Shelter Admissions Associate - Adoption & Intake

Toronto Humane Society; Toronto; On-site; CAD 40,000 - 55,000; Full time

Job summary

The Toronto Humane Society is seeking a Shelter Admissions Associate to support animal intake operations. The role requires strong decision-making, organizational skills, and an empathetic approach to animal welfare. Candidates should have relevant education and experience in client care, emphasizing exceptional communication abilities and the capacity to handle urgent situations.

Qualifications

• Minimum 1 year post-secondary education in a related field.
• Two years of experience providing client care.
• Ability to remain calm in urgent situations.

Responsibilities

• Responsible for scheduling appointments and assessing animal health.
• Maintain meticulous records and ensure confidentiality.
• Train and supervise Admissions volunteers.

Skills

Client Care

Organizational Skills

Communication

Decision Making

Education

Post-secondary education in a related field

Tools

Microsoft Office Suite

Job description

Shelter Admissions Associate - Adoption & Intake

Job Description

Posted Monday, June 9, 2025 at 4:00 AM

Our Vision: To be a leader in animal welfare, working for a compassionate society where all animals are respected and valued.

Our Mission: To Improve the Lives of Animals.

Job Summary

The Shelter Admissions Associate under the direction of the Senior Manager, Shelter Operations will be responsible for administrative tasks within the Admissions department of Toronto Humane Society and plays a crucial role in ensuring the well-being of both animals and their guardians. This position requires strong decision-making skills to evaluate each animal's situation and make informed acceptance decisions in consultation with the Manager, Animal Flow and other departments as needed. The Associate must adhere to established policies and protocols, ensuring prompt and responsible actions in urgent situations. Key responsibilities include scheduling appointments, coordinating the arrival of animals, assessing their health and behavior, and prioritizing admissions based on resources and capacity.

The Associate will demonstrate excellent communication and interpersonal abilities, organizational proficiency, and empathy towards both animals and people. They will be responsible for meticulous record-keeping, maintaining client confidentiality, and managing various documents in accordance with Toronto Humane Society policies. Collaboration with other departments, training and supervising volunteers, and providing exceptional customer service are also essential duties.

Job Duties

• Decision-Making and Policy Adherence:
• Direct and counsel members of the public to the best available service for their needs; striving for a solution that keeps animals and their guardians together.
• Evaluate each animal's situation to make informed acceptance decisions in consultation with the Manager, Animal Flow other departments as needed.
• Adhere to and enforce established policies, protocols, and guidelines for intake procedures.
• Act responsibly in urgent or emergency situations to ensure animal welfare.
• Scheduling and Coordination:
• Schedule appointments and coordinate the arrival of incoming animals.
• Assess animals for health, behaviour, and suitability for admittance..
• Prioritize admissions based on available resources and shelter capacity.
• Recording Keeping
• Responsible for recording client, patient, and medical information into online database.
• Responsible for ensuring privacy of confidential client information (following PIPEDA legislation), maintaining meticulous medical and communication records when creating, updating, and filing patient records.
• Manage documents, invoices, receipts, and records; maintain files in accordance with THS policies.
• Collaboration and Stakeholder Engagement:
• Work with other divisions/departments.
• Train, coach, and supervise Admissions volunteers.
• Customer and Community Service:
• Provide exceptional service and support to individuals surrendering animals.
• Educate the public on responsible pet guardianship and adoption processes.
• Maintain a strong understanding of the shelter services and programs, including but not limited to; surrender, , euthanasia, Trap/Neuter/Return, surgical services, preventative health care.
• General Duties
• Foster, promote, support and drive inclusion and influence others to promote, embrace and progress Diversity, Equity & Inclusion at THS.
• Maintain a professional appearance, demeanour, and attitude at all times.
• Maintain a high level of confidentiality in all interactions.
• Attend and participate in workshops, seminars, and in-service training to further education, skills, and training.
• Be aware of and work within the regulations of all Toronto Humane Society policies and protocols.
• Work in compliance with the provisions of the OHSA and its regulations including understanding and adhering to the requirements of the Health and Safety Manual and any other rules and regulations established by THS.
• Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society.
• Other duties as required in the day-to-day operation of the Society.

Job Requirements

• Minimum 1 year post secondary education in a related field, and
• Two years of experience providing client care and/or stakeholder management
• RVT, CPDT, Social Service Worker, Bachelor of Social Work (BSW) or Master of Social Work (MSW) considered an asset
• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
• Ability to remain calm and professional in urgent/emotionally demanding situations
• Maintain a professional appearance, demeanour, and attitude at all times
• Ability to adapt to new technology
• Meticulous records maintenance & revenue handling skills
• Ability to ensure workspace, daily workload, and records are organized and quickly accessible at all times
• Strong knowledge of operational and patient care protocols (with the ability of referencing these materials promptly at all times)
• Ability to deal with the public sensitively, tactfully, diplomatically, and professionally at all times (in person, over the phone, or by email)
• Ability to effectively communicate both verbally and in writing
• Ability to triage, multitask, and work with utmost efficiency
• Ability to work individually as well as part of a team
• Proficient in Microsoft Office programs (including Word, Excel, and Outlook)

Work Conditions

• On site position with a regular schedule, including evenings and weekends
• Occasional overtime
• Intermittent physical activity including walking, standing, sitting, lifting, and occasionally animal handling
• Operation of desktop computer, phone, lobby television, and peripherals
• Extended periods of sitting, repetitive clerical tasks or answering phone calls
• Interaction with volunteers, employees, management, and the public at large
• Working in a busy office environment with frequent interruptions
• Performance of essential functions may require exposure to adverse environmental conditions, such as dirt, dust, odors, noise extremes, hazardous materials, bright/dim lights, toxic agents, animal attacks, animal bites, disease, pathogenic substances, or rude/irate customers.

Candidate Potential

At Toronto Humane Society, we value diverse perspectives and recognize that a great candidate may not check every box. If you're passionate about animal welfare and believe you have the potential to excel in this role, we encourage you to apply, even if you may not meet every listed qualification. You just might be the right candidate for this or other roles. We are committed to providing a supportive environment for professional growth and development.

Commitment to Diversity, Equity, & Inclusion

Toronto Humane Society is committed to building and sustaining a diverse and equitable workplace where people’s unique backgrounds, experiences, and perspectives are valued, respected, and welcome. We recognize that a diverse and empowered workforce helps us better serve our animals, clients, and community and contributes to Toronto Humane Society’s overall growth and success. Therefore, we strongly encourage qualified applications from underrepresented and equity-deserving groups within the animal welfare sector, including Indigenous, Black, racialized, immigrant, 2S/LGBTQ+, and people with disabilities.

Accommodation Needs

Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.

Use of AI in Recruitment

To streamline our hiring process, we utilize an applicant tracking system (ATS) to manage and organize applications. While the ATS aids in efficiency, the core evaluation of candidates is carried out by our human resources team. This approach ensures a personalized review that allows us to gain a comprehensive understanding of the applicant's unique skills and potential.

Next Steps

We thank all applicants for their interest in Toronto Humane Society, however due to the high number of applications we receive, only those selected will be contacted for an interview.