Animal Welfare Assistant

POSITION SUMMARY:

The Animal Welfare Assistant Customer Service Coordinator focuses on office/business functions of the Animal Shelter and works directly with the animals daily, including potentially aggressive animals coming into the front office. Will also experience extensive animal handling daily and must maintain the office areas. When not working with the animals, this individual will work with the public on issuing proper permits and intaking stray and surrendered animals. Additionally, the individual answers incoming phone calls, greets visitors, and issues pet licenses.

As a leader and employee of the City of South Bend, you are called upon to serve in a manner that supports Our Core Values: Excellence, Accountability, Innovation, Inclusion, and Empowerment as you carry out our primary employee expectations: Champion Values & Organizational Pride, Champion Operational Excellence, Make Sound Decisions, Embrace Coaching and Accountability, Communicate with Excellence, Value Diverse People and Perspectives, Embrace Personal Development, Exhibit a Positive Attitude and Own Your Health, Wellness & Safety.

SUPERVISION EXERCISED:

Not applicable.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Financial Reports

• Start day with reconciling and submitting financial reports
• Runs report in PetPoint daily to reconcile funds paid from fees; manages cash on hand; prepares deposit for bank
• Prepare deposit every Thursday and whenever cash on hand equals or exceeds $500
• Send cash report to Admin & Finance
• Inform Road AWO that deposit is ready

Daily Customer Service Tasks

• Greet and assist visitors to shelter with animal and health related issues.
• Answer phone inquiries and/or direct calls to appropriate staff.
• Maintain clean and sanitary equipment, in the shelter daily, plus vehicles.
• Handle and treat all species of animals in a humane manner.
• Complete required reports and maintains accurate records and files on cases.
• Answer phone; manages voicemail and directs/relays messages to appropriate staff for follow-up
• Manage SBARC general email inbox - disseminates/responds as appropriate
• Manage incoming mail; sort and disseminates
• Document returned mail and Animal Welfare Alerts
• Maintain waiting area/lobby (does not include cleaning)

o Refill brochures and forms

o Organize and stores donations

o Clean up leftover paperwork

o Organize and stores in-kind donations brought to SBARC

o Manage "free" resources for public

• Mail out license renewals and reviews
• Respond to cruelty checks from animal welfare organizations
• Process licenses for owners (mail/walk-ins)
• Respond to Facebook messages
• Manage archives
• Monitor office supplies and notify Director/Assistant director as needed

Manage Incoming Bite Reports and Reports as Assigned

• Receive (fax, email) bite reports
• Give paper form to walk-ins for lost/found reports, adoption inquiries, and volunteer inquiries

Process Owner Reclaims

• Confirm identification
• Confirm they are the owner; check the animal number in the lost report
• Confirm rabies vaccine (show certificate or other proof)
• Process temporary or permanent license and process payment
• Connect with medical coordinator for microchip

Begin the Intake Process for Animals from Public to Leave at SBARC

• Take ID from individual dropping off the animal
• Confirm the animal was found within city limits
• Scan for microchip
• Manage the paperwork for the surrender/stray drop off
• Give animal to medical coordinator
• Assist with unloading animals from spay/neuter

NON-ESSENTIAL/MARGINAL FUNCTIONS:

Performs other duties throughout the building as requested by the Animal Resource Center Director. Such duties include, but are not limited to, the following:

Serves as the primary back-up for:

• Review background history for potential volunteers (MyCase, NSO, OTIS, PetPoint, other animal welfare organizations)
• Confirm volunteers have signed required forms
• Document volunteer hours for community service/ answer questions for volunteer supervisors
• Laundry duty - wash, dry, fold, put away
• Let stray dogs outside for exercise and bathroom breaks - pm
• Let adoptable dogs outside for exercise and bathroom breaks - pm
• Final check of lights and water

Serves as the secondary back-up for:

• Administer afternoon medications, food and water - dogs
• Administer afternoon medications and water check for cats
• Check spay/neuter animals' water and food

EDUCATION / QUALIFICATIONS:

To perform this position successfully, an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent education required.
• Experience in office coordination a plus.

KNOWLEDGE SKILLS AND ABILITIES:

• Knowledge of animal care and control.
• Knowledge and experience with Microsoft Word and Excel software.
• Exceptional customer service skills with the ability to handle discourteous, disgruntled, or dissatisfied visitors to the shelter.
• Self-motivation and the ability to motivate others.
• The ability to be a supportive and collaborative team player.
• Bilingual candidates are encouraged to apply.

CERTIFICATES, LICENSE, REGISTRATION:

Valid Driver's license required.

EQUIPMENT:

Desktop and laptop computer, telephone, facsimile machine, copier, and cleaning tools.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and walk and talk or hear. The employee is occasionally required to walk, use hands to fingers, handle or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required in this job include vision and the ability to adjust focus.

UNUSUAL DEMANDS:

Employee is subject to work beyond normal scheduled hours, weekends, and holidays and subject to emergency call back.

WORK ENVIRONMENT:

Work is performed in an office setting. The temperature in the work environment is moderate. The noise level in the work environment is usually quiet to moderate. The entire office is smoke-free.

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. The City of South Bend is an at will employer.

REQUIRED:

• Pre-Employment Drug Screen
• Employee Background Check

Essential Duty: Uphold Core Values

All employees of the City of South Bend are expected to uphold and actively demonstrate the City's Core Values in their daily work, which are summarized below:

• Excellence - Deliver high-quality service and strive for continuous improvement.
• Accountability - Take ownership of responsibilities and outcomes.
• Innovation - Seek creative solutions and embrace new ideas.
• Inclusion - Promote a respectful, equitable, and welcoming environment.
• Empowerment - Support and encourage others to grow and succeed.

This duty is fundamental to fostering a positive workplace culture and delivering exceptional public service. These values shape our culture, inform our decisions, and inspire our work every day.

Equal Employment Opportunity & Diversity Statement

The City of South Bend is an equal opportunity employer. We do not discriminate or tolerate harassment based on race, color, religion, age, sex, national origin, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law. Employment decisions are based on qualifications, merit, and organizational needs. We value and celebrate diversity and are committed to fostering an inclusive workplace for all employees.