Lead Adoption Counselor
Mountain Humane, Hailey, ID, United States
Mountain Humane (in Hailey, Idaho) is on a mission to enrich the quality of life in ourcommunity by saving animals and changing lives. We do this through innovative programs thatinspire and have impact beyond southern Idaho. The first “no-kill” shelter in the state of Idaho(in 1999), annually we help more than 7,500 animals and touch the lives of more than 5,000people through our programs. We are proud to be a model for other animal welfare organizations
and to be at the forefront of best-practices in non-profit management.
JOB SUMMARY The Lead Adoption Counselor works alongside Adoption Counselors to guide prospective adopters through the application, screening, and adoption process while supporting essentialfront-office operations. This role ensures the Adoption Team consistently delivers exceptionalcustomer service to visitors, volunteers, and community partners.
In close collaboration with the Associate Director of Shelter Operations (ADSO) and Shelter Operations Administrator (SOA), the Lead Adoption Counselor helps implement systems andprocesses that improve efficiency, accuracy, and overall effectiveness at the front desk. Underthe direction of the ADSO AND SOA, this position oversees and participates in all AdoptionCounselor functions, including greeting and assisting visitors, completing administrative tasks, maintaining adoption supply inventory, coordinating daily and weekly team priorities, andensuring timely responses to adoption-related communications during normal business hours.
The Lead Adoption Counselor plays a key role in fostering a welcoming, professional, andmission-aligned experience for all Mountain Humane supporters while providing guidance,mentorship, and accountability to Adoption Counselors.
Classification: Full time, Non-exempt
Report(s) to: Associate Director of Shelter Operations
Collaborates with: Animal Care Staff, Behavior and Training Staff, Foster Team, and Marketing Team
Location: Hailey, Idaho
QUALIFICATIONS Education & Experience
High school diploma or equivalent required; bachelor’s degree in a related field or equivalent experience in animal welfare, nonprofit operations, or customer service preferred
Professional Competencies
Strong interpersonal and customer service skills with the ability to build effective working relationships with staff, volunteers, and the public
Excellent verbal and written communication skills
Demonstrated ability to manage multiple priorities in a fast-paced, physically and emotionally demanding environment
Ability to train, mentor, and provide constructive feedback to staff and volunteers
Strong administrative, organizational, and time-management skills with high attention to detail
Ability to exercise sound judgment, maintain flexibility, and work both independently and collaboratively
Technical Skills
Proficiency with Windows-based systems and Microsoft Office (particularly Word and Excel); ability to quickly learn new software platforms
Personal Attributes & Values
Commitment to Mountain Humane’s mission and a genuine compassion for animals
Ability to work respectfully and effectively with individuals from diverse backgrounds and lived experiences
Bilingual (English/Spanish) skills are a plus
Additional Requirements
Must be at least 18 years of age
POSITION DUTIES Leads Adoption
Facilitate and implement the animal adoption process by matching potential adopters with the best possible new companion using approved matching systems and guidelines
Ensure Adoption Counselors adhere to guidelines in accordance with Mountain Humane’s policies and procedures
Oversee inventory of adoption supplies and communicate numbers with Senior Director regularly
Ensure proper phone etiquette and communications are being followed
Establish and enforce office standards and cleanliness protocols
In collaboration with Senior Director and Shelter Ops Administration, act as a guide to Adoption Counselors and appropriately field questions or concerns they may have
Meet with ADSO and Adoption Counselors regularly to ensure tasks are being completed and the team has a mutual understanding of the plan for the week
Manage adoption staff daily tasks list
Work with ADSO and Adoption Counselors on big picture projects such as planning of adoption events or improving our pre-adoption/post-adoption processes
Client and Volunteer Care
Greet and assist visitors with impeccable customer service
Communicate and listen with tact and empathy
Provide information on Mountain Humane policies, values, mission, programs and events
Assist with all impounds in absence of ADSO
Work cooperatively with all volunteers and recognize the talent and commitment they bring to Mountain Humane
Adoption Counseling
Willingness and ability to learn about animal behavior, common challenges, and ways to deal with challenges in order to match adopters with animals and to keep animals in homes
Evaluate and gain an adequate understanding of adopter’s lifestyles and interests to adequately match adopters with Mountain Humane’s animal population
Impart accurate information to potential adopters
Provide behavior information and shelter approved training techniques to adopters
Follow adoption guidelines in accordance with the Mountain Humane’s policies, procedures, and SOP’s
Work effectively with the Mountain Humane team
Office Duties (shared with other Adoption Counselors)
Assist with answering phones, maintain shared trackers, and animal database recordkeeping
Assist with animal kennel cards and files
Print and stock office/administrative forms
Prepare adoption folders and bags
Assist with adoption follow up procedures
Help with front office area cleaningNotify departments of packages delivered to Mountain Humane
GENERAL GUIDELINES
Maintain a neat and well-groomed personal appearance
Wear supplied uniforms and closed toed shoes during all working hours
Comply with all facility safety protocols
Carry out other duties as assigned by supervisor
WORKING CONDITIONS/PHYSICAL REQUIREMENTS
Indoors and outdoors, including in shelter environment with dogs, cats, pocket pets
Frequent interactions with children who may or may not be well-behaved, occasional contact with the public in an emotionally charged environment
Animal handling required; while all adoptable animals have health and behavior screening, by nature of the industry, there may be occasional exposure to dead, injured, sick, unruly, vicious, and/or dangerous animals in addition to possible exposure to parasites and infectious diseases
May require driving of company vehicles. Must maintain a valid driver’s license and good driving record. Drivers information will be submitted to the carrier Regular use driving of company vehicles; employee’s must be at least the age of 18
Occasional use driving of company vehicles; employees under the age of 18 must be preapproved by the carrier
Work day includes walking, standing, sitting, bending, squatting, lifting (occasionally up to 50 lbs), answering telephones, and using a computer, work with a variety of cleaning agents, and work in an environment with daily changes in climate
HOURS, SALARY & BENEFITS Hours Full-time, 40 hours/week with some evenings & weekend days necessary for programs. Schedule flexibility may include four 10-hour shifts
Wage Range $20.95 – 28.35/hour, depending on experience, certifications, proficiency in job tasks, and ability to work cooperatively while fostering the mission of the organization
Benefits
Generous paid time off allotment for vacation and personal reasons
100% employer paid medical and vision insurance for staff (with the option of upgrading the plan for an additional contribution)
100% employer paid dental insurance plan through Delta Dental
100% employer paid life insurance policy
Access to a 403(b) retirement account with a 3% matching employer contribution
Access to reduced cost veterinary care and pet supplies (including dog/cat food) for all employee-owned pets
An annual personal pet care allowance for veterinary products and services
A 40% discount at The Barkin’ thrift store in Hailey, and
Access to discounted membership at Gravity Fitness & Tennis in Hailey
Mountain Humane also provides funding for professional development opportunities and financial assistance for commuting employees. For employees with federal student loans, Mountain Humane is also a qualifying employer for the Public Service Loan Forgiveness (PSLF) program!
Note: The statements herein are intended to describe the general nature and levels of work performed by this position, but are not a complete list of responsibilities, duties, and skills required. Nothing in this job description restricts management’s right to assign or resassign duties and responsibilities to this job at any time. Either employer or employee may terminate the employment relationship at any time with or without notice and with or without cause.
Mountain Humane is an equal opportunity employer.
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JOB SUMMARY The Lead Adoption Counselor works alongside Adoption Counselors to guide prospective adopters through the application, screening, and adoption process while supporting essentialfront-office operations. This role ensures the Adoption Team consistently delivers exceptionalcustomer service to visitors, volunteers, and community partners.
In close collaboration with the Associate Director of Shelter Operations (ADSO) and Shelter Operations Administrator (SOA), the Lead Adoption Counselor helps implement systems andprocesses that improve efficiency, accuracy, and overall effectiveness at the front desk. Underthe direction of the ADSO AND SOA, this position oversees and participates in all AdoptionCounselor functions, including greeting and assisting visitors, completing administrative tasks, maintaining adoption supply inventory, coordinating daily and weekly team priorities, andensuring timely responses to adoption-related communications during normal business hours.
The Lead Adoption Counselor plays a key role in fostering a welcoming, professional, andmission-aligned experience for all Mountain Humane supporters while providing guidance,mentorship, and accountability to Adoption Counselors.
Classification: Full time, Non-exempt
Report(s) to: Associate Director of Shelter Operations
Collaborates with: Animal Care Staff, Behavior and Training Staff, Foster Team, and Marketing Team
Location: Hailey, Idaho
QUALIFICATIONS Education & Experience
High school diploma or equivalent required; bachelor’s degree in a related field or equivalent experience in animal welfare, nonprofit operations, or customer service preferred
Professional Competencies
Strong interpersonal and customer service skills with the ability to build effective working relationships with staff, volunteers, and the public
Excellent verbal and written communication skills
Demonstrated ability to manage multiple priorities in a fast-paced, physically and emotionally demanding environment
Ability to train, mentor, and provide constructive feedback to staff and volunteers
Strong administrative, organizational, and time-management skills with high attention to detail
Ability to exercise sound judgment, maintain flexibility, and work both independently and collaboratively
Technical Skills
Proficiency with Windows-based systems and Microsoft Office (particularly Word and Excel); ability to quickly learn new software platforms
Personal Attributes & Values
Commitment to Mountain Humane’s mission and a genuine compassion for animals
Ability to work respectfully and effectively with individuals from diverse backgrounds and lived experiences
Bilingual (English/Spanish) skills are a plus
Additional Requirements
Must be at least 18 years of age
POSITION DUTIES Leads Adoption
Facilitate and implement the animal adoption process by matching potential adopters with the best possible new companion using approved matching systems and guidelines
Ensure Adoption Counselors adhere to guidelines in accordance with Mountain Humane’s policies and procedures
Oversee inventory of adoption supplies and communicate numbers with Senior Director regularly
Ensure proper phone etiquette and communications are being followed
Establish and enforce office standards and cleanliness protocols
In collaboration with Senior Director and Shelter Ops Administration, act as a guide to Adoption Counselors and appropriately field questions or concerns they may have
Meet with ADSO and Adoption Counselors regularly to ensure tasks are being completed and the team has a mutual understanding of the plan for the week
Manage adoption staff daily tasks list
Work with ADSO and Adoption Counselors on big picture projects such as planning of adoption events or improving our pre-adoption/post-adoption processes
Client and Volunteer Care
Greet and assist visitors with impeccable customer service
Communicate and listen with tact and empathy
Provide information on Mountain Humane policies, values, mission, programs and events
Assist with all impounds in absence of ADSO
Work cooperatively with all volunteers and recognize the talent and commitment they bring to Mountain Humane
Adoption Counseling
Willingness and ability to learn about animal behavior, common challenges, and ways to deal with challenges in order to match adopters with animals and to keep animals in homes
Evaluate and gain an adequate understanding of adopter’s lifestyles and interests to adequately match adopters with Mountain Humane’s animal population
Impart accurate information to potential adopters
Provide behavior information and shelter approved training techniques to adopters
Follow adoption guidelines in accordance with the Mountain Humane’s policies, procedures, and SOP’s
Work effectively with the Mountain Humane team
Office Duties (shared with other Adoption Counselors)
Assist with answering phones, maintain shared trackers, and animal database recordkeeping
Assist with animal kennel cards and files
Print and stock office/administrative forms
Prepare adoption folders and bags
Assist with adoption follow up procedures
Help with front office area cleaningNotify departments of packages delivered to Mountain Humane
GENERAL GUIDELINES
Maintain a neat and well-groomed personal appearance
Wear supplied uniforms and closed toed shoes during all working hours
Comply with all facility safety protocols
Carry out other duties as assigned by supervisor
WORKING CONDITIONS/PHYSICAL REQUIREMENTS
Indoors and outdoors, including in shelter environment with dogs, cats, pocket pets
Frequent interactions with children who may or may not be well-behaved, occasional contact with the public in an emotionally charged environment
Animal handling required; while all adoptable animals have health and behavior screening, by nature of the industry, there may be occasional exposure to dead, injured, sick, unruly, vicious, and/or dangerous animals in addition to possible exposure to parasites and infectious diseases
May require driving of company vehicles. Must maintain a valid driver’s license and good driving record. Drivers information will be submitted to the carrier Regular use driving of company vehicles; employee’s must be at least the age of 18
Occasional use driving of company vehicles; employees under the age of 18 must be preapproved by the carrier
Work day includes walking, standing, sitting, bending, squatting, lifting (occasionally up to 50 lbs), answering telephones, and using a computer, work with a variety of cleaning agents, and work in an environment with daily changes in climate
HOURS, SALARY & BENEFITS Hours Full-time, 40 hours/week with some evenings & weekend days necessary for programs. Schedule flexibility may include four 10-hour shifts
Wage Range $20.95 – 28.35/hour, depending on experience, certifications, proficiency in job tasks, and ability to work cooperatively while fostering the mission of the organization
Benefits
Generous paid time off allotment for vacation and personal reasons
100% employer paid medical and vision insurance for staff (with the option of upgrading the plan for an additional contribution)
100% employer paid dental insurance plan through Delta Dental
100% employer paid life insurance policy
Access to a 403(b) retirement account with a 3% matching employer contribution
Access to reduced cost veterinary care and pet supplies (including dog/cat food) for all employee-owned pets
An annual personal pet care allowance for veterinary products and services
A 40% discount at The Barkin’ thrift store in Hailey, and
Access to discounted membership at Gravity Fitness & Tennis in Hailey
Mountain Humane also provides funding for professional development opportunities and financial assistance for commuting employees. For employees with federal student loans, Mountain Humane is also a qualifying employer for the Public Service Loan Forgiveness (PSLF) program!
Note: The statements herein are intended to describe the general nature and levels of work performed by this position, but are not a complete list of responsibilities, duties, and skills required. Nothing in this job description restricts management’s right to assign or resassign duties and responsibilities to this job at any time. Either employer or employee may terminate the employment relationship at any time with or without notice and with or without cause.
Mountain Humane is an equal opportunity employer.
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