Animal Services Representative (OPEN & PROMOTIONAL)

Spokane County

3d • $45,299 - $63,083 • Onsite

About The Position

This position performs customer service, general office support, pet license sales, and adoption work in the Spokane County Regional Animal Protection Service (SCRAPS) Department. Depending on assignment, duties may include general reception, dispatch call center, animal receiving lobby, Special Programs, or Animal Behavior & Transfer. The role works under the immediate direction of the Office Operations Manager or designee, Special Programs Manager or designee, or Regional Animal Protection Director or designee, as applicable. Work follows department standards, regulations, and County ordinances relating to animal care and protection. The classification focuses on clerical support duties rather than the animal care and building maintenance responsibilities of a Shelter Technician.

The Special Programs assignment assists with community outreach, humane education, fundraising, public relations, social media, and related programs. It involves considerable independence in the office and at external locations. The Animal Behavior & Transfer assignment works with volunteers, members of the public, shelters, facilities, and rescue groups on animal behavior, transfer, and foster programs, coordinating with internal divisions and external organizations.

The work environment is primarily indoors with moderate noise and temperature levels, and also includes outdoor work and occasional travel within the County. Outdoor work and travel may involve weather extremes, precipitation, and hazards associated with public roads. Applications must include a resume and cover letter. A criminal background check is required, and a typing test of at least 30 words per minute is required.

Requirements

• High school diploma or GED equivalent.
• One year of volunteer or paid work experience involving work with the public, customer service, organization, and communication skills is preferred.
• Related coursework or training may substitute for up to six months of the experience requirement.
• Successful completion of a criminal background check.
• Valid Washington Driver's License at the time of hire and throughout employment.
• Knowledge of animal care and handling.
• Knowledge of administrative support functions, customary office practices and procedures, and standard office machines and equipment.
• Knowledge of English grammar, spelling, and vocabulary.
• Effective oral and written communication skills, including the ability to exchange information and give and receive work direction.
• Ability to establish and maintain effective working relationships with coworkers, supervisors, volunteers, partner organizations, and the public.
• Customer service skills.
• Ability to use personal computers and software related to the duties, including MS Office Suite.
• Ability to perform data entry and routine mathematical calculations quickly and accurately.
• Ability to set up events and run outreach activities, including hauling tables and chairs, lifting boxes, and setting up tents and displays.
• Ability to understand, apply, and explain policies, procedures, and regulations.
• Ability to deal with the public courteously, efficiently, and accurately.
• Ability to handle and work with animals patiently, sensitively, and humanely in varied situations.
• Ability to solve issues involving people and animals.
• Ability to maintain accurate, detailed documentation and compose reports.
• For Animal Behavior & Transfer assignments: knowledge of animal behavior, behavior modification and assessment; animal care; and shelter animal transfer/rescue and foster programs.
• For Animal Behavior & Transfer assignments: skill in administering behavior assessments, animal behavior modification, and animal handling.
• Typing test: minimum 30 words per minute.

Nice To Haves

• Experience with animal handling or training is a plus.

Responsibilities

• Perform duties in general reception, the dispatch call center, or the animal receiving lobby, depending on assignment.
• Answer inquiries in person, by telephone, or electronically; obtain relevant information; provide animal health care and regulation information; and refer customers to other agencies as needed.
• Greet and direct visitors; provide standard forms, explain how to complete them, and check forms for completeness.
• Record citizen animal complaints in a Computer Aided Dispatch (CAD) system, coordinate Animal Protection Officers' schedules, and dispatch complaints to field officers.
• Issue pet licenses and spay/neuter vouchers, process pet adoptions, redeem lost pets, and admit stray or owner-surrendered animals.
• Process routine mail, dispense and track live animal traps, issue animal food from the on-site food bank, assist rescue groups, and perform other routine office work.
• Receive payments and fees, verify amounts, make change, and issue receipts; balance payments against receipts and the cash drawer; research and correct errors.
• When assigned to Special Programs, research ways to recruit, retain, and engage volunteers; serve as a liaison between SCRAPS and the public at on-site and off-site events; and develop procedures for volunteer duties while supporting volunteer work.
• When assigned to Special Programs, handle shelter animals to create photos, videos, and biographies, and promote animal placement through social media, media releases, events, fostering, and transport.
• When assigned to Special Programs, represent SCRAPS positively and educate the community about its mission and purpose.
• When assigned to Animal Behavior & Transfer, coordinate behavior assessments and the work and training of staff and volunteer assessors; review assessments, write behavior-modification instructions, work on behavior modification, and determine placement options.
• Coordinate animal transfers to partner organizations and rescue groups, serve as their primary contact, recruit new partners, and maintain positive relationships to support animal placement.
• Coordinate the foster program by interviewing and training fosters, matching them with animals, responding to questions and concerns, and scheduling needed animal medical appointments.
• Keep current on behavior assessment methods, tools, and shelter enrichment; design and facilitate enrichment activities, train volunteers, and monitor program effectiveness.
• Select animals for outreach and off-site adoption events and coordinate their participation with the Outreach Program Coordinator.
• Educate and train volunteers in animal behavior, handling, and socialization, and provide ongoing support.
• Handle shelter animals to create photos, videos, and biographies, and lead efforts to place animals through special adoptions.
• Work a variable or flexible schedule, including weekends and evenings, as necessary for Animal Behavior & Transfer placement objectives.
• Perform other related duties as required or assigned.

Benefits

• Employer-paid health and related benefit contributions, including medical, dental, life insurance, long-term disability, and leave; actual value varies based on employee enrollment choices.

What This Job Offers

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