Pet Retention Counselor

Kyhumane; Louisville (KY); On-site; USD 34,000 - 42,000; Full time

Job summary

The Kentucky Humane Society in Louisville is seeking a Pet Retention Counselor. This entry-level role focuses on counseling, resource referrals, and case management to reduce shelter intake.

You will work with pet owners via phone, email, text or in person, provide trauma-informed support, and document interactions in Casebook and Excel. A valid driver's license is required.

Qualifications

• Experience in social services preferred.
• Ability to support clients in crisis situations.
• Passion for serving the community.
• Knowledge of zoonotic risk awareness and humane ethics.

Responsibilities

• Provide high quality, trauma-informed counseling and case management.
• Deliver services with respect, kindness, and compassion to clients.
• Use motivational interviewing to support behavior change.
• Offer resources to prevent relinquishment in a timely, cost-efficient manner.
• Counsel pet owners via phone, email, text, or in person (walk-ins, home visits, events).
• Document interactions in Casebook and track activity in Excel.
• Represent KHS at community events and tabling activities.
• Collaborate with departments and staff; report to Pet Retention Services Manager.
• Inventory supplies and manage event attendance data.

Skills

Counseling

Active listening

Crisis support

Problem solving

Customer service

Data entry

Interpersonal skills

Trauma-informed

Tools

Casebook software

Excel

AI tools

Job description

# Pet Retention CounselorLouisville, KY 40214## Description**Summary of Purpose:**Provide support to pet owners through counseling, available resources, and referrals to increase pet retention and decrease shelter intake. This position is comparable to an entry level social work case management position. This position does not work directly with animals.**Duties (Essential Functions):****Provide high quality, culturally competent, trauma-informed counseling and case management.*** Deliver services with an open-minded and inclusive attitude, treating each community encounter with respect, kindness, and compassion.* Provide excellent active listening and problem solving to clients through motivational interviewing.* Offer appropriate and available resources to prevent relinquishment to the shelter in a timely and cost-effective manner.* Provide counseling to pet owners via phone calls, email, text, or in person (ie: walk-ins, client home visits, community events, tabling at social service organizations).**Provide professional, compassionate, stellar customer services to all who visit, call, volunteer, donate or work for KHS.*** Act as a forward-facing KHS representative at community events and tabling at social service organizations.* Collaborate with other departments, organizations, and team members.* Communicate with the Pet Retention Services Manager regarding unusual activities, significant problems, or concerns.**Organization and data entry.*** Document interactions with clients through notes and data entry into Casebook program.* Inventory pet supplies and track event attendance through data entry into Excel spreadsheets.**Other duties as assigned.**## Qualifications## **Qualifications/Requirements:*** Experience in social services industry preferred.* Ability to navigate traumatic situation and provide support to clients in crisis situations.* Passion for serving the community* General cat/dog behavior and care knowledge.* Exceptional organizational, interpersonal and conflict resolution skills.* Attention to detail and accuracy in communication, note documentation and data entry.* Self-directed with ability to work independently/meet deadlines in a fast-paced work environment with little direct supervision.* Ability to quickly adapt as programs and policies evolve.* Basic to intermediate computer knowledge.* Support the usage of approved AI tools when they can improve efficiency and reduce time spent on routine or administrative tasks while meeting quality, accuracy, confidentiality and professional standards.* Ability to communicate respectfully and effectively with people of all backgrounds and personalities.* Ability to manage the emotional aspect of end-of-life services and humane euthanasia, and support staff in high-emotion circumstances.* Accept, support, and represent KHS core values, programs, policies, and procedures.* Must possess a valid driver’s license, clean driving record and ability to drive KHS vehicles.* Cover letter strongly preferred.* Background Check required.**Physical, Psychosocial, and Cognitive Demands/ Working Environment*** Individual will have extended periods of sitting, talking and listening.* Occasional bending, reaching, kneeling, walking, and standing regularly while performing job functions.* Frequently lifts, carries, or otherwise moves and positions objects weighing up to 50 lbs.* Working in an indoor desk environment and outdoor community outreach events as needed.* Local travel – includes off-site meeting and events.* Potential exposure to animals.* Potential for exposure to allergens (including but not limited to pet dander, dust, peanut butter), and zoonotic diseases (diseases transferred from animals to humans).* Exposure to chemicals.* Exposure to loud noise.* Exposure to emotional circumstances.* Fast-paced environment.