Intake Prevention Specialist

JOB OPENING

CITY OF FARMINGTON

JOB POSITION #180 : INTAKE PREVENTION SPECIALIST

NUMBER OF VACANCIES : 1

DEPARTMENT : PARKS AND RECREATION

WORK LOCATION : ANIMAL SHELTER

HIRING RANGE : $16.00 - $18.00 per hour

PAY CLASS : HOURLY

DAYS WORKED : MONDAY - FRIDAY

HOURS WORKED : 8 : 00 a.m. - 5 : 00 p.m.

TYPE OF POSITION : TEMPORARY

APPLICATIONS WILL BE RECEIVED UNTIL : UNTIL FILLED

Position Overview :

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.

The Intake Prevention Specialist must be organized, appreciate attention to detail and data gathering, be a good listener, converse with people to understand their needs and / or concerns, and display problem-solving skills. Must be able to think on your feet, stay calm under pressure, and have a background in customer service or social services.

JOB DUTIES : 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, worth 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.

NON-ESSENTIAL DUTIES :

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

QUALIFICATIONS :

This position is subject to the City's Drug and Alcohol Free Workplace Program. This includes : pre-employment testing, post-accident testing, reasonable suspicion testing, return-to-duty testing, and follow-up testing.

Must be able to communicate effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside of FRAS, 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.

High School Diploma or equivalent, associates or bachelor's degree preferred

At least two years of experience in a customer service / retail sales or social services position is required.

Any combination of training and experience which demonstrates the knowledge and skills necessary for this position.

Ability to handle difficult people and situations with respect, calmness and courtesy.

Understanding confidentiality and the ability to maintain it.

Ability to perform data entry at a rate sufficient to perform duties of the job.

Ability to operate tools and equipment listed.

Ability to work well under pressure and in stressful situations.

Knowledge of animal handling and animal husbandry is preferred.

Valid New Mexico driver's license with acceptable driving record for the past three years or state of current residency.

Considerable knowledge of Administrative office skills with experience in typing, computer, calculator, telephone and related office machines.

Must be able to work around animals without an allergic reaction.

Extensive background checks required.

This position has the responsibility to participate in and comply with the City's Environmental, Health, and Safety program.

TOOLS AND EQUIPMENT USED :

Personal computer, calculator, phone, automobile.

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to walk, sit, talk and hear. The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.

The employee must occasionally lift and / or move up to 50 pounds individually. Specific vision abilities required by this job include close vision, and the ability to adjust focus.

WORK ENVIRONMENT :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Potential exposure to zoonotic diseases, high noise levels, hazardous chemicals, and sharp objects. Able to lift up to 50 lb., long periods of standing, bending, stooping, reaching and animal handling and restraint in an animal shelter-type setting. Able to handle all sizes and activity levels of animals.

The noise level in the work environment is generally noisy.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER, M / F.

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