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About the Role

The Admissions Counselor is a key member of the ACC team, ensuring that animals entering our centers are set up for the best possible outcomes from the very first interaction. By providing safe, supportive environments free of judgment, the Admissions Counselor allows owners and finders of animals to seek assistance without fear or embarrassment. The Admissions Counselor spends time with each client working to understand the true nature of the situation and provides appropriate resources ranging from surrender prevention options, alternatives to shelter relinquishment, and acceptance of the animal into our programs. ACC never turns away an animal, but we do seek to work collaboratively with each client to ensure their animal has the best opportunities provided to them. For animals entering the centers, the Admissions Counselor helps determine placement pathways by documenting key information about the animal’s history, known behavior, and habits. They take great, flattering photos of each pet, and communicate with a variety of departments to ensure everyone has what they need to help our animals succeed.

Responsibilities

Provide a low-stress experience by using fear-free practices when handling the intake of animals that may be ill, injured, and/or behaviorally challenging.
Assist clients in the admittance of animals through comprehensive interviews and completion of all necessary paperwork.
Provide appropriate counseling based on circumstances while providing empathy and compassionate support to clients experiencing challenges related to their pets.
Determine if prevention or deferment of admission is possible with additional support through counseling.
Accurately record all information provided by the pet owner or guardian regarding the animal’s history, health, and behavior.
Accurately and completely enter this information utilizing our shelter software.
Manage use of ACC surrender prevention support resources at the direction of supervisor.
Collaborate with ACC partner organizations to provide support beyond what ACC can provide.
Collaborate with ACC adoption and New Hope departments to implement pathway planning, divert intake, or minimize length of stay for deferred intakes.
Perform preliminary behavior and medical assessments to be shared with appropriate departments for pathway planning.
Check voicemail and email accounts, promptly responding to all inquiries for relinquishment.
Maintain surrender appointment schedule.
Keep supervisor informed of support resource supplies and needs.
Accurately record all information provided by animal owner or guardian regarding animal history, health, and behavior.
Accurately and completely enter admission and animal information utilizing shelter software.
Assist owner requested euthanasia clients and handle their pet.
Handle and take paw prints for animals that come in deceased.
Other duties as assigned by Supervisor.

Requirements

High School Diploma or equivalent is required.
At least 1 year of customer service experience required.
Positive, compassionate attitude, and good computer skills required.
Treats animals and people with respect, viewing individuals as collaborators.
Capable of maintaining discretion and confidentiality.
Competent in clearly documenting conversations and interactions.
Ability to lift up to 75 lbs and stand for 8+ hours.
Bilingual Skills (Spanish) required.
Fear Free certification required within 30 days of hire.

Skills

Spanish
Customer service
Computer skills
Documentation
Fear-free practices
Animal handling
Communication skills
Team-oriented

Location

Work Type

Full-time
Onsite

Experience Level

1 year of customer service experience

Education Level

High School Diploma or equivalent

Benefits

Generous paid-time-off (PTO) package including vacation time, birthdays off, personal days and sick pay.
Open access Cigna medical, dental and vision insurance at a low premium.
401K and Pension
Life Insurance
On-the-job training for 2-4 weeks.
Periodic all staff trainings (safety, DEI, cross training).
Eligibility for Public Service Loan Forgiveness (PSLF).

About the Company

ACC is one of the nation’s largest open-admission animal shelters, whose mission is to End Animal Homelessness in NYC.
We touch the lives of nearly 20,000 animals each year.
ACC is more than an animal shelter; we are a resource to the community, always seeking ways to keep the human-animal bond intact.
With a 90% placement rate, our progressive, life-saving initiatives contribute to the successful placement of our animals.
We strive to find loving homes for homeless and abandoned cats, dogs, guinea pigs and rabbits, both by adopting animals directly to the public and by partnering with more than 200 dedicated animal placement organizations (our New Hope partners).
We also help keep NYC communities safe and rescue animals in need, responding to emergencies that involve animals as well as keeping our doors open 24/7 for people and animals in need.
ACC offers many low-cost services to pets and people in need.
This includes compassionate end-of-life services for people who cannot afford to go to a private veterinary office but still want to provide a professional and peaceful transition for their beloved pet.