Intake Adoption Counselor

Intake & Adoption Counselor

Humane Society for Hamilton County (Fishers, IN)
Pay: $16/hour |
Full-Time (40+ hours/week) |

Reports to:

Customer Service Manager Schedule: Must be available to work at least one weekend day (Saturday or Sunday)

Must love people as much as animals.

Because this role is both.

At the Humane Society for Hamilton County, our lobby is where life changes happen: a family meeting their new best friend, someone surrendering a pet with tears in their eyes, an owner hoping their lost animal is safe. The Intake & Adoption Counselor is the steady, compassionate guide who helps people navigate those moments—and helps animals move safely into the next chapter.

If you’re warm with people, calm under pressure, and great with details, you’ll thrive here.

You’ll be the frontline point of contact for the public and the connector between departments—supporting adoptions, intakes, lost & found, and customer service.

• Greet customers and direct them to the right area for their needs
• Answer phones, route calls, take messages, and respond to emails daily
• Process and distribute donations; support retail needs
• Reconcile cash drawer and credit card totals during end-of-day

• Process and pre-approve adoption applications in Pet Point
• Counsel adopters and help match families with appropriate animals
• Finalize adoptions, conduct brief interviews, and complete paperwork
• Address applicant concerns professionally and escalate issues when needed

• Complete intake/surrender paperwork with compassion
• Counsel the public on shelter diversion during intake conversations
• Monitor Lost & Found resources to support reunifications
• Accurately enter and maintain data in Pet Point

• Communicate effectively with other departments
• Help complete daily checklists and support team priorities
• Maintain clean and organized public areas (lobbies, adoption spaces, restrooms, walkways)

• 1+ year customer service experience
• Fear Free Certified or willing to obtain certification
• Strong computer skills (Microsoft Office, email, database/data entry experience—PetPoint/Excel or similar)
• Ability to multitask, prioritize, and pivot quickly
• Comfortable in an environment with animal sounds, smells, and allergens
• Availability for a full-time schedule (40+ hours/week) including one weekend day (Sat or Sun)

• A self-starter with initiative and strong problem-solving skills
• An excellent communicator (written + verbal)
• Calm, respectful, and confident during emotional or stressful situations
• Aligned with a positive “whatever it takes” culture and our No-Kill Philosophy

• Medical (Anthem), dental, vision
• Long/Short Term Disability, Life Insurance
• FSA/HSA, Identity Theft Protection
• Generous PTO accrued from day one
• Robust pet benefits (vaccines, diagnostics, preventatives, meds at cost; select supplies free)
• 401(k) matching

If you want meaningful work, love animals, and truly enjoy helping people—you’ll feel at home here.