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 - 60%

* 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…