Adoptions Counsellor (HYBRID)
About The Position
The Adoptions Counsellor (Hybrid) plays a key role in facilitating animal adoptions at EHS satellite and offsite partner locations, including pet retail partners and adoption events. This position supports the successful placement of cats, dogs and small animals by providing exceptional customer service, guiding adopters through the adoption process, and ensuring a positive and informed adoption experience. The Adoptions Counsellor (Hybrid) also builds and maintains strong partnerships with external adoption partners — providing training, support and guidance on EHS policies and procedures — and helps ensure the health, safety and welfare of animals placed offsite through daily care, monitoring and transportation between locations.
Requirements
- High school diploma, plus job-related courses or internal training (Adoptions Counsellor training).
- 3–6 months of relevant experience, with training provided; customer service and animal handling experience is an asset.
- Full working knowledge of adoptions processes, with some cross-awareness of the medical department.
- Ability to provide advice, instruction and guidance to adopters and partners, and confidently handle challenging situations.
- Strong communicator who can confidently provide advice, instruction and guidance to adopters and partners, handling challenging situations with professionalism and empathy.
- Mix of routine and moderate-complexity tasks that require sound judgement and problem-solving within established procedures, along with extended periods of light, hands-on physical activity, including animal handling and transportation between sites.
Nice To Haves
- customer service experience
- animal handling experience
Responsibilities
- Provide exceptional customer service to all visitors, adopters and partners.
- Educate potential adopters about animal care, behaviour and responsible pet ownership.
- Guide clients through the adoption process, including facilitating meet and greets and introductions.
- Support adopters in selecting animals that best match their lifestyle and household.
- Process adoptions at offsite adoption partner locations and adoption events.
- Maintain accurate records and complete adoption documentation using internal systems, including Shelter Buddy, Adopets, POS, Eidap and Royal Canin.
- Review and process adoption applications.
- Capture photos and videos of animals for adoption profiles and marketing purposes.
- Support and participate in adoption promotion initiatives and offsite adoption events.
- Provide daily care for animals located at offsite adoption partners, including feeding, cleaning and enrichment.
- Monitor the health and wellbeing of animals and report any concerns to the appropriate department.
- Maintain feeding and cleaning records for each animal.
- Ensure animal enclosures and environments meet EHS standards for cleanliness, safety and welfare.
- Maintain positive working relationships with offsite adoption partner locations.
- Provide training and guidance to partner staff regarding EHS policies, adoption procedures and animal care expectations.
- Act as a liaison between EHS and partner locations to ensure consistent communication and collaboration.
- Transport animals safely between EHS and offsite adoption partner locations as required.
- Ensure safe handling and transport practices are always followed.
- Assist with coordinating animal transport to support adoption events and opportunities.
Benefits
- Comprehensive health and dental coverage, including a Health Care Spending Account
- Employee & Family Assistance Program (EFAP) for personal, family and professional support
- RRSP/DPSP matching program to help you plan for the future
- Paid personal days, vacation, and bereavement time — including for pets
- Discounts on EHS programs and services
- Opportunities for personal and professional learning and growth
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
