Reports to Manager of Pet Support Services

The Richmond SPCA is a non-profit organization located in the heart of Richmond, Virginia. As a leader in the field of animal welfare, we are cultivating a community committed to saving, protecting and enriching animal lives with a mission to provide education and resources to achieve and sustain a no-kill community. Annually, we rescue, rehabilitate and find homes for about 4,000 homeless animals while also providing our region with vital safety net programs designed to keep thousands of pets in loving homes and out of shelters. Our values of collaboration, creativity, honesty, inclusion and respect guide not only what we do – but how we do it.

Pet support counselors provide pet-retention counseling and services to the community, and play an essential role in the intake of dogs and cats into the care of the Richmond SPCA.

Essential Functions

• Assist individuals inquiring about pet surrender and assistance with empathy and compassion (not judgement) and partner with them to find the best solution for their unique situation
• Provide pet-retention counseling for community members by phone, email and in person in a timely manner with helpful and clear information
• Facilitate the intake process for owner surrenders and transfers from partner agencies
• Drive company vehicles to complete transfer of pets from transfer partners throughout the state of Virginia and neighboring states
• Collect detailed behavioral and background information from community members surrendering animals
• Administer vaccines, blood pulls and de-wormer on dogs and cats of various size, temperament, and medical history
• Enter data thoroughly and accurately into the PetPoint database and each pet's physical file
• Report any medical concerns or observations to our Internal Veterinary Services team, and any behavioral concerns or observations to our Behavior and Training team for monitoring
• Work with our awesome volunteers and respond to their questions in a professional manner
• Notify appropriate personnel when pet support services supplies are running low
• General cleaning, restocking, and upkeep of workspace as well as sweeping, dusting, mopping, taking out the trash, and restocking files and other supplies
• Maintain open and regular communication with the Manager of Pet Support Services, Assistant Manager of Pet Support Services and Senior Director of Shelter Operations
• Assist other colleagues in the department as needed
• Complete special cleaning projects and side duties as needed
• Other job-related duties as assigned
• Attend and participate in all required trainings and meetings

Qualifications, Skills and Expectations

• Alignment with the Richmond SPCA’s mission to achieve and sustain a no-kill community including promoting pet adoption and spaying/neutering
• Uncompromising commitment to the wellbeing of every pet in our care
• Effective, professional, and empathetic customer service skills and communication (written and verbal) with the public, volunteers, and all Richmond SPCA employees
• Ability to multi-task, follow directions (written and verbal), adapt, and accommodate changing demands productively
• Computer skills and ability to learn new computer systems; knowledge of Microsoft Office Suite, PetPoint, and DaySmart Vet a plus
• Ability to work in a high volume, fast-paced environment
• Strong work ethic, reliability, punctuality
• Excellent attention to detail
• Customer service experience and ability to satisfactorily resolve customer service issues
• Ability to provide productive feedback to management
• Resourcefulness and ability to work independently in a mature, professional, and productive capacity
• Team-oriented mindset with the ability to recognize a need for assistance and ask for help
• Strong time management and prioritization skills
• Bilingual in English and Spanish (speaking and writing) preferred, but not required
• Experience working in the animal welfare or veterinary field preferred, but not required

• Comfort handling and learning to handle and cats: both general handling (petting, leash-walking, some lifting and carrying) and restraint (drawing blood, giving vaccines, and placing animals in cages/carriers) are necessary on a daily basis
• Must demonstrate ability to work with needles or willingness to learn (drawing blood, administering vaccines, etc.)
• High degree of emotional intelligence
• Daytime weekday and weekend availability
• Able to work in a high volume, fast-paced, high-stress environment
• Ability to travel several hours for transfers (both driving or as a passenger)
• Have a valid driver's license and reliable transportation including during inclement weather conditions
• Be 18 years of age or older

Physical Job Requirements

• Able to routinely lift 40-50 lbs.
• 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 and use your arms in a repetitive manner
• Able to kneel, stoop, and use stairs
• Able to be on your feet for an entire 8-hour shift
• Willing to work in all weather conditions
• Have physical strength to perform medical restraint, animal handling and cleaning duties effectively and efficiently

Work Environment

• Supportive, collaborative team environment that encourages and celebrates creativity and resourcefulness
• 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)

Richmond SPCA employees are eligible to become clients of our low-cost, full-service Susan M. Markel Veterinary Hospital and have access to an Employee Assistance Program. Employees who average 15+ hours per week are eligible for voluntary (employee-paid) benefits including accident insurance, hospital indemnity and critical illness insurance. Employees who average 20+ hours a week can participate in our 401(k) retirement plan and have access to paid wellness leave.

Full-time employees are eligible for insurance benefits, including medical, dental, and vision, life insurance, short-term and long-term disability, and paid personal leave.

The Richmond SPCA is a qualified employer for the Public Service Loan Forgiveness Program.