San Diego Humane Society is hiring a Full-Time Community Care Center Associate for our San Diego Campus!
Apply at SDHS Careers Page: https://www.sdhumane.org/about-us/careers/open-positions.html?p=job%2FonEFffwF
SUMMARY: Responsible for providing guest relations functions for the Community Care Center as well as supporting the veterinary team by performing administrative duties and data entry. Will work in the HASS department, closely with the Pet Resource Center, the Admissions team, Community Impact and HLE to provide support to pet owners in crisis. Will work to help remove the barriers for vulnerable families to access the resources they need for their pets or the animals they find. Will work to reduce the number of pets coming into the shelter and keep more pets in homes with the families that love them.
ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following; however other duties may be assigned.
- Perform exemplary customer service, including providing resources and support.
- Available in the office when open to the public and for other tasks offsite in the community as needed
- Greets clients and office visitors warmly, with acceptance and patience; promptly provides assistance or directs guests to the appropriate resource, service or staff person as needed
- Assists Spanish-speaking SDHS guests as needed.
- Schedule and maintain Community Care Center appointments, including telehealth and in person appointments. These include, but are not limited to, vaccines, microchips, spay/neuter (including CSN, LAP, WAH, etc.)
- Ensure guests are checked in and checked out for Community Care Center services.
- Follow up with guests to reschedule missed appointments. Follow up on phone messages within 24 hours.
- Coordinates all aspects of voucher program, including processing, communication with vet offices and Finance department to ensure invoices are paid per the protocol
- Communicates with other departments and outside agencies as needed to advocate for clients
- Utilize knowledge of all Society departments and services in order to efficiently direct guests or transfer calls.
- Provides veterinary resources to the public including, but not limited to, discount pet exams, low-cost vaccines, etc.
- Provides non-animal related services to the public, in conjunction with Guest Relations Team. This may include human health referrals including pet friendly housing, homeless shelters, DV shelters, Day Centers, Food banks, Resource Fairs
- Takes photos and gathers stories for social media and other communications needs
- Manages appointment flow of the day including foster and post-adopt
- Manages surgery drop-off’s including foster and rescue
General Program Assistance:
- Keeping office and courtyard area neat and clean
- Work with volunteer pool to provide hotline assistance to the public
- Community Outreach support: assist at Community Pet Events and community outreach events
- Database: Shelter Buddy, Clinic HQ, Salesforce, Basecamp, Papersave, Mindtouch,
- Stock and display pet resources and all society information for distribution to guests.
- Maintain all supplies in the Community Care Center.
- Willingly assist internal staff in all shelter programs and special events.
- Promote positive relationships with the general public, volunteers and staff while promoting the society’s programs, policies and philosophies. Communicate effectively and professionally with co-workers, management and the public at all times.
- Work directly with all departments to assure the highest of standards in day-to-day shelter operations at all facilities.
- Participate in department cross-training, working towards being cross-trained in all areas to provide coverage in other non-scheduled departmental areas as needed.
- Complete training on transportation services for pet families using ride share apps and coordinating rides, processing invoices, and addressing related issues as they arise
- Adequately complete general professional office reception work.
- Obtain and upload outsourced medical records into animal sheltering and/or spay/neuter clinic programs.
- Obtain and scan previous medical records and attach to Shelter Buddy or Clinic HQ record.
- Update all guest records in Shelter Buddy and Clinic HQ as changes occur.
- Accurately collect monies, maintain a cash drawer, and provide daily reconciliation.
- Promote positive relationships with the general public, volunteers and staff while promoting the society’s programs, policies and philosophies.
- Actively participate in the Wild at Heart program with the Wellness, Medical and other SDHS departments.
- Tracks all program stats
- Generates Salesforce, Shelter Buddy, Clinic HQ reports as needed for scheduled reporting and other staff/departments
- Participate in cross-training with other departments to learn basic animal care and medical skills including, but not limited to, animal handling and restraint utilizing Fear Free techniques, administering vaccines and oral medications, and feeding.
- Assist with animal transport.
- Assist with cleaning and disinfection per protocols.
- Maintaining the cleanliness, daily inventory, and basic animal care of the WAH wards.
- Feeding and care of cats in the WAH program, Support medical team in discharge of surgical patients to rescue, foster, and owners in collaboration with Wellness team members.
- Wear appropriate, clean uniform and name tag at all times during business hours
- Regularly and predictably attend work as scheduled.
- Attend meetings and trainings as scheduled.
- Support the society’s “Getting to Zero” strategic initiatives and support a culture of Yes attitude.
- Provide highest quality guest service and effectively communicate Society policies and procedures to the public, acting on the principle that “the guest comes first”
Exemplifies San Diego Humane Society’s Core Values:
- Shows compassion for people and animals
- Has the courageto make tough decisions and take smart risks
- Seeks out ways to make an impactfor animals and people
- Cultivates inclusionby embracing diversity and promoting equity
- Leads with integrity and treats everyone with respect
Participates in creating a thriving Culture of Philanthropy at San Diego Humane Society by:
- Being knowledgeable and supportive of Society programs
- Sharing their passion for service to animals, people, and our community with our guests
- Serving as an inspiration to all guests by providing an exemplary level of animal care and guest service
- Being able to communicate a compelling case for support that demonstrates the impact of philanthropy on San Diego Humane Society
SUPERVISORY RESPONSIBILITIES: None.
SALRY: This is a non-exempt position that starts at a rate of $14.75 per hour. Salary is commensurate with Experience.
EDUCATION, SKILL, EXPERIENCE: High School graduate or equivalent required. Two years’ experience in customer services/guest relations preferred, as well as excellent written and verbal communication skills. Bilingual preferred. Must have experience using multi-line phones, multi-tasking and one year data entry experience. Must have good planning and organizing skills and be detailed oriented. Cash handling preferred. Familiarity with MS office software is preferred. Experience in animal sheltering, veterinary medicine and Shelter Buddy and Clinic HQ software, Excel, Word, Salesforce, Mindtouch and Papersave skills preferred. Familiarity with medical terminology preferred. Background check and good driving record with valid CA Driver’s license and good driving record required. Must be comfortable driving larger vehicles including van and box truck.
PHYSICAL DEMANDS: Must be able to stand, walk, sit, talk and hear, stoop, bend, squat, kneel, grasp grip, put fingers together firmly, grasp and reach above and below shoulder level and lift, push or pull 50 pounds for situations of restraining or moving animals and lifting food and animal care supplies, repetitively use hands to operate computers; flex the neck upward and downward; twist the neck and the waist. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT: Generally works in a standard office environment, with frequent access to a supply warehouse as well as exposure to environmental conditions when working at various indoor and outdoor locations for events, this includes working with and near animals. There is a potential of exposure to parasites and infectious diseases that can be carried and transmitted by animals. Exposure to cat litter dust, warehouse equipment, including but not limited to a forklift and pallet jack. Meeting and interacting with clients and potential clients with mental illness or physical disabilities. On occasion will be required to drive SDHS van, truck, other Society vehicles, or own vehicle as necessary for work-related purposes.