Client Programs Liaison

ASPCA•New York, NY

37d•$27 - $29•Onsite

About The Position

Are you a positive, engaging people person who thrives in a fast-paced environment? If so – and you love animals – you should consider the role of Client Programs Liaison at the ASPCA’s 92nd Street facility. The American Society for the Prevention of Cruelty to Animals (ASPCA) is seeking a friendly, engaging, reliable, and people-savvy Client Programs Liaison who is dedicated to helping animals by engaging community members directly in the ASPCA’s local and national work. The Client Programs Liaison is a client services professional position that will have excellent knowledge of the ASPCA’s many services, conflict resolution, client relations, and communication skills. They will effectively and professionally be the first point of contact for clients and other visitors - greeting them, connecting them with appropriate ASPCA services -- including by making referrals to medical and other service providers -- and providing information about ASPCA programs, services, and opportunities to contribute to the ASPCA’s mission. They will direct clients appropriately and maintain logs of inquiries and daily schedules, communicate appropriate processes, including providing surrender prevention resources as needed. As the Client Programs Liaison, you’ll be a key part of the work to maximize the ASPCA’s public engagement to ensure all visitors to this location will receive prompt attention and exceptional service within the parameters of the organizational guidelines.

Requirements

Ability to communicate effectively, courteously, and professionally with a variety of individuals, some with pets, representing diverse cultures and backgrounds, in both spoken and written English and Spanish while maintaining confidentiality
Commitment to the ASPCA’s mission with a strong interest in animal welfare and serving low-income communities
Thrives on providing exceptional customer service experiences; exemplary customer engagement skills
Excellent team player who thrives independently in a fast-paced, shelter environment with exposure to dogs and cats daily
Exceptional problem-solving abilities and sound judgment are required
Strong computer skills, including Microsoft Office; familiarity with database software a plus (such as Canva and Airtable)
Experience with and/or interest in working with underserved communities is required
Ability to stay calm under pressure and de-escalate conflict in a positive and professional manner
Ability to build and sustain positive and productive relationships within and across departmental teams, with volunteers and the public
Ability to walk, bend, stand and reach constantly during a minimum 8-hour day; ability to lift up to 30 lbs., ability to walk dogs up and down stairs
English (Required), Spanish (Required)
High School Diploma (Required)
Fear Free Shelter certification required, or must be obtained within first 90 days
High school degree or equivalent required
Minimum of four years of client service required
Social Services or relevant experience a plus

Responsibilities

Greet clients and their pets using a positive, non-judgmental, client-centered approach so clients feel at-ease about communicating their pet care needs
Provide translation support (English/Spanish) between clients and the ASPCA teams as needed
Utilize knowledge of ASPCA program areas to assist visitors with information and services to provide targeted support
Support clients who walk in without an appointment compassionately and urgently to determine the best course of action. Through asking the client critical questions, determine if their pet’s condition is unstable and needs immediate life-saving care. If their pet is in an unstable medical condition, liaise with the hospital to get an immediate medical assessment performed. If their pet is in a stable condition, direct them to get on the phone with our call center. If their pet’s condition is not treatable under our medical criteria, offer them alternative resources to continue care.
Support Volunteer and Foster Program recruitment efforts by providing appropriate literature regarding the application process
Assist members of the public who are seeking surrender services by providing relevant intake support including surrender prevention information, and referrals to other shelters as appropriate
Speak knowledgeably and actively seek out opportunities to engage the public in all available ASPCA services, animal welfare philosophies and techniques in responses to client’s inquiries
Knowledgeable about the Adoption Center’s adoption process
Liaise any NYPD interactions in the lobby, directing them to call appropriate information number or 92nd street forensics contact
Complete and maintain a log of client interactions and inquiries and provide follow up as necessary
Manage monetary and in-kind donations, express the ASPCA’s appreciation for general donation inquiries and distribute donation receipt form
Ensure relevant visitor information is consistently gathered through our database and analyzed on a quarterly basis in order to improve client experience
Develop engaging content for the Lobby slideshow to keep visitors informed while waiting in the Lobby
Manage intake of animal relinquishments as needed
Other duties as assigned
Communicate and collaborate with peers and supervisors in alignment with the organization’s Core Values
Actively participate in ongoing training and team meetings as needed to stay updated on ASPCA programmatic updates, processes, and public engagement opportunities
Collaborate with subject matter experts to keep all reference materials used to direct clients to services current
Collaborate with our Creative team to ensure any public facing documents/files have our most recent branding and receive guidance when prompted
Shadow or deploy with Community Engagement, Community Medicine, Relocation or National Response Team or shadow another ASPCA department once per year and occasionally participate in community outreach efforts
Proactively and effectively de-escalate high-pressure client interactions to navigate complex issues and reach appropriate solutions. Must be comfortable stepping into situations with no immediate or conventional resolution, maintaining unwavering composure and professionalism to manage client expectations and finalize the interaction with clarity, even when the ultimate outcome is unsatisfactory to the client.
Working with program leaders, identify needs and solutions that improve client experience and reduce conflict
Complete all required forms associated with the handling of inquiries and complaints in accordance with established procedures, complete incident reports as needed
Exemplify the ASPCA’s Core Values: Has Commitment and dedication to improving the lives of animals Demonstrates Ownership and feels responsible for outcomes Believes in Team – that we are stronger together Seeks to Elevate others and reimagine what is possible Focuses on Impact, specifically making change for animals