Job Description
Job DescriptionDescription:
Job Title: Community Resource Counselor
Working Relationships: Reports to the Pet Care & Community Resource Manager and the Community Resource Supervisor, works closely with the behavior, foster and medical teams
Job Summary: This role serves as the primary point of contact for community members seeking assistance at the front desk. The Community Resource Counselor provides compassionate, solution-focused customer service aimed at providing resources that promote keeping pets and people together. This position supports lost and found efforts, pet retention services, end-of-life care, and a variety of administrative and operational needs while upholding the core values and mission of the Lynchburg Humane Society.
Responsibilities:
Customer Service & Front Desk Operations
- Greets visitors warmly and provides compassionate, professional customer service in alignment with LHS philosophies and core values.
- Prioritizes and responds to walk-ins, phone calls, and email inquiries in a timely and organized manner.
- Practices de-escalation techniques when working with upset or distressed clients.
- Serves as a knowledgeable resource for community members seeking information on shelter services and programs.
- Efficiently and accurately utilizes shelter software and maintains required spreadsheets and records.
- Communicates professionally and respectfully with the public at all times, including during high-stress situations.
- Immediately reports any potential customer service concerns or conflicts to management.
Lost and Found Pets
- Serves as the primary point of contact for lost and found pet reports and inquiries.
- Ensures reasonable efforts are made to reunite lost pets with owners through phone calls, emails, social media posts, and found pet flyers.
- Maintains accurate documentation and recordkeeping related to lost and found cases.
- Coordinates communication with City of Lynchburg Animal Control Officers regarding pets brought to the shelter.
- Assists members of the public with microchip scans and identification resources.
Pet Retention Services
- Provides guidance, resources, and problem-solving support to pet owners in crisis with the goal of keeping pets in their homes whenever possible.
- Assists clients with access to community support services including low-cost veterinary care, behavior resources, and rehoming guidance.
- Completes and processes temporary assistance applications and related forms.
- Educates pet owners on responsible pet ownership and available community resources.
- Supports the human-animal bond through compassionate, judgment-free interactions.
Cremation and End-of-Life Services
- Schedules and coordinates public end-of-life and cremation services with sensitivity and professionalism.
- Processes required consent forms and ensures accurate documentation.
- Provides clear, compassionate communication to clients regarding available options and procedures.
- Maintains organized records related to cremation services and client communications.
Administrative Duties
- Processes payments and collects fees for services, including vaccines, microchips, city tags, end-of-life services, and donations with accuracy and integrity.
- Completes and files legal and administrative forms such as surrender agreements, owner consent forms, lost/found reports, and service applications.
- Schedules public services and appointments as needed.
- Maintains organized records, memos, and documentation of client contact attempts.
- Assists with data entry and tracking to support departmental operations.
- Ensures compliance with state regulations and LHS policies and procedures.
Cleaning & Facility Support
- Maintains cleanliness and organization of the front lobby and public areas to ensure a welcoming environment for staff, volunteers, clients, and pets.
- Assists with laundry rotation and maintaining an organized laundry room when needed.
- Helps maintain orderly front desk and community resource areas.
- Supports general facility upkeep as assigned.
Other Duties
- Promotes donations, community programs, and services offered by LHS.
- Assists other departments when needed to support overall shelter operations.
- Walks and handles dogs and cats of various sizes, ages, and behavioral categories.
- Performs additional tasks as assigned by management.
- Consistently personifies LHS Core Values.
Requirements:
Education, Experience, Knowledge, Skills, and Abilities: Emotional/Mental Requirements:
- Ability to work effectively under stressful and emotionally charged conditions
- Ability to rapidly and accurately process information
- Ability to recognize a need for assistance and ask for help
- Ability to work independently and as part of a team
- Strong decision-making and problem-solving skills
Animal Handling
- Must be able to learn characteristics of animal behavior (for example: be able to identify aggressive or fearful behavior)
- Must be able to use appropriate safety equipment for fractious or feral animals the use of safety equipment is mandatory
- Must possess excellent reflexes
- Should be able to identify own limitations and be willing to ask for help
- Become “Fear Free Certified"
Qualifications:
- High School Diploma
- Excellent customer service skills.
- Ability to work efficiently with limited supervision.
- Ability to maintain composure and excel in a fast-paced environment while remaining organized and accurate.
- Ability to problem solve.
- Excellent work ethic.
- Competent computer skills and data entry experience required, shelter software knowledge a plus.