Lead Adoption Counselor

Mountain Humane•Hailey, ID

3d•$21 - $28•Onsite

About The Position

The Lead Adoption Counselor works alongside Adoption Counselors to guide prospective adopters through the application, screening, and adoption process while supporting essential front-office operations. This role ensures the Adoption Team consistently delivers exceptional customer service to visitors, volunteers, and community partners. In close collaboration with the Associate Director of Shelter Operations (ADSO) and Shelter Operations Administrator (SOA), the Lead Adoption Counselor helps implement systems and processes that improve efficiency, accuracy, and overall effectiveness at the front desk. Under the direction of the ADSO AND SOA, this position oversees and participates in all Adoption Counselor functions, including greeting and assisting visitors, completing administrative tasks, maintaining adoption supply inventory, coordinating daily and weekly team priorities, and ensuring timely responses to adoption-related communications during normal business hours. The Lead Adoption Counselor plays a key role in fostering a welcoming, professional, and mission-aligned experience for all Mountain Humane supporters while providing guidance, mentorship, and accountability to Adoption Counselors.

Requirements

High school diploma or equivalent required; bachelor’s degree in a related field or equivalent experience in animal welfare, nonprofit operations, or customer service preferred
Strong interpersonal and customer service skills with the ability to build effective working relationships with staff, volunteers, and the public
Excellent verbal and written communication skills
Demonstrated ability to manage multiple priorities in a fast-paced, physically and emotionally demanding environment
Ability to train, mentor, and provide constructive feedback to staff and volunteers
Strong administrative, organizational, and time-management skills with high attention to detail
Ability to exercise sound judgment, maintain flexibility, and work both independently and collaboratively
Proficiency with Windows-based systems and Microsoft Office (particularly Word and Excel); ability to quickly learn new software platforms
Commitment to Mountain Humane’s mission and a genuine compassion for animals
Ability to work respectfully and effectively with individuals from diverse backgrounds and lived experiences
Must be at least 18 years of age

Nice To Haves

Bilingual (English/Spanish) skills are a plus

Responsibilities

Facilitate and implement the animal adoption process by matching potential adopters with the best possible new companion using approved matching systems and guidelines
Ensure Adoption Counselors adhere to guidelines in accordance with Mountain Humane’s policies and procedures
Oversee inventory of adoption supplies and communicate numbers with Senior Director regularly
Ensure proper phone etiquette and communications are being followed
Establish and enforce office standards and cleanliness protocols
In collaboration with Senior Director and Shelter Ops Administration, act as a guide to Adoption Counselors and appropriately field questions or concerns they may have
Meet with ADSO and Adoption Counselors regularly to ensure tasks are being completed and the team has a mutual understanding of the plan for the week
Manage adoption staff daily tasks list
Work with ADSO and Adoption Counselors on big picture projects such as planning of adoption events or improving our pre-adoption/post-adoption processes
Greet and assist visitors with impeccable customer service
Communicate and listen with tact and empathy
Provide information on Mountain Humane policies, values, mission, programs and events
Assist with all impounds in absence of ADSO
Work cooperatively with all volunteers and recognize the talent and commitment they bring to Mountain Humane
Willingness and ability to learn about animal behavior, common challenges, and ways to deal with challenges in order to match adopters with animals and to keep animals in homes
Evaluate and gain an adequate understanding of adopter’s lifestyles and interests to adequately match adopters with Mountain Humane’s animal population
Impart accurate information to potential adopters
Provide behavior information and shelter approved training techniques to adopters
Follow adoption guidelines in accordance with the Mountain Humane’s policies, procedures, and SOP’s
Work effectively with the Mountain Humane team
Assist with answering phones, maintain shared trackers, and animal database record keeping
Assist with animal kennel cards and files
Print and stock office/administrative forms
Prepare adoption folders and bags
Assist with adoption follow up procedures
Help with front office area cleaning
Notify departments of packages delivered to Mountain Humane
Maintain a neat and well-groomed personal appearance
Wear supplied uniforms and closed toed shoes during all working hours
Comply with all facility safety protocols
Carry out other duties as assigned by supervisor

Benefits

Generous paid time off allotment for vacation and personal reasons
100% employer paid medical and vision insurance for staff (with the option of upgrading the plan for an additional contribution)
100% employer paid dental insurance plan through Delta Dental
100% employer paid life insurance policy
Access to a 403(b) retirement account with a 3% matching employer contribution
Access to reduced cost veterinary care and pet supplies (including dog/cat food) for all employee-owned pets
An annual personal pet care allowance for veterinary products and services
A 40% discount at The Barkin’ thrift store in Hailey, and
Access to discounted membership at Gravity Fitness & Tennis in Hailey
Mountain Humane also provides funding for professional development opportunities and financial assistance for commuting employees.
For employees with federal student loans, Mountain Humane is also a qualifying employer for the Public Service Loan Forgiveness (PSLF) program!