Community Resource Counselor

Job Title:  Community Resource Counselor

Working Relationships:   Reports to the Pet Care & Community Resource Manager and the Community Resource Supervisor, works closely with the behavior, foster and medical teams

Job Summary:  This role serves as the primary point of contact for community members seeking assistance at the front desk. The Community Resource Counselor provides compassionate, solution-focused customer service aimed at providing resources that promote keeping pets and people together. This position supports lost and found efforts, pet retention services, end-of-life care, and a variety of administrative and operational needs while upholding the core values and mission of the Lynchburg Humane Society.

Responsibilities:

Customer Service & Front Desk Operations

• Greets visitors warmly and provides compassionate, professional customer service in alignment with LHS philosophies and core values.
• Prioritizes and responds to walk-ins, phone calls, and email inquiries in a timely and organized manner.
• Practices de-escalation techniques when working with upset or distressed clients.
• Serves as a knowledgeable resource for community members seeking information on shelter services and programs.
• Efficiently and accurately utilizes shelter software and maintains required spreadsheets and records.
• Communicates professionally and respectfully with the public at all times, including during high-stress situations.
• Immediately reports any potential customer service concerns or conflicts to management.
  
  

Lost and Found Pets

• Serves as the primary point of contact for lost and found pet reports and inquiries.
• Ensures reasonable efforts are made to reunite lost pets with owners through phone calls, emails, social media posts, and found pet flyers.
• Maintains accurate documentation and recordkeeping related to lost and found cases.
• Coordinates communication with City of Lynchburg Animal Control Officers regarding pets brought to the shelter.
• Assists members of the public with microchip scans and identification resources.
  
  

Pet Retention Services

• Provides guidance, resources, and problem-solving support to pet owners in crisis with the goal of keeping pets in their homes whenever possible.
• Assists clients with access to community support services including low-cost veterinary care, behavior resources, and rehoming guidance.
• Completes and processes temporary assistance applications and related forms.
• Educates pet owners on responsible pet ownership and available community resources.
• Supports the human-animal bond through compassionate, judgment-free interactions.
  
  

Cremation and End-of-Life Services

• Schedules and coordinates public end-of-life and cremation services with sensitivity and professionalism.
• Processes required consent forms and ensures accurate documentation.
• Provides clear, compassionate communication to clients regarding available options and procedures.
• Maintains organized records related to cremation services and client communications.
  
  

Administrative Duties

• Processes payments and collects fees for services, including vaccines, microchips, city tags, end-of-life services, and donations with accuracy and integrity.
• Completes and files legal and administrative forms such as surrender agreements, owner consent forms, lost/found reports, and service applications.
• Schedules public services and appointments as needed.
• Maintains organized records, memos, and documentation of client contact attempts.
• Assists with data entry and tracking to support departmental operations.
• Ensures compliance with state regulations and LHS policies and procedures.
  
  

Cleaning & Facility Support

• Maintains cleanliness and organization of the front lobby and public areas to ensure a welcoming environment for staff, volunteers, clients, and pets.
• Assists with laundry rotation and maintaining an organized laundry room when needed.
• Helps maintain orderly front desk and community resource areas.
• Supports general facility upkeep as assigned.
  
  

Other Duties

• Promotes donations, community programs, and services offered by LHS.
• Assists other departments when needed to support overall shelter operations.
• Walks and handles dogs and cats of various sizes, ages, and behavioral categories.
• Performs additional tasks as assigned by management.
• Consistently personifies LHS Core Values.
  

 Education, Experience, Knowledge, Skills, and Abilities: Emotional/Mental Requirements:

• Ability to work effectively under stressful and emotionally charged conditions
• Ability to rapidly and accurately process information
• Ability to recognize a need for assistance and ask for help
• Ability to work independently and as part of a team
• Strong decision-making and problem-solving skills

Animal Handling

• Must be able to learn characteristics of animal behavior (for example: be able to identify aggressive or fearful behavior)
• Must be able to use appropriate safety equipment for fractious or feral animals the use of safety equipment is mandatory
• Must possess excellent reflexes
• Should be able to identify own limitations and be willing to ask for help
• Become “Fear Free Certified"

Qualifications:

• High School Diploma
• Excellent customer service skills.
• Ability to work efficiently with limited supervision.
• Ability to maintain composure and excel in a fast-paced environment while remaining organized and accurate.
• Ability to problem solve.
• Excellent work ethic.
• Competent computer skills and data entry experience required, shelter software knowledge a plus.