Community Services Facilitator - Full Time

Calgary Humane Society; Calgary; On-site; CAD 33,000 - 40,000; Full time

Benefits offered by this job

Health and dental benefits

Vision coverage

RRSP matching

Paid vacation and sick time

Wellness days

Birthday day off

Professional development

Adoption fee discounts

Employee assistance program

Free on-site parking

Job summary

Calgary Humane Society seeks a Community Services Facilitator to coordinate intake, diversion, foster placement, and community supports across Admissions, Foster Care, and Community Programs. You will ensure a seamless, client-centered experience for animals and people.

The role requires adaptability, sound judgment, and exceptional customer service to coordinate resources and communication across multiple teams in a fast-paced environment.

Qualifications

• High school diploma required; post-secondary in animal care or related field an asset.
• Experience in customer service, program coordination, or animal welfare preferred.
• Strong communication and compassionate problem-solving skills.

Responsibilities

• Coordinate intake, diversion, and foster placement across teams.
• Provide compassionate support to clients surrendering animals and seeking assistance.
• Respond to inquiries and maintain accurate case documentation.
• Support community programs and outreach across veterinary partners.

Skills

Customer service

Program coordination

Animal welfare

Interpersonal skills

Microsoft Office

Driver's License

Education

High school diploma

Animal care education

Social work education

Job description

37.5 hours per week | Rotational schedule including days, evenings, and weekends | Shifts between 8:30AM–7:00PM

Reporting to the Manager of Animal Admissions & Foster, the Community Services Facilitator is a collaborative, cross-functional role that operates across Animal Admissions, Foster Care, and Community Programs. This position is integral to advancing the organization’s mission by supporting a coordinated, compassionate approach to service delivery for both animals and the community.

The Community Services Facilitator plays a key role in ensuring a seamless and client-centered experience across the continuum of care—from intake and diversion, to foster placement, to the delivery of community-based supports that help keep pets safely in their homes.

This position requires a high degree of adaptability, sound judgment, and professionalism to effectively navigate a fast-paced environment while responding to the diverse needs of clients and animals.

The successful candidate will demonstrate a strong commitment to animal welfare, exceptional customer service, and the ability to effectively coordinate programs, resources, and communication across multiple teams in support of organizational goals.

Responsibilities:

Integrated Service Delivery

• Act as a liaison across Admissions, Foster, and Community Programs to ensure cohesive, timely, and client-centered service delivery.
• Support the full lifecycle of care for animals and clients, including intake, diversion, foster placement, and community outreach programs.
• Maintain strong communication between departments to ensure alignment, efficiency, and continuity of care.

Animal Admissions & Client Support

• Provide compassionate, non-judgmental support to clients surrendering animals or seeking assistance.
• Assess and triage animal intakes while exploring diversion opportunities and community-based supports.
• Process intake documentation, maintain accurate records, and manage database entries.
• Coordinate foster intakes, returns, and transportation logistics with internal teams and external veterinary partners.
• Respond to public inquiries via phone, email, and in person.

Foster Program Coordination

• Train and support foster families and volunteers.
• Coordinate the placement of animals into foster homes, ensuring timely and appropriate matches.
• Maintain ongoing communication with foster caregivers and provide day-to-day support.
• Track and manage foster animal records, inventory, and program documentation.
• Support volunteer engagement, recognition initiatives, and foster appreciation efforts.

Community Programs & Outreach

• Support the administration of applications, appointment scheduling, and client communication.
• Collaborate with veterinary teams and external partners to expand program offerings (e.g., vaccination and spay/neuter initiatives).
• Track program data and contribute to reporting and continuous improvement.
• Develop and document policies, procedures, and best practices for program consistency.
• Assist in the coordination, and delivery of community support programs, including:
• Pet Safekeeping
• Emergency Boarding
• Seniors Program
• Pet Food Bank
• Keep Them Home initiatives

Collaboration & Operations Support

• Provide administrative and operational support across departments as needed.
• Assist with animal care duties including handling, cleaning, enrichment, and kennel setup when required.
• Support transport of animals to veterinary clinics and partner agencies.
• Promote volunteer engagement and donor stewardship through positive relationship-building.
• Participate in maintaining a safe, clean, and organized work environment.

Position Requirements:

• High school diploma (post-secondary education in animal care, social work, or related field an asset).
• Experience in customer service, program coordination, or animal welfare environments.
• Strong interpersonal and communication skills, with the ability to manage sensitive situations compassionately.
• Proven ability to build relationships across diverse communities and stakeholders.
• Excellent organizational and multitasking skills, with the ability to manage competing priorities.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Ability to work independently and collaboratively in a fast-paced environment.
• Class 5 Driver’s License with a clear 3-year driver’s abstract required.
• Successful candidate will be required to provide a criminal record check at their own expense to be arranged by CHS.

Physical Requirements:

• Ability to safely handle animals and lift up to 50 lbs
• Capacity for repetitive physical tasks including standing, walking, bending, and lifting
• Physically capable of, and comfortable handling a variety of species including but not limited to: cats, dogs, rabbits, birds, reptiles, and other species

Annual Salary:

$36,367.50 with a 10.46% salary increase after successful completion of the probationary period.

What We Offer:

• 100% employer-paid health and dental benefits for employees and their eligible dependants.
• Vision coverage and a Wellness Spending Account.
• Employer-matched RSP contributions.
• Paid vacation, sick time, wellness days, and flex days, plus a paid day off for your birthday.
• Professional development and career-growth opportunities.
• Discounts on CHS products and services, including adoption fees.
• Access to an Employee and Family Assistance Program and reduced-rate counselling services.
• Free on-site parking.
• A meaningful, mission-driven workplace where your work directly supports animals and people in the community.

Our Commitment to Inclusion:

The people and families we serve are diverse, and Calgary Humane Society is committed to building an inclusive workplace that reflects the community around us. We believe that different identities, lived experiences, perspectives, and abilities strengthen our organization and help us better support animals and the people who care for them.

We welcome applications from all qualified candidates and particularly encourage applications from people who have historically faced barriers to employment. We are committed to an accessible and equitable recruitment process, and accommodation is available at any stage upon request.

We thank all applicants for their interest. Only those selected for an interview will be contacted. To ensure a fair and consistent recruitment process, we are unable to respond to telephone or email inquiries regarding applications.