Community Support Coordinator

City of Burlington NC•Nc 27258, NC

About The Position

The Community Support Coordinator is a member of Burlington Animal Services’ community support team, providing pet-related counseling at the Pet Adoption and Resource Center. The role uses critical thinking to provide problem-solving assistance, resource consultation and referrals, education, and support in delivering community animal services to residents and customers in person, by email, and by phone. The coordinator works collaboratively with staff across functional areas and departments, as well as fosters, adopters, volunteers, community members, and leaders, to address pet needs and achieve positive outcomes. Burlington Animal Services is a department of the City of Burlington, North Carolina, serving residents across Alamance County. It is committed to pet lifesaving, public service, proactive support, community collaboration, and solutions-oriented outcomes. The department follows a no-kill philosophy and cares for more than 6,000 pets annually while maintaining a pet life-saving level of 90% or greater.

Requirements

Associate’s degree in any major and one year of directly related work experience; alternatively, a high school diploma or equivalent and at least three years of relevant work experience may be considered if there are not enough applicants meeting the primary minimum qualifications.
Valid driver’s license.
Fear Free Certification, or obtain certification within the first six months of employment.
Knowledge of relevant regulations and industry guidelines, including North Carolina General Statutes Chapter 19A, NCAC 52J Animal Welfare Section, and applicable City of Burlington Code of Ordinances provisions.
Knowledge of humane animal care, treatment, and modern community-centric animal services operations.
Skill with Microsoft Office, particularly Word, Outlook, and Excel, and applications such as Chameleon and Acuity.
Knowledge and skill using modern office equipment and technology, computer software, and multi-line phones.
Ability to adapt to frequent interruptions, changing priorities, workload, pace, and assignments.
Effective listening, reading, and comprehension skills for detailed and complex information and procedures.
Effective digital, oral, written, and interpersonal communication skills in professional environments.
Ability to appropriately handle emotional stress associated with stressful animal welfare situations.
Ability to exercise sound judgment and make decisions under pressure.
Ability to work independently and collaboratively.

Nice To Haves

One year of work experience in any field involving critical thinking, communication, conflict resolution, and problem-solving in phone, email, and in-person public-facing functions.
Educational background in human services, social sciences, communications, public relations, or animal science.
Oral and written fluency in both English and Spanish.

Responsibilities

Provide problem-solving assistance and counseling about animal-related concerns, coordinating with appropriate staff.
Connect customers with available resources, programs, and services that address animal concerns.
Assist customers with lost-pet recovery, adoption and fostering, volunteering, pet-help resources, and external partner services.
Respond promptly, appropriately, and accurately to high-volume customer inquiries and concerns by phone, email, and in person.
Provide comprehensive pet-help counseling and assistance.
Maintain positive, collaborative, and cooperative communications and professional relationships with internal and external contacts.
Provide information and assistance to visitors and volunteers.
Support dispatching service and assistance calls to field officers.
Collect information and accurately enter data using Chameleon software.
Collect service fees and prepare deposits.
Conduct a daily inventory of pets in care.
Prepare and maintain digital reports, records, appointments, and photographs of incoming pets using Chameleon, Acuity, Office 365, and other applications.
Assist with maintaining a digital and paperless office system.
Ensure compliance with applicable records regulations and BAS policies within areas of responsibility.
Use Fear Free techniques when interacting with pets and follow safe work practices.
Perform other related duties as assigned.