Community Support Specialist (Full-Time)

Richmond SPCA • Richmond, VA

8h • Onsite

About The Position

The Richmond SPCA is a non-profit organization dedicated to animal welfare, with a mission to create a no-kill community through education and resources. The Pet Support Services team is crucial for animal intake, and the Community Support Specialist provides compassionate, solutions-focused support to community members facing challenges with pet care. This role involves crisis intervention, case management, and client support, aiming to keep pets with their families whenever possible.

Requirements

• Alignment with the Richmond SPCA’s mission to achieve and sustain a no-kill community – including promoting pet adoption and spaying/neutering – and to utilizing reward-based, positive reinforcement (R+) training methods.
• Effective, professional, and empathetic communication (written, in-person, and by phone) with community members, volunteers, and all Richmond SPCA employees.
• Attitude that contributes to a welcoming, accessible, compassionate, and respectful atmosphere.
• Previous customer service experience and proven ability to satisfactorily resolve customer service issues.
• Maintain confidentiality as requested.
• Ability to multi-task, take and follow directions, and adapt to and productively accommodate changing demands – all with excellent attention to detail.
• Punctuality and reliability are essential, as well as good time management and prioritization skills.
• Resourcefulness and ability to work independently and as part of a team in a mature, professional, and productive capacity.
• Basic computer skills and ability to learn new computer systems.
• Daytime availability, weekend availability preferred but not required.
• Ability to work in a high volume, fast-paced environment.
• Comfort handling/learning to handle dogs, cats, and small mammals, including fearful or fractious animals.
• Ability to travel several hours for transfers and community outreach efforts (driving a large company vehicle or as a passenger).
• Have a valid driver's license and clean driving record (few or no violations).
• Reliable transportation including during inclement weather conditions.
• Be 18 years of age or older.
• Able to routinely lift 40-50 lbs.
• Able to work with animals (including those who are sick or injured or who have behavior challenges) and around loud noises, cat litter, animal waste, allergens (pet dander, peanut butter), various chemicals, and disinfectants.
• Able to bend, kneel, stoop, use stairs and use your arms in a repetitive manner.
• Able to be on your feet for an entire 8-hour shift.
• Able to work in all weather conditions.
• Have physical strength to perform medical restraint, animal handling, and cleaning duties effectively and efficiently.

Nice To Haves

• Experience using Microsoft 365, DaySmart Vet and PetPoint is a plus.
• Bachelor’s of Social Work (BSW) or Master’s of Social Work (MSW) and/or relevant professional social work preferred.
• Bilingual in English and Spanish (speaking and writing) preferred, but not required.
• Experience working in the animal welfare or veterinary field preferred, but not required.
• Educational or professional experience in social work, psychology, sociology, human services or other related fields.

Responsibilities

• Serve as a primary point of contact for community members seeking assistance with pet-related challenges; provide compassionate, non-judgmental support in person, by phone, and via email.
• Utilize a trauma-informed approach to support community members who need shelter diversion/pet retention resources or surrender/crisis support services.
• Connect clients with Richmond SPCA programs and external community resources (e.g., pet food banks, low-cost veterinary care, behavioral support, temporary housing); continuously research, update, and maintain lists of available resources.
• Provide ongoing case management including assessments, follow-ups, and outcome tracking while maintaining accurate and detailed records of client interactions and case progress.
• Facilitate the animal intake process for surrender and/or crisis support clients.
• Maintain ongoing communication with clients receiving surrender and/or crisis support during their service period.
• Partner with the Foster Care team to identify appropriate foster care providers for crisis boarding placements and ensure ongoing communication between departments for clarity, consistency, and continuity of care.
• Collect detailed behavioral, medical, and background information about animals in need of surrender or crisis support services.
• Handle (leash-walking, lifting, and carrying) and restrain dogs, cats, and small mammals; placing and securing animals in carriers/kennels.
• Perform basic diagnostic and treatment tasks after appropriate training (administration of vaccines, de-wormer, and microchips; drawing blood using needles) for dogs, cats, and small mammals of various sizes, temperaments, and medical history.
• Enter animal data thoroughly and accurately into shelter database software.
• Report any pet medical and behavioral concerns or observations to veterinary staff and/or behavior and training teams for monitoring.
• Perform general cleaning, restocking, and upkeep of workspace as well as sweeping, dusting, mopping, taking out the trash, and restocking files and other supplies; notify appropriate personnel when supplies are running low.
• Complete special cleaning projects and side duties as needed.
• Attend and participate in all required trainings and meetings.
• Assist other colleagues on the Pet Support Services team as needed.
• Maintain open and regular communication with the Manager of Pet Support Services and Assistant Manager of Pet Support Services.
• Perform other job-related duties as assigned.

Benefits

• Low-cost, full-service Susan M. Markel Veterinary Hospital access for employees.
• Employee Assistance Program.
• Voluntary (employee-paid) benefits including accident insurance, hospital indemnity and critical illness insurance (for employees averaging 15+ hours per week).
• 401(k) retirement plan (for employees averaging 20+ hours a week).
• Paid wellness leave (for employees averaging 20+ hours a week).
• Insurance benefits, including medical, dental, and vision, life insurance, short-term and long-term disability, and paid personal leave (for full-time employees).
• Eligibility for the Public Service Loan Forgiveness Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees