Animal Welfare Professionals

KC Pet Project's Position Description for a Bilingual Pet Support Specialist

• Responsible for being an exemplary role model in problem-solving and customer experience excellence. Make a good appearance, maintain a positive attitude, and deal tactfully and effectively with the public. Represent KC Pet Project in a professional, caring, and solution-oriented manner while embracing our “Solutions, Not Excuses” motto.
• 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.
• 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.
• Process all daily paperwork, deposits, and other essential processes with accuracy and attention to detail. Collect fees and solicit donations for services; must be comfortable handling money.
• Maintain detailed and accurate records regarding animal history at KC Pet Project as well as pertinent owner information and communication records, state and city forms, kennel cards, and documents related to Animal Services Division operations and/or case management and maintain confidentiality.
• Diligently enter communication and information into shelter management software, service tracking systems, and case management software systems. Keep records of all communications and assistance provided to pet owners and community members. Track data with care and diligence.
• Actively contribute to reaching department and organization goals and ensure completion of assigned department tasks and responsibilities in an efficient and effective manner. Display tact and above average communication and customer service skills. Deliver services and programs with an open-minded and inclusive attitude.
• Ensure appropriate standards of care are executed regarding scheduling animals for intake, vaccines, and pertinent medical tests, relaying medical or behavioral concerns to clinic staff, scheduling owner relinquishment appointments, helping a pet return home, conducting case management, and assisting with intake diversion practices.
• Adhere to and ensure compliance with all KC Pet Project organizational policies and procedures and safety guidelines and procedures. Report concerns/challenges to department leadership.
• Perform other duties as assigned.

• Accountability: Assume responsibility for successfully accomplishing objectives and set high standards of performance for self and others. Take personal ownership in the department’s positive and negative outcomes of work and take action to improve circumstances without instructions to do so.
• Social and Emotional Learning: Accurately recognize and regulate the influence of emotions, thoughts, and behaviors effectively, even in the face of highly emotional situations. Understand and empathize with others from diverse backgrounds and cultures and develop healthy and appropriate relationships through compassion and professionalism.
• Communication and Contact: Communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside of KCPP, display tact and above average communication and customer service skills. Must be able to maintain confidentiality and must be able to convey a positive and professional image to the public and employees.
• Attendance and Dependability: Must be able to report to work at the scheduled time; ensure the department is ready to open on time each day, can be depended on to complete work in a timely, accurate, and thorough manner and is conscientious about assignments.
• Exceptional organization and time management skills with the ability to prioritize and manage multiple projects and deadlines.
• Resourceful with the desire to go above and beyond to help owners retain their pets or, if appropriate, create a plan for surrender that best assists the owner and the animal.
• Excellent verbal and written communication skills.
• Basic computer literacy (Microsoft Office Suite, Trello, PetPoint, etc.).

• High School Diploma or equivalent.
• Bilingual (English/Spanish) or Multilingual is required.
• Previous experience in a customer service/retail sales or social services position is highly desirable
• Any combination of training and experience which demonstrates the knowledge and skills necessary for this position.
• Minimum one year experience working or volunteering in a shelter environment is highly desirable
• Possess a level of comfort with, or a willingness to learn, basic animal handling and interaction with cats and dogs, in addition to other species, who have a variety of behavioral and/or medical needs.
• Full time, 40 hours a week, including one weekend day. Some holidays are required.