Pet Resource Center Coordinator

Essential Job Functions: Animal Intake & Admissions Facilitate the intake of animals being surrendered or transferred to Indy Humane. Provide assistance and information to patrons and animal transporters arriving at the Pet Resource Center and Admissions and Reclaim Center. Gather necessary information regarding animals being admitted, including ownership information, medical history, behavioral information, microchip information, and other relevant records. Assist patrons and transporters with safely bringing animals, carriers, supplies, and equipment into the facility. Ensure intake procedures and established organizational protocols are consistently followed. Identify information or concerns requiring review by Medical, Enrichment, Operations, or other appropriate staff. Communicate relevant animal information promptly to appropriate departments. Support efficient movement of animals through Indy Humane's intake and shelter processes. Intake Scheduling & Coordination Coordinate and maintain the Pet Resource Center intake schedule. Schedule surrender, transfer, and other applicable intake appointments according to established procedures and available capacity. Maintain accurate appointment information and communicate scheduling expectations to patrons and transporters. Respond appropriately to schedule changes, cancellations, urgent needs, and changing shelter capacity. Coordinate with appropriate departments regarding scheduled animal arrivals and anticipated intake needs. Help ensure intake volume and scheduling align with available organizational resources and established procedures. Animal Records & Documentation Enter accurate and complete animal intake information into Indy Humane's shelter management systems. Document surrendering-party or transporter information as required. Enter and maintain microchip information, medical records, behavioral information, and other relevant animal data. Take appropriate intake photographs of animals. Upload animal photographs and information into Shelter Luv or other designated shelter systems. Prepare and print kennel cards and other required intake documentation. Maintain detailed records of services, resources, and supplies provided to patrons. Ensure records are completed accurately and within established timelines. Maintain confidentiality and appropriate handling of patron, animal, and organizational information. Customer Service & Community Support Provide professional, compassionate, and respectful customer service to patrons, transporters, and members of the public. Respond to Pet Resource Center telephone calls, voicemail messages, and emails in a timely and professional manner. Provide information and education regarding Indy Humane programs, services, processes, and available resources within established guidelines. Communicate intake requirements, expectations, scheduling information, and available options clearly. Recognize that patrons may be experiencing stressful, emotional, or difficult circumstances and respond with professionalism and empathy. Resolve routine customer concerns and conflicts diplomatically. Escalate significant, unusual, or unresolved concerns to appropriate leadership. Promote positive public relations that support Indy Humane's mission and programs. Treat all patrons, employees, volunteers, and animals with dignity and respect. Animal Handling & Safety Safely handle dogs, cats, and other animals being admitted to Indy Humane. Assist with moving animals between vehicles, carriers, intake areas, and appropriate shelter locations. Follow established animal-handling and safety protocols. Recognize animal behavior or handling concerns and request assistance when appropriate. Utilize humane and appropriate animal-handling techniques. Communicate relevant behavioral observations to appropriate staff. Maintain awareness of personal, patron, employee, and animal safety during intake activities. Medical, Enrichment & Cross-Department Collaboration Work closely with Medical and Enrichment staff to ensure newly admitted animals receive appropriate attention and assessment. Communicate known medical, behavioral, or welfare concerns identified during the intake process. Enter appropriate information into Shelter Luv and other designated systems to support continuity of animal care. Collaborate with other shelter departments to support smooth movement of animals through shelter processes. Respond promptly to requests for additional information regarding recently admitted animals. Support effective communication between the Pet Resource Center and other Indy Humane departments. Participate in cross-departmental problem-solving when intake, animal-care, or operational needs intersect. Facility & Work Area Maintenance Maintain the Pet Resource Center lobby, intake areas, and workspaces in a clean, organized, and professional condition. Ensure intake materials and commonly used supplies are appropriately organized and available. Follow applicable cleaning, sanitation, and infection-control procedures. Report facility, equipment, safety, or maintenance concerns promptly. Support a safe and welcoming environment for patrons, employees, volunteers, and animals.

General Responsibilities: Maintain working knowledge of Indy Humane's mission, programs, services, and applicable Pet Resource Center procedures. Follow established organizational policies, protocols, and procedures. Maintain reliable and punctual attendance. Work collaboratively with employees, volunteers, leadership, and other departments. Participate in departmental and organizational meetings and training as assigned. Adapt to changing priorities, animal populations, scheduling needs, and operational demands. Maintain confidentiality of patron, animal, employee, and organizational information. Support organizational initiatives, projects, and events as assigned. Perform additional duties and special projects as assigned.

Education & Experience: Minimum one year of professional experience in a customer service-related field. Previous animal-handling experience. Must be comfortable routinely handling animals being admitted to the shelter. Experience working directly with members of the public in a professional environment. Must be at least 18 years of age.

Knowledge, Skills & Abilities: Strong customer service and interpersonal skills. Ability to create and maintain a positive and professional environment for patrons and employees. Ability to communicate effectively and compassionately with individuals experiencing stressful or emotionally difficult circumstances. Strong verbal and written communication skills. Ability to resolve conflicts diplomatically and professionally. Strong attention to detail and commitment to accurate recordkeeping. Ability to multitask and work efficiently under time constraints. Strong organizational and time-management skills. Ability to prioritize responsibilities in a fast-paced environment. Ability to learn and consistently follow established protocols and procedures. Strong problem-