Community Resource Counselor

TPL INTERNATIONAL SRL; Lynchburg (VA); Vor Ort; USD 22.000 - 30.000; Vollzeit

Zusammenfassung

Lynchburg Humane Society seeks a friendly Community Resource Counselor to serve as the front desk contact for community members seeking assistance. This role delivers compassionate, solution-focused service, supports lost and found efforts, pet retention resources, end-of-life guidance, and a range of administrative tasks to keep shelter operations running smoothly.

The position emphasizes strong customer service, accurate recordkeeping, and effective communication with the public, volunteers,

Qualifikationen

• High School Diploma or equivalent.
• Excellent customer service skills.
• Ability to work efficiently with limited supervision.
• Strong organization and data entry abilities.
• Competent computer skills; shelter software knowledge is a plus.

Aufgaben

• Greet visitors and provide compassionate customer service.
• Respond to walk-ins, calls, and emails promptly.
• Maintain lost and found records and coordinate reunifications.
• Assist with microchip scans and ID resources.
• Process payments for services and collect fees.
• Schedule services and maintain organized records.
• Walk dogs and handle cats as assigned.
• Promote shelter programs and services.
• Support administrative duties and facility upkeep.
• Work in a respectful, teamwork-driven environment.

Kenntnisse

Customer service

Front desk

De-escalation

Shelter software

Recordkeeping

Communication

Ausbildung

High School Diploma

Jobbeschreibung

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.

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.