Adoption Counselor

ANIMAL CARE & CONTROL OF NYC • New York, NY

3d

About The Position

The Adoption Counselor supports ACC’s goal of ending animal homelessness in New York City by connecting people with pets for adoption. Using ACC’s open-adoption approach, the counselor guides clients through a conversational, non-judgmental process focused on matching animals with people and providing resources to support new families after adoption. Adoption Counselors advocate for homeless animals, promote their adoptions, deliver strong customer service, and answer questions about animal care and husbandry.

The role includes counseling prospective adopters, helping them meet available animals, processing adoption records and payments, and interacting with dogs, cats, rabbits, and guinea pigs. Counselors also contribute to adoption promotion, community outreach, follow-up support, and the cleanliness and organization of adoption areas. The position reports to the Adoptions Manager.

The schedule includes weekday shifts of 11:00 a.m.–7:30 p.m. or 11:30 a.m.–8:00 p.m., and weekend shifts of 9:30 a.m.–6:00 p.m. or 10:00 a.m.–6:30 p.m., with two consecutive weekdays off. This is a non-union hourly position eligible for overtime.

Requirements

• High school diploma or GED.
• At least one year of customer service experience.
• Strong computer literacy.
• Ability to handle dogs of different breeds and sizes.
• Treat animals and people with respect and use humane handling techniques whenever possible.
• Ability to lift a minimum of 50 pounds.

Nice To Haves

• Bilingual in Spanish.
• Prior experience with Microsoft Office Suite.
• Prior animal-handling experience with dogs, cats, or small animals.
• Comfort working in a fast-paced, high-stress, changing environment.
• Customer-focused approach and commitment to providing a positive, upbeat experience.
• High attention to detail and strong work ethic.
• Ability to work independently and as a seamless member of a team.

Responsibilities

• Provide exemplary customer service by guiding adopters through the adoption process, helping them find suitable matches, and sharing information and resources during counseling sessions.
• Routinely socialize and interact with dogs, cats, rabbits, and guinea pigs.
• Process adoption paperwork and payments, organize and file records according to policy, close animal records, and enter rabies and dog-license information in the Shelterbuddy database.
• Escort clients to view available animals, learn what they are seeking in a pet, and explain kennel cards.
• Review adoption applications, interview prospective adopters, and decide adoption outcomes.
• Perform reference checks as needed.
• Monitor and respond to messages on the shared adoption email account.
• Attend offsite adoption events and participate in community outreach as needed.
• Answer phones and check voicemails in a timely manner.
• Provide post-adoption follow-up and help address questions and common challenges.
• Get to know available animals and provide information to help make suitable matches.
• Handle animals and conduct interactions between animals and prospective adopters.
• Prepare animals to leave the shelter by fitting dogs with collars or harnesses and placing cats, rabbits, and guinea pigs into carriers using low-stress techniques.
• Conduct and write rabbit evaluations to promote rabbit adoptions.
• Write animal biographies and take photos to help increase adoptability.
• Photograph and track positive adoption stories, or “Happy Tails,” for sharing within the organization.
• Clean and organize adoption areas.
• Obtain Fear Free Shelter certification within 30 days of hire.
• Complete other duties assigned by the supervisor.

Benefits

• Generous paid time off, including vacation time, birthdays off, personal days, and sick pay.
• Cigna medical, dental, and vision insurance at a low employee premium.
• 401(k) and pension.
• Life insurance.
• On-the-job training for 2–4 weeks.
• Periodic all-staff training, including safety and DEI, cross-training, and other growth opportunities.
• Employees may be eligible for Public Service Loan Forgiveness.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED