Intake Coordinator

Description

POSITION SUMMARY: 

The Intake Coordinator is responsible for services provided by the Intake Department, including owner surrenders, returns, stray intakes, and the Supporting Pet Owners in Transition (SPOT) program. Key responsibilities include communicating with pet owners, offering information, scheduling appointments, and performing intake exams. This role follows Seattle Humane’s managed admissions procedures, supports proactive pathway planning, and monitors and reports on intake trends. The Intake Coordinator is expected to uphold Seattle Humane’s mission, values, and goals, and work in alignment with the Team Charter.

ESSENTIAL FUNCTIONS

• Deliver exceptional customer service to all individuals and organizations interacting with the Intake Department.
  • Maintain clear, compassionate, and respectful communication with all clients, coworkers, and volunteers.

Actively listens to clients to understand their needs and support them in making informed compassionate decisions for their pets.

• • Share information with clients about pet ownership and available community resources, including programs offered through Seattle Humane.
  • Respond to all email and voicemail inquiries within 48 business hours of receipt.
• Coordinate the intake of pets entering the shelter through owner surrenders, returns, strays, and the SPOT program.
  • Collect relevant information from pet owners, including the animal’s history, medical issues, and behavioral concerns.
  • Accurately record this information in PetPoint and complete any other required forms in a timely manner.
  • Schedule and manage intake appointments.
  • Collaborate with shelter teams, including Intake, Shelter Care, Foster, Behavior, Lifesaver, and Veterinary Services, to coordinate the intake of animals into the shelter.
  • Promptly communicate any medical concerns to the Veterinary Services team.
  • Adhere to Seattle Humane’s process for handling stray animals.
• Conduct intake assessments for cats, dogs, and small mammals.
  • Perform physical exams on incoming animals, including administering vaccines and necessary medications.
  • Create individual records for both animals and their guardians in PetPoint. By the end of each business day, update PetPoint with identifying details, apply necessary holds, input adoption recommendations, upload photos, and attach any available veterinary records.
• Provide discharge information for pets being returned to their owners.
• Encourage customers to make donations in support of Seattle Humane’s mission.
• Suggest, implement, and monitor improvements to programs and processes.
• Conduct intake-related goals and directives as assigned by the manager and director for all species.
• Respond to incoming phone calls and emails to the Intake Department in a timely and professional manner.
• Maintain cleanliness and organization in public and staff areas by following established cleaning protocols.
• Restock exam rooms and office supplies as needed; notify the manager when supplies are running low.
• Comply with file and record retention policies and procedures.
• Help train and support volunteers working in the Intake Department.

SECONDARY FUNCTIONS

• Adheres to Seattle Humane’s Standard Operating Procedures.
• Fosters a positive, respectful, and collaborative work environment through open communication and mutual support.
• Promptly reports any concerns related to health, behavior, safety, or security to a supervisor.
• Attends departmental and all-staff meetings as requested, actively contributing ideas and suggestions to enhance shelter programs and workplace conditions.
• Completes department opening and closing procedures as assigned.
• Performs additional duties as directed.

COMMUNICATION

• Maintain daily communication with the Intake Manager to share concerns, ideas, and updates.
• Communicate regularly with department team members, operational staff, and volunteers.
• Share information with staff and volunteers through emails, written protocols, memos, and direct mail on a regular basis.
• Interact regularly with clients in person, over the phone, via email, or through direct mail.
• Engage in regular verbal and written communication with other animal welfare organizations.
• Maintain ongoing communication—both written and verbal—with administrative staff.

SUPERVISORY RESPONSIBILITY

• Provide leadership for Intake volunteers.

Qualifications

COMPLEXITY

This role requires a high level of independent judgment, as the nature of the job can vary. Strong attention to detail and the ability to respond effectively to unexpected questions, comments, or requests from other departments or the public is essential. The ability to maintain focus on tasks while managing frequent interruptions is necessary. The position also demands the ability to work independently with minimal supervision. Effective communication and cultural competency are required when interacting with individuals from diverse backgrounds. Additionally, the ability to motivate, negotiate, and mediate is important when dealing with a variety of personalities and emotions. Excellent customer service skills are a must, as is the ability to work collaboratively within a team.

KNOWLEDGE/EXPERIENCE/EDUCATION OR TRAINING

• Strong verbal communication skills are required.
• Must be able to write clearly and listen attentively.
• Demonstrated organizational and planning abilities to prioritize tasks effectively.
• Previous customer service experience is required.
• Basic knowledge of animal health, behavior, and nutrition is necessary.
• A minimum of one year of experience working at an animal shelter or in a related field handling animals is preferred.
• Proficiency in Microsoft Office Suite and experience with databases and data entry are preferred.

LICENSES/CERTIFICATIONS REQUIRED

• High school diploma or GED preferred.
• Ability to become certified in CPR and basic first aid for humans.

PHYSICAL/MENTAL REQUIREMENTS

• Must be able to communicate clearly and effectively, both verbally and in writing.

• Must be comfortable administering medications and injections to animals or willing to learn and demonstrate proficiency within first 30 days of employment.
• Ability to quickly solve problems and make clear, decisive actions.
• Capable of organizing and managing multiple complex projects.
• Sensitivity to differing opinions, perspectives, and cultural backgrounds is required.
• Ability to provide exceptional customer service, both internally and externally.
• Capable of having difficult conversations with clients about pet placement or euthanasia in a compassionate and respectful manner.
• Comfortable interacting with individuals in heightened emotional states, such as sadness, anger, or frustration.
• Ability to distinguish various odors, sounds, and animal behaviors.
• Capable of standing and walking for extended periods.
• Must have clear vision in at least one eye and possess good dexterity and reflexes, especially when handling or restraining animals.
• Able to lift and carry up to 50 pounds, with or without accommodation; able to crouch, bend, and kneel.
• Capable of controlling dogs weighing up to 200 pounds on a leash.

WORKING CONDITIONS

• Work Environment: General office and animal shelter setting. Risks include potential animal bites, exposure to zoonotic diseases, animal dander, and noise. May encounter upset customers. Duties involve entering and leaving work areas alone, sometimes after hours.
• Equipment Used: Personal computer, printer, office supplies, multi-line phone, copier, calculator, fax machine, safety boots, hearing/eye protection, respirators, gloves, animal leashes, laundry equipment, cleaning tools, and animal dryers. Occasional use of shelter vehicles.
• Chemical Exposure: Daily use of cleaners, disinfectants, detergents, and medical products. Specific safety instructions will be provided, and Material Safety Data Sheets (MSDS) are available for review. Contact your supervisor if unfamiliar with a product.

Work Hours: Full-time, non-exempt position, 40 hours per week. Must be available for evenings and/or weekends. Schedule may vary depending on coverage, holidays, or emergencies.

SEATTLE HUMANE CORE VALUES:

Candidate should be committed to Seattle Humane’s Core Values:

Compassion

Accessibility

Innovation

Responsibility

Teamwork

The Benefits:

At Seattle Humane, we believe in investing in our people, you'll receive competitive benefits and perks, including full health & wellness coverage, generous paid time off starting at three weeks, 10 paid holidays, an employer matching retirement plan, personal pet allowance, employee sabbaticals, discounts, and you get to work around cute animals!

Check out our LIST of benefits and perks HERE

Sound like something you want to be a part of? Then apply today!

Who we are:

Seattle Humane is more than a shelter, we are a community resource center. We're meeting the increasing need for pet owner support services, so that families don't have to choose between an overdue bill and a beloved family member. We're training the next generation of veterinarians in our state-of-the-art medical center. We're building a community of animal advocates through our volunteer and youth education programs. The impact of Seattle Humane is life-changing, for the animals in our care and the people who love them. Our top priority is to connect animals in need of rescue with the people who will love them. Through our outreach, advocacy, and services, we strive to ensure that animal companionship is accessible to all.

Take a look at our Vision for the Future, which will guide our work and priorities in the years to come.

Equal Opportunity Statement:

As an equal opportunity employer, Seattle Humane is committed to providing employment opportunities to all qualified applicants and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status or any other basis prohibited by applicable law.

Salary : $24 - $25