Intake & Pet Support Counselor

POSITION OVERVIEW

The Intake & Pet Support Counselor serves as a frontline ambassador for the Palm Springs Animal Shelter, supporting both pets and people at critical decision-making moments. This role is responsible not only for the safe and efficient admission of animals, but also for actively working to prevent unnecessary shelter intake through compassionate counseling, resource connection, and community-based solutions.

This position plays a vital role in advancing the Shelter’s commitment to progressive animal welfare practices by prioritizing pet retention, intake diversion, and positive outcomes for animals and the people who care for them.

The ideal candidate approaches each interaction with empathy, curiosity, and problem-solving—recognizing that many intake appointments represent moments of crisis or uncertainty for community members.

All responsibilities are carried out in alignment with Palm Springs Animal Shelter’s mission, policies, and commitment to humane, equitable, and community-centered service.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Provide intake counseling to surrender or bring animals to the Shelter. Apply a judgement-free, solution-oriented approach.
• De-escalate emotionally charged situations with professionalism and empathy. Help shift the public experience from transactional to supportive and relationship-based.
• Provide the public with information about internal programs and external resources to encourage pet retention.
• Oversee the intake process if alternative solutions are unavailable. Follow all procedures and protocols for the safe and humane handling of the animal.
• Scan animals for microchips
• Conduct research using social media and public records databases to verify and validate the origin of stray pets coming into the shelter.
• Gather all information necessary to support the care, reunification and/or placement of the animal.
• Utilize social media and other resources to locate owners of lost animals.
• Coordinate with other departments to ensure the intake process is completed in a timely manner, and all relevant information is communicated.
• Ensure all data is accurately entered into shelter systems (e.g., ShelterLuv) in a timely manner.
• Exhibit a humane and caring attitude at all times towards the animals in our care.
• Handle animals using fear-free, humane, and low-stress techniques.
• Observe health and behavior of all animals admitted to the Shelter and report animal needs to appropriate departments in a timely manner.
• Work collaboratively with animal control, veterinary, behavior, and adoption teams to ensure aligned outcomes.
• Support adopters, finders, and pet owners with clear information, guidance, and education.
• Assist with basic video editing for social media content
• Support graphic design needs (flyers, social posts, event materials)
• Deliver exceptional, compassionate customer service to a diverse community.
• Support and participate in programs designed to reduce length of stay and increase live outcomes.
• Assist with training staff and volunteers on intake philosophy, policies, and best practices.
• When asked, participate in community outreach and events that promote prevention and education.
• Work with medical staff to maintain the animal freezer.
• Maintain a safe environment for animals, staff, volunteers, and the public.
• Report any maintenance issues to appropriate staff.
• When requested, use a shelter-vehicle to transport animals locally.
• Follow all established safety protocols and procedures.
• Attend all training and meetings related to your position.
• Other duties as assigned.

STANDARDS OF CONDUCT

• Leadership – Consistently maintain a professional and positive outlook and attitude, promote and exemplify GPSAA values leading by example. Represent organization and department objectives and interests to internal and external customers.
• Customer Service – Follow up on complaints, questions, and concerns; respond to internal/external customer needs in a friendly, timely and efficient manner.
• Teamwork - Develop and promote teamwork and cooperation among co-workers
• Safety – Comply with established safe work practices and attend to all safety-related training provided or made available by the Organization.

QUALIFICATIONS – To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• High School Diploma or equivalent required
• Minimum 1 year customer service experience required
• Experience in marketing, communications, or social media necessary
• Animal welfare experience a plus

Required Technical / Other Skills and Abilities

• Strong interpersonal and communication skills (written + verbal)
• Organized and detail-oriented with ability to multitask
• Comfortable working in a fast-paced, dynamic environment
• Ability to maintain confidentiality
• Social Media platform proficiency - Instagram, Facebook, etc.
• Google Workplace/Microsoft Office proficient
• Video editing tools experience (CapCut, iMovie, Adobe Premiere)
• Graphic design tool experience (Canva, Adobe Creative Suite)
• Ability to learn ShelterLuv or similar database systems

Required Licenses/Certifications

• None

PHYSICAL DEMANDS – See attached “Physical Demands of the Position” for complete list.

This job requires you to be able to sit for long periods of time, use a computer and phones, and be exposed to both people and animals - and their related noise - constantly. Ability to lift/carry 25 lbs, and restrain animals weighing up to 50 lbs.

CONFIDENTIAL INFORMATION – This position has access to confidential information –

• Public and/or Volunteer Information