Community Resource Counselor

LYNCHBURG HUMANE SOCIETY•Lynchburg, VA

About The Position

The Community Resource Counselor is the primary point of contact for community members seeking assistance at the front desk. The role provides compassionate, solution-focused customer service and resources that help keep pets and people together. The position supports lost-and-found efforts, pet retention services, end-of-life care, and administrative and operational needs while upholding the Lynchburg Humane Society’s mission and core values. The counselor works closely with the behavior, foster, and medical teams and reports to the Pet Care & Community Resource Manager and the Community Resource Supervisor. Duties include serving visitors and responding to inquiries; assisting with lost-and-found cases and pet retention; coordinating cremation and end-of-life services; processing payments, forms, records, and appointments; and helping maintain clean, organized public areas and shelter operations. The role also involves walking and handling dogs and cats of various sizes, ages, and behavioral categories.

Requirements

High school diploma.
Excellent customer service skills.
Ability to work efficiently with limited supervision.
Ability to maintain composure and perform in a fast-paced environment while remaining organized and accurate.
Ability to problem-solve, make decisions, and process information rapidly and accurately.
Ability to work effectively under stressful and emotionally charged conditions.
Ability to recognize when assistance is needed and ask for help.
Ability to work independently and as part of a team.
Excellent work ethic.
Competent computer skills and data entry experience.
Ability to learn animal behavior characteristics, including identifying aggressive or fearful behavior.
Ability and willingness to use appropriate safety equipment when handling fractious or feral animals; use of safety equipment is mandatory.
Excellent reflexes and ability to recognize personal limitations and ask for help.
Must become Fear Free Certified.

Nice To Haves

Shelter software knowledge.

Responsibilities

Greet visitors and provide compassionate, professional customer service aligned with LHS philosophies and core values.
Prioritize and respond to walk-ins, phone calls, and email inquiries in a timely and organized manner.
Use de-escalation techniques with upset or distressed clients and report potential customer service concerns or conflicts to management.
Provide information to community members about shelter services and programs.
Use shelter software and maintain required spreadsheets and records accurately.
Serve as the primary contact for lost-and-found pet reports and inquiries.
Make reasonable efforts to reunite lost pets with owners through calls, emails, social media posts, and found-pet flyers.
Maintain accurate lost-and-found documentation and coordinate with City of Lynchburg Animal Control Officers about pets brought to the shelter.
Assist the public with microchip scans and identification resources.
Provide pet owners in crisis with guidance, resources, and problem-solving support to help keep pets in their homes when possible.
Help clients access community support services, including low-cost veterinary care, behavior resources, and rehoming guidance.
Complete and process temporary assistance applications and related forms; educate pet owners about responsible ownership and available resources.
Schedule and coordinate public end-of-life and cremation services, process consent forms, communicate options and procedures compassionately, and maintain related records.
Process payments and collect fees for services and donations accurately and with integrity.
Complete and file legal and administrative forms, schedule public services and appointments, and maintain organized records of client contact attempts.
Assist with data entry and tracking, and comply with state regulations and LHS policies and procedures.
Maintain clean and organized front lobby, public, laundry, front desk, and community resource areas; support general facility upkeep as assigned.
Promote LHS donations, community programs, and services; assist other departments as needed.
Walk and handle dogs and cats of various sizes, ages, and behavioral categories.
Perform additional tasks assigned by management and consistently personify LHS Core Values.