Community Services Facilitator

37.5 hours per week | Rotational schedule including days, evenings, and weekends | Shifts between 8:30AM–7:00PM

Reporting to the Manager of Animal Admissions & Foster, the Community Services Facilitator is a collaborative, cross-functional role that operates across Animal Admissions, Foster Care, and Community Programs. This position is integral to advancing the organization’s mission by supporting a coordinated, compassionate approach to service delivery for both animals and the community.

The Community Services Facilitator plays a key role in ensuring a seamless and client-centered experience across the continuum of care—from intake and diversion, to foster placement, to the delivery of community-based supports that help keep pets safely in their homes. This position requires a high degree of adaptability, sound judgment, and professionalism to effectively navigate a fast-paced environment while responding to the diverse needs of clients and animals.

The successful candidate will demonstrate a strong commitment to animal welfare, exceptional customer service, and the ability to effectively coordinate programs, resources, and communication across multiple teams in support of organizational goals.

• Act as a liaison across Admissions, Foster, and Community Programs to ensure cohesive, timely, and client-centered service delivery.
• Support the full lifecycle of care for animals and clients, including intake, diversion, foster placement, and community outreach programs.
• Maintain strong communication between departments to ensure alignment, efficiency, and continuity of care.

• Provide compassionate, non-judgmental support to clients surrendering animals or seeking assistance.
• Assess and triage animal intakes while exploring diversion opportunities and community-based supports.
• Process intake documentation, maintain accurate records, and manage database entries.
• Coordinate foster intakes, returns, and transportation logistics with internal teams and external veterinary partners.
• Respond to public inquiries via phone, email, and in person.

• Train and support foster families and volunteers.
• Coordinate the placement of animals into foster homes, ensuring timely and appropriate matches.
• Maintain ongoing communication with foster caregivers and provide day-to-day support.
• Track and manage foster animal records, inventory, and program documentation.
• Support volunteer engagement, recognition initiatives, and foster appreciation efforts.

• Assist in the coordination, and delivery of community support programs, including:
• Pet Safekeeping
• Emergency Boarding
• Seniors Program
• Pet Food Bank
• Keep Them Home initiatives
• Support the administration of applications, appointment scheduling, and client communication.
• Collaborate with veterinary teams and external partners to expand program offerings (e.g., vaccination and spay/neuter initiatives).
• Track program data and contribute to reporting and continuous improvement.
• Develop and document policies, procedures, and best practices for program consistency.

• Provide administrative and operational support across departments as needed.
• Assist with animal care duties including handling, cleaning, enrichment, and kennel setup when required.
• Support transport of animals to veterinary clinics and partner agencies.
• Promote volunteer engagement and donor stewardship through positive relationship-building.
• Participate in maintaining a safe, clean, and organized work environment.

• High school diploma (post-secondary education in animal care, social work, or related field an asset).
• Experience in customer service, program coordination, or animal welfare environments.
• Strong interpersonal and communication skills, with the ability to manage sensitive situations compassionately.
• Proven ability to build relationships across diverse communities and stakeholders.
• Excellent organizational and multitasking skills, with the ability to manage competing priorities.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Ability to…