Animal Welfare Associate

The Animal Welfare Associate is an integral component of Santa Fe Animal Shelter's lifesaving mission to create a compassionate, safe community for pets and people. By approaching every case with a solution not excuses mindset, the Animal Welfare Associate provides pet owners a judgement free experience as their needs are assessed, support options are explored and supported, when possible, to provide resources needed to keep pets in the home. 

Essential Functions and Responsibilities:

• Greet customers
• Operate a multi-line phone system
• Animal Handling as per SFAS approved and adopted Fear Free Methods
• Financial transaction processing
• Data Entry
• Appointment scheduling
• Handling of deceased animals for cremation
• Conduct themself in alignment with SFAS Guiding Principles, Rules of Engagement and policies
• Represent SFAS in a professional, caring, and solution-oriented manner while embracing a"Solutions, Not Excuses" motto
• Attend regular team huddles, meetings and training sessions providing feedback regarding processes, procedures, programs, operations.
• Participate in maintaining the work environment clean and free of clutter (throwing trash, sweeping, mopping, washing down counters)
• Dog walking, medication distribution and distribution enrichment items
• Provide Animal Care Support with kennel cleaning, dishes and laundry as needed
• Actively contribute to department and organization goals by meeting targets for: Return to owner animals, donations, store & ID tag sales
• Stay up to date with changes to internal protocol and procedure
• Be open and flexible to new concepts and pilot programs
• Participate in professional development opportunities
• Practice self-care and boundary-setting.
• Perform other duties as assigned.

Within six (6) months from date of hire, the Animal Welfare Associate must demonstrate strong practical knowledge, skills and proficiency in the following:

• Independent decision making utilizing critical thinking skills and provided tools to ensure the best possible outcome for pets and their people.
• Intake Diversion through case management that supports community members with challenges to successful pet ownership through both SFAS and community resources and programs.
• Navigation of commonly used software and social media platforms. 
• Reducing length of stay in line with SFAS protocols and best practices.

 Education/Work Experience/Skills Requirements

• College degree or minimum 5 years customer service experience.
• Financial transaction processing 
• Technical knowledge of Microsoft based programs, Google suite, Google Calendar, gmail 
• Ability to follow written and verbal instructions.
• Attention to detail 
• Ability to work both independently and as part of the team.
• Ability to clearly and concisely articulate information written and spoken.
• Empathy, patience and the ability to understand customer perspectives while maintaining composure with difficult customers.
• Critical thinking and problem-solving skills to find solutions to customer issues.
• Prior Animal Welfare experience a plus
• Bilingual a plus