About the role
Description
Position Overview The Animal Intake Diversion Associate is often the first point of contact for community members facing a difficult decision about a pet. This position manages animal intake with compassion and accuracy while actively working to keep pets in their homes whenever it is safe and appropriate to do so. Through surrender counseling, reunification services, and connection to safety net resources such as the Pet Food Pantry and Pets for Life, this role helps the Louisiana SPCA serve people and pets before, and sometimes instead of, shelter admission. Key Responsibilities
Intake Diversion and Pet Retention
Guides owners considering surrender through a supportive, judgment-free conversation to understand the root cause and identify options that could keep the pet in the home
Connects clients to safety net resources including the Pet Food Pantry, low-cost veterinary services, spay/neuter programs, behavior support, and crisis assistance
Works with the Pets for Life program to assist owners in keeping pets in the home
Supports self-rehoming by coaching owners on responsibly placing a pet themselves when surrender is not the best path
Assists customers in receiving pet food via the Pet Food Pantry and maintains the shelter food pantry, including inventory and restocking
Documents diversion conversations, resources provided, and outcomes accurately for program tracking
Intake and Reunification
Manages owner surrender, stray, and return intakes, gathering complete histories and entering accurate information into the shelter software system
Scans all incoming animals for microchips and pursues reunification through microchip registries, lost and found reports, and community outreach
Guides owners through the redemption process to reunite lost pets with their families, including applicable fees and requirements
Remains alert to each animal’s behavior and physical condition at intake, flagging medical or behavioral concerns to the appropriate team immediately
Communicates with empathy when guiding owners toward the most fitting decision concerning their animals
Community Education and Operations
Educates the public on humane pet ownership, humane law and regulations, animal ordinances, intact permits, and the services and resources offered by the Louisiana SPCA
Maintains working knowledge of basic humane law enforcement procedures including the redemption process, responsible animal ownership, public safety, and enforcement of animal ordinances
Provides exceptional customer service in person, by phone, and by email, working with a sense of priority in every interaction
Balances revenue at the end of each day and ensures all deposits are placed in the appropriate area
Ensures all paperwork is organized, up to date, and located in the correct area
Success Criteria
Intake conversations consistently explore alternatives before admission, and diversion outcomes are documented and measurable
Lost pets are reunited with owners quickly through consistent microchip scanning and reunification follow-through
Intake records are complete, accurate, and entered same day
Clients in crisis leave with a resource, a plan, or both, regardless of the outcome for the animal
Organizational Expectations
Treats all animals humanely, properly, and with compassion at all times, regardless of the situation or circumstance, and promotes a humane and caring attitude toward all animals
Remains alert and aware of animal behavior and physical condition for client and employee safety; ensures animals are handled humanely and appropriately by clients, employees, and volunteers
Supports teamwork across departments by being cooperative, flexible, and helpful
Maintains confidentiality at all times
Attends all training and animal handling classes available
Contributes to the general appearance and upkeep of the interior and exterior lobby and public areas
Takes inventory of assigned supplies and restocks as needed
Requirements
Education and Qualifications
High school diploma or equivalent required; some college or a bachelor’s degree preferred
Must be able to pass a criminal background check and pre-employment substance screening
Must have, or be able to obtain, a valid State of Louisiana driver’s license
Highly competent in Microsoft Office; accurate and detail oriented when entering information into shelter software
Excellent organizational and collaborative skills with the ability to manage multiple priorities
Proficient in mediating disputes, conflicts, and grievances with tact and professionalism
Serves on the core team for Storm & Emergency Response; expected to work extended hours as needed, including weekends, and maintain 24-hour on-call status during activations
Mental and physical flexibility is a must
Physical Requirements
Must be able to lift at least 50 pounds; push and pull heavy objects; bend, twist, and reach; perform strenuous physical activity including frequent walking, standing, bending, and stooping
Should not be allergic to animals or nuts; must be able to work around all animals and nut products
Must be able to work with industrial strength cleaners and disinfectants
Working Conditions
Full-time; schedule includes weekends and holidays as assigned
Works in an area with a high noise level
Potentially subject to animal bites and scratches
Benefits
Health insurance, life insurance, and 401K match
PTO and paid holidays
Qualifying employer for Public Service Loan Forgiveness, with application assistance