Outcomes Specialist

Job Type: Full-time
Pay: $15/ hour
Work Location: On site
Reports to Outcomes Manager

Company Overview

Cincinnati Animal CARE (CAC) is a dynamic and progressive humane society in contract with Hamilton County to deliver exceptional animal services to our community. We enforce animal laws and prioritize public safety while striving to be a community resource providing education and support to the people and animals of Hamilton County. We value our team of compassionate, open-minded and resilient staff and volunteers who make it possible to care for 8,000 animals each year. We believe that lifesaving is a community ethic and implement a collaborative, holistic approach to animal sheltering and Dog Warden services.

Position Summary

As an Outcomes Specialist you will be responsible for facilitating best case live outcomes through Return to Owner, Adoption, Foster, or Transfer to Rescue while providing high level customer service. We greet all visitors ensuring to make all guests feel welcome, answer questions, provide assistance and/or direction as to public concerns and assist delivery personnel.  Maintains records associated with front desk activities.  Promotes the policies and procedures of the Humane Society in a positive manner to visitors, staff, and volunteers.  This person must be aligned with departmental goals and the shelter’s mission, and adhere to progressive, best practice lifesaving outcome policies and protocols. In addition, Cincinnati Animal CARE has been selected as one of 16 Tier 1 pilot cities for the new American Pets Alive! HASS (Human Animal Support Services) program. This means our Outcomes department will be developing public-facing comprehensive lost pet reunification services as well as placement support with the goal of facilitating the best case live outcome with the least amount of time in the shelter.

Duties and responsibilities:

• Adoption – In this role we match animals with adopters while being mindful of the adopters home environment and any traits the individual animal may have. Our role includes counseling the adopter and providing the tools to aid in a successful adoption. This role involves high level customer service, ensuring the outcome has been completed accurately in our system, and vast amounts of attention to detail; including, verifying the medical record, license (if applicable), and microchip of every animal that is adopted before it leaves the facility.
• Return to Owner – Reuniting lost animals back to their owners. This involves high level customer service, ensuring the outcome has been completed accurately in our system, and vast amounts of attention to detail; including, verifying the identity of the animal and the person, assuring that the animal belongs to that person before it leaves the facility. An Outcomes Specialist is responsible for collecting fees and completing necessary forms associated with RTO’s, the sale of dog licenses, the sale of retail items.
• Foster – Assist in facilitating short and long term foster. This involves high level customer service, ensuring the outcome has been completed accurately in our system, and vast amounts of attention to detail.
• Transfer – Assist our community and rescue partners, helping to maintain a positive relationship. This involves high level customer service, ensuring the outcome has been completed accurately in our system, and vast amounts of attention to detail.
• Requesting and facilitating animals to be shown or released from its cage. Being an advocate for both the customer and the animal, ensuring the process is moving along in a timely yet comfortable manner.
• Answering the telephone when needed. This involves a great deal of customer service. Is responsible for answering basic questions, fielding telephone calls, recording and filing lost or found animal reports, as well as recording and forwarding animal well-being calls for the dispatcher. Responds to questions about specific animals and the adoption process.
• Cleaning and organizing the front lobby area, the back office, and public restrooms in Kitty City. Ensures all donations are dispersed to the appropriate departments prior to opening to the public.
• Contacting adopters after the adoption has taken place and fielding any issues or concerns that the adopter may have about their new pet.
• Responsible for handling financial transactions and daily accountability and balancing of receipts.
• Foster a work environment that motivates our team and inspires exceptional work.
• Work collaboratively with shelter staff, including Animal Care staff, Community Support, Dispatch, Behavior Team, the Medical Team, and Foster and Volunteer Coordinators.
• Work with the Media and Community Relations team to tell the story of our shelter animals and promote them on social media.
• Represents the organization in a professional and compassionate manner while providing knowledgeable information to the public.
• Other duties as assigned.

Requirements:

• Demonstrate excellent oral and written communication skills and the ability to follow instructions as given in either form.
• Ability to handle stressful and/or difficult situations as presented by visitors, staff and/or volunteers.
• Ability to build quick, meaningful, and long lasting relationships with visitors.
• Ability to handle sensitive issues in a professional and discrete manner
• Ability to provide compassionate, high level customer service.
• Ability to assess situations from a holistic perspective.
• Ability to exercise judgment, tact and diplomacy.
• Outside-the-box thinking and problem solving
• Ability to work in environments with possible exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, traffic hazards, pathogenic substances, animal attacks and animal bites.
• Must be 18 years of age, has a high school diploma or equivalent GED, valid driving license, and must have personal integrity and remain free of felony convictions.
• Ability to operate a computer and knowledge of commonly associated software programs.
• Ability to stand for long periods of time.
• Ability to work daytime, evenings and weekends as assigned.
• Adherence to the applicable provisions of the Organization’s Policies & Procedures, the HR Policy Manual, and any other procedures, rules, regulations and policies set forth by appropriate authorities.

Working Conditions:

• While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk and hear. The employee is occasionally required to use hands to finger, handle, or operate objects, controls, or tools listed above; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
• The employee must occasionally lift and/or move more than 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• While performing the duties of this job, the employee frequently works in outside weather conditions. The employee occasionally works near moving mechanical parts; in high, precarious places; and is occasionally exposed to wet and/or humid conditions.
• The noise level in the work environment is usually moderate to high.
• Exposure and handling unvetted animals and their waste is frequent.