Position Summary:

The Outreach and Intake Assistant is dedicated to preventing pet surrenders to the shelter with the delivery of resources aimed at diverting dog and cat intake from the animal sheltering system. This position requires non-judgmental coaching to clients and directing individuals to resources and other options available with compassion for both the people and pets. The Intake Assistant supports the outreach program under the direct supervision of the outreach department management in promoting humane attitudes towards animals including animal welfare, responsible pet ownership, animal rights, and animal behavior.

Duties & Responsibilities:

Intake

· Respond timely to and log all requests for pet surrender, adoption return, surrender prevention, and end-of-life service requests via email, phone, and online forms.

· Counsel pet owners to determine if prevention or deferment of admission is possible with additional support.

· Counsel pet owners applying for support to determine eligibility and arrange for enrollment into outreach support programs, such as Pet Pantry.

· Coordinate with vendors, social services, and/or animal welfare groups to provide comprehensive support services to prevent surrender to GBHS, including subsidized veterinary care, spay/neuter services, training, transportation, boarding, advocacy, and to provide a bridge to social services.

· Manage the use of surrender prevention support resources, including grant funds and supplies, at the direction of the outreach supervisor.

· Assist the public in the admittance of animals through comprehensive interviews and complete all necessary paperwork, as needed.

· Schedule and facilitate managed intake surrender appointments by coordinating with staff to ensure capacity is utilized efficiently, and that appointments and intakes are matched as closely as possible with available or anticipated space.

· Accurately document all information provided by animal owners/guardians regarding animal history, health, and behavior as well as required data collection, and track program benchmarks in preparation for sharing data and information with internal and external stakeholders.

· Professionally navigate conflict and emotionally difficult situations, and deal with high-stress situations calmly and with strong communication skills.

· Provide follow-up support to pet owners working within programs to ensure long-term success.

· Assist in planning and executing other outreach events and programs such as pet pantry and onsite/offsite educational tours and events.

· Other duties as assigned.

Qualifications:

· A passion for the mission of GBHS and a sense of humor are required.

· Ability to work weekends and evenings as necessary

· Ability to articulate the mission of GBHS to prospective adopters, donors, volunteers, and visitors.

· Superior customer service experience and skills with the ability to be friendly, helpful, and courteous on the telephone and in person.

· Enthusiasm, energy, initiative, “can do” attitude and ability to get along with others

· Excellent verbal and written communication are required

· Ability to multitask and work effectively in an often hectic, dynamic, fast-paced environment.

· Ability to be a team player and work collaboratively with other departments and personalities.

· Flexibility regarding work duties and openness to changing organizational priorities and programs.

· Excellent time management and organizational skills.

· Proficient with Excel, Google Sheets, Microsoft Word, Outlook, PowerPoint, Monday, Slack and the ability to learn other software.

· Provide support and information to other departments as needed

· Valid driver’s license, reliable transportation, approved MVR and safe driving record

· Background and experience in social sciences/services preferred

Education Requirements

Minimum of high school education or GED equivalent; Bachelors degree or higher preferred; customer service experience and a basic understanding of animal welfare; intermediate computer skills; meets minimum general requirements for GBHS employment as outlined in GBHS employee handbook.

Physical Requirements

Ability to lift and carry a minimum of 50 pounds and up to 75 pounds with reasonable accommodation; ability to work well in a team environment; ability to work weekends and evenings as necessary; meets minimum general requirements for GBHS employment as outlined in GBHS employee handbook. Ability to stoop, bend, lift, clean, mop, and other such assigned duties with ease and in a timely fashion.

Work Environment

This work is performed in a high noise level area. Exposure to industrial cleaning chemicals, fumes, dust, animal feces, zoonotic (human to animal) diseases, bites and scratches. Weekend shifts may be required. Safety procedures must be adhered to at all times. Must be able to work with and around animals of all types (cats, dogs, rabbits, birds, etc.).

Exposure to conditions such as animal feces, urine, etc., and foul odors. May be exposed to animal dander, parasites, and infectious diseases that can be carried and transmitted by animals. Must be able to work in an environment that provides humane euthanasia to animals.

The GBHS is an equal-opportunity employer. It is the policy of GBHS to provide EEO to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.