Intake & Adoption Counselor

Hamiltonhumane; Fishers (IN); On-site; USD 22,000 - 23,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability coverage

FSA/HSA

Life insurance

401(k) matching

Paid time off

Pet benefits

Job summary

The Humane Society for Hamilton County in Fishers, IN is seeking an Intake & Adoption Counselor who delivers compassionate customer service to adopters and manages applications, paperwork, and reunifications.

This role requires empathy, strong communication, ability to multitask in a busy shelter, comfort with PetPoint and Microsoft Office, and availability for nights and weekends.

Qualifications

• At least one year of customer service experience.
• Ability to communicate clearly in person, by phone, and via email.
• Comfortable working with people from diverse backgrounds and circumstances.
• Willingness to perform physical tasks during an 8–10 hour shift.
• Fear-Free Certified or willing to become certified.
• Experience with PetPoint and office software is preferred.

Responsibilities

• Greet visitors, answer questions, and guide adopters to the right department.
• Review and pre-approve adoption applications and help match adopters with animals.
• Complete adoption paperwork and communicate placement details.
• Process intakes and provide shelter-diversion resources when appropriate.
• Help reunite lost pets with owners and maintain accurate records in PetPoint.
• Assist with donations processing and end-of-day reconciliations.
• Collaborate with shelter departments to keep the front area welcoming.

Skills

Customer service

Communication

Multitasking

Empathy under pressure

Problem-solving

Tools

PetPoint

Microsoft Office

Email

Job description

Intake & Adoption Counselor

Sometimes the difference between an animal finding their way home and continuing to wait is one compassionate conversation. You could be the person who makes that difference.

Humane Society for Hamilton County | Fishers, IN$16.00–$17.00/hour

At the Humane Society for Hamilton County, our Intake & Adoption Counselors are often the first people someone meets when they walk through our doors—and sometimes the last person they speak with before taking their new family member home.

We're looking for someone who can make people feel welcome, stay calm when emotions are high, and keep dozens of moving pieces organized without losing sight of why the work matters.

As an Intake & Adoption Counselor, you'll help potential adopters find the right match, review and process adoption applications, complete adoption paperwork, assist families surrendering animals with compassion, help reunite lost pets with their owners, answer questions from the public, and connect people with the right resources throughout HSHC. Intake & Adoption Counselor Job…

You'll also be one of our primary customer-service representatives—greeting visitors, answering phones and emails, processing donations, entering information into PetPoint, and working closely with departments throughout the shelter. Intake & Adoption Counselor Job…

But this isn't ordinary front-desk customer service.

Some conversations will be joyful. You'll watch families meet the animal they've been waiting for and help make the adoption official.

Others may be difficult. Someone may have lost their pet. Someone may believe they can no longer keep an animal they love. An adopter may be frustrated. The lobby may be busy, the phone may be ringing, and three people may need you at the same time.

You'll need the empathy to understand what someone is going through and the judgment to figure out what needs to happen next.

It's fast-paced. It's emotional. Plans change quickly.

But if you're someone who can stay kind under pressure, genuinely enjoys helping people, and wants your work to directly help animals find and stay in loving homes, this could be exactly where you belong.

You might be the one if you:

• Have at least one year of customer service experience
• Genuinely enjoy working with people from many different backgrounds and circumstances
• Are comfortable having conversations that can sometimes be emotional, stressful, or difficult
• Communicate clearly and professionally in person, by phone, and through email
• Can multitask without making the person standing in front of you feel like they're just another task
• Are comfortable using computers, Microsoft Office, email, and database systems such as PetPoint
• Are a self-starter who can recognize what needs attention and take initiative
• Can problem-solve, prioritize, and pivot quickly when the day changes unexpectedly
• Are Fear-Free Certified or willing and able to become certified
• Perform physical activity including bending, standing, and lifting throughout an 8–10 hour workday
• Are flexible to work nights and weekends
• Are comfortable working in an animal-shelter environment with animal sounds, odors, hair, and allergens
• Believe every life is worth saving—our No-Kill Philosophy and “whatever it takes” culture are part of who we are

These requirements reflect the customer-service, physical, communication, problem-solving, and flexibility expectations in the position description. Intake & Adoption Counselor Job…

What you'll actually be doing:

You'll help keep animals moving safely into and out of our shelter by:

• Reviewing and pre-approving adoption applications and helping match adopters with appropriate animals
• Completing adoption paperwork and speaking with prospective adopters about placement
• Processing animal intakes and providing shelter-diversion resources when appropriate
• Helping reunite lost animals with their families
• Providing animal-welfare information and resources to the public
• Greeting visitors and helping them find the right department or service
• Answering calls, emails, and customer questions
• Entering accurate information into PetPoint
• Processing donations and completing end-of-day cash and credit-card reconciliation
• Working closely with other HSHC departments
• Keeping customer-facing areas clean, organized, and welcoming

Those functions come directly from the role's daily responsibilities. Intake & Adoption Counselor Job…

What's in it for you:

For eligible full-time employees, HSHC offers:

• Medical, dental, and vision insurance
• Short- and long-term disability coverage
• FSA/HSA options
• Life insurance
• 401(k) matching
• Generous vacation and PTO accruing from day one
• A robust employee pet-benefits program, including discounted veterinary care and select free pet supplies
• The chance to do work where the outcome isn't just another completed transaction—it's an animal getting another chance

If you're the person who can bring calm to chaos, compassion to difficult conversations, and warmth to someone's first experience with HSHC, we'd love to meet you.