Community Programs Coordinator

**Position Summary**:Reporting to the Community Programs Supervisor, the Community Programs Coordinator is responsible for coordinating all aspects of the day-to-day functions within the GTHS Animal Hospital including customer service flow (booking, intake, and discharge), volunteer management, Community Cat TNR (Trap, Neuter, and Release) program, and End of Life services (booking, intake). The Community Programs Coordinator is also responsible for coordinating access-to-care services including the Emergency Medical Assistance Program (EMAS) and Pet Pantry services.

**Position Schedule**:40 hours per week, some evening and weekend work may be required

**ROLES AND RESPONSIBILITIES**
- Hospital Customer Flow_
- Handle all communications and scheduling for our public hospital service based on our available appointments and space in accordance with our policies and procedures
- Evaluate information provided during client communications to determine if the animal is eligible for our program
- Oversee the community spay/neuter assistance programs including communication with pet owners, veterinary partners, shelter/rescue partners, and the participating municipalities
- Handle all communications and scheduling for our Community Cat hospital TNR program based on our available appointments and space in accordance with our policies and procedures
- Evaluate information provided during client communications to determine if the animal is eligible for our program
- Process and reconcile payments for hospital services
- Oversee discharge discussions between discharge volunteers and hospital clients providing relevant information and answering any questions that may arise
- Perform discharge in the event of instructions above and beyond the basics
- Administration_
- Entry of post-operative veterinary notes into Clinic HQ and printing of discharge paperwork
- Provides regular reports on programs and performance of hospital to management
- Entry of shelter surgical notes into Petpoint
- Entry of monthly budget targets and figures
- Team Leadership (volunteers)_
- Administer and review policies and procedures which guide the Hospital team in coordination with the Community Programs Supervisor and the Director of Medicine
- Ensure that organizational and departmental information is communicated effectively and in a timely manner
- Orient and train new team members on GTHS policies and procedures and monitor their adherence
- Coordinate follow up and on-going refresher training for the team
- Organize and host quarterly volunteer team meetings
- Assist with conflict resolution among your team in consultation with the Community Programs Supervisor and the Volunteer Coordinator
- Ensure that your team works in a safe, healthy, and supportive environment in accordance with all appropriate legislation and regulations
- Ensure appropriate team coverage by monitoring schedules and initiating recruitment campaigns for new volunteers when required
- Develops strong relationships with GTHS volunteers ensuring that they are engaged, informed, and recognized for their contributions
- Access-to-Care Programs_
- Develop relationships with Community Cat TNR volunteers and external organizations to assist with those programs. This includes coordination of our feral food bin and resources for community cats
- Accurately track and record all calls and projects involving community cats. Provide monthly reports to Management
- Communicate with community members with regards to our diversion program and connect them with potential resources to assist with responsible pet ownership
- Communicate with community members and veterinary partners with regards to our EMAS program
- Evaluate information provided during client communications to determine if the animal is eligible for our program
- Ensure proper paperwork and record keeping is maintained according to our policies and procedures
- Oversee and administer the GTHS Pet Pantry program to ensure that we maintain a professional, approachable, and responsible reputation in the community
- Continue to build relationships with off-site Pet Pantry Depot partners to grow our Pet Pantry program
- Foster relationships with food donation partners (MARS, Purina, etc.) to continue to support and grow the Pet Pantry program

**QUALIFICATIONS**
- Education or experience in administration or customer service (two years preferred)
- Highly detail oriented and experience in scheduling and planning methods
- Superior customer service and communication skills; sales skills would be an asset
- Strong time management and interpersonal skills
- Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization
- Speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques
- Demonstrates understanding and passion for animal welfare
- Self-motivated with a proven ability