Resource and Intake Coordinator

Maryland Spca, Inc.; Baltimore (MD); On-site; USD 25,000 - 26,000; Part time

Job summary

Maryland SPCA seeks a Resource and Intake Coordinator to counsel pet owners by phone, email and in person. You will collect intake information, provide re-homing resources, and determine fitness for adoption programs in alignment with the lifesaving mission.

This non-exempt, hourly role reports to the Resource Center and Intake Manager and requires on-site coordination with the shelter team. Training in animal behavior will be provided; some experience with dogs/cats is preferred.

Qualifications

• Prior experience in animal welfare or shelter intake is preferred.
• Excellent interpersonal and phone/email communication skills.
• Ability to document accurately and maintain records.
• Proficiency with Microsoft Office and data entry.

Responsibilities

• Provide outstanding customer service to the public in person, by phone and by email.
• Counsel clients wishing to admit their pets into the adoption program and field intake inquiries.
• Collect and record owner and pet information and history for each surrender or intake.
• Provide re-homing resources and support to keep pets out of the shelter when possible.
• Schedule, confirm and follow up on appointments and intakes.
• Input data into Shelter Buddy and client logs accurately and timely.
• Communicate clearly about demographics, medical and behavioral information as needed.
• Assist with training new staff and support ongoing shift coverage.
• Perform any tasks assigned by management.

Skills

Customer service

Communication

Multi-tasking

Computer literacy

Microsoft Office

Google Voice

Education

High school diploma or GED

Tools

Shelter Buddy

Job description

Job Description

Maryland SPCA

Job title: Resource and Intake Coordinator

Reports to: Resource Center and Intake Manager

Salary: $18-18.50

FLSA status: non-exempt, hourly

Schedule: Tuesday through Friday, 11am to 7:30pm and Saturday, 9am-5:30pm

Date created: 9/28/2026

Position Summary:

The Resource and Intake Department is responsible for counseling dog and cat owners looking for help to keep their pet in their home or rehome their pets to keep them out of the shelter. The Maryland SPCA can schedule pet intake as a last resort, as space allows. The team also helps with lost and found pets and end of life services for owned pets. Resource and Intake Coordinators counsel pet owners by phone, email, and in person to help resolve problems, provide re-homing resources, and determine fitness for the shelter adoption program in accordance with our lifesaving mission. When pets are brought to the Maryland SPCA for adoption, it is the coordinator’s role to accurately collect and report information on the animals entering the shelter. On-the-job training in animal behavior and handling will be provided, but some experience with dogs and cats is strongly preferred.

Essential Duties and Responsibilities:

• Provide customer service excellence in all interactions with the general public
• Counsel clients wishing to admit their pets into the adoption program. This includes fielding calls regarding intake
• Obtains information and history on each owner surrendered animal
• Provide re-homing resources in accordance with our lifesaving mission
• Schedule and confirm appointments, reschedule no shows and/or follow up as needed
• Accurate track of all stray pets as we try to find their owners. Contact owners in a timely fashion to reclaim
• Input pertinent information into the Shelter Buddy data base and client log
• Provide excellent communication, regarding demographics, medical and behavior issues as needed
• Perform intake for owner surrender, stray surrender and Owner Requested Euthanasia.
• Handle customer complaints/issues and turn them over to the Admissions Manager as needed
• Ensure that all necessary forms are available in adequate supply
• Receive payments by cash or credit
• Ensure that the lobby area and Admissions workspace is neat and clean
• Assist Admissions Manager with training of new staff
• Complete any and all tasks as assigned by management

Qualifications:

• High school diploma or GED
• Excellent customer service skills, with ability to deal tactfully and effectively with staff, volunteers and the general public even in difficult situations.
• Basic knowledge of animal breeds, animal health, animal handling and humane care
• Computer literacy required
• Ability to use Microsoft Office including, Word, Excel, Outlook, and Teams. Google Voice should also be understood with the capability of using multiple platforms simultaneously.
• Effective written and verbal communication skills for in-person and telephone contacts
• Reliable and detail oriented
• Ability to multi-task and stay calm under pressure
• Commitment to and enthusiasm for the mission, programs and services of the Maryland SPCA

Physical Demands:

• Frequent sitting, use of computer keyboard and telephone up to 8 hours per day with some bending, stooping and walking
• May assist kennel team with walking dogs
• Handling large and high energy dogs

Working Conditions:

• Work is performed in an office setting within an animal shelter
• Noise level is usually moderate
• Exposure to disinfecting solutions when cleaning with exposure to unpleasant odors and high noise levels when in kennel area

The Maryland SPCA is an equal opportunity employer and prohibits discrimination and harassment of any kind. We encourage all applicants with a passion for our mission to apply.

The MD SPCA strives to provide a safe work environment and encourage personal health. Therefore, it is a substance-free, drug-free workplace.