Pet Support Coordinator

OPERATION KINDNESS HUMANE SOCIETY • Carrollton, TX

3d • $0 - $20 • Onsite

About The Position

Operation Kindness Humane Society is seeking a Pet Support Coordinator to join their team. This role serves as the primary point of contact for pet owners seeking assistance or considering surrendering their pet. The position provides compassionate, solution-focused support by assessing each family’s needs, identifying alternatives to surrender whenever possible, and connecting pet owners with Operation Kindness programs and community resources. As a member of the Intake Team, the Pet Support Coordinator is primarily responsible for managing pet support and owner surrender cases through the organization’s case management system from initial request through resolution. This position ensures cases are reviewed and responded to in a timely manner, coordinates owner surrender appointments when necessary, and maintains accurate documentation of client communication, referrals, and outcomes. The Pet Support Coordinator works closely with the Intake Manager and cross-functional teams to balance organizational capacity while supporting pet owners through difficult situations with empathy, professionalism, and respect.

Requirements

• High school diploma or equivalent required.
• At least one year of experience in animal welfare, customer service, case management, social services, veterinary services, or a related field preferred.
• Experience managing sensitive client conversations and maintaining detailed records preferred.
• Equivalent combinations of education and experience may be considered.
• Ability to safely handle dogs and cats of varying sizes, breeds, temperaments, and medical conditions.
• Ability to lift and carry up to 40 pounds.
• Ability to sit, stand, walk, bend, kneel, and reach throughout the workday.
• Ability to work in an animal shelter environment that may include animal odors, noise, cleaning chemicals, and exposure to animal waste.
• Ability to work occasional evenings, weekends, or holidays based on departmental needs.
• Proficiency with Microsoft Office, email platforms, and database management systems.

Nice To Haves

• Spanish speaker a plus!
• Knowledge of animal welfare, shelter operations, intake diversion, pet retention, or community resources preferred.
• Bilingual English and Spanish skills preferred.

Responsibilities

• Serves as the primary owner of the Intake Team’s case management system, ensuring pet support and owner surrender cases are reviewed, assigned, updated, followed up on, and resolved in a timely manner.
• Manages pet support cases from initial request through resolution, maintaining accurate documentation of client communication, resources provided, referrals, appointments, and outcomes.
• Serves as a primary point of contact for pet owners seeking assistance or requesting to surrender their pet.
• Conducts compassionate conversations with pet owners to understand their circumstances, identify barriers, and explore alternatives to surrender whenever appropriate.
• Connects pet owners with Operation Kindness programs and community resources, including pet food assistance, affordable veterinary care, spay/neuter services, behavior resources, and rehoming support.
• Coordinates owner surrender appointments in collaboration with the Intake Manager while ensuring admissions align with organizational capacity.
• Reviews owner surrender requests and ensures all required paperwork, medical records, and behavioral history are completed prior to intake whenever possible.
• Monitors open cases and conducts appropriate follow-up to ensure requests are addressed and resolved in a timely manner.
• Documents all client interactions, referrals, case notes, and outcomes accurately within organizational systems.
• Tracks intake diversion efforts and identifies trends in surrender reasons, resource needs, and case outcomes that may help improve community support programs and reduce unnecessary shelter admissions.
• Communicates relevant medical, behavioral, and ownership information to internal departments to support successful animal placement and care.
• Maintains current knowledge of available community resources and services for pet owners.
• Promptly answers and returns phone calls, emails, and voicemails while providing exceptional customer service.
• Assists with daily Intake Team operations and provides support to Intake Coordinators as needed which may include shelter walkthroughs, animal evaluations, and entering animal intakes into Petpoint.
• Represents Operation Kindness professionally and treats all clients, community members, volunteers, and coworkers with kindness and respect.
• Performs other duties as assigned.

Benefits

• Fun and rewarding work environment
• Excellent benefits
• Hourly employees receive time and a half pay if scheduled to work on 10 company designated holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED