Animal Resource Center (ARC) Client Care Associate

Job Description:

Job Title:                  Animal Resource Center (ARC) Client Care Associate

Department:                 Shelter

Classification:              Full or part time, non-exempt

Job Relationship:         Reports to Animal Resource Center Supervisor

Position Summary:    Greets and provides accurate information to visitors. Answers telephones, responds to texts, and assists Animal Resource Center (Admissions, project CARE, Community Pet Clinic (CPC)) clients by handling their questions or appropriately redirecting calls. Schedules all shelter admissions appointments.  Monitors and replies to all electronic communication from ARC clients.

Essential Job Functions:

Ensures optimal, professional customer service experience

  • Models “Compassion” core value behavior: Treats animals & people with respect, empathy, and kindness.
  • Listens and responds to the needs of people who call the APL, use our programs and services, support us, work and volunteer for us, and to other animal welfare organizations that turn to us for help.
  • Always represents the APL in a professional and courteous manner.
  • Presents a welcome, helpful, and empathetic first impression to clients.
  • Provides prompt and courteous in-person and telephone customer service; counsels and educates clients; assists them with problem-solving and discusses options
  • Schedules client appointments for animal admissions
  • Provides accurate information about the APL’s programs and services, especially admissions, Project CARE and CPC; directs clients to the appropriate departments or other agencies for further assistance as needed
  • Actively solicits donations. Assists with accepting in-kind donations.

Provides optimal standard of care to all animals sheltered at the APL

  • Feeds shelter animals and performs daily cleaning of kennels, cages, and public areas
  • Performs physical examinations, vaccinations, and administration of tests and other medications to shelter animals per protocol
  • Keeps Supervisor, Animal Care, and Clinic Departments informed of animal behavior and/or health concerns
  • Maintains accurate kennel and computer records
  • Stocks areas and spot-cleans kennels and public areas throughout the day
  • Follows all safety guidelines to ensure a safe work environment. Takes immediate action to address any safety concern or noncompliance of safety rules that could put an employee, volunteer, client, animal, or the organization at risk
  • Performs euthanasia as assigned

Performs other duties as assigned including but not limited to:

  • Keeps supervisor informed of visitor and client concerns
  • Assists clients with questions, explains appointment process, available services, and payment support options.
  • Stocks area and cleans public areas throughout the day as needed
  • Informs supervisor of special needs cases for potential public relations or direct mail pieces
  • Follows all safety guidelines to ensure a safe work environment for staff and living environment for animals. Takes immediate action to address any safety concern or noncompliance of safety rules that could put an employee, volunteer, client, animal, or the organization at risk
  • Promotes communication and cooperation between APL departments
  • Promotes integration and utilization of volunteers; assists with volunteer training.
  • Performs other duties and special projects as assigned


  • High school diploma or equivalent
  • Minimum one year customer service experience
  • Able to read, understand, and follow instructions
  • Able to work with animals, disinfectants, and cleaning supplies
  • Able to perform physical work: scrubbing, mopping, bending, lifting, walking and standing for up to 10 hours a day, lifting up to 50 pounds with assistance
  • Euthanasia certified or the ability to become euthanasia certified within 6 months of employment; willing to perform euthanasia
  • Experience in animal shelter clinic strongly preferred

Knowledge and Skills

  • Ability to work in a fast-paced environment with a variety of people
  • Ability to work with a computer in a Windows environment
  • Knowledge of basic veterinary terms and animal care needs
  • Knowledge of animal breeds, behavior, and handling
  • Excellent communication skills and proven ability dealing with the public
  • Demonstrated ability to handle high-stress and emotionally charged situations
  • Detail oriented and able to prioritize and perform duties efficiently and effectively and with an adequate degree 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 must become certified within 6 months of hire

EEOC: The Cleveland APL is an equal opportunity employer and is looking for diversity in qualified candidates for employment.