Approximately 20 hours per week, weekends required

Reports to Director of the Adoption Center

The Richmond SPCA is one of our region's most beloved non-profit organizations. As a national no-kill leader in animal welfare, the Richmond SPCA is building a more compassionate community through the delivery of crucial programs of pet adoption, retention, training, advocacy, humane education, and more. Annually, we rescue, rehabilitate and adopt out nearly 4,000 homeless animals while also providing our community with vital safety net programs designed to keep pets in loving homes and out of shelters.

We maintain an open adoption policy, meaning there is no such thing as a "perfect home." Through welcoming and honest conversations without judgment, our staff works to make the best matches between pets and people. We embrace progressive adoption guidelines, and we are grateful to our community for visiting us in search of giving a loving home to a pet in need. Once we unite families with new companions, we endeavor to serve as a lasting resource to them after adoption.

Adoption counselors play an essential role in adopting our homeless dogs and cats to loving homes. These team members are friendly, outgoing, and free of judgment. They possess the social skills to make quick connections with the families visiting our adoption center in search of a new pet. They clearly communicate both the behavioral and medical needs of each unique pet that is available for adoption. They are well versed in pet ownership and are able to navigate happy, emotional and sometimes difficult conversations with adopters to ensure that each pet in our care finds the right home where he or she will be loved for a lifetime.

Essential Functions

• Maintain a non-judgmental attitude and treat every potential adopter with kindness and respect
• Assist potential adopters by gathering information about their expectations of pet ownership to help best match them with the pets currently available for adoption
• Introduce people and pets, facilitating pet-to-pet meetings as needed, discussing medical and behavioral records at length, answering any and all questions throughout the adoption process and offering support post-adoption as needed
• Navigate difficult and uncomfortable conversations about pet ownership as needed in order to educate potential adopters about a variety of pet ownership topics
• Finalize the adoption process by operating a point of sale system in our pet supply shop, handling cash and card, and selling pet supplies whose sale directly benefits the homeless pets in our care
• Maintain open and regular communication with the Director of the Adoption Center, Assistant Managers and Lead Adoption Counselors
• Clean work areas before, during and after pet visitations and preserve the physical appearance of the adoption center
• Report any pet medical concerns or observations to the veterinary staff for monitoring
• Report any pet behavioral concerns or observations to the shelter trainers for monitoring
• Work with our awesome volunteers and respond to their questions in a professional manner
• Assist other colleagues in the department as needed
• Perform side duties daily
• Attend and participate in all required trainings and meetings

• Have outstanding customer service skills
• Treat animals and people with respect and use humane handling techniques
• Address adopter concerns in a professional manner
• Be able to react to change professionally
• Be able to work in a high volume, fast-paced, high-stress environment
• Have reliable transportation including during inclement weather
• Be 18 years of age or older
• Have availability on both weekend days, holidays and some weekdays

Qualifications, Skills and Expectations

• Bilingual in English and Spanish preferred
• Excellent attention to detail
• Uncompromising commitment to the wellbeing of every pet in our care
• Punctual with a sense of urgency
• Strong work ethic
• Resourceful, positive, get-it-done attitude
• Team oriented mindset
• Excellent communication skills
• Comfort handling and learning to handle dogs and cats with a variety of medical and behavioral needs
• Good time management and prioritization skills
• Independent worker who also thrives as part of a team
• Strong multi-tasker
• Bilingual a plus (but not required)

Physical Job Requirements

• Able to work around animals (including those who are sick or injured or who have behavior challenges), loud noises, cat litter, animal waste, and various chemicals
• Able to bend, kneel and use your arms in a repetitive manner
• Able to stoop and use stairs
• Able to be on your feet for an entire 8-hour shift

Work Environment

• Rapid pace with exposure to potential hazards including animal waste and disinfectants
• High levels of noise
• Potential for animal bites and scratches and diseases that are zoonotic (can be transmitted from animals to people)
• Work in a team environment with other passionate, hardworking and dedicated animal lovers

All employees are eligible to become clients of the low-cost, full-service Susan M. Markel Veterinary Hospital of the Richmond SPCA. Employees who average 20 hours a week can participate in our 401(k) retirement plan and have access to paid wellness leave. The Richmond SPCA is a qualified employer for the Public Service Loan Forgiveness Program.