Intake Prevention Specialist

Intake Prevention Specialist

The Intake Prevention Specialist provides excellent customer service and resources to San Juan County residents with the goal of reuniting and keeping pets with their families. The Intake Prevention Specialist serves as a resource for pet owners and the community and prevents shelter intake by helping an animal return home to an owner, or problem-solving ways to keep a pet in their home.

The Intake Prevention Specialist is passionate about helping people find or obtain the resources they need.

Essential Duties:

• Responsible for being an exemplary role model in customer experience excellence. Maintain a positive attitude and deal tactfully and effectively with the public. Represent FRAS in a professional, caring, and solution-oriented manner while embracing our core values of teamwork, compassion, work ethic, and perseverance.
• Problem-solve with owners to remove barriers to keeping their pets or offer guidance for the owner to rehome their pet.
• Gather and maintain an extensive knowledge of community resources, animal control ordinances, and appropriate standards of care to effectively help pet owners make informed decisions regarding their pet's identified needs with compassion, empathy, and a desire to help. Identify barriers and provide consultation, support, direct assistance, information, and follow through to those needing assistance.
• Serve as an educational resource for pet owners and pet families, answer questions, requests, and inquiries thoroughly and promptly. Communicate clearly and effectively through varying channels of communication, including but not limited to, email, postal mail, phone conversations and face-to-face dialogue respectfully and compassionately. Act as a liaison to refer pet families to outside resources as needed.
• Research best practices for intake by appointment, owner surrender prevention, and lost and found reunification and incorporate into FRAS policies and procedures. With assistance from the Customer Service manager, create SOPs for each program.
• Using data and best practices continuously analyze intake/outcome data in order to calculate the average number of available spots per week to more consistently allow owner surrenders and schedule as appropriate.
• Assist in implementing a foster-to-surrender program including best practices, scheduling, and creation of SOPs and training for staff
• Maintain detailed and accurate records regarding owners and animals being assisted, as well as pertinent owner information and communication records, state and city forms, kennel cards, and documents related to Animal Control and/or case management. Must be willing/able to track all work and outcomes and provide monthly reports.
• Coordinate lost and found program for FRAS. Gather, organize, and communicate information on lost and found reports. Research any identification of lost animals. Contact owners and record all communication attempts. Must be willing to maintain a social media account to follow lost and found posts and comment or contact users as needed. Performs return to owner paperwork and data entry.
• Work with customers to adopt, surrender, or turn in stray animals.
• Responsible for receiving money and operating a cash register.
• Assists in ensuring daily revenue close outs are completed and balanced.
• Performs data entry into shelter software.
• Assists in preparing daily, monthly and yearly intake/outcome inventories and reports.
• Performs custodial and cleaning duties.

Adhere to all FRAS organizational policies and procedures.

Perform other duties as assigned.

Attendance at work is an essential function of this position.

Qualifications:

This position is subject to the City's Drug and Alcohol Free Workplace Program. This includes: pre-employment…