Pet Retention Liaison (Full or Part-Time)

Pet Retention Liaison

Status: Full or Part-Time
FLSA Classification: Non-Exempt
Location: On-site with regular travel throughout the community
Schedule: Flexible schedule including occasional evenings, weekends, community events, outreach activities, and organizational events as needed
Starting Pay Rate: $16.50 per hour

Who We Are

For more than 80 years, Animal Friends has continually set – and raised – the bar for humane programming in the Pittsburgh region. Our 75-acre campus serves as a center of compassion and hope for thousands of homeless pets annually. As a full-service companion animal resource community, Animal Friends supports the region by providing tens of thousands of affordable services and impacting more than 200,000 lives through humane education, pet behavior classes, pet therapy, and our pet food bank each year.

Animal Friends is proud to continue to save lives . . . simply put, because it’s what we do.

At Animal Friends, we believe caring for animals and caring for people go hand in hand. We strive to create a compassionate, humane, inclusive, and healthy workplace where team members feel supported, valued, and connected to our mission.

Position Summary

The Pet Retention Liaison plays a vital role in supporting Animal Friends’ mission by helping keep pets and people together during times of need. This position works directly with pet owners facing barriers such as financial hardship, transportation challenges, and limited access to resources that may place their relationship with their companion animal at risk.

As a key member of the Community Programs team, the Pet Retention Liaison serves as a public-facing advocate, problem solver, and resource connector. Working closely with community members, volunteers, social service agencies, veterinary staff, and fellow Pet Retention team members, this role helps identify creative, compassionate solutions that strengthen the human-animal bond and prevent unnecessary pet surrender.

Primary Responsibilities

Pet Retention & Client Support

• Assist pet owners experiencing barriers to care by identifying needs and connecting them with appropriate resources, including pet food, veterinary care, transportation assistance, and other support services.
• Serve as a public and internal point person for the Chow Wagon and other Pet Retention programs.
• Provide direct support to clients seeking veterinary services and coordinate referrals to Animal Friends’ clinic programs.
• Collaborate with staff throughout Animal Friends to coordinate support for complex client situations.
• Maintain a comprehensive and current Pet Retention Resource Guide that connects pet owners with available community resources.
• Support pet owners in identifying solutions that allow them to keep and care for their animals whenever possible.

Chow Wagon & Community Program Operations

• Help maintain and support the Chow Wagon pet food pantry program, including weekly load fulfillment for partner food pantries.
• Manage seasonal programs including the annual straw distribution and winter cat shelter initiatives for community cat caretakers.
• Assist with transportation solutions for clients facing access barriers.
• Support community vaccine clinics, food drives, outreach programs, mobile pet pantry events, and onsite community sales events.
• Travel throughout the region to partner locations, outreach events, and community clinics.

Volunteer & Intern Leadership

• Supervise Chow Wagon volunteers and social work interns.
• Recruit, engage, and support volunteers in meaningful work that advances Animal Friends’ mission.
• Coordinate volunteer activities related to donations, inventory management, warehouse organization, and program operations.
• Assist in guiding intern learning experiences and assigned projects.

Donations & Resource Management

• Oversee the in-kind donation program, including donation collection, transportation, sorting, organization, and inventory management.
• Ensure the Chow Wagon warehouse remains clean, organized, safe, and functional.
• Coordinate donation redistribution and assist with stocking the Animal Wellness Center Resale Store as needed.

Administration & Communication

• Provide exceptional customer service to program participants, volunteers, partners, and community members.
• Maintain accurate case records, program data, and reports.
• Support development of program reports, goals, budgets, and outcome tracking.
• Communicate program information, updates, and resources clearly and professionally.
• Collaborate with departments across Animal Friends to support program success and organizational goals.

Other Duties

• Maintain a clean and organized work environment.
• Participate in training and professional development opportunities.
• Support organizational events, including Black Tie & Tails.
• Perform other responsibilities as assigned to support organizational needs.

What We Offer

• Medical, dental, and vision insurance
• Paid time off, holidays, and birthday pay
• Retirement plan with employer contribution
• Employee Assistance Program
• Continuing education and professional development opportunities
• Pet care discounts and on-site clinic benefits
• Casual dress and Animal Friends gear
• The opportunity to make a direct impact on pets and families throughout our community
• A mission-driven team and meaningful work that strengthens the bond between people and animals

Our Commitment to Inclusion

Animal Friends is an equal opportunity employer and is committed to building a workplace that reflects the diverse communities we serve. We value the unique contributions and lived experiences of all team members and encourage applicants of all backgrounds, identities, and abilities to apply.

We welcome candidates with diverse backgrounds, experiences, and perspectives, including those with lived experience related to the communities served by our programs. We believe that strengthening the animal-human bond begins with treating all people with dignity, respect, and compassion.

Required Qualifications

Education

• High school diploma or equivalent required.
• Post-secondary education or an equivalent combination of professional, volunteer, and lived experience preferred.

Experience

• Experience in social services, community outreach, case management, education, human services, public health, customer service, animal welfare, or a related field preferred.

Skills and Abilities

• Strong customer service, communication, and relationship-building skills.
• Ability to work effectively with individuals from diverse cultural, educational, and socioeconomic backgrounds.
• Demonstrated empathy, emotional intelligence, and conflict-resolution skills.
• Strong organizational, time management, and problem-solving abilities.
• Ability to think critically and creatively when addressing barriers to pet retention.
• Strong computer skills, including Microsoft Word, Excel, Teams, and Forms.
• Ability to learn and utilize case management platforms and databases.
• Ability to work independently while contributing positively to a team environment.
• Ability to maintain professionalism and composure during stressful situations.

Availability

• Flexible schedule required.
• Ability to work occasional evenings, weekends, outreach events, and special events.

Licenses

• Valid driver's license required.
• Proof of insurance required.
• Ability to travel independently throughout the region.

Animal Handling

• Comfort working with and around dogs, cats, rabbits, and other companion animals of varying breed, size, age, temperament, and health status.
• Ability to safely handle dogs on leash and transport animals in carriers or traps when needed.

Preferred Qualifications

• Case management experience.
• Experience working within underserved communities.
• Experience with community outreach programs.
• Experience supporting multilingual communities or culturally responsive services.
• Experience supervising volunteers or interns.
• Experience in animal welfare, social work, public health, or related nonprofit settings.
• Familiarity with Doobert or similar case management platforms.

Physical, Environmental & Emotional Demands

This position:

• Requires the ability to stand, walk, bend, reach, push, pull, and lift up to 50 pounds.
• Requires moving pet food, donations, supplies, and materials on a regular basis.
• Involves exposure to animals, pet hair, dander, noise, dust, and varying indoor and outdoor conditions.
• May involve working in extreme temperatures, humidity, and inclement weather during outreach activities.
• May involve risk of animal bites and scratches.
• Requires travel to community locations, food pantries, partner agencies, and outreach events.
• May involve working with individuals experiencing financial hardship, personal challenges, or crisis situations requiring empathy and professionalism.

Reasonable accommodations will be provided in accordance with applicable laws.