Job Title: Animal Resource Center (ARC) Client Care Coordinator
Department: Shelter – Intake
Classification: Full-time, exempt, salary
Job Relationship: Reports to Animal Resource Center Manager. Oversees Animal Resource Center client care team and assigned volunteers. Works closely with Clinic Client Care Coordinator, Transfer, Admitting, and Flow Supervisor, and Foster Coordinator.
Position Summary: Oversees the Animal Resource Center client care team to ensure that quality of service and performance meets the needs of animals, clients, and the APL. Trains and coaches staff and volunteers in order to meet departmental goals. Provides quality animal and people care in accordance with APL mission, goals and management philosophy.
Essential Job Functions:
Effectively oversees daily aspects of Animal Resource Center client care at the Cleveland APL
- Models “Compassion” core value behavior: Treats animals & people with respect, empathy, and kindness. Listens and responds to the needs of people who surrender animals to us, use our programs and services, support us, work and volunteer for us, and to other animal welfare organizations that turn to us for help.
- Triages incoming animals; determines those that need immediate medical care and alerts clinic staff.
- Trains team members about different resources available (surrender, CPC, project CARE) and ensures consistent messaging and care is given to all clients.
- Monitors the appointment schedule and notifies supervisor if wait times for appointments go beyond four week.
- Works closely with Transfer, Admitting, and Flow Supervisor to determine capacity for incoming animals
- Works closely with project CARE team to ensure pet retention and support services are offered when appropriate
- Works closely with Clinic Client Care Coordinator to determine when clients may qualify for Community Pet Clinic Resources
- Monitors Home to Home and other pet placement programs and provides educational information about these programs to the public.
- Notifies Humane Investigations department of any concerns regarding incoming animals and potential mistreatment, cruelty, and/or neglect
- Monitors requests for animals to be returned to owners and ensures animals are returned when appropriate.
- Performs euthanasia and assists in training of other staff for euthanasia certification
- Ensures prompt, quality, and courteous client service is provided to patrons, visitors, staff and volunteers. Ensures phone/email messages are returned within 24 hours.
- Actively solicits donations; ensures department staff and volunteers solicit donations
- Assists staff in situations requiring immediate problem solving. Handles escalated client situations.
- Notifies the Animal Resource Center Manager to situations that could be potentially damaging to the professional image of the APL.
- Maintains the department properly with respect to appearance, sanitation, and operations
- Adheres to policies and protocols for animal care, treatment, advocacy and the mission of the APL. Implements policies and procedures as directed
Oversees the ARC client care team
- Acts as an advisor to ARC associates. Directly oversees work assignments of associates and ensures completion of work as assigned. Alerts supervisor to any performance or attendance concerns.
- Orients new staff and ensures staff is trained and coached to a level necessary to achieve the APL’s mission and goals. Coaches staff by providing regular, ongoing feedback and training.
- Provides input to ARC Manager to resolve staff issues
- Promotes teamwork, communication, and cooperation between APL departments; ensures staff provide high-quality, positive interactions with clients and co-workers.
- Monitors safety compliance of staff and volunteers.
- Ensures that policies and procedures are being followed.
- Provides organization and structure to the Foster to Surrender program
- Ensures animals are treated with a Fear Free approach
- Ensures compliance with APL animal care, safety, and personnel practices and procedures.
- Serves as department liaison for volunteer staff; recruits and integrates volunteers and takes an active role in their training, scheduling, performance, and job satisfaction
- Performs the duties of ARC associates as needed
Performs other duties as assigned, including but not limited to:
- Promotes and follows safety guidelines to ensure a safe work environment. Takes immediate action to address any safety concern or noncompliance with OSHA safety rules that could put an employee, volunteer, client, animal and organization at risk.
- Promotes communication and cooperation between APL departments
- Maintains necessary records and generates reports as requested by supervisor
- Actively supports departments, staff and volunteers and promotes the development of skills related to the advancement of our goals and mission. Represents the APL in a professional and courteous manner at all times. Provides quality service to customers, volunteers, and staff recognizing their individual contribution to the success of our organization.
- Actively promotes the APL’s mission, services, programs and events. Informs clients and constituents of donation opportunities as appropriate, cultivating relationships with current and potential donors.
- Provides professional credibility to the APL’s endeavor to help animals.
- Opens and closes shelter as needed
- High school diploma or equivalent; recent animal care experience may be considered in lieu of degree
- Two years of recent animal shelter work experience strongly preferred
- Certified euthanasia technician (or completes certification within 6 months of hire)
- Minimum two years customer service experience
- Must possess a valid Ohio Driver’s License and insurable driving record.
Knowledge and Skills
- Knowledge of effective supervisory and management techniques and ability to utilize them to promote full performance and high morale.
- Ability to work in a fast-paced environment with a variety of people
- Ability to identify and understand problems and determine appropriate measures to solve them.
- Efficient Microsoft Office user with the ability to maintain a variety of records and to prepare statistical and other reports from such records
- Experience in animal behavior, health, handling, & care in a shelter environment strongly preferred
- Excellent communication and leadership skills. Ability to express ideas clearly, both orally and in writing. Exercises good judgment when dealing with the public, staff and volunteers.
- Detail oriented and able to prioritize and perform duties efficiently and effectively with an adequate amount of independence
- Committed to maintaining the Cleveland Animal Protective League’s high standard of animal care and mission to foster compassion and end animal suffering
- Fear Free certified or ability to become certified within 6 months of hire