Summary

The Animal Welfare Counselor plays a central role in HARP’s lifesaving mission by guiding members of the public through the adoption process or the admissions process with expertise, empathy, and an understanding of animal behavior. This position requires an individual who can assess each animal’s temperament and needs, consider the lifestyle and expectations of potential adopters, and make informed pathway decisions that result in successful, lasting matches between people and pets. The Animal Welfare Counselor serves as a knowledgeable advocate for both the animals in our care and the community members who visit our shelter, balancing compassionate public engagement with sound, judgment.

Principal Responsibilities:

• Conduct in-depth adoption consultations with members of the public, drawing on knowledge of animal behavior, breed characteristics, and species-specific needs to guide adopters toward the best match for their household, lifestyle, and experience level.
• Coordinate and conduct admissions appointments and provide resources for alternatives to admissions as appropriate, with the goal of keeping pets in their loving homes when possible.
• Serve as a knowledgeable and compassionate point of contact for community members via phone, email, and in person, providing guidance on adoptions, admissions, and HARP services and connecting individuals with the appropriate resources or departments as needed.
• Engage with all members of the public — in person, by phone, and electronically — with empathy, professionalism, and cultural sensitivity, creating a welcoming environment that reflects HARP’s values and encourages community trust and participation.
• Develop and maintain thorough knowledge of each animal in HARP’s care, including behavioral history, temperament, medical background, handling requirements, and placement recommendations, to ensure every adopter receives accurate, individualized guidance.
• Communicate behavioral observations, medical concerns, and adoption-related updates, contributing to collaborative, team-based decision-making on animal placement and care.
• Ensure the integrity, accuracy, and completeness of the animal file following each admission or adoption.
• Process adoption fees and donations accurately, following established financial procedures for opening and closing daily transactions.
• Partner with Marketing/Events staff to coordinate successful off-site adoption events, including selecting appropriate animal candidates based on behavioral suitability, supporting event logistics, transporting animals and equipment, and leading adoption conversations with the public to finalize placements.
• Utilize Fear Free techniques when handling any animal in our care.
• Ensure all public areas are maintained in a clean, sanitary, and comfortable manner reporting issues to the manager immediately.
• Maintain positive relationships with co-workers, managers, directors, clients, and stakeholders.
• Uphold the mission of Humane Animal Rescue throughout all responsibilities of the position.
• Understand and support the Open-Door Philosophy of Humane Animal Rescue.
• Perform other duties as assigned.

Knowledge, Skills and Abilities

• Exceptional interpersonal and public communication skills, with the ability to build rapport and guide difficult conversations with empathy and confidence.
• Knowledge of animal behavior, body language, and common behavioral concerns in dogs and cats.
• Ability to make sound decisions regarding animal pathways and adoption matches, weighing behavioral, logistical, and welfare considerations.
• Strong organizational skills, attention to detail, and ability to manage competing priorities in a fast-paced shelter environment.
• Ability to prepare and maintain accurate animal records, perform data entry for reporting purposes, and navigate shelter management software.
• Ability to communicate effectively and professionally in verbal and written form, including with adopters, community members, and staff across departments.
• Working knowledge of MS Word, Excel, and general computer proficiency; ability to maintain confidential information with discretion.

Work Environment:

While performing the duties of this job, the employee may be exposed to hazards associated with aggressive animals. The employee will primarily be working in an animal shelter environment. The noise level in the work environment is usually moderate. The employee will be handling animals such as dogs, cats, rabbits, and other species daily as part of their job responsibilities.

Physical Demands:

Incumbent must be able to read, see, hear, and speak. During work, employee may be required to bend, stoop, squat, climb, and walk. The position will require the ability to lift, push, pull, and carry up to fifty (50) pounds. Will be required to use a computer with keyboard, telephone or handheld mobile device for extended periods of time, and office machinery as needed.

Travel:

This position will require working out of HARP’s North Shore and/or East End locations.

Qualifications

• Experience working in an customer care, administrative, or service-industry position not required but is a plus.
• Experience working or volunteering with animals is not required but is a plus.
• Experience working with animals in a shelter, rescue, veterinary, or related setting is a plus; volunteer experience is valued.
• Experience in community-facing roles requiring relationship-building, conflict resolution, or public education is strongly preferred; customer service or case management backgrounds are relevant.