Adoption Counselor

Position:              Adoption Counselor

Department:         Placement

Reports To:           Adoptions Supervisor

Location:               Community Animal Center

                              3180 Presidential Drive  Atlanta, GA 30340

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.

This position assists with counseling the public about potential pets for adoption, reviewing

adoption applications submitted by the public based on written guidelines, receiving adoption fees,

and updating the software system with information necessary to complete the adoption. The

Adoption Counselor is also responsible for welcoming visitors and ensuring top-notch customer

service to all who stop by. 

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

Adoption Counseling and Customer Service:

• Guide adopters through the application process, use matchmaking criteria to connect potential adopters to their future pets to best ensure positive outcomes. 
• Answer questions from the public about pets for adoption, including the behavior of specific breeds, dog and cat behavior, future medical care, and other pertinent information. 
• Compassionately, educate adopters and the public about responsible pet ownership, including housetraining, veterinary care, and preventive health.
• Conduct meet and greets with dogs, cats and other animals.
• Manage visitor flow to ensure a positive and efficient experience.
• Assess animals and direct visitors and inquiries to the appropriate area or department.
• Triage animal medical needs and escalate emergencies as needed to support LifeLine’s mission to save lives.
• Assist visitors with check-in procedures and guide them to their desired areas and appropriate department or personnel.
• Reduce wait times for all clients.
• Take responsibility to assist during high-traffic times, staff shortages, or special events to ensure smooth front desk and adoption operations.
• Maintain clear, strong communication with the clinic team to ensure all medical needs of an adoptive pet are met prior to departure.

Administrative and Record-Keeping:

• Process adoption paperwork, including contracts, adoption fees, and payment documentation.
• Prepare and organize paperwork for adoption, ensuring it is complete and signed by adopters.
• Exhibit exceptional stewardship by accurately handling and processing adoption fees, completing cash box closing for the adoption cash box.
• Answer inquiries and respond to emails and phone calls related to adoption processes, pet inquiries, and other shelter services. 
• Maintain accurate records of adoption applications, inquiries, and related documents in the shelter management software.
• Prepare and organize paperwork for adoption, ensuring it is complete and signed by adopters. 
• Schedule adoption pickups.
• Assist with owner surrender counseling, providing resources and guidance for pet owners in need.
• Update and manage visitor logs and records as needed.

General Responsibilities:

• 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.
• Welcome visitors with a friendly and professional demeanor.
• Assess and escalate any visitor concerns or complaints to the relevant department manager with professionalism and empathy.
• Receive mail and donations, organize and distribute appropriately.
• Responsible for turning on music daily and ensuring the foster flyers in the lobby stay up to date.
• Respect, embrace, and celebrate diversity by always operating with a judgement-free mindset and consider our Adopters Welcome policy when greeting and working with visitors.                   
• Help build a community of animal welfare advocates by supporting and engaging the volunteers who aid the placement teams.
• Continue education by participating in LifeLine’s 40-hour annual training requirement.
• Maintain a clean and tidy work area, including keeping the front area and lobby clean and organized.
• Other tasks as assigned.

Qualifications:

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

• Multilingual preferred.
• Compassion for animals and the people who love and care for them.
• Passion for animal welfare and a strong understanding of animal care and adoption processes.
• 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 (e.g., MS Office, email) and experience with database systems is a plus.
• Familiarity with G-suite applications, specifically google sheets.
• 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.
• 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. 

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. Administrative data management experience preferred. 

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.