Job Title: Animal Resource Center (ARC) Client Care Associate
Department: Shelter
Classification: Part time, non-exempt
Salary: $18.45 Hourly
Job Relationship: Reports to Animal Resource Center Supervisor
Position Summary: Greets and provides accurate information to visitors. Answers telephones,
responds to texts, and assists Animal Resource Center (Admissions, project
CARE, Community Pet Clinic (CPC)) clients by handling their questions or
appropriately redirecting calls. Schedules all shelter admissions appointments.
Monitors and replies to all electronic communication from ARC clients.
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Essential Job Functions:
- Ensures optimal, professional customer service experience
- Models “Compassion” core value behavior: Treats animals & people with respect, empathy, and
- kindness.
- Listens and responds to the needs of people who call the APL, use our programs and services,
- support us, work and volunteer for us, and to other animal welfare organizations that turn to us for
- help.
- Always represents the APL in a professional and courteous manner.
- Presents a welcome, helpful, and empathetic first impression to clients.
- Provides prompt and courteous in-person and telephone customer service; counsels and
- educates clients; assists them with problem-solving and discusses options
- Schedules client appointments for animal admissions
- Provides accurate information about the APL’s programs and services, especially admissions,
- Project CARE and CPC; directs clients to the appropriate departments or other agencies for
- further assistance as needed
- Actively solicits donations. Assists with accepting in-kind donations.
Provides optimal standard of care to all animals sheltered at the APL
- Feeds shelter animals and performs daily cleaning of kennels, cages, and public areas
- Performs physical examinations, vaccinations, and administration of tests and other medications to
- shelter animals per protocol
- Keeps Supervisor, Animal Care, and Clinic Departments informed of animal behavior and/or health
- concerns
- Maintains accurate kennel and computer records
- Stocks areas and spot-cleans kennels and public areas throughout the day
- Follows all safety guidelines to ensure a safe work environment. Takes immediate action to address any
- safety concern or noncompliance of safety rules that could put an employee, volunteer, client, animal, or
- the organization at risk
- Performs euthanasia as assigned
Performs other duties as assigned including but not limited to:
- Keeps supervisor informed of visitor and client concerns
- Assists clients with questions, explains appointment process, available services, and payment
- support options.
- Stocks area and cleans public areas throughout the day as needed
- Informs supervisor of special needs cases for potential public relations or direct mail pieces
- Follows all safety guidelines to ensure a safe work environment for staff and living environment for
- animals. Takes immediate action to address any safety concern or noncompliance of safety rules
- that could put an employee, volunteer, client, animal, or the organization at risk
- Promotes communication and cooperation between APL departments
- Promotes integration and utilization of volunteers; assists with volunteer training.
- Performs other duties and special projects as assigned
Qualifications
- High school diploma or equivalent
- Minimum one year customer service experience
- Able to read, understand, and follow instructions
- Able to work with animals, disinfectants, and cleaning supplies
- Able to perform physical work: scrubbing, mopping, bending, lifting, walking and standing for up to 10
- hours a day, lifting up to 50 pounds with assistance
- Euthanasia certified or the ability to become euthanasia certified within 6 months of employment; willing
- to perform euthanasia
- Experience in animal shelter clinic strongly preferred
Knowledge and Skills
- Ability to work in a fast-paced environment with a variety of people
- Ability to work with a computer in a Windows environment
- Knowledge of basic veterinary terms and animal care needs
- Knowledge of animal breeds, behavior, and handling
- Excellent communication skills and proven ability dealing with the public
- Demonstrated ability to handle high-stress and emotionally charged situations
- Detail oriented and able to prioritize and perform duties efficiently and effectively and with an
- adequate degree of independence
- Committed to maintaining the Cleveland Animal Protective League’s high standard of animal care
- and mission to foster compassion and end animal suffering.
- Fear Free certified or must become certified within 6 months of hire
Working Conditions
Work is performed constantly in an animal shelter and veterinary clinic that operates seven days per
week with exposure to animals, including some with questionable health and temperament concerns, high
noise levels, zoonotic diseases, and cleaning agents. The person in this position needs to be able to sit
and stand for long periods of time, constantly operate a computer, telephone, and other office equipment
(i.e. calculator, copier, fax machine, and printer). Occasionally positions self to perform shelter and clinic
cleaning functions. Constantly communicate with visitors, staff members and volunteers who have
inquiries about all aspects of the APL’s operations and must be able to exchange accurate information in
these situations. Must be able to detect and recognize animal behavior that is potentially dangerous.
Occasionally move animals weighing up to 50 pounds (i.e. through the shelter on leash or using other
safe restraint and animal handling equipment, into and out of cages in the shelter, into and out of shelter
vehicles, onto and off of exam tables). Must be able to modify schedule to meet the APL’s operational
needs.
Our Core Values
Compassion ‐ We are compassion in action. We believe every animal and person has value and worth
and should be treated with respect, empathy, and kindness to support the human‐animal bond.
Advocacy ‐ We are a voice for animals, dedicated to lifesaving solutions that advance their quality of
life, and promote their place in society.
Leadership – We act with integrity, creativity, duty to community, and have the courage to change.
These are the driving forces that make us a leading animal welfare organization.
Innovation – We are devoted to pioneering new approaches to the evolving challenges animals face by
developing ethical, humane solutions and working in partnership with the public and animal welfare
community.
Community – We continually strive to be a diverse and inclusive team and believe we must all work
together to best fulfill our vision.
