Community Support Specialist

Position: Community Support Specialist (Full-Time)
Location: Richmond

Description

Reports to Manager of Pet Support Services

The Richmond SPCA is a non-profit organization located in the heart of Richmond, Virginia. As a leader in the field of animal welfare, we are cultivating a community committed to saving, protecting and enriching animal lives with a mission to provide education and resources to achieve and sustain a no-kill community. Annually, we rescue, rehabilitate and find homes for about 4,000 homeless animals while also providing our region with vital safety net programs designed to keep thousands of pets in loving homes and out of shelters.

Our values of collaboration, creativity, honesty, inclusion and respect guide not only what we do - but how we do it.

The Pet Support Services team plays an essential role in the intake of dogs and cats into the care of the Richmond SPCA. The Community Support Specialist, along with Pet Support Counselors, provides compassionate, solutions-focused support to community members facing challenges that may impact their ability to care for their animals. This role centers on crisis intervention, case management, and client support, with the goal of keeping pets with their families whenever possible.

Essential Functions

* Serve as a primary point of contact for community members seeking assistance with pet-related challenges; provide compassionate, non-judgmental support in person, by phone, and via email

* Utilize a trauma-informed approach to support community members who need shelter diversion/pet retention resources or surrender/crisis support services

* Connect clients with Richmond SPCA programs and external community resources (e.g., pet food banks, low-cost veterinary care, behavioral support, temporary housing); continuously research, update, and maintain lists of available resources

* Provide ongoing case management including assessments, follow-ups, and outcome tracking while maintaining accurate and detailed records of client interactions and case progress

* Facilitate the animal intake process for surrender and/or crisis support clients

* Maintain ongoing communication with clients receiving surrender and/or crisis support during their service period

* Partner with the Foster Care team to identify appropriate foster care providers for crisis boarding placements and ensure ongoing communication between departments for clarity, consistency, and continuity of care

* Collect detailed behavioral, medical, and background information about animals in need of surrender or crisis support services

* Handle (leash-walking, lifting, and carrying) and restrain dogs, cats, and small mammals; placing and securing animals in carriers/kennels

* Perform basic diagnostic and treatment tasks after appropriate training (administration of vaccines, de-wormer, and microchips; drawing blood using needles) for dogs, cats, and small mammals of various sizes, temperaments, and medical history

* Enter animal data thoroughly and accurately into shelter database software

* Report any pet medical and behavioral concerns or observations to veterinary staff and/or behavior and training teams for monitoring

* Perform general cleaning, restocking, and upkeep of workspace as well as sweeping, dusting, mopping, taking out the trash, and restocking files and other supplies; notify appropriate personnel when supplies are running low

* Complete special cleaning projects and side duties as needed

* Attend and participate in all required trainings and meetings

* Assist other colleagues on the Pet Support Services team as needed

* Maintain open and regular communication with the Manager of Pet Support Services and Assistant Manager of Pet Support Services

* Perform other job-related duties as assigned

Qualifications, Skills and Expectations

* Alignment with the Richmond SPCA's mission to achieve and sustain a no-kill community - including promoting pet adoption and spaying/neutering - and to utilizing reward-based, positive reinforcement (R+) training methods

* Effective, professional, and empathetic communication (written, in-person, and by phone) with community members, volunteers, and all Richmond SPCA employees

* Attitude that contributes to a welcoming, accessible,…