Pet Retention Counselor

Kentucky Humane Society; Louisville (KY); On-site; USD 36,000 - 54,000; Full time

Job summary

Kentucky Humane Society seeks an entry-level social work case manager to support pet owners through counseling, resources, and referrals. This role does not work directly with animals, but focuses on preventing shelter relinquishment and coordinating services.

You will conduct trauma-informed counseling via phone, email, text, or in person, document interactions in Casebook, and collaborate with departments during community events.

Qualifications

• Experience in social services preferred.
• Ability to navigate traumatic situations and support clients in crisis.
• Strong organizational and documentation skills.
• Valid driver’s license and ability to drive KHS vehicles.
• Background check required.
• Excellent communication across diverse communities.

Responsibilities

• Provide high quality, culturally competent counseling and case management.
• Deliver services with an inclusive attitude, treating each community encounter with respect, kindness, and compassion.
• Active listening and problem solving through motivational interviewing.

Skills

Active listening

Motivational interviewing

Case management

Trauma-informed care

Crisis intervention

Interpersonal skills

Tools

Casebook

Excel

Job 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/Requirements:Experience in social services industry preferred.Ability to navigate traumatic situation and provide support to clients in crisis situations.Passion for serving the communityGeneral 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 EnvironmentIndividual 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.