What are the responsibilities and job description for the Helpline/Community Impact Specialist position at SPCA of Wake County?
About Us:
The SPCA of Wake County is seeking a Helpline/Community Impact Specialist to join our team. Founded in Raleigh in 1967, the Society for the Prevention of Cruelty to Animals of Wake County (SPCA Wake) is an independent, 501 (c)(3) animal welfare organization and shelter. SPCA Wake serves over 50 North Carolina counties through collaborative partnerships that save pets and help people. Funded entirely by charitable support, SPCA Wake provides vital community programs that pick up where local government agencies leave off.
SPCA Wake employs 75 people and is located in Raleigh, NC, just two miles south of the 440 beltline. The Communications staff is a highly motivated and cooperative team of two operating in a fast-paced, high-intensity work environment. In addition to our daily life-saving work, we are in the public phase of a $27.5 million campaign to build North Carolina’s first-ever regional campus for pets and people. We offer a competitive salary with an excellent benefit package including medical, dental, and vision insurance, 401k plan, PTO, paid holidays and more.
Position Summary
The candidate who accepts this position will fill two roles within our Community Impact (CI) team. Both the Helpline Specialist & Community Impact Specialist roles are key in strengthening the community services we provide and ensuring that pets and people in need receive the highest quality care possible.
Helpline Specialist
The primary responsibility of a Helpline Specialist is to effectively provide guidance and community resources to pet owners in need with sensitivity, empathy, and a non-judgmental approach. This specialist is also responsible for collecting data about the types of problems pet owners are facing in our community and updating Helpline cases regularly. Strong customer service skills and knowledge of pet behavior are required. A basic understanding of learning theory and force-free pet training are pluses.
Community Impact Specialist
This vital role provides essential support to the Community Impact (CI) department by handling day-to-day operations and ensuring the smooth and efficient delivery of all Community Impact department programs. This will include but not be limited to the provision of Pet Food Assistance services, maintenance of inventories, customer service at Friendship Cafes and other community outreach assignments, assistance with major community impact events like pop-up vaccination and wellness clinics, and other duties as needed.
Schedule
40 hours per week. Hours are split 20/20 between the two roles.
Friday-Sunday required
Essential Functions
- Promptly triage and respond to incoming phone, email, and help form inquiries made through the Pet Helpline.
- Review, filter, and dispatch incoming cases to other teams in a timely manner using case management software.
- Provide detailed documentation on all Pet Helpline inquiries in order to ensure data integrity.
- Diffuse escalated constituent confrontations with compassion and empathy
- Assist the Helpline Supervisor with backend tasks such as transferring Pet Helpline form responses and obtaining detailed outcome information from other departments.
- Liaise between the Pet Helpline, Community Impact, Saving Lives Spay/Neuter Clinic, and Admission Team to assist constituents contacting us for services such as intake and cat colony management.
- Maintain current knowledge of changes in protocols and procedures and community resources.
- Assist with the coordination and implementation of the following:
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- Managing program spreadsheets, tracking incoming donations, and coordinating pick-ups.
- Maintenance of retail equivalence lists for in-kind donations, facilitating proper valuation and reporting.
- Scheduling and preparation of pet food pick-ups for short-term clients and rescue partners.
- Incoming and outgoing inventory arrangements.
- Accurate counting and recording of all pet food and supply items distributed.
- Continuous monitoring, organization and maintenance of the stockroom inventory, ensuring proper storage, rotation, and accessibility of items.
- Preparation and execution of CI events, ensuring seamless operations and positive client experiences.
Qualifications:
- Passion for human AND animal welfare and commitment to the organization's mission.
- Must possess a genuine empathy for people and animals alike, as well as compassion and advocacy skills.
- Understanding and knowledge of basic pet care and behavior.
- Proven experience in customer service, inventory management, and administrative support.
- Strong organizational and time management skills with the ability to multitask effectively.
- Excellent communication and interpersonal skills, both written and verbal.
- Ability to set and keep appropriate boundaries with constituents as needed.
- Must be comfortable working independently & in a team environment.
- Proficiency in Google Suite, specifically Sheets, Docs & Drive.
Other
- Must be comfortable working with and being in close contact with animals (dogs, cats, small mammals, etc).
- Valid driver's license and reliable transportation for donation pick-ups and deliveries.
- Must be able to lift 50lbs consistently.
Benefits:
• Medical and Dental: Employer pays 90% of employee coverage (full-time)
• Insurance includes wellness, dental, vision, life, mental health care, prescriptions, emergency & urgent care, chiropractic care, and physical therapy
Telemedicine options, 24/7 access to virtual health & wellness care and virtual behavioral health care
PAID TIME OFF –
• All part-time and full-time staff receive paid time off.
• Paid Holidays - 9 paid holidays per year (full-time)
• Vacation Time - 10 paid vacation days per year (full-time) with scheduled increases at milestone anniversaries of hire date
• Sick Time - 6.5 paid sick days per year (full-time)
FINANCIAL –
• Healthcare: Flexible Spending Account
• 401k Plan
• Coastal Federal Credit Union Membership
• 20% discount on pet adoptions and in SPCA Wake retail store
OTHER –
• Bereavement time off
• Federal & State Leave of Absence options
Only the most qualified candidates will be contacted for interviews. No phone calls or emails, please — we’ll have our people call your people!
Salary : $21
