the mission, programs and services of the Maryland SPCA

Physical Demands:

• Frequent sitting, use of computer keyboard and telephone up to 8 hours per day with some bending, stooping and walking
• May assist kennel team with walking dogs
• Handling large and high energy dogs

Working Conditions:

• Work is performed in an office setting within an animal shelter
• Noise level is usually moderate
• Exposure to disinfecting solutions when cleaning with exposure to unpleasant odors and high noise levels when in kennel area

The Maryland SPCA is an equal opportunity employer and prohibits discrimination and harassment of any kind. We encourage all applicants with a passion for our mission to apply.

The MD SPCA strives to provide a safe work environment and encourage personal health. Therefore, it is a substance-free, drug-free workplace.