Lifeline Phone Representative Jobs (NOW HIRING)

Position:               Pathways Coordinator

Department:          Client Services/Placement

Reports To:            Pathways Program Manager

Location:               1251 Fulton Industrial Blvd SW Atlanta, GA 30336

Summary:

LifeLine Animal Project is committed to the care and welfare of pets and the people who love them. The values we exhibit as an organization show the strength of our staff, our leadership and our community. We expect all employees to exhibit LifeLine’s core values as we complete daily tasks, provide services to clients and care for our animals.

The Pathways Coordinator assists with behavioral support and assessment of animals, primarily dogs, within the shelter with the goal of helping to identify best placement and care options for those animals. Additionally, this position helps to operate the shelter’s foster program, including the engagement and training of fosters and pairing animals with the appropriate foster home for their needs. This position requires animal handling, behavior and basic medical care knowledge, and a passion for delivering top-notch customer service. 

Essential Job Functions:

This represents a list of essential job duties. Other duties or special projects may be assigned as needed.

Uphold the standards and values of LifeLine Animal Project:

Save Lives -- Build Community -- Be Exceptional Stewards -- Be Courageous -- 

Be Compassionate -- Take Responsibility -- Respect, Embrace and Celebrate Diversity

Customer Service and Administrative Responsibilities:

• Exhibit exceptional stewardship by ensuring accurate data entry for all foster animal behavior and health notes in shelter software.
• Work with foster parents to implement behavior plans for foster animals and follow up regularly. 
• Be compassionatewhen handling foster meet and greets and handoffs to foster parents. This includes:
  • Matching fosters with animals and following the send out protocol outlined in the send-out guide. 
  • Ensuring that dogs are fitted with the appropriate collar and/or other equipment and supplies.
  • Educating the foster parent on the foster process at hand-off, including covering our most important dos and don’ts, passing on/emailing any applicable handouts, and having the foster parent sign any necessary documents.
  • Helping with adoption meetings for fosters as needed.
  • Ensure any foster animals maintain medication schedules as needed in order to advance LifeLine’s mission to save lives.
• Take responsibility to counsel fosters, answer questions, provide additional training and support as needed, and remain connected to short- and long-term fosters with follow-up phone calls and emails. Maintain connection even when fosters are not housing an animal.
• Participate in ensuring that routine foster animal medical care done in-house is completed in a timely manner, such as regular monthly preventatives and vaccinations, and subsequent data entry is done. 
• Maintain a database of foster homes with each foster’s preferences and capabilities, and maintain and update records. Produce reports as requested.
• Provide resource support for animals out of the shelter.

Animal Behavior and Care Responsibilities:

• Participate in rounds with other departments to identify dogs with a shelter-based behavioral decline or behavior challenges and develop plans to place them in foster homes and provide extra enrichment as needed.
• Participate in playgroups, maintaining notes and assuring that protocols are followed.
• Use focus groups for dog test interactions and pathways planning. 
• Assist in educating fosters on dog care and behavior. 
• Schedule and conduct foster training classes – bottle feeding, administering medications, house training, socializing, etc.
• Work with Veterinary staff to schedule vaccines, surgery, appointments, etc. Provide appointment information to fosters and follow-up if appointments are missed. Reschedule as needed.

General Responsibilities:

• Provide excellent customer service and communications to clients, coworkers, fosters, and volunteers. Welcome visitors with a friendly and professional demeanor.
• Cover the department emails to ensure all emails are being answered in a timely manner.
• Maintain a general understanding of all shelter operations, including animal care, adoption policies, volunteer opportunities, foster programs and any other operational processes.
• Stay informed about current animals in the shelter, including their needs, personalities, and status. 
• Courageously, collaborate with other shelter staff to address any issues or concerns that arise.
• Respect, embrace and celebrate diversity by always operating with a judgement-free mindset when greeting and working with visitors.
• Help build a community of animal welfare advocates by supporting and engaging the volunteers who aid the pathways team.
• Continue education by participating in LifeLine’s 40-hour annual training requirement.
• Maintain a clean and tidy work area. 
• Other tasks as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Compassion for animals and the people who love and care for them.
• Passion for animal welfare and a strong understanding of animal care.
• Ability to serve the public and fellow employees with honesty and integrity.
• Excellent customer service skills.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with diverse groups.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• Proficiency in basic computer applications and experience with database systems is a plus.
• Ability to stand for extended periods and to bend and reach to perform assigned work activities.
• Ability to work well in a fast-paced, team-oriented environment.
• Comfortable working with dogs and cats of all sizes, breeds, and temperaments.
• Must be able to handle large dogs and cats.
• Must be able to lift 40lbs or more. 
• Ability to follow safety protocols and handle challenging situations with calmness and professionalism.
• Ability to work collaboratively with multiple departments to ensure efficient shelter operations.
• Ability to adapt to changing circumstances and remain composed under pressure.
• Ability to handle seeing and dealing with animals that have been abused, neglected or treated cruelly. 
• Must be able to work weekends, holidays, and varying shifts based on shelter needs.
• Must have a means of travel that ensures prompt arrival for work shifts.
• Must pass a background check.

Education and/or Experience:

High school diploma or equivalent; college degree or relevant coursework preferred. 

18 years or older required, 23 years or older preferred for the purposes of being added to group vehicle insurance policy.

One or more years’ experience in animal related field or animal sheltering preferred. 

Previous experience in customer service, hospitality, or a similar role is highly desirable. 

Fear Free Sheltering preferred.

Work Environment:

While performing the duties of this job, employee may be exposed to unpleasant kennel smells. May have to handle dogs and cats that are stray, injured, diseased or vicious.