Pet Resource Center Coordinator

Jobless; Bellevue, Northern (WA, KY); Hybrid; USD 40,000 - 65,000; Full time

Job summary

Seattle Humane in Bellevue, WA seeks a Pet Resource Center Coordinator to coordinate daily pet owner support, triage inquiries, and connect clients with resources for pet retention. The role reports to the PRC Manager and emphasizes compassionate service aligned with shelter goals.

The position involves collaboration with volunteers and other teams, maintaining records, and implementing program improvements while handling sensitive situations with care.

Qualifications

• Excellent oral and written communication skills.
• Must possess the organizational and planning skills to determine work priorities.
• Customer Service experience preferred.
• Basic knowledge of animal health, behavior and nutrition preferred.

Responsibilities

• Triages incoming pet help inquiries; refers to internal and external services as appropriate.
• Provides medical, behavioral, or boarding resource suggestions to owners in need.
• Suggests re-homing options including Seattle Humane, foster rescues, municipal shelters or external options.
• Collaborate with Seattle Humane teams to provide ongoing support.
• Supports pet retention through disbursement of grant funds, sharing behavior advice, and providing resources.
• Connects pet owners with financial assistance.
• Maintains thorough and detailed records in PetPoint and other databases.

Skills

Customer service

Communication (oral/written)

Organizational skills

Bilingual Spanish preferred

Education

High school diploma or GED

Experience in social services

Tools

Microsoft Office

Databases / data entry

Job description

Position Summary

The Pet Resource Center (PRC) Coordinator is 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. They provide leadership, support the mission, goals and philosophy of Seattle Humane, and adhere to the Team Charter.

KEY OR ESSENTIAL FUNCTIONS

• Triages incoming pet help inquiries; refers to internal and external services as appropriate.

• Provides medical, behavioral, or boarding resource suggestions to owners in need.
• 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 on-going support.
• Supports pet retention through disbursement of grant funds, sharing behavior advice, and providing relevant resources.
• Connect pet owners with financial assistance
• Follows all guidelines to determine what resources to utilize within Seattle Humane and what referrals to provide outside of Seattle Humane.

• Provide compassionate and professional support to pet owners during sensitive situations.
• Supports PRC leadership with disbursement, tracking, and documentation of financial assistance.
• Provides and maintains thorough and detailed records in PetPoint and other databases.
• Follows organizational protocols and safety guidelines when handling deceased animals and related materials.
• 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

• Follows Seattle Humane Standard Operating Procedures
• Promotes a positive, supportive, and cooperative work environment based on 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

• Provides leadership for department volunteers.

COMMUNICATION/INTERPERSONAL CONTACT

• Bilingual in Spanish highly preferred and may be eligible for differential pay
• 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

Must be able to work with several situations simultaneously, gathering information to answer questions and solve problems. A high degree of independent judgment is required. Will be encouraged to provide input on new program policies. Will be working with a diverse community of clients, staff and volunteers. The ability to motivate, negotiate and mediate is important when handling a variety of personalities and emotions. Must be able to communicate effectively and display cultural competency with many people with varying backgrounds. Must be able to demonstrate a working understanding of the intersectionality between race, class, gender, and chronic illness. Must be able to organize time to coordinate and complete several tasks each week. 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
• Customer Service experience preferred
• Basic knowledge of animal health, behavior and nutrition preferred
• One year of employment in social services or related professional experience is preferred
• Proficiency with Microsoft suite and experience with databases/ data entry is preferred.

LICENSES/CERTIFICATIONS REQUIRED

• Valid Washington Drivers License required
• High school graduate or GED preferred

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, frustration.
• Must be able to distinguish between various odors, sounds, and behaviors.
• 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 dander and noise. Potential for working with angry or irate customers. Involves entering and leaving work areas alone and at night.

Equipment Use

Personal computer and printer, office supplies, multi-lined telephone, copier, calculator, fax machine, safety boots, hearing protection, eye protection, respirators, gloves, animal leashes, clothes washer and dryer, broom, mop, hoses and nozzles, sprayers, scrapers, squeegees and animal dryers. Occasional use of shelter vehicles.

Chemical Interaction

A wide variety of cleaners, disinfectants, detergents and medical products are used daily. 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 onsite at the Bellevue, WA campus.

Equal Opportunity

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.