Matchmaker, Adoption Center

Are you a positive, engaging people person? Do you thrive in a fast paced environment with lots of changing needs and priorities? Do you enjoy learning and helping others to learn? If so – and you love animals – you should consider the role of Matchmaker at the ASPCA Adoption Center.

The Adoption Center is dedicated to helping animals by engaging community members directly in the work of caring for animals. The role of Matchmaker is crucial in making a positive impression with volunteers and potential adopters and in using skilled dialogue and coaching to foster learning. Matchmakers will help animals get ready for new homes, ensure good welfare and help adopters find their ideal animal match. With a goal of ensuring that adoptions are good for both the animal and the family, Matchmakers facilitate adoptions by engaging in conversation with potential adopters and counseling adopters in ways to prepare their home and family for their new pet. Matchmakers also assist and support pet owners seeking to surrender their animals, and Good Samaritans who have found stray animals.

Matchmakers are part of a high-performing staff and volunteer team providing care for +/- 5,000 at-risk pets per year and will work collaboratively and effectively with internal and external stakeholders to further the ASPCA’s ultimate desired outcome that all animals live good lives. You’ll be a key part of the work to maximize client and volunteer engagement in animal welfare, and in the work of the Adoption Center. You’ll use best practices, innovative programs, and measurable outcomes to ensure all visitors to The Center receive prompt attention and exceptional customer services.

The Center currently provides shelter and adoption for five groups of animals:

Animal victims of cruelty and neglect brought to us by the NYPD At-risk animals brought to us through our Community Engagement team At-risk underage kittens and other medically-compromised stray animals Animals surrendered by their owners and in need of adoption into new homes and Animals transferred in from shelter/rescue partners

Matchmakers report to the Manager of Admissions & Matchmaking and are located at the 92nd St. location in NYC. Matchmakers perform a wide range of duties in order to foster an engaged and informed community and ensure pets and people experience positive outcomes.

Responsibilities:

Responsibilities will include, but are not limited to:

Adoption Matchmaking and Client Experience – 50%

Develop a sense of Adopter expectations through a conversation-based approach; and assist them in finding a potential match

Match adopter expectations with anticipated accommodations to set-up adopters and pets successfully

Approve or decline adoptions. When declining, help adopters understand the reason for the decision, and work to help the adopters find appropriate alternatives if any exist

Counsel adopters on the medical and behavioral care their animal has received

Provide adopters with information about the animal’s prior home, if known, as well as her/his stay at ASPCA and/or in foster care

Be familiar with and conversant about dogs and cats available for adoption in the shelter and online

Present animals enthusiastically and objectively to prospective adopters, highlighting their attributes and challenges equally

With Manager, Adoption Center Marketing, write compelling feline and canine in-shelter, and website bios that showcase an animal’s attributes and challenges equally; maintain adoption status in real time on ASPCA.org and other channels

Conduct adoptions from start to finish, including process paperwork and financial transactions

Research adopters in the animal abuser registry if/as required by NYC and NY state regulations

Work with behavior managers/staff to conduct Meet Your Match assessments for cats, dogs and puppies

Assist members of the public who are surrendering or rehoming their pet by providing relevant intake support including alternatives to surrender; collect necessary information about the pet to assist in rehoming, and when appropriate, connect owner with appropriate rescue groups and other resources

Assist members of the public who have found a stray animal by providing intake support, collecting relevant intake information for medically compromised strays, as well as information and possible transport arrangements to Animal Care Centers of New York

Teaching and Coaching – 30%

Welcome, onboard, train, coach and supervise volunteers in use of the Meet Your Match assessment, Adopter survey and the full adoption process, as well as Fear Free philosophy and techniques

Teach the public about animal care, animal welfare and Fear Free® philosophy and techniques

Ensure a welcoming, efficient and conversation-based approach to the adoption experience

Coach potential adopters in socialization and training of the animals they’re interested in

Help to match adopter expectations with anticipated accommodations to set adopters and pets up for success

Coach volunteers in ensuring quality adoption follow-up support via phone and email with behavior specialists; counsel adopters and connect them with community resources

Actively seek-out opportunities to engage the visiting public in animal welfare and the ASPCA’s work

Animal Care and Welfare – 20%

Ensure all animals receive the 5 Freedoms (Freedom from hunger and thirst; from discomfort; from pain, injury or disease; from fear and distress; and to express normal behavior), every day, through the provision of appropriate daily care

Participate in daily population management; ensure animals are healthy and ready for adoption as expediently as possible

Check health and welfare status (medical, behavioral and social) of each animal daily and update volunteers accordingly in order to provide the most current, accurate information for potential adopters

Medicate/provide treatment as needed and as directed by veterinarian or LVT

Hold animals for medical and/or intake exams/procedures using Fear Free® techniques as needed

Provide animal socialization, enrichment and training

Ensure animal housing areas are clean; provide bedding, appropriate enrichment/toys, food, and water and spot clean as needed throughout the shift

Create and maintain animal records in the database

With foster team, prepare animals to go to foster care and support foster families in getting ready and understanding the needs of the animal

With foster team, receive animals back from foster care and get them re-established with an appropriate cage/kennel and enrichment

Qualifications:

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

Language:

English (required)

Spanish (preferred); other languages desirable

Other:

Evening and weekend work is required; schedules may vary

Qualifications:

Ability to build and sustain positive and productive relationships within and across teams, with volunteers and the public, Ability to communicate effectively, courteously, and professionally with a variety of individuals representing diverse cultures and backgrounds, in both spoken and written English, Demonstrated ability to negotiate and manage conflict, Demonstrated multi-tasker, with an ability to prioritize, Exceptional communicator and team player who thrives in a fast-paced, dynamic environment, Positive and engaging demeanor; enjoys working with people, Proficiency using a computer; experience with PetPoint or similar database a plus, Self-motivated with a solution-oriented attitude, Strong interest in animal welfare and advocacy, Thrives on providing exceptional customer service experiences; exemplary customer engagement skills

Language:

English (Required), Spanish

Education and Work Experience:

High School Diploma (Required)

Experience caring for cats and dogs through a shelter, veterinary practice or other animal related business a plus, Experience successfully training/teaching adults preferred, Experience training, coaching or supervising preferred, Fear Free certification required, or must be obtained within first 90 days, Military, AmeriCorps, or Peace Corps experience a plus, Minimum of five years of work experience overall, Minimum of two years of customer or client service required

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).

Please don’t forget to attach your resume and cover letter to complete your application.