Pet Resource Center Coordinator

Seattle Humane; Bellevue (WA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Full health and wellness coverage

Generous paid time off starting at three weeks

Employer matching retirement plan

Personal pet allowance

Employee sabbaticals

Discounts on services

Job summary

A community resource center for pets in Bellevue, WA is seeking a Pet Resource Center Coordinator. This role involves triaging inquiries, managing grant funds, and collaborating with internal teams to support pet retention and services. Ideal candidates will have strong communication skills, customer service experience, and the ability to manage complex situations. The position offers competitive benefits and the opportunity to work closely with animals in need.

Qualifications

• Must have experience handling escalated clients and complex situations.
• Requires the ability to lift and carry at least 50 pounds.
• Customer service experience; experience with escalated clients preferred.
• Knowledge of animal health, behavior, and nutrition preferred.
• Experience training and supervising volunteers preferred.
• Proficiency with databases and MS Office.

Responsibilities

• Triages incoming pet help inquiries and refers clients to services.
• Supports pet retention through disbursement of grant funds and resources.
• Collaborates with teams to provide ongoing support.
• Collaborate with Seattle Humane teams for ongoing support.
• Maintain PetPoint and NetSuite records.
• Provide training and guidance to volunteers.
• Assist during Pet Food Bank open hours.
• Handle program improvements and data tracking.
• Ensure a safe, clean work environment and proper equipment use.
• Coordinate donations intake and respond quickly to needs.

Skills

Excellent oral and written communication skills

Customer service experience

Problem-solving skills

Attention to detail

Ability to work in a team

Education

Experience training and supervising volunteers

Basic knowledge of animal health, behavior and nutrition

Tools

Computer databases and Microsoft Office (Word, Excel)

Manual pallet jacks and electric pallet stackers

Microsoft Word

Microsoft Excel

Job description

Seattle Humane offers a variety of direct financial assistance, pet food / supplies, and access to pet related services that support community pets staying with their families. Much of this work is managed by the Pet Resource Center. The Pet Resource Center (PRC) Coordinator is part of the team responsible for daily coordination of Pet Resource Center services through proactive assessment of incoming requests for pet owner support and seeking solutions that support pet retention The PRC Coordinator works under the direction of the PRC Manager to implement and evaluate department programs and services. The PRC team is client facing and people focused, and team members are adept at navigating challenging and complex client experiences.

KEY OR ESSENTIAL FUNCTIONS:

• Triages incoming pet help inquiries; refers clients to internal and external services as appropriate.
• Supports pet retention through disbursement of grant funds, distribution of pet food through the Pet Food Bank, and providing relevant resources.
• Suggests re-homing options which can include, but are not limited to, Seattle Humane, foster-based rescues, municipal shelters, or re-homing outside of the shelter system.
• Collaborate with other Seattle Humane teams to provide ongoing support.
• Follows all guidelines to determine what resources to utilize within Seattle Humane and what referrals to provide outside of Seattle Humane.
• Support the operation of the Oogie Ohana Pet Food Bank at Seattle Humane by distributing pet food to clients and partner organization and helping to maintain a safe work environment
• Ensure a safe and clean working environment by keeping the Food Bank tidy and organized. The operation of manual pallet jacks and electric pallet stackers is occasionally required to perform these tasks.
• Ensure incoming donations are appropriately sorted and stored and outgoing pet food, and supplies are packed and prepped accurately and in a timely manner.
• Provide support to volunteers via training and day-to-day guidance
• Provide support during the Pet Food Bank public open hours
• Provide compassionate and professional support to clients seeking services, maintaining a judgement-free and trauma-informed approach
• In coordination with team leadership, manages the disbursement, tracking, and documentation of direct financial assistance.
• Provides and maintains thorough and detailed records in PetPoint, NetSuite, and other databases.
• Assists, recommends, implements, and monitors program and process improvements.
• Works closely with volunteers working in the department and related programs; provides support and training as needed.

Secondary Functions:

• Promotes a positive, supportive, and cooperative work environment based on mutual respect and open communication
• Reports any health, behavior, safety, or security concerns to a supervisor in a timely manner
• Responsible for reading and responding to work email at the beginning of each shift, and during each shift as necessary
• Attends department and full staff meetings as requested and participates with ideas and suggestions designed to improve shelter services programs and working conditions
• Performs shelter cleaning procedures in work area and its perimeter to keep public and staff areas clean and orderly
• Performs opening and closing procedures for department
• Other duties as assigned

SUPERVISORY RESPONSIBILITY:

COMMUNICATION/INTERPERSONAL CONTACT:

• Daily communication with Pet Resource Center leadership regarding concerns, ideas, and progress
• Daily communication with department and other operational staff and volunteers over the telephone, email, in meetings, or in person
• Daily communication with staff and volunteers through email, written procedures, memos, or direct mail
• Regular contact with clients in person, over the telephone, email or direct mail
• Regular oral and written contact with other animal welfare agencies
• Regular oral and written contact with administrative staff

COMPLEXITY:

A moderate degree of independent judgment is required and the day-to-day complexity of the job will vary. A strong attention to detail and the ability to respond to unexpected questions, comments or requests from other divisions or the public is required. Must be able to maintain concentration on a task or series of tasks while dealing with frequent interruptions. Must be able to work well without direct supervision. Must be able to communicate effectively and display cultural competency with many people with varying backgrounds. The ability to motivate, negotiate, and mediate is important when handling a variety of personalities and emotions. Requires great customer service skills. Must work well within a team setting.

KNOWLEDGE/EXPERIENCE/EDUCATION OR TRAINING:

• Must have excellent oral and written communication skills
• Must be able to write clearly and listen effectively
• Must possess the organizational and planning skills to determine work priorities
• Must have customer service experience; experience with escalated clients and complex situations preferred
• Basic knowledge of animal health, behavior and nutrition preferred
• Experience training and supervising volunteers is highly preferred.
• Proficiency working with manual pallet jacks and electric pallet stackers required within first 30 days
• Experience with community organizing and/or human services preferred.
• Must have a good working knowledge of computer databases, Word, and Excel.

PHYSICAL/MENTAL REQUIREMENTS:

• Must communicate clearly and concisely, both orally and in writing
• Requires the ability to solve problems and make clear decisions quickly
• Must be able to organize and manage multiple and complex projects
• Must possess the ability to be sensitive to other opinions, perspectives or cultures
• Must be able to offer excellent customer service (internal and external)
• Must be able to have difficult conversations with customers regarding placement and euthanasia in a sensitive manner
• Must feel comfortable interacting with people in an escalated state and/or in varied emotional states such as sadness, anger, and frustration.
• Must be able to lift and carry at least 50 pounds without accommodation; crouch and bend at the waist and kneel
• Must be able to see clearly with at least one eye and have good dexterity and reflexes

WORKING CONDITIONS:

General office and animal shelter environment. When handling animals, there is a potential of animal bites, exposure to zoonotic diseases, animal danger and noise. Potential for working with angry or irate customers. Involves entering and leaving work areas alone and at night.

Working in general warehouse environment including exposure to heavy machinery

Equipment Use:

computer and printer, office supplies, multi-lined telephone, copier, calculator. Warehouse machinery including manual pallet jack and electric pallet stacker.

Chemical Interaction:

A wide variety of cleaners, disinfectants, detergents, and medical products are used on a daily basis. Each position at the SH will likely encounter these chemicals during the routine performance of their duties. Specific instructions will be provided by a SH staff member for the safe and proper use of these chemicals. If there are any questions regarding this information, copies of our chemical MSDS sheets are available for review. If asked to use a product that is unfamiliar, contact your supervisor for proper instructions.

Work Hours:

Full-time, non-exempt temporary position. 40 hours per week scheduled. Must be available evening and/or weekend hours. Schedule may vary depending on coverage by other department staff, holidays, or emergencies.

LOCATION:

The position works primarily on site in the Bellevue, Washington office. There will be times that this position participates in offsite clinics and outreach in King County.

As an equal opportunity employer, Seattle Humane is committed to providing employment opportunities to all qualified applicants and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status or any other basis prohibited by applicable law.

Who we are:

Seattle Humane is more than a shelter, we are a community resource center. We're meeting the increasing need for pet owner support services, so that families don't have to choose between an overdue bill and a beloved family member. We're training the next generation of veterinarians in our state-of-the-art medical center. We're building a community of animal advocates through our volunteer and youth education programs. The impact of Seattle Humane is life-changing, for the animals in our care and the people who love them. Our top priority is to connect animals in need of rescue with the people who will love them. Through our outreach, advocacy, and services, we strive to ensure that animal companionship is accessible to all.

SEATTLE HUMANE CORE VALUES:

Candidate should be committed to Seattle Humane’s Core Values:

Compassion

Accessibility

Responsibility

Teamwork

The Benefits:

At Seattle Humane, we believe in investing in our people, you'll receive competitive benefits and perks, including full health & wellness coverage, generous paid time off starting at three weeks, 10 paid holidays, an employer matching retirement plan, personal pet allowance, employee sabbaticals, discounts, and you get to work around cute animals!

Check out our LIST of benefits and perks HERE

Sound like something you want to be a part of? Then apply today!