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Title: Adoption Specialist

Department: Adoptions

Position Reports to: Adoptions Manager

FLSA Status: Non-exempt

The Adoption Specialist plays a critical role in the success of SPCA Cincinnati's Over-the-Rhine Adoption Center by serving as an ambassador for the organization and creating a welcoming, positive experience for visitors, volunteers, adopters, and community members. Adoption Specialists must be comfortable interacting with a diverse range of people in an urban environment, including visitors, adopters, volunteers, community partners, and individuals from various cultural, socioeconomic, and personal backgrounds in the Over the Rhine area. The ability to communicate effectively, demonstrate empathy and professionalism, and build positive relationships with people from all walks of life is essential. Adoption Specialists are expected to remain approachable, respectful, and solution-oriented while representing SPCA Cincinnati.

Adoption Specialists utilize a conversation-based, open-adoption approach to build relationships with potential adopters, helping to match pets with families that best fit their needs and lifestyles. This position requires strong communication, problem-solving, and interpersonal skills, including the ability to professionally manage difficult customer interactions, de-escalate conflicts, and navigate sensitive situations with empathy, patience, and respect. Adoption Specialists are expected to exercise sound judgment and make thoughtful decisions when addressing challenging customer concerns, animal welfare issues, and operational situations while maintaining SPCA Cincinnati's policies, values, and commitment to excellent customer service. In addition to facilitating successful adoptions, Adoption Specialist must maintain the highest standards of professionalism while balancing animal care responsibilities with customer service responsibilities throughout the day. Monitor animal health and behavior, assist with daily husbandry tasks, and promote responsible pet ownership, all while supporting SPCA Cincinnati's mission to reduce pet homelessness and improve animal welfare throughout the community.

Adoption Specialists also play an important role in creating a positive volunteer experience by welcoming volunteers, providing guidance and support, answering questions, and fostering a collaborative environment where volunteers feel valued and appreciated. Through positive interactions and clear communication, Adoption Specialists help ensure volunteers have a meaningful experience while supporting the care and enrichment of the animals.

Essential Duties and Responsibilities

Customer Service Responsibilities

• Greet all visitors, adopters, fosters, volunteers, and community members in a professional and friendly manner.
• Answer incoming phone calls and emails promptly and professionally.
• Assist customers by answering questions about adoptions and general shelter information.
• Engage in conversations with potential adopters to help match them with animals that will fit what they are looking for. Suggest animals that fit what they are looking for, and respectfully guide them away from animals that may not be a good fit.
• During adoption conversations, provide accurate information regarding animal behavior, medical conditions, and adoption requirements.
• Review and explain shelter policies, contracts, waivers, and adoption paperwork.
• Maintain accurate records of adopters and adoptions using shelter software.
• Maintain a clean, organized, and welcoming lobby and reception area.
• De-escalate customer concerns and seek management assistance when necessary.
• Promote SPCA Cincinnati programs, services, and community resources.

Animal Care Responsibilities

• Feed, water, and provide daily care for dogs, cats, and other animals.
• Clean and sanitize kennels, cages, animal housing areas, dishes, and equipment according to shelter protocols.
• Monitor animals for signs of illness, injury, stress, or behavioral concerns and report observations promptly.
• Walk dogs and provide appropriate enrichment and socialization opportunities.
• Assist with animal handling, transportation, and restraint when necessary.
• Ensure proper documentation of animal care, medical treatments, and behavioral observations.
• Follow all disease prevention and biosecurity protocols.
• Assist with maintaining overall shelter cleanliness and safety standards.

Additional Responsibilities

• Work collaboratively with all departments to support shelter operations.
• Assist with special events, community outreach programs, and fundraising activities as needed.
• Participate in staff meetings, training sessions, and continuing education opportunities.
• Follow all SPCA Cincinnati policies, procedures, and safety standards.
• Perform other duties as assigned by management.

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees are required to follow any other job related duties assigned by their supervisor. This document does not create an employment contract implied or otherwise, other than an "at-will" relationship. We reserve the right to change its contents at any time.

Physical Requirements

• Ability to lift and carry up to 50 pounds independently and more with assistance.
• Ability to stand, walk, bend, kneel, crouch, and reach for extended periods.
• Ability to safely handle animals of various sizes, temperaments, and medical conditions.
• Ability to work in environments with animal hair, dander, cleaning chemicals, noise, and outdoor weather conditions.
• Ability to sit, stand, or alternate between positions throughout the workday as needed.

Work Expectations

The Over the Rhine Adoption Center is a small team environment where flexibility, reliability, and teamwork are essential. Employees should be comfortable working independently, interacting with a diverse range of people, and balancing animal care responsibilities with customer service duties throughout the day.

Employees in this position may be assigned to work in adoptions, kennels, or other operational areas based on organizational needs. A positive attitude, flexibility, teamwork, and productivity are essential requirements of this position. Employees are expected to perform assigned duties professionally and efficiently regardless of department assignment.