Client Programs Liaison

Summary:

Are you a positive, engaging people person who thrives in a fast-paced environment? If so - and you love animals - you should consider the role of Client Programs Liaison at the ASPCA's 92nd Street facility.

The American Society for the Prevention of Cruelty to Animals (ASPCA) is seeking a friendly, engaging, reliable, and people-savvy Client Programs Liaison who is dedicated to helping animals by engaging community members directly in the ASPCA's local and national work. The Client Programs Liaison is a client services professional position that will have excellent knowledge of the ASPCA's many services, conflict resolution, client relations, and communication skills. They will effectively and professionally be the first point of contact for clients and other visitors - greeting them, connecting them with appropriate ASPCA services -- including by making referrals to medical and other service providers -- and providing information about ASPCA programs, services, and opportunities to contribute to the ASPCA's mission. They will direct clients appropriately and maintain logs of inquiries and daily schedules, communicate appropriate processes, including providing surrender prevention resources as needed.

As the Client Programs Liaison, you'll be a key part of the work to maximize the ASPCA's public engagement to ensure all visitors to this location will receive prompt attention and exceptional service within the parameters of the organizational guidelines.

Responsibilities:

Responsibilities will include, but are not limited to:

Client Relations & Hospitality - 70%

• Greet clients and their pets using a positive, non-judgmental, client-centered approach so clients feel at-ease about communicating their pet care needs
• Provide translation support (English/Spanish) between clients and the ASPCA teams as needed
• Utilize knowledge of ASPCA program areas to assist visitors with information and services to provide targeted support
• Support clients who walk in without an appointment compassionately and urgently to determine the best course of action. Through asking the client critical questions, determine if their pet's condition is unstable and needs immediate life-saving care. If their pet is in an unstable medical condition, liaise with the hospital to get an immediate medical assessment performed. If their pet is in a stable condition, direct them to get on the phone with our call center. If their pet's condition is not treatable under our medical criteria, offer them alternative resources to continue care.
• Support Volunteer and Foster Program recruitment efforts by providing appropriate literature regarding the application process
• Assist members of the public who are seeking surrender services by providing relevant intake support including surrender prevention information, and referrals to other shelters as appropriate
• Speak knowledgeably and actively seek out opportunities to engage the public in all available ASPCA services, animal welfare philosophies and techniques in responses to client's inquiries
• Knowledgeable about the Adoption Center's adoption process
• Liaise any NYPD interactions in the lobby, directing them to call appropriate information number or 92nd street forensics contact
• Complete and maintain a log of client interactions and inquiries and provide follow up as necessary
• Manage monetary and in-kind donations, express the ASPCA's appreciation for general donation inquiries and distribute donation receipt form
• Ensure relevant visitor information is consistently gathered through our database and analyzed on a quarterly basis in order to improve client experience
• Develop engaging content for the Lobby slideshow to keep visitors informed while waiting in the Lobby
• Manage intake of animal relinquishments as needed
• Other duties as assigned

Internal Communication & Collaboration - 20%

• Communicate and collaborate with peers and supervisors in alignment with the organization's Core Values
• Actively participate in ongoing training and team meetings as needed to stay updated on ASPCA programmatic updates, processes, and public engagement opportunities
• Collaborate with subject matter experts to keep all reference materials used to direct clients to services current
• Collaborate with our Creative team to ensure any public facing documents/files have our most recent branding and receive guidance when prompted
• Shadow or deploy with Community Engagement, Community Medicine, Relocation or National Response Team or shadow another ASPCA department once per year and occasionally participate in community outreach efforts

Conflict Resolution - 10%

• Effectively de-escalate high-pressure client interactions to appropriate resolution
• Effectively manage complaints when they occur and provide follow up when necessary
• Working with program leaders, identify needs and solutions that improve client experience and reduce conflict
• Complete all required forms associated with the handling of inquiries and complaints in accordance with established procedures, complete incident reports as needed

Exemplify the ASPCA's Core Values:

• Has Commitment and dedication to improving the lives of animals
• Demonstrates Ownership and feels responsible for outcomes
• Believes in Team - that we are stronger together
• Seeks to Elevate others and reimagine what is possible
• Focuses on Impact, specifically making change for animals

Qualifications:

• Ability to communicate effectively, courteously, and professionally with a variety of individuals, some with pets, representing diverse cultures and backgrounds, in both spoken and written English and Spanish while maintaining confidentiality
• Commitment to the ASPCA's mission with a strong interest in animal welfare and serving low-income communities
• Thrives on providing exceptional customer service experiences; exemplary customer engagement skills
• Excellent team player who thrives independently in a fast-paced, shelter environment with exposure to dogs and cats daily
• Exceptional problem-solving abilities and sound judgment are required
• Strong computer skills, including Microsoft Office; familiarity with database software a plus (such as Canva and Airtable)
• Experience with and/or interest in working with underserved communities is required
• Ability to stay calm under pressure and de-escalate conflict in a positive and professional manner
• Ability to build and sustain positive and productive relationships within and across departmental teams, with volunteers and the public
• Ability to walk, bend, stand and reach constantly during a minimum 8-hour day; ability to lift up to 30 lbs., ability to walk dogs up and down stairs

Language:

Other languages desirable

Schedule:

• The schedule for this role is 8am-4pm Tuesday-Saturday and requires flexibility and the ability to adjust work hours and potentially days to accommodate varying needs, tasks, or commitments while maintaining productivity and meeting deadlines.

Compensation and benefits:

Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.

For hourly roles: the target hiring range for this role is $26.75-$28.68 per hour

For more information on our benefits offerings, clickhere.

Stay Connected - Join Our Talent Community

If you are interested in joining our team but do not see a position listed that fits your experience or interests, pleasevisit our website to join our Talent Communityand stay connected to future opportunities with the ASPCA.

Qualifications:

Language:

Education and Work Experience:

Our EEO Policy:

The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA's standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA's People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

About Us:
The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.

The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.

The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.

At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA's vision - that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.

Applicants that are residents of Colorado: Per CO Senate Bill 23-058, we cannot generally request or require any age-related information (i.e., age, DOB, attendance or graduation dates from an educational institution) on an initial employment application; this includes any age-related inquiries in the initial interview. We are permitted to require/request additional application materials; if those materials contain any age-related information, an applicant may redact the information before submitting an initial employment application.