Admissions Counselor - Spanish Speaking

Animal Care Centers of NYC; New York (NY); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

PTO package

Medical insurance

401K

Job summary

Animal Care Centers of NYC is seeking an Admissions Counselor to ensure compassionate, non-judgmental intake and comprehensive counseling for clients surrendering or seeking help for their animals.

You will document animal history, health, and behavior, coordinate with adjacent departments, and provide resources to prevent relinquishment while supporting pathways for animal placement.

Qualifications

• High School Diploma or equivalent is required.
• At least 1 year of customer service experience.
• Positive, compassionate attitude and good computer skills.
• Treats animals and people with respect, viewing individuals as collaborators.
• Capable of maintaining discretion and confidentiality.
• Competent in clearly documenting conversations and interactions.
• Ability to lift up to 75 lbs and stand for 8+ hours.

Responsibilities

• Provide a low-stress experience by using fear-free practices when handling the intake of animals that may be ill, injured, and/or behaviorally challenging.
• Assist clients in the admittance of animals through comprehensive interviews and completion of all necessary paperwork.
• Accurately record all information provided by the pet owner or guardian regarding the animal’s history, health, and behavior in shelter software.
• Manage use of surrender prevention resources and collaborate with partner organizations.
• Respond promptly to inquiries for relinquishment via voicemail and email.
• Assist owner requested euthanasia clients and handle their pet.
• Fear Free certification required within 30 days of hire.

Job description

The working schedule for this position is Wednesday - Sunday, 11AM -7:30PM with Monday and Tuesday off.

Who We Are

ACC is one of the nation’s largest open-admission animal shelters, whose mission is to End Animal Homelessness in NYC. We touch the lives of nearly 20,000 animals each year. ACC is more than an animal shelter; we are a resource to the community, always seeking ways to keep the human-animal bond intact. With a 90% placement rate, our progressive, life-saving initiatives contribute to the successful placement of our animals.

We strive to find loving homes for homeless and abandoned cats, dogs, guinea pigs and rabbits, both by adopting animals directly to the public and by partnering with more than 200 dedicated animal placement organizations (our New Hope partners). We also help keep NYC communities safe and rescue animals in need, responding to emergencies that involve animals as well as keeping our doors open 24/7 for people and animals in need.

Summary

The Admissions Counselor is a key member of the ACC team, ensuring that animals entering our centers are set up for the best possible outcomes from the very first interaction. By providing safe, supportive environments free of judgment, the Admissions Counselor allows owners and finders of animals to seek assistance without fear or embarrassment. The Admissions Counselor spends time with each client working to understand the true nature of the situation and provides appropriate resources ranging from surrender prevention options, alternatives to shelter relinquishment, and acceptance of the animal into our programs. ACC never turns away an animal, but we do seek to work collaboratively with each client to ensure their animal has the best opportunities provided to them. For animals entering the centers, the Admissions Counselor helps determine placement pathways by documenting key information about the animal’s history, known behavior, and habits. They take great, flattering photos of each pet, and communicate with a variety of departments to ensure everyone has what they need to help our animals succeed.

Required Qualifications:

• High School Diploma or equivalent is required.
• At least 1 year of customer service experience required.
• Positive, compassionate attitude, and good computer skills required.
• Treats animals and people with respect, viewing individuals as collaborators.
• Capable of maintaining discretion and confidentiality.
• Competent in clearly documenting conversations and interactions.
• Ability to lift up to 75 lbs and stand for 8+ hours.

ACC values work/life balance and offers a generous paid-time-off (PTO) package that includes vacation time, birthdays off, personal days and sick pay. We also value physical and mental health by offering a great open access Cigna medical, dental and vision insurance at a low premium to our employees as well as 401K and Pension, Life Insurance. We also have on-the-job training for 2-4 weeks, periodic all staff trainings to include safety, DEI, cross training, and other growth opportunities.

Because ACC is a nonprofit, employees may be eligible for loan forgiveness, cancellation, and/or consolidation under the Public Service Loan Forgiveness program (PSLF). Created under the College Cost Reduction and Access Act of 2007, PSLF allows borrowers who work full time for nonprofits and government agencies to have their outstanding debt forgiven tax-free on Federal Direct Loans, after making 120 qualifying monthly payments under a qualifying repayment plan.

Essential Job Functions

• Provide a low-stress experience by using fear-free practices when handling the intake of animals that may be ill, injured, and/or behaviorally challenging.
• Assist clients in the admittance of animals through comprehensive interviews and completion of all necessary paperwork. Provide appropriate counseling based on circumstances while providing empathy and compassionate support to clients experiencing challenges related to their pets. Through counseling, determine if prevention or deferment of admission is possible with additional support.
• Accurately record all information provided by the pet owner or guardian regarding the animal’s history, health, and behavior. Accurately and completely enter this information utilizing our shelter software.

Other Responsibilities

• Manage use of ACC surrender prevention support resources at the direction of supervisor.
• Collaborate with ACC partner organizations to provide support beyond what ACC can provide.
• Collaborate with ACC adoption and New Hope departments to implement pathway planning, divert intake, or minimize length of stay for deferred intakes.
• Perform preliminary behavior and medical assessments to be shared with appropriate departments for pathway planning.
• Check voicemail and email accounts, promptly responding to all inquiries for relinquishment.
• Keep supervisor informed of support resource supplies and needs.
• Accurately record all information provided by animal owner or guardian regarding animal history, health, and behavior.
• Accurately and completely enter admission and animal information utilizing shelter software.
• Assist owner requested euthanasia clients and handle their pet.
• Handle and take paw prints for animals that come in deceased.
• Fear Free certification required within 30 days of hire.
• Other duties as assigned by Supervisor.

Preferred Qualifications:

• Relevant coursework in animal care or a relevant field is a plus.
• Certification in animal handling or fear-free practices is a significant advantage.
• Experience volunteering at animal shelters or other service organizations is highly valued.
• Ability to thrive in a fast-paced, high-stress environment.
• Capable of maintaining discretion and confidentiality.
• Attention to detail with efficient task performance.
• Competent in clearly documenting conversations and interactions.
• Team-oriented and friendly demeanor.
• Availability to modify schedule with little notice.
• Passion for animals and ability to interact calmly.

At ACC it's all hands-on deck. We work together as a team, which means you may be asked to help with tasks that involve working outside in all sorts of weather. As a busy animal shelter in one of the biggest cities in the world it can get noisy inside. Employees should have the ability to remain calm yet professional in stressful situations involving animals and/or members of the public. Animal Care Centers houses hundreds of animals in its facilities at any given time and with that comes fur, odors and other airborne particles in abundance.

ACC offers many low-cost services to pets and people in need. This includes compassionate end-of-life services for people who cannot afford to go to a private veterinary office but still want to provide a professional and peaceful transition for their beloved pet.

Reports to:

Admissions Supervisor

Overtime:

This is a non-union position and is eligible for overtime.