Project CARE Associate

Cleveland Animal Protective League; Cleveland (OH); On-site; USD 23,000 - 29,000; Full time

Job summary

Cleveland Animal Protective League is seeking a Project CARE Associate to deliver exceptional customer service and act as a community resource for animal-related needs. The role educates clients on APL programs, supports admissions, and assists with outreach and shelter operations.

The position requires a high school diploma, a valid Ohio driver’s license, and prior customer service experience. Flexible scheduling, daily shelter duties, and safety compliance are part of the job.

Qualifications

• High school diploma or equivalent is required.
• Ability to read and understand instructions is required.
• Shelter animal handling experience preferred.
• At least 1 year of customer service experience preferred.
• Must have a valid Ohio driver's license and insurable driving record.

Responsibilities

• Provide exceptional customer service at the shelter and during community interactions.
• Educate clients about APL programs, admissions, and CPC options.
• Assist with food pantry planning, CRC, and off-site locations.
• Process payments for services and donations accurately.
• Maintain clean and organized reception and storage areas.

Skills

Excellent communication

Customer service

Fear Free Certification

Ohio driver’s license

Pallet jack / forklift operation

Computer skills (Windows)

Education

High school diploma or equivalent

Tools

Windows OS

Job description

Job Title: Project CARE Associate

Department: Shelter

Classification: Full time, non-exempt

Salary: $17.85 Hourly

Job Relationship: Reports to Project CARE Manager

Position Summary: Provides exceptional customer service and operates as a resource to clients in the community for all of their animal-related needs. Educates clients on best practices of animal care without judgement.

Essential Job Functions

• Models “Compassion” core value behavior: Treats animals & people with respect, empathy, and kindness. Listens and responds to the needs of people who call the APL, use our programs and services, support us, work and volunteer for us. Represents the APL in a professional and courteous manner at all times.
• Presents a welcome, helpful, and empathetic first impression to clients.
• Provides prompt and courteous in-person and telephone customer service; counsels and educates clients; assists them with problem-solving and discusses options
• Provides accurate information about the APL’s programs and services, especially project Care, admissions, and CPC; directs clients to the appropriate departments or other agencies for further assistance as needed
• Assists with planning and managing food pantries at the shelter, the Community Resource Center (CRC), and off-site locations.
• Schedules client appointments and assists clients with paperwork
• Accurately takes payment for services provided and donations received
• Expresses a non-judgmental attitude towards all clients, regardless of their financial situation or condition of their pet. Celebrates a diverse and inclusive culture.
• Assists with Project CARE and community outreach events which may include set-up and tear-down. Some events will take place in the evenings or during weekends and staff may need to attend. Some events will be outdoors and may be subject to inclement weather.
• Maintains inventory of cleaning & office supplies and ensures storage & reception areas are clean and organized.
• Accepts, organizes, and distributes in-kind donations; assists with unloading and distributing deliveries.

Performs other duties as assigned including but not limited to:

• Assists with record keeping and grant tracking.
• Assists with implementation of new programs as assigned.
• Keeps supervisor informed of visitor and client concerns
• Informs supervisor of special needs cases for potential public relations or direct mail pieces
• Drives APL vehicle when needed.
• Promotes communication and cooperation between APL departments
• Follows all safety guidelines to ensure a safe work environment. Takes immediate action to address any safety concern or noncompliance of safety rules that could put an employee, volunteer, client, animal, or the organization at risk.
• Promotes integration and utilization of volunteers; assists with volunteer training.
• Assists in the training of new staff/volunteers as assigned.
• Flexible with scheduling and available as needed when away from the facility for operational needs.
• Performs daily janitorial upkeep at the CRC indoor and outdoor areas, not limited to but including sweeping/mopping floors, emptying trash, and cleaning restrooms.
• Assists with landscaping and snow removal to maintain safe and welcoming grounds at the CRC.
• Performs other duties and special projects as assigned

Qualifications

• High school diploma or equivalent
• Ability to read and understand instructions
• Previous animal handling experience in a shelter setting strongly preferred
• Minimum one year customer service experience strongly preferred
• Must possess a valid Ohio Driver’s License and insurable driving record

Knowledge And Skills

• Ability to work in a fast-paced environment with a variety of people
• Ability to use a computer, working in a Windows environment
• Knowledge of animal breed, behavior, and handling
• Knowledge of animal health, able to identify illness helpful
• Ability to prioritize and perform duties efficiently and effectively with an adequate amount of independence
• Excellent communication skills and proven ability dealing with the public
• Demonstrated ability to handle high-stress and emotionally charged situations
• Fear Free Certified or must become certified within six months of hire
• Committed to maintaining the Cleveland Animal Protective League’s high standard of animal care and mission to foster compassion and end animal suffering
• Ability to operate a pallet jack and forklift (forklift certification and pallet jack instruction provided by CAPL)

Working Conditions

Work is performed constantly in an animal shelter that operates seven days per week with exposure to animals, including some with questionable health and temperament concerns, high noise levels, zoonotic diseases, and cleaning agents. The person in this position needs to regularly move about the shelter to provide care to clients’ animals. Regularly operates a computer and other office equipment (i.e. calculator, copier, and printer). Regularly positions self to handle animals of all sizes in a variety of areas and positions (low cages, high cages, on tables, on the floor, in vehicles, etc.). Occasionally positions self to perform shelter and animal cleaning functions. Constantly communicates with staff members and volunteers who have inquiries about their job responsibilities and animal needs and must be able to exchange accurate information in these situations. Must be able to detect and recognize animal behavior that is potentially dangerous. Occasionally moves animals weighing up to 50 pounds (i.e. through the shelter on leash or using other safe restraint and animal handling equipment, into and out of cages in the shelter, onto and off of exam tables). Frequently positions self to drive vehicle and perform vehicle cleaning functions. Duties will include frequently moving, lifting and distributing pet food products that may weigh up to 50 lbs. Occasionally operates a pallet jack and forklift. Must be able to modify work schedule to meet APL operational needs.

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.

Compassion

We are compassion in action. We believe every animal and person has value and worth and should be treated with respect, empathy, and kindness to support the human-animal bond.

Advocacy

We are a voice for animals and a community resource. We are committed to championing efforts that will improve their lives, keep them with the people they love, and create public policy that recognizes and promotes their value in society.

Leadership

We act with integrity, creativity, duty to community, and have the courage to change. These are the driving forces that make us a leading animal welfare organization.

Innovation

We are devoted to pioneering new approaches to the evolving challenges animals face by developing ethical, humane solutions and working in partnership with the public and animal welfare community.

Community

We continually strive to be a diverse and inclusive team and believe we must all work together to best fulfill our vision.