Reports to: Community Support Supervisor

The Community Support Department aims to keep pets with the people who love them by supporting pet owners in need. Community Support is also responsible for providing quality and efficient customer service to shelter visitors and clients, including assisting with the intake of stray animals and helping owners looking for lost pets. The Community Support Supervisor supports these efforts through the direct daily management of all department employees (Community Caseworkers) to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. The Community Support Supervisor role is a working Supervisor position with the expectation that this person acts as an additional Community Caseworker as the need arises. The Community Support Supervisor works closely with the Community Support Manager to research new ideas, implement changes to programs, and coach staff as needed.

Essential Duties and Responsibilities:

• Provide daily direction and communication to employees so that clients are assisted in a timely, efficient, consistent and knowledgeable manner.
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external clients.
• Provide performance feedback and coaching on a regular basis to each department member. Write and administer performance reviews for skill improvement.
• Assist with team Community Caseworker duties on a regular basis.
• Work closely with Community Support Manager to resolve client concerns.
• Coordinate with our DeKalb County Animal Control and Enforcement Officers to inform clients of citations, court case updates and bite quarantine requirements.
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Track shelter finances on a weekly basis and support Community Support Manager with daily reconciliation.
• Develop weekly and monthly statistical reports concerning client volume issues and resolutions, and other appropriate efficiency measurements.
• Serve as back-up for every position and function in the department.
• Prepare office supply and equipment orders for Director approval.
• Work collaboratively with all departments to ensure excellent customer service in all areas of the shelter.
• Support department employees with counseling the public on supporting their pets, rehoming assistance, and directing the public to other community resources.
• Deliver services and programs with an open-minded and inclusive attitude. Treat each community encounter with respect, kindness, and compassion.

Desired Skills:

• Compassion for pets and their owners.
• Passion for serving the community.
• Ability to develop and motivate a team.
• Ability to communicate effectively to a variety of audiences.
• Excellent organizational skills.
• Excellent customer service skills.
• General animal behavior and care knowledge.
• Flexible and able to handle multiple, competing priorities.
• Attention to detail and accuracy in communication, note documentation, and data entry.

Qualifications/Educational Background:

• Minimum 3 years customer service management experience, preferably in a non-retail or non-restaurant environment.
• Degree or certificates in social services, customer service, business management or related field; or, a combination of education and experience in relevant areas.
• Training certification in customer conflict resolution.
• Community outreach or advocacy experience.
• Animal experience preferred.
• Proven leadership experience.

To apply, please send a resume and salary history to employment@lifelineanimal.org.

Reports to: Foster Supervisor

The Feline Foster Coordinator plays an important role in the overall Foster Program. The success of the Foster Program is heavily contingent upon developing positive working relationships with foster parents and shelter staff. This role oversees the current feline foster program and develops new programs to support the placement of cats and kittens into foster care. The Coordinator manages the foster home visit process, maintains a database of foster information, produces reports as needed and develops and manages a feline enrichment program.

Essential Duties and Responsibilities:

• Recruit, interview and select volunteers for the Feline Foster Program. Coordinate with the Volunteer Coordinator as volunteers express foster interest.
• Conduct home visits as part of the foster volunteer evaluation process. Document inspections as required by Department of Agriculture regulations.
• Maintain foster module in Chameleon to keep track of foster pets housed outside of the shelter.
• Train fosters, volunteers and employees on the proper care of cats and kittens of all ages and proper enrichment techniques.
• Handle Foster to Adopt (FTA) kitten adoptions including conducting a home visit, coordinating with the adoptions department to schedule surgery and communicating follow up care and needs up to finalizing adoption.
• Develop programs to enhance cat and kitten adoptions and foster placement.
• Work closely with Volunteer Coordinator on volunteer opportunities that assist with foster processes, home visits and animal care.
• Work with Veterinary staff on medical treatment of cats and kittens in foster care.
• Monitor and provide care of the kittens in the nursery while maintaining a clean environment.
• Coordinate with other Departments as it pertains to foster cats and shelter population, including the rescue department on rescue placement of cats and kittens.
• Be willing to work flexible hours and/or from home and be on call if needed, including working past closing hours if a placement takes longer than expected or an emergency arises.
• Provide excellent customer service to fosters, shelter visitors, coworkers, and volunteers.
• Support and assist other members of placement staff and other departments within shelter when needed as assigned.
• Maintain current files in orderly fashion, produce reports as needed and stock all documents needed for foster packets.
• Must promote LifeLine Animal Project’s policies and philosophies.
• Other duties as assigned.

Desired Skills:

• Knowledge of animal behavior, habits, and husbandry.
• Animal handling skills for large and small animals.
• Compassion for animals and owners and passion for serving the community.
• Ability to prepare and maintain routine work records and reports.
• Ability to communicate effectively, both orally and in writing.

Qualifications/Educational Background:

• A minimum of 2 years’ experience in a shelter or kennel.
• Considerable knowledge of animal welfare programs.
• Must be available to work on weekends.

To apply, please send a cover letter, resume, and salary history to employment@lifelineanimal.org.

Reports to: Adoption Supervisor

Responsible for counseling the public about potential pets for adoption; reviewing adoption applications submitted by the public based on written guidelines; receiving adoption fees and updating the software system with information necessary to complete the adoption. Other tasks include submitting clinic paperwork, scheduling surgery appointments, and other administrative work.

Essential Duties and Responsibilities:

• Answer emails and phone calls from the public regarding pets for adoption in a prompt, professional and informative manner.
• Use matchmaking criteria to connect potential adopters to their future pets to best ensure positive outcomes.
• Answer questions from the public about pets for adoption, including the behavior of specific breeds, dog and cat behavior, pet care, and other pertinent information.
• Review adoption questionnaires submitted by visitors with Adoptions Ambassadors and interact with them to facilitate adoption decisions, if the applicant meets written adoption guidelines. Notify potential adopter of placement decisions in a professional manner.
• Must promote Lifeline Animal Project’s policies and philosophies.
• Positive collaboration with all teams in the shelter and flexibility to learn/promote/initiate lifesaving best practices.
• Complete clinic transfer paperwork for animals that have been adopted to ensure they are spayed/neutered, microchipped, vaccinated, heartworm or combo tested, etc.
• Use software system (Chameleon and Adopets) to properly complete adoptions.
• Handle adoptions fees and perform cash box closing for the adoption cash box.
• Coordinate with clinic management concerning the surgery schedule, heartworm treatments, microchipping, etc.
• Assist in identifying animals for “ready to go” surgery and coordinate surgery scheduling and other duties assigned.

Desired Skills:

• Excellent customer service skills.
• Demonstrated personal communication knowledge to include effective phone skills, effective interviewing techniques, public speaking and ability to communicate effectively in writing and orally.
• Knowledge of dog and cat behavior, training and of animal breed recognition is also required.
• Knowledge in animal health and well-being to include nutrition needs, resources for information, knowledge of common animal diseases.
• Ability to identify animal species, breeds, ages and sexes. Ability to identify signs of animal illnesses and injuries, and recognize common animal behavior.

Qualifications/Educational Background:

• Minimum of high school diploma
• 1+ years’ experience in animal related field.
• Must have a positive attitude and be a team player.
• Must be available to work on weekends.
• Must pass background check and drug screening.
• Must pass general knowledge test and animal knowledge test.

Language Skills:

Must be able to read and interpret policies and procedures. Must be able to communicate effectively to adopters and must provide good customer services skills.

Reasoning Ability:

Must have the ability to interpret a variety of instructions in written or verbal form and to follow those instructions correctly.

Work Environment:

While performing the duties of this job, employee may be exposed to a kennel that is not air-conditioned and may be exposed to unpleasant kennel smells.

To apply, please send a cover letter, resume, and salary history to employment@lifelineanimal.org.

Reports to: Director of Operations

Job Overview: Manage the adoption facility, adoption and animal care teams for a LifeLine adoption center.  Hire, train, couch, support, and counsel staff.  Ensure proper protocols and procedures are being followed by both animal care and adoptions teams. 

Responsibilities and Duties:

• Hire, train and counsel animal care and adoption staff.
• Has a clear understanding of both adoption and animal care policies and procedures.
• Ensures proper handling and care of all animals within the facility at all times.
• Cross trains staff.
• Ensures all employees understand LifeLine adoption polies and procedures. (Adopters Welcome) 
• Creates protocols, check lists, other to ensure daily completion of all animal care and adoption tasks.
• Ability to communicate clearly with staff and the public, including difficult conversations.
• Has working knowledge of software.
• Answers emails and calls from the public regarding pet adoptions.
• Ability to relay pertinent information to adoption staff and animal care staff, including procedural changes. 
• Creates weekly or monthly work schedules for animal care and adoption staff to ensure full coverage at all times.
• Ability to assist staff with matchmaking, adoption procedures and animal handling and care. 
• Inventories and orders supplies as needed to meet operational needs.
• Notifies Director of Operations in regard to maintenance issues ASAP.
• Maintains accurate animal inventory.
• Ensures proper feeding, cleaning and medicating of all animals every day.
• Communicates well with animal care, clinic and placement teams from the main shelter. 
• Ensures proper opening and closing protocol are accomplished daily.
• Ensures building upkeep. (trash, poop, etc) 

Qualifications:  

• Supervisory and animal handling experience preferred.
• Excellent customer service skills and a positive attitude.
• Extensive knowledge of dog behavior, breed recognition, common illnesses, and basic animal care training is required. 
• Ability to effectively communicate verbally and in writing.
• Must demonstrate reliability, self-motivation, and the ability to work with limited supervision.
• Ability to maintain flexible work hours. 

Education and/or experience: 

• Minimum of two years of supervisory experience.
• Minimum of one year animal handling experience in a professional setting.

Language Skills: 

• Must be able to read and interpret policies and procedures.  Must be able to communicate professionally and effectively with customers, staff and volunteers. 
• Must have the ability to interpret a variety of instructions in written and verbal form and to follow those instructions with accuracy.

Work Environment: 

• While performing the duties of this job, the employee may be exposed to excessive noise.
• While performing the duties of this job, the employee may encounter difficult customers and volunteers with whom they must interact in a professional manor.

To apply, please send a cover letter, resume, and salary history to employment@lifelineanimal.org.

Department: Midtown Adoption Center
Reports to: Midtown Adoption Center Manager

SUMMARY
Responsible for counseling the public about potential pets for adoption; reviewing adoption
applications submitted by the public based on written guidelines; receiving adoption fees and
updating the software system with information necessary to complete the adoption. Completion
of necessary animal care duties such as cleaning, feeding, medicating, and providing enrichment
activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Use matchmaking criteria to connect potential adopters to their future pets to best ensure
  positive outcomes.
• Answer questions from the public about pets for adoption, including the behavior of
  specific breeds, dog and cat behavior, pet care, and other pertinent information.
• Review adoption questionnaires submitted by visitors and interact with them to facilitate
  adoption decisions, if the applicant meets written adoption guidelines.
• Must promote Lifeline Animal Project’s policies and philosophies.
• Positive collaboration with all teams in the shelter and flexibility to learn/promote/initiate
  life-saving best practices.
• Complete paperwork for animals that have been adopted to ensure they are scheduled for
  heartworm treatment or any other procedures.
• Use software systems (Chameleon, Adopets, and Asana) to properly complete adoptions.
• Handle adoption fees and perform cash box closing for the adoption cash box.
• Provide excellent assistance to customers who are interested in adopting a dog or cat or
  who are looking for their lost pet.
• Properly clean and disinfect stainless steel water and food bowls daily.
• Launder and fold towels and linens daily.
• Provided necessary animal care (feeding, cleaning, enrichment, and so on).
• Other tasks assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily.

• Excellent customer service skills
• Knowledge of dog behavior, training, and of animal breed recognition is also required.
• Knowledge in animal health and well-being to include nutrition needs, resources for
  information, knowledge of common animal diseases
• Ability to identify animal species, breeds, ages, and sexes. Ability to identify signs of
  animal illnesses and injuries. Ability to recognize common animal behavior.
• Demonstrated personal communication knowledge to include effective phone skills,
  effective interviewing techniques, public speaking, and the ability to communicate
  effectively in writing and orally.
• Must have a positive outlook and be a team player.
• Must be available to work on weekends.
• Must pass a background check and drug screening.

EDUCATION and/or EXPERIENCE
Minimum of a high school diploma. Must pass the general knowledge test and animal
knowledge test.

LANGUAGE SKILLS
Must be able to read and interpret policies and procedures. Must be able to communicate
effectively with adopters and must provide good customer service skills.

REASONING ABILITY
Must have the ability to interpret a variety of instructions in written or verbal form and to
follow those instructions correctly.

CERTIFICATES, LICENSES, REGISTRATIONS
None required.

WORK ENVIRONMENT
While performing the duties of this job, employee may be exposed to a kennel that is not
air-conditioned and may be exposed to unpleasant kennel smells.

To apply, please send a cover letter, resume, and salary history to employment@lifelineanimal.org.

Reports to: Animal Care Supervisors/Managers

LifeLine Animal Project is committed to the care and welfare of pets and the people who love them. The values we exhibit as an organization show the strength of our staff, our leadership and our community. We expect all employees to exhibit LifeLine’s core values as we complete daily tasks, provide services to clients and care for our animals.

This position is responsible for coordinating transfers to rescue groups and working with Kennel staff to identify animals that can be placed in rescue.

Essential Duties and Responsibilities:
This represents a list of essential job duties. Other duties or special projects may be assigned as needed.

• Uphold the standards and values of LifeLine Animal Project:
  Save Lives
  Build Community
  Be Compassionate
  Be Exceptional Stewards
  Take Responsibility
• Maintain detailed, up-to-date records for all rescue groups and rescued animals.
• Call and/or email rescue groups about available FCAS shelter animals and assist rescue groups with animal selection.
• Identify, research, and recommend new rescue partners.
• Maintain positive relationships with rescue partners.
• Contact and coordinate the transfer of animals to out-of-state shelters.
• Answer phone calls and emails from potential rescuers in a prompt, professional and informative manner.
• Handle all customers in a polite and professional manner.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Excellent customer service skills.
• Knowledge of general animal care principles and practices.
• Ability to interact with impounded dogs, cats and other animals including vicious, stray, sick or injured animals.
• Ability to handle seeing and dealing with animals that have been abused, neglected or treated cruelly.
• Ability to understand and follow a variety of oral and written instructions/procedures.
• Ability to learn animal management software system and accurately enter information into the software system.
• Ability to serve the public and fellow employees with honesty and integrity.
• Must be available to work on weekends.
• Must pass background check.

Education and/or Experience:
Minimum of high school diploma or equivalent. One+ years’ experience in animal related field preferred.

Language Skills:
Must be able to read and interpret kennel policy guidelines and policies and procedures. Must be able to communicate effectively to kennel visitors and provide good customer services skills.

Work Environment:
While performing the duties of this job, employee may be exposed to a kennel that is not air-conditioned and may be exposed to unpleasant kennel smells. May have to handle dogs and cats that are stray, injured, diseased or vicious.

To apply, please send a cover letter, resume, and salary history to employment@lifelineanimal.org.

Position: Veterinary Receptionist
Department: Clinic
Reports To: Clinic Manager

LifeLine Animal Project is committed to the care and welfare of pets and the people who love them. The values we exhibit as an organization show the strength of our staff, our leadership and our community. We expect all employees to exhibit LifeLine’s core values as we complete daily tasks, provide services to clients and care for our animals.

The primary job for a Veterinary Receptionist is to exceed our client’s expectations for outstanding client service while creating a warm and welcoming impression. The Veterinary Receptionist must remain professional and courteous to clients and co-workers while acting as the face of our public veterinary clinic. The position entails requires the ability to work closely with co-workers to ensure accurate record-keeping and processes.

Essential Job Functions:
This represents a list of essential job duties. Other duties or special projects may be assigned as needed.

• Uphold the standards and values of LifeLine Animal Project: Save Lives, Build Community, Be Compassionate, Be Exceptional Stewards, Take Responsibility,Be Courageous, and Respect, Embrace and Celebrate Diversity

1. Telephone Communication

• Responds to requests for services made via phone call and voicemail in a timely manner.
• Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.
• Follow standard operating procedures for clients requesting a records transfer.

2. Client Relations

• Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
• Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian or manager.
• Communicates with clients as needed regarding invoices and the medical status of their pets.

• Provides clients with any information or instructions they will need prior to their appointments.

• Maintains knowledge of current wellness-care standards and common medical problems.

3. Hospitality

• Welcomes clients and patients to the practice and makes them comfortable, including greeting clients in a positive happy manner.
• Monitors appointment schedule and communicates with clients about wait times.
• Uses the client’s and pet’s names to personalize communication.
• Distributes new-client paperwork to all new clients.

4. Appointment Scheduling

• Schedules appointments using a computerized scheduling program in accordance with established hospital guidelines allocating the appropriate amount of time.
• Schedules appointments to meet the clients’ needs and most efficiently use Veterinarians’ and staff members’ time.

5. Computer Use and Maintenance

• Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
• Generates financial and other reports (e.g., call-back lists and appointment lists) using the computer system, as directed.

6. Marketing and Client Education

• Promotes the hospital to persons inquiring about the practice, fees, and products/services.
• Promote the practice’s products and services to clients, making suggestions when appropriate.
• Mails sympathy cards to clients.

7. Procedures and Protocols

• Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
• Maintains knowledge of the practice’s products and services.
• Attends all staff and departmental meetings as requested.

8. Recordkeeping

• Updates client files and patient records as needed.
• Scans medical documents.
• Faxes or emails medical records to requesters, with client’s permission.
• Processes returned mail/postcards. Contacts client to verify and correct contact information.
• Follows tracking procedures for requested record transfers.

9. Patient Discharge

• Enters all charges into the computer and double-checks entries. Enters recall reminder codes into the computer as indicated.
• Ensures that future reminders are set up in the computer system for the patient.
• Presents clients with medications, instructions, new client kits, and any other items to take home.
• Reviews discharge instructions, medications, and services rendered, and informs client of the total amount due if a technician is not available.
• Schedules discharge and follow-up appointments.

10. Cash Handling

• Accepts payments from the client. Accurately processes cash and charge card payments. Accurately invoices coupons and gift certificates when applicable.
• Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the Practice Manager or owner.

11. Facility Maintenance

• Assists staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms.
• Restocks and arranges retail and point-of-purchase displays.
• Opens the practice and sets up for the morning as directed.
• Closes the practice for the evening as directed.

12. Personal Conduct

• Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
• Refrains from judging individuals during appointments; serve each customer with equal consideration and dignity.
• Adheres to the posted work schedule. Arrives for work promptly and begins work at start time. Follows hospital policies for reporting lateness or absences.
• Clocks in and out with time clock at the beginning and end of each day and during breaks.

13. Additional duties as needed to support and assist the veterinary team.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Possess superior customer service skills.
• Education equivalent to the completion of the 12th grade.
• Knowledge of general office practices, procedures, and techniques.
• Demonstrated ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, and handle cash and other forms of payment.
• Experience assembling patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records.
• Ability to complete assigned tasks in the time allotted without direct supervision.
• Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
• Excellent interpersonal communication skills.
• A commitment to outstanding client service. veterinarian.
• Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance.
• Ability to stay on task and work energetically for entire shift, sometimes exceeding 10 hours per day.
• Ability to learn and use all necessary databases
• Preferred: Knowledge of veterinary medical terminology and procedures and general computer skills.
• Preferred: Ability to type 45 words per minute and use a 10-key adding machine.

Work Environment:
While performing the duties of this job, employee may be exposed to a kennel that is not air-
conditioned and may be exposed to unpleasant kennel smells. May have to handle dogs and
cats that are stray, injured, diseased or vicious.

To apply, please send a cover letter, resume, and salary history to employment@lifelineanimal.org.