Lead Adoption Counselor

Mountain Humane (in Hailey, Idaho) is on a mission to enrich the quality of life in our community by saving animals and changing lives. We do this through innovative programs that inspire and have impact beyond southern Idaho. The first “no-kill” shelter in the state of Idaho (in 1999), annually we help more than 7,500 animals and touch the lives of more than 5,000 people through our programs. We are proud to be a model for other animal welfare organizations
and to be at the forefront of best-practices in non-profit management.

JOB SUMMARY:
The Lead Adoption Counselor works alongside Adoption Counselors to guide prospective adopters through the application, screening, and adoption process while supporting essential front-office operations. This role ensures the Adoption Team consistently delivers exceptional customer service to visitors, volunteers, and community partners. 

In close collaboration with the Associate Director of Shelter Operations (ADSO) and Shelter Operations Administrator (SOA), the Lead Adoption Counselor helps implement systems and processes that improve efficiency, accuracy, and overall effectiveness at the front desk. Under the direction of the ADSO AND SOA, this position oversees and participates in all Adoption Counselor functions, including greeting and assisting visitors, completing administrative tasks, maintaining adoption supply inventory, coordinating daily and weekly team priorities, and ensuring timely responses to adoption-related communications during normal business hours.

The Lead Adoption Counselor plays a key role in fostering a welcoming, professional, and mission-aligned experience for all Mountain Humane supporters while providing guidance, mentorship, and accountability to Adoption Counselors.

Classification: Full time, Non-exempt
Reports to: Associate Director of Shelter Operations
Collaborates with: Animal Care Staff, Behavior and Training Staff, Foster Team, and Marketing Team
Location: Hailey, Idaho

QUALIFICATIONS:
Education & Experience

• High school diploma or equivalent required; bachelor’s degree in a related field or equivalent experience in animal welfare, nonprofit operations, or customer service preferred

Professional Competencies

• Strong interpersonal and customer service skills with the ability to build effective working relationships with staff, volunteers, and the public
• Excellent verbal and written communication skills
• Demonstrated ability to manage multiple priorities in a fast-paced, physically and emotionally demanding environment
• Ability to train, mentor, and provide constructive feedback to staff and volunteers
• Strong administrative, organizational, and time-management skills with high attention to detail
• Ability to exercise sound judgment, maintain flexibility, and work both independently and collaboratively

Technical Skills

• Proficiency with Windows-based systems and Microsoft Office (particularly Word and Excel); ability to quickly learn new software platforms

Personal Attributes & Values

• Commitment to Mountain Humane’s mission and a genuine compassion for animals
• Ability to work respectfully and effectively with individuals from diverse backgrounds and lived experiences
• Bilingual (English/Spanish) skills are a plus

Additional Requirements

• Must be at least 18 years of age

POSITION DUTIES:

Leads Adoption

• Facilitate and implement the animal adoption process by matching potential adopters with the best possible new companion using approved matching systems and guidelines
• Ensure Adoption Counselors adhere to guidelines in accordance with Mountain Humane’s policies and procedures
• Oversee inventory of adoption supplies and communicate numbers with Senior Director regularly
• Ensure proper phone etiquette and communications are being followed
• Establish and enforce office standards and cleanliness protocols
• In collaboration with Senior Director and Shelter Ops Administration, act as a guide to Adoption Counselors and appropriately field questions or concerns they may have
• Meet with ADSO and Adoption Counselors regularly to ensure tasks are being completed and the team has a mutual understanding of the plan for the week
• Manage adoption staff daily tasks list
• Work with ADSO and Adoption Counselors on big picture projects such as planning of adoption events or improving our pre-adoption/post-adoption processes

Client and Volunteer Care

• Greet and assist visitors with impeccable customer service
• Communicate and listen with tact and empathy
• Provide information on Mountain Humane policies, values, mission, programs and events
• Assist with all impounds in absence of ADSO
• Work cooperatively with all volunteers and recognize the talent and commitment they bring to Mountain Humane

Adoption Counseling

• Willingness and ability to learn about animal behavior, common challenges, and ways to deal with challenges in order to match adopters with animals and to keep animals in homes
• Evaluate and gain an adequate understanding of adopter’s lifestyles and interests to adequately match adopters with Mountain Humane’s animal population
• Impart accurate information to potential adopters
• Provide behavior information and shelter approved training techniques to adopters
• Follow adoption guidelines in accordance with the Mountain Humane’s policies, procedures, and SOP’s

• Work effectively with the Mountain Humane team

Office Duties (shared with other Adoption Counselors)

• Assist with answering phones, maintain shared trackers, and animal database record keeping
• Assist with animal kennel cards and files
• Print and stock office/administrative forms
• Prepare adoption folders and bags
• Assist with adoption follow up procedures
• Help with front office area cleaning
• Notify departments of packages delivered to Mountain Humane

GENERAL GUIDELINES

• Maintain a neat and well-groomed personal appearance
• Wear supplied uniforms and closed toed shoes during all working hours
• Comply with all facility safety protocols
• Carry out other duties as assigned by supervisor

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Indoors and outdoors, including in shelter environment with dogs, cats, pocket pets
• Frequent interactions with children who may or may not be well-behaved, occasional contact with the public in an emotionally charged environment
• Animal handling required; while all adoptable animals have health and behavior screening, by nature of the industry, there may be occasional exposure to dead, injured, sick, unruly, vicious, and/or dangerous animals in addition to possible exposure to parasites and infectious diseases
• May require driving of company vehicles. Must maintain a valid driver’s license and good driving record. Drivers information will be submitted to the carrier
  • Regular use driving of company vehicles; employee’s must be at least the age of 18
  • Occasional use driving of company vehicles; employees under the age of 18 must be preapproved by the carrier
• Work day includes walking, standing, sitting, bending, squatting, lifting (occasionally up to 50 lbs), answering telephones, and using a computer, work with a variety of cleaning agents, and work in an environment with daily changes in climate

HOURS, SALARY & BENEFITS:
Hours:
Full-time, 40 hours/week with some evenings & weekend days necessary for programs. Schedule flexibility may include four 10-hour shifts

Wage Range:
$20.95 – 28.35/hour, depending on experience, certifications, proficiency in job tasks, and ability to work cooperatively while fostering the mission of the organization

Benefits:
Mountain Humane offers a comprehensive benefits package for all full-time employees, including:

• Generous paid time off allotment for vacation and personal reasons
• 100% employer paid medical and vision insurance for staff (with the option of upgrading the plan for an additional contribution)
• 100% employer paid dental insurance plan through Delta Dental
• 100% employer paid life insurance policy
• Access to a 403(b) retirement account with a 3% matching employer contribution
• Access to reduced cost veterinary care and pet supplies (including dog/cat food) for all employee-owned pets
• An annual personal pet care allowance for veterinary products and services
• A 40% discount at The Barkin’ thrift store in Hailey, and
• Access to discounted membership at Gravity Fitness & Tennis in Hailey

Mountain Humane also provides funding for professional development opportunities and financial assistance for commuting employees. For employees with federal student loans, Mountain Humane is also a qualifying employer for the Public Service Loan Forgiveness (PSLF) program!

Note: The statements herein are intended to describe the general nature and levels of work performed by this position, but are not a complete list of responsibilities, duties, and skills required. 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.

Mountain Humane is an equal opportunity employer.

Salary : $21 - $28