Adoption Counsellor

**Brief**
The Adoptions Councillor is primarily responsible for adoptions, both on and off-site and for ensuring quality customer service for external and internal customers. Councillors facilitate appropriate adoptions by understanding the needs of animals in the adoption program and matching them with prospective adopters; this includes preparing animals for adoption, interacting with customers, screening potential adopters, explaining organization philosophies, policies and procedures, providing general information and preparing necessary paperwork. Adoption Councillor’s are responsible for the PAW retail space, including sales and cleanliness.

The Adoption Councillor will work closely with other members of the animal care team, and directly reports to, the Animal Care Team Leader/s in all matters, carrying out such activities as assigned.
The role is best suited to someone able with excellent interpersonal skills, a warm and friendly demeanor, the ability to maintain calm under pressure, someone with the ability to objectively assess the needs of animals and match them with a suitable forever home, as well as the ability to effectively communicate with all community members.

Although the primary role is one connecting animals with suitable homes, secondary roles revolve around ensuring all animals within the shelter and/or at satellite locations are provided with clean accommodations, food and water. Adoption Councillors and Reception work closely together, covering for each other when required.

All employees of PAW have a shared responsibility in the success of our mission and must algin with our vision and values. Professionalism is expected and required.

**Primary Responsibilities**:

- Ensure a culture of high quality customer service for both internal and external customers.
- Embrace a culture of welcoming adopters.
- Understand animal behavior and common issues in order to make good adoption matches.
- Recognizing, recording and reporting any unusual condition or behavior of any animal in the shelter.
- Treat all animals humanely at all times; display kindness, compassion and empathy for both people and animals.
- Remain educated and up-to-date on the animals available for adoption.
- Support outreach and offsite adoption events.
- Problem-solve and think creatively to provide a positive outcome for clients and the animals in our care. Diffuse conflict when necessary.
- Provide advice to clients having problems with their pet with the goal of keeping the animal in the home.
- Maintenance of accurate and timely records/photographs (when required) of interactions with the public and/or animals.
- Compliance with the rules of operation, policies and procedures established by the organization.
- Maintaining a high level of professional and respectful communication and co-operation with all other GMSPCA staff, the public, volunteers, clients and customers.
- Assisting with the behavioral testing of animals prior to adoptions.
- Reporting of human resource concerns to the Animal Care Team Leader.
- Follow all end of day procedures, ensuring that the building is suitably secured and alarmed prior to leaving the building empty of all personnel.
- Retail space cleanliness and sales.
- Daily cash report.

**Secondary Responsibilities**:

- Performing the functions of the Animal Attendant at such times where primary duties are not required.
- Performing the functions of other roles as required (such as, but not limited to, that of Receptionist).
- Coordinating animal selection and transport for external events or programs.
- Assisting with the onboarding of new employees, providing support in the form of mentoring as needed.
- Ensuring progress towards completion of SMART goals assigned.
- Other duties as assigned.

**Skills and competencies**:

- Bilingualism (French/English) is required.
- Experience controlling and handling cats/dogs and small animals preferred.
- Knowledge of customer service principles which establish a positive customer experience is required.
- Logic and reasoning to evaluate alternative solutions, conclusions or approaches to problems.
- Knowledge of cleaning and disinfecting methods and the use and care of cleaning materials preferred.
- The ability to learn and effectively use Pet Point, the shelter database is preferred.
- High school diploma preferred.
- Experience in close working teams preferred.
- Knowledge of basic animal behaviour preferred.
- Thorough knowledge of PAW policies and procedures is required.
- Good communication and interpersonal skills are required.
- Physically fit, able to manipulate/move large dogs and other items heavy items is required. Frequent handling of materials up to 20lbs, often lifting and carrying items up to 50lbs.

**Working conditions**:
This role is at the shelter location but the incumbent will also be exposed to various weather conditions when transporting animals between indoor and outdoor housing. The incumbent will be working with