Intake Associate
Job Details
Entry
Bellevue - Bellevue, WA
Full-Time/Part-Time
None
None
Day
Customer Service
Description

POSITION SUMMARY:  The Intake Associate is responsible for supporting pet owners who have requested placement assistance for their companion animals. They are responsible for providing alternative resources to keep the pet in the home, recommend ideal re-homing solutions, adhere to SH’s managed admissions process, and perform intake assessments on any incoming animals. In addition, this person supports the Lifesaver Transport Program and Community Outreach Program.   The Intake Associate supports the mission, goals and philosophy of Seattle Humane.

 

KEY OR ESSENTIAL FUNCTIONS:

  • Reports to Intake Supervisor and Intake Manager
  • Provides customers with relevant resources and advice to assist with their concerns and queries
  • Assists customers in keeping their pets, and providing alternative placement options when appropriate.
    • Provides medical, behavioral, or boarding resource suggestions to owners in need.
    • Suggests ideal re-homing options which can include, but are not limited to, Seattle Humane, foster based rescues, municipal shelters, or re-homing outside of the shelter system.
    • Collaborates with other Seattle Humane teams to provide on-going support.
    • Utilizes daily phone and/or email communication to provide pertinent information to the owner while also collecting necessary information needed for Seattle Humane’s pre-intake interview process.
  • Assists customers releasing their own, found or abandoned pets to Seattle Humane while attaining high standards of customer service.
  • Gathers required information regarding animals’ history and behavior.
  • Accurately enters data into the computer and completes appropriate forms.
  • Requests donations from customers to support our work.
  • Schedules daily Pet Resource Center appointments.
  • Administers vaccinations to animals on arrival or as directed by the veterinarian.
  • Reports any medical concerns to Veterinary Services in a timely manner
  • Works with Intake leadership, Behavior Program Manager, and Medical Director to assess medical or behavioral intake requests
    • Photographs incoming animals and uploads to database.
    • Follows Seattle Humane Stray Procedures
  • Performs intake assessments on cats, dogs, and small mammals.
    • Intake assessments include a physical exam, administering vaccines, other appropriate medications, and performing behavioral assessments according to Seattle Humane standards.
    • Update appropriate holds, behavior tests, and identification information by end of business day
    • Enter all intake assessments into PetPoint within 12 hours of completed assessment
  • Prioritizes lost pet reunification
    • Follows up on strays, microchips, and maintains the lost and found binder 
  • Matches stray animals with lost and found reports; searches Craigslist and other lost and found forums to match lost pets with their owners
  • Handles other services at the Pet Resource Center desk (including, but not limited to cremations, euthanasia, and accepting contributions) while attaining high standards of customer service.
  • Supports Lifesaver Program Coordinators by assisting with intake and offload of new animals  
  • Answers incoming calls and emails to the department and returns messages promptly and professionally
  • Works closely with volunteers working in the department and related programs.  Provides support and training as needed 
  • Performs shelter cleaning procedures in Pet Resource Center and its perimeter to keep public and staff areas clean and orderly
  • Restocks treats, intake exam room supplies, and office supplies for Pet Resource Center and informs the appropriate supervisor when supplies are low 
  • Completes and files all paperwork and other records accurately.  Also adheres to the files and records retention policy and procedures
  • Prepares Reimbursement purchase orders for pet returns and turns them into the Intake Manager/Supervisor for approval

 

SECONDARY FUNCTIONS:

  • Adheres to Seattle Humane Standard Operating Procedures
  • Promotes a positive, supportive, cooperative work environment based on mutual respect and open communication
  • Responsible for reading and responding to work email at the beginning of each shift, and during each shift as necessary
  • Reports any health, behavior, safety or security concerns to a supervisor in a timely manner
  • Attends department and full staff meetings as requested and participates with ideas and suggestions designed to improve shelter services programs and working conditions.
  • Assures a clean, orderly and positive working environment
  • Provides assistance, support, and coverage (including,  cleaning, care, and movement) to other departments as needed
  • Provides ideas and suggestions designed to improve operational programs and working conditions
  • Performs opening and closing procedures for Pet Resource Center​​​​​​​ 
  • Other duties as assigned

 

SUPERVISORY RESPONSIBILITY:

  • No direct staff supervision
  • Provides support, training, and guidance to volunteers within the department and related programs

 

COMMUNICATIONS:

  • Daily communication with staff and volunteers from all other teams through email, written procedures, monitoring sheets, or through database
  • Regular contact with clients in person, over the telephone, through email or direct mail
  • Regular contact with other animal welfare agencies
  • Regular contact with administrative staff 

 

COMPLEXITY:

A high degree of independent judgment is required. Duties vary on a daily basis, and flexibility throughout the shift is required. Formal policies and procedures are followed or developed as needed. Needs high level of attention to detail and must be able to respond to unexpected questions, comments or requests from volunteers and other staff. Must be able to maintain concentration on a task or series of tasks while dealing with frequent interruptions. Must be able to work well without direct supervision. Must be able to communicate effectively and display cultural competency with many people with varying backgrounds. Requires great customer service skills. Must work well within a team setting.

  

Qualifications

KNOWLEDGE/EXPERIENCE/EDUCATION OR TRAINING:

  • Animal handling experience preferred
  • Customer Service experience strongly preferred?
  • Experience working compassionately with people in high-stress situations preferred 
  • Must have excellent oral communication skills
  • Must be able to write clearly and listen effectively 
  • Basic knowledge or experience with computers is required

 

LICENSES/CERTIFICATES REQUIRED:

  • High school graduate or GED preferred
  • Valid Washington State drivers license with good driving record

 

PHYSICAL/MENTAL REQUIREMENTS: 

  • Must communicate clearly and concisely, both orally and in writing
  • Must be comfortable administering medications and injections
  • Re­quires the ability to solve problems and make clear decisions quickly
  • Must have good attention to detail
  • Must be able to concentrate and produce accurate work despite frequent interruptions 
  • Must possess the ability to be sensitive to other opinions, perspectives or cultures 
  • Must be able to offer excellent customer service (internal and external)   
  • Must be able to have difficult conversations with customers regarding placement and euthanasia in a sensitive manner 
  • Must feel comfortable in dealing with angry, confused, distraught and/or irrational people
  • Must exhibit initiative and motivation in performing all duties 
  • Must have good senses of hearing, vision, and smell (to distinguish between various odors)
  • Must be able to stand for long periods of time and must be able to walk quickly
  • Must be able to see clearly with a least one eye and have good dex­terity and reflexes especially when restraining or moving an animal
  • Must be able to lift and carry at least 50 pounds with or without accommodation; crouch and bend at the waist and kneel; must be able to control dogs up to 200 pounds when on a leash 

 

WORKING CONDITIONS: 

  • General office and animal shelter environment.  When handling ani­mals, there is a potential of animal bites, exposure to zoonotic diseases, animal dander and noise.  Potential for working with angry or irate customers.  Involves entering and leaving work areas alone and at night. 
  • Equipment Used: Shelter transport vehicles, Personal computer and printer, office supplies, multi-lined telephone, copier, calculator, fax machine, safety boots, hearing protection, eye protection, respirators, gloves, animal leashes, clothes washer and dryer, broom, mop, hoses and nozzles, sprayers, scrapers, squeegees and animal dryers. 
  • Chemical Interaction: A wide variety of cleaners, disinfectants, detergents and medical products are used on a daily basis.  Each position at Seattle Humane will likely encounter these chemicals during the routine performance of their duties. Specific instructions will be provided by a staff member for the safe and proper use of these chemicals. If there are any questions regarding this information, copies of our chemical MSDS sheets are available for review. If asked to use a product that is unfamiliar, contact your supervisor for proper instructions.
  • Work Hours:  Full-time non-exempt position. 40 hours per week scheduled, five days a weekMust be available evening and/or weekend hours. Schedule may vary depending on coverage by other department staff, holidays, or emergencies.
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