Community Support Coordinator

Have you been looking for a rewarding position in a community-centric, no-kill animal welfare environment where you can work alongside a professional team to make a real difference for your community? Are you at your professional best in environments that offer variety and flexibility and are highly engaging, collaborative, structured, and supportive? Is working alongside a positive, experienced team that prioritizes pet lifesaving and maintains the highest care standards important to you? If so, you belong in Burlington as an Animal Services Community Support Coordinator!

What you will do
You’ll be a vital member of our community support team, providing pet-related counseling at Burlington Animal Services’ (BAS) Pet Adoption and Resource Center (PARC). You’ll utilize critical thinking skills to provide problem-solving assistance, resource consultation and referrals, education, and assisting with delivering a broad array of community-centric animal services BAS offers to citizens and customers in person, by email, and by phone. Throughout the day, you’ll be responsible for working collaboratively with other staff from multiple functional areas and departments, such as fosters, adopters, volunteers, community members, and leaders, to address community pet needs with a focus on achieving positive outcomes.

About Us
BAS is a department of the City of Burlington, NC, which serves residents across Alamance County and is dedicated to enhancing the well-being of pets and people through our commitment to pet lifesaving, public service, proactive support, community collaboration, and solutions-oriented, positive outcomes. Empowering our community through compassion and responsibility, BAS envisions a future where every pet and person thrives together. We are committed to providing comprehensive care and support through innovative programs, proactive initiatives, and collaboration with our community. Our vision is to create a community where pets and their families are united and positive outcomes are achieved through our dedication to public service.  BAS is committed to a no-kill philosophy and practice, which means we are transparent and work collaboratively with our community to save every pet that can be saved. BAS cares for over 6,000 pets annually at the PARC and maintains a 90% or greater level of pet life-saving. Learn more about us at burlingtonnc.gov/pets.

• Provides problem-solving assistance and counseling about animal-related concerns, effectively coordinating with appropriate staff.
• Connects customers to available resources, programs, and services that provide appropriate solutions to animal concerns.
• Assists customers with programs and services for lost pet recovery, pet adoption and fostering, volunteering, pet help resources, external partners, and others.
• Responds timely, appropriately, and accurately to customer inquiries and concerns received through high-volume incoming calls, emails, and in-person. 
• Provides comprehensive pet help support counseling and assistance to customers. 
• Maintains positive, collaborative, and cooperative interpersonal communications and professional relationships with all internal and external contacts. 
• Provides information and assistance to visitors and volunteers.
• Supports dispatching service/assistance calls to field officers.
• Collects information and accurately enters data using Chameleon software.
• Collects fees for services and prepares deposits.
• Conducts a daily inventory of pets in care.
• Prepares and maintains digital reports, records, appointments, and photographs of incoming pets utilizing Chameleon, Acuity, Office 365, and other applications.
• Assists with maintaining a digital/paperless office system
• Ensures compliance with regulatory requirements pertaining to records set forth by the NCDA&CS, and BAS policy within functional areas of responsibility and individual performance.
• Practices Fear-Free^© technique when interacting with pets and engages in safe work practices in performing duties.
• Performs other related duties as assigned.

• Learned knowledge of relevant regulations and industry guidelines, including NC G.S. Chapters 19A: Protection of Animals, NCAC 52J Animal Welfare Section. City of Burlington Code of Ordinances, Chapters 6 Animals and Fowl and Chapter 22 Article IV. Animal Nuisances.”

• Knowledge of humane animal care, treatment, and modern, community-centric animal services operations.
• Skilled and knowledgeable with using Microsoft Office (particularly Word, Outlook, and Excel) and other applications and software used to support the position and its responsibilities, such as Chameleon, Acuity, etc. 
• Knowledge and skill with modern office equipment and technology, computer software, multi-line phones, and other applications.
• Skill and ability to be flexible, responsive, and adaptive to frequent interruptions, changes in priorities, workload, pace of work, and assignments.
• Skilled with effective listening, reading, and understanding of detailed and complex information and procedures.
• Skilled with effective digital, oral, written, and interpersonal communication in professional environments.
• Ability to appropriately handle and manage emotional stress accompanying exposure to stressful animal welfare situations.
• Ability to exercise sound judgment and decision-making under pressure.
• Ability to work independently and collaboratively.

• Graduation from an accredited college or university with an associate degree in any major and one year of directly related work experience. An equivalent combination of education and relevant work experience that includes a high school diploma and at least three years of relevant work experience will be considered if there are not enough applicants who meet the minimum qualifications.
• Valid driver’s license.

• Fear Free © Certification (or obtained within the first six months of employment).

• One (1) year of work experience in any field using skills that utilize critical thinking, communication, conflict resolution, and problem-solving involving phone, email, and in-person public-facing functions.
• Educational background with majors related to human services/ social sciences, communications/public relations, or animal science    
• Oral and written fluency in both English and Spanish languages.

• Work typically involves periods of sitting, walking, standing, and repetitive motion involving frequent typing at a computer. 
• Must be able to lift at least 25 pounds and handle animals as needed. 
• Work may involve occasional exposure to potentially hazardous conditions such as aggressive animals, zoonotic diseases, and distressed customers. 
• Work in this position is primarily performed indoors.

FLSA Status: Nonexempt
Inclement Weather Classification: Nonessential

Salary : $41,142 - $65,832