Community Support Specialist (Full-Time)

Reports to Manager of Pet Support Services 

The Richmond SPCA is a non-profit organization located in the heart of Richmond, Virginia. As a leader in the field of animal welfare, we are cultivating a community committed to saving, protecting and enriching animal lives with a mission to provide education and resources to achieve and sustain a no-kill community. Annually, we rescue, rehabilitate and find homes for about 4,000 homeless animals while also providing our region with vital safety net programs designed to keep thousands of pets in loving homes and out of shelters. Our values of collaboration, creativity, honesty, inclusion and respect guide not only what we do – but how we do it. 

The Pet Support Services team plays an essential role in the intake of dogs and cats into the care of the Richmond SPCA. The Community Support Specialist, along with Pet Support Counselors, provides compassionate, solutions-focused support to community members facing challenges that may impact their ability to care for their animals. This role centers on crisis intervention, case management, and client support, with the goal of keeping pets with their families whenever possible. 

Essential Functions

• Serve as a primary point of contact for community members seeking assistance with pet-related challenges; provide compassionate, non-judgmental support in person, by phone, and via email 
• Utilize a trauma-informed approach to support community members who need shelter diversion/pet retention resources or surrender/crisis support services 
• Connect clients with Richmond SPCA programs and external community resources (e.g., pet food banks, low-cost veterinary care, behavioral support, temporary housing); continuously research, update, and maintain lists of available resources 
• Provide ongoing case management including assessments, follow-ups, and outcome tracking while maintaining accurate and detailed records of client interactions and case progress 
• Facilitate the animal intake process for surrender and/or crisis support clients 
• Maintain ongoing communication with clients receiving surrender and/or crisis support during their service period  
• Partner with the Foster Care team to identify appropriate foster care providers for crisis boarding placements and ensure ongoing communication between departments for clarity, consistency, and continuity of care 
• Collect detailed behavioral, medical, and background information about animals in need of surrender or crisis support services 
• Handle (leash-walking, lifting, and carrying) and restrain dogs, cats, and small mammals; placing and securing animals in carriers/kennels 
• Perform basic diagnostic and treatment tasks after appropriate training (administration of vaccines, de-wormer, and microchips; drawing blood using needles) for dogs, cats, and small mammals of various sizes, temperaments, and medical history 
• Enter animal data thoroughly and accurately into shelter database software 
• Report any pet medical and behavioral concerns or observations to veterinary staff and/or behavior and training teams for monitoring 
• Perform general cleaning, restocking, and upkeep of workspace as well as sweeping, dusting, mopping, taking out the trash, and restocking files and other supplies; notify appropriate personnel when supplies are running low 
• Complete special cleaning projects and side duties as needed 
• Attend and participate in all required trainings and meetings  
• Assist other colleagues on the Pet Support Services team as needed 
• Maintain open and regular communication with the Manager of Pet Support Services and Assistant Manager of Pet Support Services 
• Perform other job-related duties as assigned 

Qualifications, Skills and Expectations

• Alignment with the Richmond SPCA’s mission to achieve and sustain a no-kill community – including promoting pet adoption and spaying/neutering – and to utilizing reward-based, positive reinforcement (R+) training methods 
• Effective, professional, and empathetic communication (written, in-person, and by phone) with community members, volunteers, and all Richmond SPCA employees 
• Attitude that contributes to a welcoming, accessible, compassionate, and respectful atmosphere 
• Have previous customer service experience and proven ability to satisfactorily resolve customer service issues 
• Maintain confidentiality as requested 
• Ability to multi-task, take and follow directions, and adapt to and productively accommodate changing demands – all with excellent attention to detail 
• Punctuality and reliability are essential, as well as good time management and prioritization skills 
• Resourcefulness and ability to work independently and as part of a team in a mature, professional, and productive capacity 
• Basic computer skills and ability to learn new computer systems; experience using Microsoft 365, DaySmart Vet and PetPoint is a plus 
• Bachelor’s of Social Work (BSW) or Master’s of Social Work (MSW) and/or relevant professional social work preferred 
• Bilingual in English and Spanish (speaking and writing) preferred, but not required 
• Experience working in the animal welfare or veterinary field preferred, but not required 

• Daytime availability, weekend availability preferred but not required 
• Ability to work in a high volume, fast-paced environment 
• Comfort handling/learning to handle dogs, cats, and small mammals, including fearful or fractious animals 
• Ability to travel several hours for transfers and community outreach efforts (driving a large company vehicle or as a passenger) 
• Have a valid driver's license and clean driving record (few or no violations)  
• Reliable transportation including during inclement weather conditions 
• Be 18 years of age or older 
• Educational or professional experience in social work, psychology, sociology, human services or other related fields 

Physical Job Requirements

• Able to routinely lift 40-50 lbs. 
• Able to work with animals (including those who are sick or injured or who have behavior challenges) and around loud noises, cat litter, animal waste, allergens (pet dander, peanut butter), various chemicals, and disinfectants 
• Able to bend, kneel, stoop, use stairs and use your arms in a repetitive manner 
• Able to be on your feet for an entire 8-hour shift 
• Able to work in all weather conditions 
• Have physical strength to perform medical restraint, animal handling, and cleaning duties effectively and efficiently 

Work Environment

• Potential for animal bites and scratches and diseases that are zoonotic (can be transmitted from animals to people) 
• Supportive, collaborative team environment that encourages and celebrates creativity and resourcefulness 

Richmond SPCA employees are eligible to become clients of our low-cost, full-service Susan M. Markel Veterinary Hospital and have access to an Employee Assistance Program. Employees who average 15+ hours per week are eligible for voluntary (employee-paid) benefits including accident insurance, hospital indemnity and critical illness insurance. Employees who average 20+ hours a week can participate in our 401(k) retirement plan and have access to paid wellness leave. 

Full-time employees are eligible for insurance benefits, including medical, dental, and vision, life insurance, short-term and long-term disability, and paid personal leave. 

The Richmond SPCA is a qualified employer for the Public Service Loan Forgiveness Program.