POSITION SUMMARY: The Intake Associate is responsible for supporting pet owners who have requested 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 Pet Resource Center (PRC) 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 the pre-intake process.
- Assists customers releasing owned, 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 the Clinic 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.
- Enters 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 records.
- 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.
- 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 and periodically throughout of each shift.
- Reports any health, behavior, safety, or security concerns to a supervisor in a timely manner.
- Attends department and 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
- No direct staff supervision
- Provides support, training, and guidance to volunteers within the department and related programs.
- 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
A high degree of independent judgment is required. Intake Associates are flexible to respond to a variety of tasks and manage multiple priorities daily. 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.